Bad customer experience

Pathetic service and processes. They made me wait for approx. 1 hour before somebody came to attend me. He took me out, inspected my car from outside and then asked me for sales agreement. I told him that I bought it from my good friend so I dont have it. He said company needs it. Its fine if its the part of the process. But if you called a customer, either tell him upfront about all the documents or atleast give him your final offer price so that if offer does not suit him he wont face botheration of getting documentation ready for you guys. I was not able to understand why their offer price was dependent upon my sales agreement. If I dont have it, dont buy it as simple as that but whats wrong in inspecting the vehicle and giving customer your final price because you called him and made him wait for 1 hour. Customers also work and they also have to take off from work if they are to visit you.