Terrible Customer Service, Lies, Etc, etc.
Last month I began a search for a 2014 Tundra Limited Double Cab (without the TRD package) for my boss. I found the perfect truck in silver at Broadway Toyota while I was searching Cars.com. It was listed for $39,8XX on Cars.com with a MSRP of $41,959. I called and spoke to Michael Todd in the Internet department on 3/16. I confirmed with him that the truck is a Double Cab without the TRD package and asked him what pricing they are willing to do, as I had seen people getting $4-5k off of MSRP. He told me that $38,658 was his bottom dollar on this truck, and that was including Toyota's current $500 rebate. He looked up the Tundra and found out that it had a hold on it from the fleet department but said that it was usually easy to get that hold taken off for us, and if not he could get a replacement truck with the same specs. I agreed to come look at it with my boss at 5 PM on that same day.
I arrived at Broadway at 5 PM. The truck was exactly what we were looking for, and we told him we wanted it. Mike then says he will look for a matching truck. I inquired why, and he said he had talked to the fleet department and that there was no way to get the hold off of this truck, and that he would be taking it from another customer if he did. Instead of explaining this in a polite manner, Mike decided to take the condescending approach. He comes back a bit later and tells us that he has found the exact truck we want, and can get it in 24-48 hours. He says $39,000 is his bottom line! So much for the $38,658 that he quoted me over the phone. I make him an offer of $38,000 for the truck, and tell him we are paying cash for it. He again becomes condescending, starting off with "you know how this works right?" and says that he would actually be losing money at that price; the truck needs to be transported from northern Washington to get here. He explains that he could easily do $4-5k off a truck sitting on his lot but not this one. He tries us to talk us into TRD package truck at this point, and I turn him down, as we don't want the TRD package and had already explained that to him. My boss agrees to go ahead with the $39k offer, as he wants this deal done sooner than later, and doesn't want to get into a further fight with Mike. Once we are walking over to finance, Mike tells us that the truck is in transit currently by Toyota and may even arrive that evening (Sunday), or the next day. As we are saying goodbye, they tell us that we’ll see you on Wednesday or Thursday. No explanation for how it went from Sunday/Monday to Wednesday/Thursday for the truck being delivered. I tell Mike to call me first when it gets here. Wednesday comes, nothing from Mike. Thursday comes, no update, no call, NOTHING. I call Mike at 11:10 AM, and he tells me that he sees the truck in their inventory, and is checking the lot to see if he can find it. He says he will call me back in 15-20 minutes. No call back, NOTHING! I call him back at 2:55 PM, NO ANSWER. I leave a message. Nothing happens. I then call him back at 5:00 PM, NO ANSWER. I then call their main line and speak to Lyle and tell him that Mike is not returning his calls and that the LATEST our truck was supposed to be ready was Thursday, and I had received absolutely zero updates. He apologizes, and offers to look up the truck. Eventually they find it, and Jake calls back (Mike’s boss). I asked him if he ever talked to Mike about what exactly is going on, and he tells me that Mike stopped by this morning to make sure they were getting this deal handled for me (very funny!) and then tells me the truck will be there Friday and be ready for us by 3PM, as it was getting on a flatbed from EUGENE!
The next morning (3/21) I call Mike on his cell phone at 11:27 AM and he finally answered (he had made no attempt to call me back previously) He apologizes and tells me he lost his phone (I gave him my phone number on day one, and he could have called me back ON ANY OTHER PHONE. When I left on Sunday evening, he even confirmed with me he had my phone number.) I ask him why it had taken 4 days to come from EUGENE, with no phone call (first it was northern Washington, now Eugene, they can’t quite get their stories straight). He gives me a story about how they assigned ownership of the vehicle while it was sitting on the lot in Eugene and they have bad blood with the dealer down there, and it had to be PPI’ed twice, etc, etc. and the lies and bogus story grows larger and larger. Mike then offers to throw in a full tank of gas for my boss for our trouble. I call him on this and say, “Isn’t that already included?” He admits it is, and offers to throw in “one or two more tanks of gas if my boss is in the area.”
We finally come down to pick up the truck and I ask that he put the extra gas in writing for us, which he does, though in a grudgingly manner.
The point is, if you want customer service, not to be lied to, and anyone to actually call you back, don’t go to this dealership!