I did not have a good experience at Lithia Toyota ...

I did not have a good experience at Lithia Toyota of Abilene. I previously had a 2009 Toyota Tacoma, which was recently totaled in an accident. During my search for a new vehicle, I found that Lithia Toyota of Abilene had a used 2015 Toyota Tacoma (VIN 5TFLU4EN7FX136395) with 176,000 miles on it. Although the vehicle had a high mileage, the photos from the online listing made the vehicle appear to be in excellent shape. There were no signs of visible damage in the photos, and no mention of issues in the description. I was interested in this vehicle, and called the dealership for more information. I was then put in contact with a sales consultant named Gavin Bass. I asked Gavin a couple of questions regarding the condition of the vehicle, and afterwards decided that I was interested in the truck. I requested they hold the truck for a week so I could look at it (I live in DFW). I was informed that a $500.00 dollar deposit was required to hold it. I worked with the finance manager Andrew Elliot to pay the deposit. I met with Gavin and Andrew to look at the vehicle the following weekend. Upon arrival, it was evident that the condition of the vehicle was not as shown in the online listing. The headlight was cracked and patched with silicone adhesive. The mud flaps were torn and damaged. A dog had chewed up the front bumper around the fog lights in multiple locations. The fasteners which secured the front bumper were damaged, which resulted in it being loose. The rear drivers side tire had two plugs in it. The tires were also old and deteriorating. The windshield was cracked/chipped. I was surprised that not a single one of these issues were mentioned in the photos/description of the listing, or on the phone when I requested information about the vehicle. I asked Andrew multiple times if he there were any opportunities to negotiate repairs. The best answer he could give was "No, what did you expect on a high mileage vehicle". I continued to push for some point of negotiation, which actually irritated Andrew. Towards the end of the conversation, Andrew was on the verge of raising his voice. Between the deceptive photos and rude interactions with the staff, I decided that I would not buy this truck. I requested that my deposit be refunded, since the truck was not in the advertised condition. Andrew refused, and stated my deposit is non refundable. How can you claim that a deposit is non refundable when the product is not as advertised? As we left the lot Andrew shouted "You said you were going to buy this truck" as his parting words. This entire interaction took place in front of other customers and salesmen, which I find to be extremely unprofessional.

Why would I buy a truck when you withheld information which would influence my decision to buy? If you wanted me to buy the truck, then why would you be unwilling to negotiate any repairs? I honestly believe that Andrew had no intention of selling this vehicle. In his mind he had a free $500 deposit.

When I found the truck, it was listed at $17,993. The vehicle has since been relisted at $19,993. There is still no mention of any damage to the vehicle. The salesmen will reduce the price by $2,000 for the next person who is interested and make it seem like they are being compensated for the damages.

The listing for the vehicle states "At Lithia Toyota we are focused on providing customers with an honest and simpler buying and service experience". This statement could not be more incorrect. Lithia Toyota of Abilene demonstrated deceptive business practices, and the worst customer service experience I have ever seen. Any respectable business would do their best to be honest about their product, and treat their customers with respect. Lithia Toyota of Abilene did not exhibit either of these qualities.

EDIT 9/30/2019
This response is incorrect. The entire passenger side is not featured in the listing. The portions of the front which contain damage are also not shown. The lack of effort put into this response is confirms how poorly this dealership is run.