3 years ago
A bad experience. First I have to say that this on...
A bad experience. First I have to say that this only applies to sales. I have dealt with the service and parts department multiple times and always interacted with friendly and helpful employees.
I have purchased 5 vehicles from other dealerships previously and worked at a Toyota dealership for four years. The way things were handled with my first (and last) attempted purchase from this dealership was not right. My wife, my daughter and I, went in looking at pre-owned Highlanders on July 29th. We talked with an awesome salesman, test drove the vehicles and decided on one. We were pre-approved for a loan but were willing to let the dealership try to match it.
Things took a turn for the worse as soon as the used sales mananger got involved. First, we had to wait approximately 45 minutes to 1 hour to even begin the process for a trade in value, which we understood as they were busy (however other dealers have given me a loaner while they waited to assess my trade in and call when ready). Once the manager finally got around to appraising our car he spent no time looking over the car to see what kind of condition it was in or what options it came with. A quick loop around the lot was all he had time for apparently. When all was said and done he informed me that with all his research and NADA, we were looking at $11,000. I informed him that what I saw on NADA was $13,000 so we went and looked at it on his computer. When he showed me I noticed he was only looking at base model package prices while ours was fully loaded. He then proceeded to tell me that I would need to go find the monroney sticker and bring it back to verify the options, and even then, that he might not give us close to that price. He got very defensive at that point and began to talk down to us as if we were children and the ones uninformed of how things worked. The car is a 2010 and is in incredible condition with low miles for its model year. All he saw was his base NADA models and auction price research and was not skillfully able or willing to take the time to verify features while driving the car. But instead told me to find a build sheet with the options to verify them. Isn't that his job?
Overall we spent approximately 3hrs at the dealership and left with nothing, but at this point (when he assesed our car) they were closing soon anyhow. Maybe he was just ready to go home.