*Testimonials featured are from actual Costco members (not pictured) who used the Costco Auto Program to purchase a vehicle and may have received a coupon after completing a member
satisfaction survey. Actual savings may vary based on vehicle purchased, dealer and location.
Costco and its affiliates do not sell automobiles, motorcycles or powersports, or negotiate individual transactions. All vehicles arranged for sale are subject to availability and a price prearranged with
the participating franchised dealer. A participation fee is paid by the dealers participating in the Costco Auto Program. Certain vehicles may be excluded from the program. Actual savings may vary
based on vehicle purchased, dealer and location.
A SECRET SHOPPER’S
COSTCO AT YOUR SERVICE
Costco members can find more information on Costco Auto Program
dealership. They also discuss Costco member pricing
with the authorized dealer contact, who is trained,
tested and certified to help Costco members.
Secret shoppers report on their general overall
impressions of the service and experience, including:
• Was I contacted in a timely manner?
• Was I greeted as a Costco member?
• Was I given the necessary paperwork?
“It’s not just a shop; it’s quite a process – all in an effort
to help the dealership be more successful and ensure the
experience meets Costco member expectations,” said
Joe Groniprow, who spent the last six months managing
the secret shopper team.
Costco Auto Program compiles the information into a
report card, which is then discussed with the dealership
“If improvements can be made or processes adjusted
to offer a better member experience, the remedy is
always training,” Groniprow said. Secret shoppers may
visit a dealership several times in a year to ensure training
Regional teams invite dealerships to join the program
based on four factors:
• Do they provide pricing that represents a great value?
• Do they have a great reputation for customer service?
• Do they maintain an inventory that meets the needs of
• Are they conveniently located for Costco members?
“I see an overwhelming amount of positive feedback,”
Groniprow said. “It’s amazing to see how well our dealerships
are treating Costco members overall.”
In addition to a dedicated call center and website that provides
Costco members referrals to dealerships, Costco Auto Program
features a Member Advocacy Group. These representatives are
specially trained to assist and advocate on behalf of thousands
of members every year.
They also assist Costco members who have specific questions
about their buying experience, pricing and leasing information,
or their paperwork. If a member wants to double-check that
they received the Costco member price, advocates will verify
the price with the dealership.
Costco Auto Program also surveys members to receive
feedback and ensure members are satisfied with the program.
Since 1989 Costco Auto Program has fine-tuned its processes
to provide Costco members with an exceptional car buying
“The effort that Costco Auto Program puts into assisting our
members is unmatched in the industry,” said Dan Martinez,
Costco Services manager. “From general information and price
verifications to advocating for members before, during, and
after their purchase, Costco Auto Program reps truly go the
“We are very pleased with the Costco Auto Program,” said
Claude B., a San Diego Costco member.* “The Costco Auto
Program representatives were very helpful in answering all our
questions. The dealer contact was equally helpful and made
the buying experience a very positive one. We actually enjoyed
Once a member buys a car through Costco Auto Program,
it’s easy to keep them coming back. “We’re passionate about
what we do, which is creating value for Costco members, and
we’re dedicated to living up to Costco member expectations,”