When we bought our SUV a few months ago, we were offered something called the Xzilon package. This included a top coat, undercoat and seat protectant for the suede and leather seats. They told us that the actual cost was $1200, but if we bought it 'now', we'd get it for $955. Even though we were worried about the CAMEL COLOR suede and leather seats, we decided against it.

It was time to go in for our 3,000 mile check up and I'd already had one mishap on the CAMEL COLOR suede (thankfully I got the spot out), so we rethought our position on the getting the seats protected. While making the appointment, I asked how much it would cost to get a top coat protectant and seat protectant. The gal said $499.00.



I said, "are you sure? that seems awfully low". She said that she was sure. I assumed she wasn't talking about the Xzilon package at that point. I assumed it was another product to protect the paint and seats.

So I said, sign me up.

She said she'd ask if they had time to do it the same day as the 3000 mile check up. I asked her to verify the cost with them while she was at it.

When she came back on the phone, she said they had time to do the Xzilon coating and that she was correct about the price. It was $499.00. FOR THE XZILON package. Wow.

I called the bearded eye-roller and told him what a rip-off it would have been if we'd of purchased the package when we bought the car. I also told a few more people that I learned my lesson about buying the extra stuff when you buy your car.

Boy, did I feel smug.

When we went to pick up the car, I was presented with a bill for almost $1,000.00. I knew the 3000 mile checkup would only be about $45.00 (but I had a coupon for $35.00 that I hadn't yet presented!), and so that plus $499 was CLEARLY not $1,000.00! Even with our tax rate.

The rest of the conversation went something like this:

Me: Wow, that's not right. How much did you charge me for the top coat?
Cashier: $799.00
Me: That's not what I was quoted
Cashier: Dale, can you come here for a minute?
Dale: What seems to be the problem?
Me: I was quoted $499.00, but am being charged $799.00
Dale: $799 was the wrong price, actually. The real price is $1200.00. Who did you talk to?
Me: I don't know. It was a woman and it was Friday morning
Dale: You didn't get her name?
Me: No
Dale: (mumbling under his breath) nobody ever gets the name
Me: In any case, I was quoted $499. I even had her double check because it seemed so low.
Dale: Like I said, it says here you were quoted $799.
Me: No, I was quoted $499.00 and remember thinking it was quite a deal- that's why I asked her THREE times if this was right.
Dale: Oh, I see you dropped off your vehicle using the night drop, so you don't have anything in writing
Me: Nothing in writing, you're right. But I was quoted $499.00

Then I shut up.

Dale: Well, I already discounted it more than I should have. I don't have the authorization to give this to you at $499.

I kept my mouth shut and kept looking at him (nicely, of course)

Dale: OK, I'll call the sales manager (SM) and see what he wants me to do
Me: Thank you. That would be great

In walked the sales manager

SM: What do we have going on here?
Dale explained the situation
Me: I wasn't necessarily going to get this done until she quoted me $499.00. That is what sold me on it. (and that's the truth)
SM: Who was working that shift?
Dale pointed to a name
SM: (nodding his head, like he's had this problem before). We'd be happy to give this to you at $499.00. Hopefully you'll come back?
Me: You bet I will. Thank you for the great customer service.

And that was that.

We got a $1200, marked down to $955, marked down to $799, product for $499.

I can honestly say that a couple of years ago, I'd of been too mousy to argue with any of this. I was SO pleased with myself for being a grown-up and sticking to my guns.

I'm even more pleased that the sales manager understood that the business they will get out of us in the future will more than pay for the mistake they had to eat.

Truthfully, we've had nothing but good dealings with Lincoln-Mercury dealerships. We've yet to meet anyone that even smacks of being slimy or dishonest. Good job Lincoln-Mercury, good job.

By the way, I kept that coupon for $10.00 off the 3k checkup to myself. I figured I got a pretty good deal already.