Dilawri Group of Companies, a Canadian automotive group, has launched what it is describing as a complete omni-channel purchasing experience in which customers can connect with the dealer through live video, chat, SMS text, email, phone and at the store.
Dilawri Group, which operates 76 franchised dealerships representing 35 automotive brands, said that with the new experience, customers can see a seamless online and offline shopping experience by digitizing and fully integrating the automotive purchase process.
Called Dilawri Anywhere 2.0, the experience offers features such as transparent website pricing and payment calculator with current lease and finance rates.
Audi Thornhill is the first dealership to launch Dilawri Anywhere 2.0. That brand-new dealership serves the Thornhill and Richmond Hill, Ontario markets.
Further details
The company said the new experience encompasses the entire customer journey under one vision. That is to provide the best in transparency, convenience and flexibility when purchasing a vehicle.
With Dilawri Anywhere 2.0, customers can engage remotely with online experience specialists at the dealership to review inventory options and collaborate in a personalized purchase experience, ensuring any applicable rebates and programs are applied.
Through the experience, the resulting purchase terms are pushed online to the customer’s My Garage account in real time for access anywhere, any time.
The company said Dilawri Anywhere 2.0 brings the dealership experience forward into the virtual environment.
“Working in collaboration with a customer remotely or in-person, we are able to provide an enhanced customer experience and identify any additional rebates and programs for which a customer may qualify,” company co-founder Kap Dilawri said in a news release.
Dilawri continued, “When we integrate these benefits into the customer's deal structure, the purchase terms in the customer’s account are updated dynamically in real time, and this information is always available at the customer’s fingertips.”
Additional Dilawri Anywhere 2.0 features include:
— Shopping progress and customized purchase terms updated and saved real-time in the My Garage account
— Interaction via live video, chat, SMS text, email, phone, in-dealership or between all channels
— Purchase experience that personalizes vehicle appraisal, financing arrangements and any applicable rebates and programs
— Vehicle reservation via an e-commerce checkout and digital paperwork signing with DocuSign
— Choice between in-dealership or at-home vehicle delivery
Being physically present at the dealership is not required, But when customers come to the dealership, the company says the boutique environment is designed for casual and collaborative conversation. The dealership software is directly integrated with the customer's My Garage account. The software allows the dealership to push the outcome of the conversation to the customer’s account in real time.
"While a number of solutions have come to the market over the past few years, none has effectively bridged the physical to virtual gap through a singularly connected platform," Dilawri said.
Dilawri also said, “This is where Dilawri Anywhere 2.0 stands apart from other solutions in the industry. The technology we are using in-store is the same technology the customer uses online, and it’s seamlessly paired with dynamic communication tools and our other operating systems.”
First store to launch program
The first store to use the platform, Audi Thornhill, was developed based upon what the company said are the guiding principles of transparency, convenience, and flexibility.
The company said, “Dilawri Group of Companies has established a truly unique shopping experience, supported by real-time communication channels, seamless transition from online to offline, and an all new in-store environment at Audi Thornhill.”
Dilawri said Audi Thornhill was a good dealership for the launch of Dilawri Anywhere 2.0.
“Whether in-store, online, or a combination of both, Audi Thornhill sets a new benchmark for the vehicle purchase experience and it sets the example of evolution in dealership experience planned for all Dilawri Group of Companies dealerships,” Dilawri said.
Seeing a clear increase in online transactions, HGregoire Automotive Group has extended the length of its satisfaction-guaranteed, money-back program.
The extension is from three to seven days, and once a customer purchases a vehicle from HGregoire, he or she has up to seven days or 400 kilometers to request an exchange or a full refund.
HGregoire Automotive Group president John Hairabedian, saying that customer satisfaction is the company’s highest priority, noted that, “We felt an extension was the right thing to do to ensure the best possible customer experience.”
Whether the purchase is made in-store or online, the guarantee is available at HGregoire Group pre-owned car dealerships.
With the company’s online platform, a customer can purchase a vehicle entirely online. That customer can get delivery to his or her home and test drive it for seven days or 400 kilometers.
HGregoire noted how important a car purchase is in a customer’s life and stated that it had that in mind when it implemented a system of inspections, safety, quality and servicing.
The company stated it used a 150-point inspection, and because of that, only 20% of all cars received by the company on average make it to the real or virtual showroom.
