We’ve written about the seven most common legal snarls in the F&I office. But let’s be real: Dealers don’t have to commit a crime to lose a customer.
Automobile Protection Corp., the Atlanta provider of EasyCare service contracts, surveys more than 25,000 dealership customers on a monthly basis to find out about their sales experience. APCO compiled a list of the top customer complaints about the F&I office:
Negotiating fees when customers thought they had a final price. The biggest beef is service charges that tack on “hundreds of dollars” to the vehicle’s base price.
Keeping customers waiting. Some complain they had to wait a few hours to meet with the finance office.
Using scare tactics to sell products. For example, one finance manager told a customer, “Just wait until things start to go wrong. … Anything can go wrong — the whole vehicle is a computer.”
Talking down to the customer. Customers complain that some F&I managers were demeaning and rude.
Failing to explain fully what products cover. Some complained they were misinformed about coverage or given little if any explanation about contracts they were asked to sign.
Pressuring customers to buy something they’ve said they didn’t want. Finance managers should take no for an answer.
Failing to handle paperwork in an orderly fashion. Customers complained the finance manager was disorganized and the paperwork took too long.