Highlighted
Contributor

Worst experience EVER!! First of all, I started using USAA's car buying servicer in 2010. Before that i was using the Costco program. Since 2010 I have made a few new car purchases with USAA's program and it was the best  experience i have ever had. You would go on the website, build the exact car you want with the options you want. Then USAA would give you a certificate to take to the dealer and you would get that car for the price on the certificate PLUS any and all rebates and incentives for that car. My last new car in 2015 i was in and out of the dealer in an hour start to finish!!!! And only 1 phone call and an email to the dealer prior. I used to brag to my friends on how great this program was....NOT ANY MORE!!!!! A couple of days ago i was just tossing the idea of a new car and went on USAA car buying site, I looked at a few different makes and models. There were no options to choose from. You basically get to choose the color and model of car.. Thats it! Before you could build your car right down to the color of seats and size of wheels. Anyway, I only looked for about an hour at a few different models of cars and got frusterated because i couldnt find where it let me choose the options. Now get this!! When I closed the USAA window, I noticed I had almost 50 email notifications!!!! THat is not exaggerating.. 50!!!!!!!! All automated emails from car dealers and USAA!! Unbelievable!1 But thats not all. At exactly 7am the next day my phone started ringing off the hook!! I have been constantly hounded by tons of salespeople trying to get me to buy a car! I have had to block dozens of phone numbers from dealers that wont quit calling me.. AND THE EMAILS KEEP COMING!!!!! "Sir I have sent multiple emails and made phone calls in attempt to talk to you about purchasing a car."  No kidding!! It is worse than walking into a dealer yourself!! now they have my info and will not leave me alone!!!! I HAVE DECIDED I NO LONGER WANT A NEW CAR AND WHEN I DO I PROMISE I WILL NOT BE USING USAA FOR ANY PART OF IT!! FINDING IT OR FINANCING IT!!! As i sit here writing I just got ANOTHER call from a dealer trying to get me to buy a car! What a joke!!

103 REPLIES

Highlighted

This certainly isn't how we want you to feel, @Aviator5. If you've advised the dealership you don't wish to continue, they should no longer be calling you. I have provided your feedback on the changes to the Car Buying Service to our business team to use during the next enhancement. I do appreciate you taking the time to provide this feedback, and letting us know how disappointed you are in the service. - Cathleen

Highlighted

They shouldnt be contacting me in the first place!! This issupposed to be the "Hassle Free" way to purchsase a car and it is totally the opposite. The biggest frustration in carbuying is dealing with salesman and USAA has now given all of my info to them to contact me. All I was doing is researching prices and now im being bombed with solicitations to buy a car. I would have been better off to walk into the dealer myself and deal with the salesman so they couldnt get my info to be able to contact me. Not only Email, Phone calls and voicemails but they also send text messages, to which i have had to tell them to STOP!! 

Highlighted

Aviator5 - We appreciate the feedback as it will help us improve future service. Than you for adding your voice to the conversation. - Jason

Highlighted

Thank you for sharing. This is also my experience. HORRIBLE move USAA. Go back to what made your service so amazing. 

Highlighted
I have always thought that USAA protected us as members to include our privacy but discovered now that we are being thrown underneath the bus!
Question
Why was this privacy concern not resolved which is causing other members not to obtain a New car loan from USAA.
Check the quality control before putting your members at steak for your own business gain.
Highlighted

@Something to talk about, we have sent your post and feedback to be further reviewed. We appreciate you taking time to send this to us.  

Highlighted
I had the same experience
Highlighted

L.J.Hawk - Sorry to hear yo had a poor experience. We are currently reviewing this service to make for better experiences in the future for members. Thanks for the feedback. - Jason

Highlighted

Apparently this is how USAA has chosen to make its members feel. I last used the car buying service in 2017 and it worked like it is supposed to. No hassle, no haggle. Build the car you want on the site and generate a certificate and the dealer that will honor that price, contacts you indicating that they will agree on the set price and will get the vehicle to you. As of two weeks ago in Mar2019, this new way of sending your contact phone out to all the dealers in the area and they immediately begin their aggressive sales tactics is not what I want nor do I have the time to into the dealers to haggle. This is no longer a car buying service. It has become an extension of the dealer's sales room. DO NOT use this service. EVER.