That helps ensure customer satisfaction, HGregoire stated.
HGregoire is introducing the extended guarantee by launching a digital advertising campaign in both languages, as well as a social media contest. Additional information is available.
Saying it has “radically revamped its operations to reduce stress” during the COVID-19 outbreak, Serpa Automotive Group has introduced a “one price” online store while continuing its dealer operations.
The company’s founder and dealer principal Frank Serpa, noting his company is grateful that transportation has been declared an essential business, said that with any sale through the duration of the crisis, Serpa Automotive Group will offer a program of no payments for 90 days on approved credit.
The company has also implemented a strict “no-stress one-price”' policy at its Serpa Chrysler Dodge Jeep RAM dealership in Toronto and at its Yamaha/Suzuki Motorsports dealership in Aurora.
“Families continue to need reliable vehicles for critical activities, and light trucks must perform necessary work,” Serpa said in a news release.
He said customers can visit the Serpa Chrysler location, but he said with phones and FaceTime, that is not necessary. Customers can also make payments online.
The company said it is adopting “100% white glove service,” which it said involved strong hygiene practices that exceed government guidance. The practice involves continuous disinfecting, cleaning, washing and purifying hands and applying covers to seats and steering wheels.
Its COVID-19-related new business practices also include the ability for vehicles, whether for service or sale, to be picked up and dropped off at customers’ homes in a “spotlessly clean” Serpa auto carrier. The service involves leaving keys in mailboxes, which the company says ensures limited contact and limited possibility of virus transmission.
Customers also have the option of leaving the vehicle or picking it up at dealerships without person-to- person contact. One example of that would be through key drop-off boxes.
Safe payment methods can include by phone, online or any other method except in person.
“Since we first opened in 1995, our customers have learned to trust us, recognizing that we really do provide the best prices, along with our widely recognized superior, industry-leading service,” Serpa said.
Serpa continued, “The Coronavirus has challenged us to take that even farther, to great heights and even higher standards. They will remain long after this crisis has passed, which we hope is as soon as possible for everyone.”
A new partnership between Dilawri Group of Companies and Brian Ross for co-ownership and operation of Ferrari Maserati of Vancouver represents the first Ferrari and Maserati dealerships for Dilawri, which says it is Canada’s largest automotive group.
Brian Ross acquired Ferrari Maserati of Vancouver in 2004, and in 2010 he relocated operations to a new facility in downtown Vancouver. Ferrari Maserati of Vancouver was named North America's top Ferrari dealer in 2015.
Dilawri now owns and operates 74 franchised dealerships nationally. The dealerships represent 32 automotive brands throughout Quebec, Ontario, Saskatchewan, Alberta, and British Columbia. The Dilawri family has privately owned and operated the company since 1985.
The company also describes Ross as being recognized worldwide as a Ferrari collector who holds “some of the brand’s most-admired models.”
“We are excited to write the next chapter of this storied operation, one that I am now pleased to share with Ajay Dilawri and his team,” co-principal Ross said in a news release.
He continued, “Like Ferrari and Maserati, Dilawri Group of Companies is committed to providing the most exceptional client experiences. With a long history of operational excellence, they understand the Canadian luxury segment and the British Columbia automotive market like no other.”
Ferrari Maserati of Vancouver, which Dilawri Group says is British Columbia’s only factory authorized Ferrari and Maserati dealership, features an indoor vehicle showroom spanning two levels. The showroom has more than 35,000 square feet of space.
The company says its nine-bay service department performs maintenance and repairs “to the highest standards in the industry.”
“I am very proud to partner with an esteemed operator and automotive enthusiast such as Brian Ross, and represent two of the world’s most prestigious and revered brands,” co-principal Ajay Dilawri said.
Dilawri continued, “This partnership not only marks the culmination of a long-standing friendship between Brian and myself, but also signifies the beginning of new business ventures together. The combination of our group’s structure and resources, along with Brian’s passion and experience, will ensure that Ferrari Maserati of Vancouver continues to be recognized as a global leader in luxury automotive retail.”
A sponsored concert featuring Canadian rock band Platinum Blonde and a live broadcast event at the 2019 Tim Hortons NHL Heritage Classic Viewing Party in Saskatchewan in October are among recent events SiriusXM has sponsored as part of its “more hands-on approach” to support its dealers.
