Even though I acknowledged buying a used vehicle with only a 30 day warranty, I believe there was an exhaustive amount of pleading and urging on my behalf to get them to fix the vehicle to start as well as my old vehicles. When I picked up my vehicle on the 15th, I asked to talk to the general manager so that he knew how I felt being on the receiving end of their poor customer service practices. Although we had to agree to disagree, he did give me the time to explain my side .
Kurt, we do apologize for the miscommunication on the mileage and unfortunately the mileage was misstated on your paperwork. I can assure you that no one drove your vehicle after you put a down payment on it. We did extend your dealer warranty to the correct mileage.
I AM POSTING ON FACEBOOK HOW YOU SOLD ME A LEMON AND SAID I AM SCREWED!!!! AND YOUR GENERAL MANAGER DIDN'T EVEN HAVE THE BALLS TO PHONE ME BACK.
Hi Nanette, thank you for your review. Our goal is to exceed your expectations. Please feel free to contact myself Peter Orlich General Manager or Service manager Lori Layman at your earliest convience tp provide further details. They are available at 218 741 2355. We hope you allow us the opportunitty to regain your confidence.
I read with great concern your review of the dealership. Please allow me the opportunity to review your situation and get back to you.
We take the job of providing quality customer service seriously and want to make sure that every customer is given the best experience possible.
I tried calling you on Monday 12/1/2014 and the call seemed to have gotten disconnected. In trying to help find out what the issue is i do not show any contact with the dealership since your last service visit back in May, 2014.
Please call me at your convenience and let's discuss what your issue is and how I might be of help.
The NADA Clean Trade-in he showed me was $8050, it did not include the moonroof, which would actually bring it up to $8500. I pointed that out, but he brushed it aside with barely a comment, then he said with all these negatives, my car was a low end mid level trade, oh and he told me he was charging me a $400 refurbishing fee so Iron Trail could go through the car and get it ready for resale. This made me curious, as I had never heard of it before, so I called around to other dealers in the area to see if it was a new practice. They had not heard of it either, and one even laughed at the question, but when I questioned GM Steve about it, he confirmed that they do indeed pass this charge on to the customer.
So, I was offered $5300 for my car, saying we had to start somewhere. I told Mr. Wagner that I realized the company needed to make a profit, but my car had a lot more value than he was offering. He actually said to me that he wasn't looking to necessarily make a profit, but to break even. Really? I've never heard of a business that isn't out to make a profit!
When I told him I wanted to spend between $25-$26k, he said, "so if I can get you $25,999 you will take it?" That's how he was 'working with me'. When I finally agreed to to a figure that would reduce my trade from top end $8500, which I realize was never an option, to less than $6800, he said he had to get approval from GM Steve for that amount. He came back and asked if I could go just a little bit more- I said maybe the $48 that was part of a previous figure he tried to use. HE ROLLED HIS EYES and with a deep sigh asked if I could do $250. Why I didn't walk then, I'm really not sure; maybe because I had already been there for 4 hours and was tired of fighting. But, I offered then to split the difference on $250, and go $125 - which he tried to up even more. Once he got the agreement, he walked away to get the paperwork finished. He left some papers on the desk, one of them was the approval for the amount I had asked for, so he did get the approval, but had to take more from me.
Even though I didn't get what I felt was a fair amount on my trade, the fact that he charged me a refurbishing fee and then tacked on more after getting an authorization for an agreed on amount was really poor salesmanship. Will I tell others about my experience? Yes, I already have. And some of my female friends have said they are appalled at how I was treated by your company and are seriously reconsidering doing business with you in the future. I gave 2 stars because Melissa D. worked so hard to help me find a vehicle I wanted , and answered all my questions about the different vehicles I was interested in.
I'm truly sorry you feel you weren't treated fairly on your trade, we try hard to make sure everyone gets a fair and honest deal on the vehicle they buy and the vehicle they trade in to us. It is very much a common industry practice that in evaluating a trade that any needed reconditioning, upgrading or repairs are taken into consideration in determining fair market value.
We do appreciate your business and the opportunity to work with you. I wish you many years of worry free driving in your new Toyota.
I was a little disappointed in the financial Manager tried to put me in a vehicle that I could not afford and didn't even tell me about it.
And found out the vehicle I did purchase was marked over blue book value.
But because of the salesperson I had I am satisfied he was a very nice guy.
Michelle, thank you for your review. We will be sure to pass along your review to your sales consultant, Robby. I hope you are enjoying your Rav4!
Calls were not returned, the whole process was stressful.