January 13, 2018, I visited this dealership expect...

January 13, 2018, I visited this dealership expecting to purchase a pre-owned 2015 Toyota Sienna XLE Premium Salsa Red in color, stock # T16304T. I was in communication with Jennifer Perez on Wednesday, January 10th, to ask a few questions regarding the vehicle. From the pictures on the website we both mentioned that it was a very clean car. Something I was looking for and met every criteria. We agreed that I would arrive on Saturday then spoke again on Friday around 5pm to confirm my visit and explained that I was on a strict time limit due to celebrating my son's 2nd birthday.
I drove 3 hours very excited from Lancaster, Pennsylvania in mind of making the purchase. I walked in the door promptly at 9 am and was attended immediately by Umair who directed me to Russell. He grabbed the keys and pulled the vehicle closer to the door for me to see in person. As he handed the keys he mentioned that the Sienna was a bit dirty because it was being used to transport the employees back and forth between buildings which seemed odd to me. As I walked around the vehicle I noticed the passenger side front and rear door had a significant mark from another vehicle. I could not believe that this was happening. I would assume after confirming my visit that the vehicle would be detailed and ready for me. After my 3 hour drive, you can just imagine my frustration. Russell said that they can not sell a vehicle in those conditions then contacted Rodrigo to come see. Rodrigo sent the vehicle to the body shop and to have it buffed.
While the vehicle was away Russell discussed that if I wanted the vehicle arrangements can be made for me to come back at another date for the dealership to make things right. I explained that it would be overwhelming making another trip. He then offered to reimburse me if I decide to have it repaired back in Lancaster, PA if I purchased it. I remained calm, then said to Russell that we can wait to see what the vehicle will look like after being buffed. I called my wife and informed her of my finding. I paced the showroom several times thinking of the situation. Several employees kindly asked if I was being helped or needed anything which made me feel valued. When the body shop returned the vehicle, the mark was removed but unfortunately the paint was scratched on the front passenger door and the rear passenger door had a dent. I was very disappointed and filled with dissatisfaction thinking about my 3 hour drive back home. I have been searching for 2 months and decided this one was the one! I had a title for my trade and a bank check ready.
Russell himself seemed somewhat embarrassed of the situation and very apologetic. Also mentioned that the dealer will do all they can to compensate me for the trouble. At this point time was ticking away but I was willing to make the purchase pending compensation. I drove my 99 Lexus RX300 for trade in not expecting much, it is my beater car and was well aware of it's value. I was ready to negotiate and leave with my Sienna.
After being there over an hour, the vehicle interior/exterior dirty, the mark and now dent I would figure my compensation would be worth the hassle. Mr. Rodrigo offered me a trade in value of $1000 and waived a setup fee. I asked Mr. Rodrigo for my keys, but then realized I had them, I turned around and walked out. If time wasn't an issue I would have negotiated for wholesale price for my troubles but the time spent with my son was priority!
I got in my car and left with the focus of my son's birthday party. I felt disrespected and not valued for as a customer over the situation. No consideration of my 6 hour trip back and forth to your dealership. Prestige Toyota left a poor impression and experience during my visit. I tried calling Jennifer P. but she never answered the phone nor did I receive a call from Prestige Toyota.It's obvious someone some how never got the ball rolling. The vehicle should have be detailed and set aside ready for customer not transporting employees.
VIN 5TDYK3DC3FS600942 is still on the lot being sold as a Certified vehicle.