As part of that approach, the company says it is “amping up its presence” in Western Canada by adding two new district managers and restructuring its entire field team to include regional managers across Canada.
The company said it is doing that to better connect with dealers, stating that creating unique experiences and memorable moments for listeners and dealers is its goal.
The company’s two new Western Canada district managers are Amanda Booth and Melissa Sousa.
“By strengthening our team in the Northern and Southern prairies, and by establishing regional managers across Canada, we have all the right people in place to fully support our dealers with a more hands-on approach,” SiriusXM Canada vice president, automotive remarketing, dealer operations Michael Mazgay said in a news release.
Other examples of how SiriusXM is working to “amp up” experiences and memorable moments for listeners and dealers:
— A gala after-party at the Manitoba Motor Dealers’ Association 75th anniversary event in Winnipeg in November included food, drinks, and music at the SiriusXM booth.
— A Grey Cup viewing party in Calgary.
Dealers can expect to see more of those types of events from SiriusXM in 2020, the company said.
The company added that dealers can visit www.sxmdealer.ca/training to access a newly launched dealership training portal.
“Our brand is about creating moments for Canadians inside and outside their vehicles,” said SiriusXM Canada senior manager, OEM marketing Nina Rodrigues.
Rodrigues added, “We can show our dealers that we value their partnerships, and also bring some fun and energy to their events.”
OpenRoad Auto Group has added two “seasoned veterans within their respective industries” to its board of directors, one a former chair and president of Toyota Motor Manufacturing Canada.
OpenRoad Auto Group chief executive officer Christian Chia said in a news release that former Toyota Motor Manufacturing Canada chair and president Ray Tanguay and former A&W president and chief executive officer Paul Hollands “have a wealth of knowledge, expertise and specialized business acumen that will help us to continue to innovate as a leading North American automotive dealership group.”
After Tanguay joined Toyota Motor Manufacturing Canada, or TMMC, in 1991, he became “a leading force in instilling innovation within the company,” OpenRoad said in a news release.
During Tanguay’s leadership, TMMC beginning in 2003 became the first Toyota manufacturing plant outside of Japan to produce Lexus vehicles, according to OpenRoad.
Tanguay was promoted in 2005 to managing officer of Toyota Motor Corp. in Japan. At that time, he added responsibilities as executive vice president of Toyota Engineering Manufacturing North America and chief risk officer.
He earned another promotion in 2011, this time to senior managing officer. OpenRoad says that at that time, Tanguay played an important role in developing the company’s global vision.
In 2015, he retired from Toyota as the chair and president of TMMC. Currently, Tanguay serves as vice-chair of the board of directors for the Trillium Network for Advanced Manufacturing.
He is also a founding member of the Canadian Automotive Partnership Council.
Tanguay was named a member of the Order of Canada in 2017.
Hollands is former president and chief executive officer of A&W Food Services of Canada, and for almost 40 years, he guided A&W to become Canada’s second-largest quick service burger restaurant chain with nearly 1,000 locations.
During Hollands’ tenure of leadership, A&W re-introduced the Burger Family and new store designs. The company also accelerated new restaurant growth, according to OpenRoad.
He was part of the team that created the publicly traded A&W Revenue Royalty Income Fund. In addition, he is chair of Vendasta Technologies.
He retired as chief executive officer in 2018 but remains chairman of the A&W board.
Hollands received the “Top 40 Under 40” award from the Financial Post and Caldwell Partners in 1995, and he received the “BC CEO of the Year” award in 2015 from Business in Vancouver and MacKay CEO Forums.
Currently, Hollands is a director of the St. Paul’s Hospital. In that post, he is helping lead efforts to raise more than $200 million toward a new, state-of-the-art hospital.
In addition, he is a past chair of the faculty advisory board of the Sauder School of Business at the University of British Columbia. He also served as chair of Restaurants Canada (formerly the Canadian Restaurant and Foodservices Association).
Many Canadian auto dealers are concerned about consumers becoming armed with more information, according to a report from Kijiji Autos.
For dealers, are better-informed consumers good or bad for business?
The answer could be both. The knowledgeable-consumer trend could have a negative impact on dealership profitability, but in the short term, more knowledgeable consumers can be more efficient to serve, and that could help increase profitability, according to Kijiji Autos.
But Kijiji says knowledge is power.
