If Costco's incredibly generous return policy is any indication, it will bend over backward to retain its members. Since buying a car is a much bigger investment than the average grocery shopping trip, the company doesn't wants its members associate Costco with a $40,000 purchase they regret.
While Borg said the company is "fairly selective" about which dealers it works with, it also provides customer support before and after a purchase. If a customer, for example, finds a scratch on her car immediately after buying it and it falls outside of her warranty, Costco can at least serve as a mediator between the customer and dealership.
"Are we going to advocate for members? Absolutely," Borg said. "Should a dealership have concerns as to whether they are responsible [for cosmetic damage] or the customer, we're certainly going to step in and have a conversation with the dealer and ask them to do the right thing."