Hello. I wanted to let you know how much of a bad experience my wife and I had at our most current visit. We bought a Jetta from your Volkswagen dealership in Richardson about 4 months ago. My wife got into a wreck on December 13th and the vehicle was determined to be a total loss. So we decided to go back to the dealership to purchase a new car. Keep in mind my family has purchased 4 Volkswagens from your dealership in the past. We arrived to the dealership on Wednesday December 18th and our sales agent was Zarina. She was pleasant when we first walked in for our initial visit. We discussed a few options. She was trying to sell us an orange VW Passat. The reason this was the vehicle she chose is because we had an upside down balance of about 2400 that the insurance didn't cover. So the plan was forward the balance to the new car. This was a service loaner car that was discounted. At first we didn't like the vehicle just because of the color. We then proceed to try a 2013 VW Passat. The manager tried everything he could to get us into that vehicle. But because the situation of the upside down balance, we were not able to get that vehicle. Which is very understandable. Due to the time, the bank just closed so we came in the following day to discuss the purchase. I want to bring you up to speed on what was promised and our personal situation. My wife's sister passed earlier that week. She was ran over by driver while she was crossing the street. I just want to let you know the state of mind my wife and I were in prior to coming in for our appointment. This being said, we proceeded to see what vehicle we were able to purchase with NO down payment. The reason we didn't have the money for the down payment is because of our expenses for the family and traveling to Houston the following week (Dec. 26 and Dec. 27) for the Wake and the Funeral. We never explained what the family emergency was at the beginning. We only said that we had a family emergency we had to attend to in Houston. We didn't want to give details. Again, I say this for you to understand the state of mind we were in. I am trying to build up to the last day we were at the dealership. Back to the sale. Zarina, Brian and ourselves came to an agreement to go ahead and purchase the 2019 Orange Passat with NO down payment and they were going to extend the loan for 72 months to make up for the forwarded upside down balance. Keep in mind, we never tried to go down on the price. The only thing we said is that we didn't have the money for the down payment and that our monthly cap was 375. We agreed to 387 with no down payment. So on Saturday December 21st I called Bryan Bower and Zarina to let them know that we decided on the Orange Passat. I asked them if everything was in place for us to come down and sign the paperwork. Brian said everything is good, the car is in detail and all we had to do is sign the final paperwork. When we arrived, we were greeted and after the agreement, another sales manager (didn't catch his name) came up to us and asked if there was anyway that we could put down a down payment. We then finally said, "NO, we discussed all of this the prior 2 days we spent here and all the paperwork we signed stated we were not going to put down a down payment because we couldn't afford it due to my sister just passed because she was brutally ran over while crossing the street by a driver" We had to finally break down and explain what the family emergency was and why we were not able to put down a down payment. So after all that, the sales agent said, "how has your day been going?" My wife said, "not that good" She then said, well hopefully we can make it better. My wife then said "no you cant (referring to her sister)" She then said, "Oh, its been a shovel in the dirt kind of day" You can just imagine how that statement hurt my wife. She then proceeded to the sales desk, where we can hear everything they were saying. One sales manager said "we are giving here a discount already, does she also need the Hallmark Special" That was the most hurt-full statement anyone can say. Not only was the 'shovel in the dirt' statement not hurtful enough, he basically said "does she want a sympathy discount for her sister passing" WE NEVER ONCE ASKED FOR A DISCOUNT, WE JUST AGREED TO NO DOWN PAYMENT AND THAT THE LOAN WOULD BE EXTENDED TO 72 MONTHS TO MAKE UP FOR THE LOAN AMOUNT. Which was approved by the bank. On a different note, the sales manager asked if the insurance can release the totaled vehicle to me and leave it at the dealership. Not sure if your employees know how that works. My insurance paid off the car to GM Financial so now the totaled vehicle is now the insurances and not mine. Even though all this was cleared the very first day. This was the most horrible experience we have ever had. To make it worse, it wasn't just one sales manager with all the comments, every one in that sales office was making inappropriate remarks. We were the most easiest people to work with. We never once tried to negotiate with the price. We then just broke down leaving the dealership with tears because of the hateful remarks make.