“And with Canadian shoppers gaining ever more — including knowing exactly what to pay for a vehicle —margin pressure is a true reality,” Kijiji said in its Kijiji Autos Annual Dealer Research Report.
The report, titled, “Driving Change: Navigating the journey to the ‘New Norm’ of car shopping in Canada,” says its key finding for 2019 is that consumers are more knowledgeable than ever, before entering the dealership.
“These highly informed buyers tend to visit fewer dealerships, value information quality over vehicle variety and have little interest in price negotiations,” the report states.
The report adds, “They’re also increasingly open to the idea of buying a car entirely online.”
Despite that finding, however, the report describes the test drive as remaining “a critical and highly valued part of the purchase process, making it a key area of focus for dealerships.”
Dealerships must deliver a welcoming, hospitable atmosphere to stay competitive, according to the report, which added that dealers must support that atmosphere with product experts who offer complete price transparency.
“Those that do will have a significant advantage in navigating the ever-evolving road ahead,” the report states.
For its report, Kijiji partnered with brand and shopper insights research company BrandSpark International. In conducting two surveys across Canada, BrandSpark asked auto retailers and consumers for their opinions on the year’s marketing trends, perceptions and practices.
“The rise of the empowered consumer” was a top trend.
“Today’s buyers are doing their research,” the report states.
How much research? In 2019, the average Canadian spent seven weeks browsing vehicle types, reading reviews, and comparing pricing.
Kijiji says more information is always a good thing. But the company stated that the consumer’s newfound knowledge “has led to a fundamental shift in the customer-dealer relationship.”
Traditional sales tactics don’t work for today’s car buyers, Kijiji said. Often, buyers know which car they want and what it should cost.
“What is increasingly valuable to them, however, are dealers that can make their buying experience as easy and pleasant as possible,” the report states.
The report is loaded with facts and figures to make its case: 40% of recent buyers only visited one dealership. Twenty-nine percent of consumers value the ability to negotiate price at the dealership. And 39% of consumers would consider purchasing directly online.
But with all that in mind, “pricing is still king,” according to the report.
Many Canadians are on a tight budget and want to lower expenses. Because of that, more buyers are traveling farther to save money on the car purchase. Specifically, they are willing to travel 70 kilometers to save $500 on average. Also, zero-percent financing piques their interest.
Sales and promotions a top selection influencer
Another key finding of the report: Sales or promotions that dealerships offer is the No. 1 factor influencing consumer selection.
“That being said, having quality vehicle information online is also crucial for success, as more and more consumers are researching their potential purchases and forming opinions before they enter the dealership,” the report said.
Another trend from the report: Although 53% of 18- to 34-year-old consumers use their mobile devices as part of their purchase or lease process, that means almost half of younger consumers do not use their mobile device as part of the buying process.
Dealerships that invest as if all younger consumers use their mobile devices in their buying or leasing process might not see the return on investment they’re expecting.
“These competing priorities require a balancing act — investing in and serving those using the “new” way, while still appealing to those who have yet to change,” the report states.
'Precipitous fall of Twitter'
The report goes on to note that although investment in digital advertising remains strong, mobile advertising has declined by 15% since 2017. However, the percentage of dealers planning to reduce their spending on traditional advertising has also decreased by 9% since 2017.
One reason for the decline might be what the report describes as “the precipitous fall of Twitter.” Twenty-five percent of dealers now use Twitter, compared to almost 50% in the prior year.
Dealers are abandoning the social media network, according to the report, which stated, “it appears some believe they jumped into mobile advertising too soon.” Sixty-seven percent of dealers used mobile advertising in 2018, compared to 82% in 2017.
The report offered a “regional insight,” noting that 78% of Ontarians said they were not likely to use social media as part of their search for a vehicle to purchase or lease.
The report offers some “top takeaways for dealers,” and the first is to “embrace the knowledgeable consumer.”
“Do a website content audit to ensure all vehicle information is clear, accessible, and communicates the information consumers are looking for,” the report said.
Additional takeaways are for dealers to ensure their online properties are optimized across all devices. And they should review their social media strategy and use data to evaluate which platforms and vendors might offer the highest rate of return.
What consumers want: Reviews matter
“So, what is it that consumers want?” the report asks.
In addition to the sales and promotions mentioned earlier, the report notes that “ratings and reviews matter.” The report describes dealer recognition of the importance of those reviews and “one of the biggest perceptual shifts for dealers over the last few years.”
