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Review 1/7/2009
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I have contacted the dealership thru friend who leased a Toyota Camry from them with a $249 per month all included payment and zero drive off. I called and spoke to Hugo who identified himself as the sales manager and confirm that the deal can be offered to me as well. I gave him my friend’s name and he asked me to call back in 10 minutes and he will confirm the deal. I called and he confirmed. I asked him THREE times to be sure because I have to drive 140 miles round trip to get the car. He confirmed and said come on down and I will have the car ready. I am a type 1 diabetic and had to eat dinner while driving to get there on time. Hugo welcomed me and made me wait about 10 minutes while he was walking around. After waiting I asked to drive the car while they are preparing the PPW. We took a very short test drive. Suddenly he came to me trying to explain how a different car trim is actually a better deal with a higher payment and $909 down. I got upset reminding him how he confirmed the numbers over the phone before I came and demanded the deal he agreed to over the phone. Suddenly his manager showed up and I found out that Hugo actually lied about being the sales manager. The actual manager tried to push me into a car I didn’t want and said they can’t honor the quote they confirmed on the on the phone. I got mad and said I will complain as this was not right, I drove so far so late in the evening to find out I was lied to and got my time wasted, Hugo told me to my face that their policy is not to take anyone seriously on the phone but to try and get them to come in. The next day I called Larry Tuff – the Customer Relations Manager and explain what happened. He said he will look into it and call me. About three hours later I got a call from Larry and he said it is basically my fault that I didn’t get the car because I refused the deal they offered me. He wouldn’t listen to me and yelled at most of the time. I said I will contact Consumer Affairs and report your sales practice and his response was, “wooooo.. They got me scared.. I will give them my side and they will close it the complaint”. I am furious at these guys, they lied to me on the phone and to my face, and they would not honor their quote and treated me as a disturbance and not as a customer. The guy that’s supposed to provide customer service yelled at me and wouldn’t even listen to my problem. And the worst part is that up until now, none of them even tried to apologize and make it right. If I would get and apology saying that they thought they can make it happen but they were wrong I would of understood but nothing, instead I get yelled at by the Customer Relations Manager saying it my fault.
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Business's response - by Randy H.on 4/12/2013
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Thank you so much for your feedback. Your insight is very valuable. We are always looking for ways to improve our dealership.
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