ReScore Reviews™ (3)
A few months back I called to set up an appointment with the service department here. Someone actually took my call however sounded like I had just called and woken up the person that answered. I second guessed I had gotten the dealer thinking I might have just mis-dialed. I was told no, this was the dealer and asked rudely what I needed. After a brief unprofessional interaction I decided to try another place.
A few months later (now) I just needed to schedule an oil change and decided to give them another shot. I called in to see what was available and the receptionist transferred me to service. After waiting a few minutes on hold I was hung up on. I called back and let the receptionist know, to which she apologized and transferred me again. This time I sat on hold even longer then finally came back to the receptionist. She apologized for the wait and let me know that they were just too busy to take a call and asked her to take a message. Really? Too busy to take a call? I told her that this was my window I had to be on the phone (I have a job so can't wait by the phone in hopes of a call back all day, imagine that.) At the end of the day I checked my vm and surprise...no call.
I figured I would try them again today and predictably was met with the same experience. I called in, got the receptionist, was transferred to service, sat on hold for an extended period of time, then came back to the receptionist who again let me know that they were too busy to take the call but would be happy to take a message. Unbelievable. My only consolation in the experience is that if they are too busy to even book an appointment that I dodged a bullet of - too busy to get my car done, and too busy to (fill in the blank).
This was my last attempt at using them and will find another shop. Should have gone with my gut and avoided them in the first place.
Our salesperson, who I will not name, was generally pleasant to work with and wasn't one of those stereotypical car salesman who just pushes a vehicle on you. He literally - and fitguratively - took a back seat and allowed us to take the vehicle all in. He showed us some features and we did a test drive in the area.
We wanted to look into trading one of our vehicles - most likely my 2005 Honda Civic - and upon our test drive return, CJ, one of the sales managers, took my car out for a spin while we started the paperwork for a trade in quote. Up until this point everything was going a-ok.
When we agreed to the trade in value of my car, we began negotiating on the vehicle we would be purchasing. We went back and forth on the price, with ToLC coming down less than $1,000 on the vehicle. After a couple hours at the dealership (from when we drove up to this point), I just wanted to get the deal done. In hindsight, sleeping on things may have been a better choice so we could review the information both shown to us, and spoken verbally to us.
The short of it is that our salesperson told us we were purchasing a certified used vehicle (turns out it wasn't - and this would have accounted for some of the extra cost we paid), and we were not informed of recent work (over $2,000) done on the vehicle to service the brakes among other things. Another issue - which for my husband was the biggest issue - is that we were told we were purchasing a "sport edition" of the Highlander, which would indicate the car came with extra features hence a higher price than a normal base model. While the vehicle did have leather, it appears this is an option the previous (only) owner ordered through the factory - otherwise, the vehicle was a standard base model with no extra features. Essentially, we did not buy the vehicle we thought we paid for - though happy, we felt we overpaid for a base model vehicle.
We went back to the dealership to hash things out - and I must say through all of this, CJ Singh (sales manager) and Caren Kasperbauer (customer service) were patient. To come to an agreement, and to lessen the "burn", ToLC agreed to replace all four tires on our vehicle - one of the other issues we pointed out after the fact and did not notice at time of test drive, is that while 80% tread remained the rubber was cracked. Even one of their OWN service advisers said, after my husband inquired, that this was in fact a hazard and could result in blown tires should such trauma occur to the tire. Again, if this was in fact a Toyota certified pre-owned vehicle the tires would NOT have been certified/passed inspection.
While our car buying experience was certainly not terrible, some of the incidents as described above are the reason for the 3-star review. I'd like to reiterate how wonderful CJ & Caren were in rectifying this situation. We do love our new vehicle, and now that we have new tires which we can feel comfortable driving our vehicle with, we are satisfied with our experience.
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