But they don’t need to be all five-star ratings, the report notes. A rating of 4.4 along with a good number of recent, detailed reviews is much more effective than a 5-star-rated dealership with fewer, less detailed reviews, according to the report.
The report notes the top five aspects consumers value most when entering a dealership:
— Sales and promotions
— Past dealership experience
— Transparent pricing online
— Quality of vehicle information online
— Online ratings and reviews of the dealership
The report concludes that Canadian consumers want a seamless, transparent shopping experience tailored to their needs.
That means no pressure and no haggling.
“Dealers that invest in understanding and meeting these needs today can better navigate the ever-evolving road ahead,” it said.
Christian Chia says the current time is an “exciting new era” for Porsche in British Columbia.
Chia is chief executive officer of OpenRoad Auto Group, and he said in a news release that the news of OpenRoad and Dilawri Group of Companies partnering with Porsche Cars Canada to bring a new Porsche center to Richmond by late 2020 means that the new location “will embody the very essence of the Porsche brand.”
OpenRoad and Dilawri announced the plans and partnership last week during a groundbreaking ceremony marking the official start of construction for Porsche Centre Richmond at the Richmond Auto Mall. OpenRoad and Dilawri both currently own and operate existing Vancouver-area Porsche centers.
Porsche Centre Richmond will be the third and largest Porsche center in the Vancouver area. It will be jointly owned and operated through a partnership between OpenRoad Auto Group and Dilawri Group of Companies.
OpenRoad’s Porsche Centre Langley and Dilawri’s Porsche Centre Vancouver have both received the Porsche Canada Premier Dealership Award for industry excellence.
Following the groundbreaking ceremony, stakeholders were able to see an unveiling of the all-electric Porsche Taycan at the recently opened Porsche Now Richmond pop-up location at Aberdeen Square.
At that unveiling, guests saw the new storefront that the companies say offers “an immersive Porsche experience” that features what the companies say is the world’s first Porsche Now pop-up design concept. The companies say Porsche Now Richmond is the first retail outlet in the world to display the new Porsche Now design concept recently introduced in Stuttgart, Germany.
The new retail concept features amenities with a design center offering Porsche Exclusive Manufaktur items where customers can personalize their Porsche in a configuration lounge. Also, a Porsche Augmented Reality visualizer allows clients to experience their dream Porsche anytime, anywhere.
Guests also saw Canada’s only Porsche Design lifestyle accessories shop.
Chia, along with Porsche Cars Canada president and chief executive officer Marc Ouayoun, and Dilawri Group of Companies principal director Ajay Dilawri, unveiled plans for the new 75,000-square-foot retail and service center.
The center will feature a new and pre-owned showroom, a service and parts area with 15 service bays, a service drive-through, and specialized delivery area.
Porsche Centre Richmond will include a 20-car showroom and two new vehicle delivery areas.
The new center will employ a staff of about 40 sales, service, management and administration employees. Wales McLelland is constructing the multimillion-dollar Porsche AG -designed project.
“We’re continuing to see demand for new and used Porsche cars in British Columbia so when the opportunity came up for another sales and service center, Richmond was a natural choice based on its central location and high concentration of Porsche owners,” Dilawri said in a news release. “We’re confident in our partnership with OpenRoad and the future of Porsche Centre Richmond. We look forward to opening the doors in late 2020.”
Virginia Connell says that with the substantial size of the auto service market for maintenance and repair, when a sector gains even a fraction in market share, that means auto dealers are leaving millions of dollars in potential revenue on the table.
“As vehicles age and require more complex and costly repairs, aftermarket service is doing a better job at attracting and retaining customers, especially as warranties start to expire, consequently capitalizing on the more revenue lucrative repair work,” said Connell, who is automotive research and consulting manager at J.D. Power Canada.
According to the J.D. Power 2019 Canada Customer Service Index Long-Term Study released on Thursday, auto dealers in Canada receive 54% of revenue spent on servicing vehicles 4 to 12 years old. But they continue to fall behind aftermarket service facilities in share of visits, 48% vs. 52%.
The study states that dealerships average $323 per visit compared to $222 at an aftermarket facility. However, customer visits to dealerships, at 1.3 visits, remain flat in 2019, while visits to aftermarket facilities increased, from 1.5 in 2018 to 1.6 in 2019.
NAPA AUTOPRO ranked highest in the study for overall customer satisfaction, with Volkswagen Dealership ranking second and Toyota Dealership placing third.
Another key finding of the study: When their vehicle is 4 to 7 years old, owners’ preference moves toward aftermarket shops over dealers.
Also, dealers show a small customer satisfaction advantage —787 vs. 782, on a 1,000-point scale — in the area of pure maintenance. However, aftermarket service facilities beat dealers in overall satisfaction — 783 vs. 775. Aftermarket facilities also show higher satisfaction with repairs, 791 vs. 759.
In addition, greeting customers immediately as they enter the shop is of high importance to customers, and returning the car cleaner than when it arrived also increases satisfaction, according to the study.
Overall, aftermarket providers do a better job in that first area, with a 51% to 35% advantage over dealers in greeting customers immediately. Dealers do better in the second area, being more likely by a 33% to 9% margin of returning vehicles cleaner.
The study measures satisfaction and intended loyalty among owners of vehicles that are 4 to 12 years old, and it also analyzes the customer experience for warranty and non-warranty service visits. The study, fielded from March through June 2019, is based on responses of 8,815 owners.
The study measured the importance of word of mouth. Friends’ or relatives’ recommendations are much more important to customers when choosing an aftermarket shop compared with a dealer.
Fifty-two percent of the time, aftermarket customers say they “definitely will” recommend their facility after maintenance work, while 39% said that for dealers. That gap grows when it comes to repair work, with a 57% vs. 34% advantage for aftermarket customers over dealers.
Satisfaction grows when customers receive and accept recommendations for additional service work from their service advisor.
And the use of tablets is important.
When tablets are used to list details of the service, customers are much more likely to accept additional work recommendations. Broken down by use, acceptance rates of work recommendations grow when the tablet is for the following: list specific details of the issue (59%); provide a cost estimate (57%); access service history (57%); and show a menu of available options (56%).
“Dealers have this window of opportunity to up their game, ensuring they retain customers even after the warranty expires by providing a better experience — a key factor for driving satisfaction both for repair and maintenance,” Connell said. “For auto dealers, satisfied customers not only translate into repeat service visits but their intent to purchase or lease new vehicles from the dealer increases.”
A lengthy purchasing process, price negotiation, hidden fees, confusion and lack of transparency, distrust in salespeople, getting a good trade-in offer, and understanding financing options.
Those are some of what Pfaff Automotive Partners says are top auto buyer frustrations. The company has introduced a new vehicle purchasing model that it says will help those in the market for a new car eliminate some of those frustrations. Through the new purchasing model, those prospective buyers will receive “the best price first,” pay no hidden fees and experience a negotiation-free process.
The company said its new Future Retail Model will change how Canadians purchase their cars. Pfaff created the model after conducting customer experience research, and the company says its new model will be faster, easier and more transparent.
Also through the program, salespeople no longer receive pay based on each deal’s profit. That, according to Pfaff, means those salespeople can focus on helping customers find the right car for them.
The company’s president and chief executive officer Chris Pfaff said that for 50 years, the automotive industry and how Canadians purchase cars have not changed.
“We know that those looking at buying a new car are uneasy about the whole process because of the time it takes, the lack of trust they feel when dealing with salespeople and the awkward negotiation process,” Pfaff said in a news release.
Pfaff Automotive Partners, a second-generation family-owned business, describes itself as having “a reputation built over 50 years on customer service.”
The company said it seeks to improve its existing customers’ purchasing experience and connect with drivers who at one time were deterred by the automotive purchasing process. The company said all of its customers will see the following benefits:
— The “best price first”: The company prices new and pre-owned vehicles based on market conditions and provides final pricing upfront.
— Because of that upfront, market-based pricing, buyers experience a negotiation-free process that the company says saves time and helps eliminate the friction between customers and salespeople.
— Pre-loaded and administration fees are eliminated, with everything in plain sight.
— Customers receive a written offer to buy their car, even if they do not buy a Pfaff vehicle. That offer has no strings attached and stands for 10 days or 1,000 kilometers.
— Customers have recourse, through a three-day/300-kilometer money-back guarantee on all vehicles and a 30-day/1,500-kilometer exchange policy on pre-owned vehicles. Some restrictions apply, but that recourse makes it impossible to buy the wrong car, according to Pfaff Automotive.
