On May 25th, my husband and I went to Carson Toyota, CA to see if we can purchase a sensible vehicle. While we were there, the sales person was very nice and showed us around. He was not at all pushy so we told him that we would think about our purchase and come back the next morning and give him our decision.
On May 26th (around noon time), my husband and I went back to Carson Toyota. There we met up with the same sales person and decided on a car. The car which we were going to purchase is a Corolla S.
After deciding on the price, which was $18,000, we met with the finance manager. We explained to him that my husband works for a credit union and won't be able to get the check to them by Tuesday (because it was a memorial holliday weekend) and we also showed him the pre-approved slip from his credit union to show him that we are serious about getting the vehicle. My husband's boss from the credit union was also there and explained to the finance manager that my husband is already approved and that they'll get the check for the full $18,000 on Tuesday morning.
The finance manager told us that he needed $200 so that he will be able to hold the car for us. So I wrote out a $200 check. Before leaving the dealership, the finance manager gave us the purchase order slip. We were about to leave until my husband realize that the purchase order had the amount of $18,500 on it.
So we told the finance manager to fix that problem other wise we would go to another dealership (because we already agreed on the price and now it's $500 more). He said that he won't be able to fix the problem because the person who draws up the purchase order had left for the day, so he suggested us to come back the following morning to pick up the new purchase order. We agreed and went home.
On May 27th, we arrived at Carson Toyota at about noon time. Upon arrival my husband went and spoke with the finance manager from the night before. They wanted my husband to give them another $100 in cash or check to hold the car. We reasoned with them that we already gave them a $200 check the night before to hold the car. They would not be able to chash the check till Tuesday monring (which is the date we will give them the full amount), so there was no reason for us to give them more money.
The finance manager agreeed, so we picked up the purchase order for the amount of $18,089 (another $89 more than the agreed price), we were tired of argueing so we agreed on that price. Before leaving the dealership, we specifically asked them if the car will be on hold for us and that we will be able to pick the car us the next morning (because of the problem we had with them wanting more money to hold the car). They assured us that everything is fine and to come back the next morning to pick up our car.
Finally on May 28th my husband took the morning off to handle the car situation. Around 12:00 noon that day, we had our insurrance lady meet us at the dealership so she can take a picture of the car to be able to insure us.
After filling up the paper work with the insurance, we were looking for the car, that we were going to purchase, so she can take the picture and process our insurrance. We saw our sales person and asked where the car was. He told us to wait at the office and he'll go and bring the car around. After 5 min., we saw him come back and told us that he could not find the car but he said that he will check again. He went into the office and check their computer to locate the vehicle.
The computer showed that the car is still on the lot and he said that he'd go and get it. Then after about 30 min. Of going back and fourth, my husband just went into the office and straight out asked the sales manager there whether the car is either in the dealership or not.
The sales manager finally told us after argueing for about another 30 min., that they had sold the car on the night of the 27th of May (mind you we were there that day also to get the purchase order). My husband was so upset and asked the sales manager how they could do that because we had given them a $200 check to hold the car until that day.
The sales manager and my husband were argueing and finally the sales manager, being so rude, told my husband to get his check and get the hell out of the dealership. At that point my husband stormed out of there and I stayed and spoke with the sales manager.
I asked the sales manager how this could have happened. He basically told us that if someone offers a higher price for the vehicle, then they would sell the car to that person. I told him that we gave a $200 deposit to hold the car, but he said that it does not make a difference.
I asked him if I could speak with the manager, he said that I can speak with him. But there was no reasoning with him. I asked him if what he is planning to do to reconcile this situation and he said he would do nothing. I asked to speak with the general manager of Carson Toyota and the general manager would not meet with us.
After being there for four hours we decided to leave. We have head so many negative things about Carson Toyota and the way that they mistreat people. At first we did not mind those things because the sales person was so nice and their finance manager was great. However having experience that at Carson Toyota of CA, I must say that I would NEVER go back there again. If anyone ever thinks of buying a car from CARSON Toyota, I suggest that they go else where. Preferablly go to Long Bach Toyota, CA. We were in and out of there with a car that same day in about 3 hours.
I understand that Toyota is a great car. However, when we see Toyota being advertised, we see them as caring people who does care about their reputation and their image. With the experience I have had with Toyota, if I was a first time buyer and did not know any other dealerships or how the car is, I would NEVER go and buy a Toyota.
My husband has lost a full day's wage, plus aggrivation. There was ABSOLUTELY no appology on the part of CARSON Toyota. Basically their attitude is that they're there to make money no matter what.
I have not experience such rudeness and inconsideration until I have crossed paths with Carson Toyota. The sales manager was rude and embarassed us. Told us to get our check and get the hell out of the dealership. He did not even had any consideration as to speaking to us in a soft voice, he was yelling and screaming and there were other customers that heard him.
My suggestion is that Toyota Corporation needs to find a way to make this improvement because you cannot rely on one-time customer only.in order to be successful in the long run you need repetative customers.
Toyota needs to folllow with their word. Next time if they decide to promise a car to a customer (ESPECIALLY RECEIVING A DEPOSIT), they need to follow through with that. Otherwise they will be viewed as liers.
Carson Toyota needs to be educated as to what Toyota believes in and what Toyota's values are. Their sales people are great, however their upper management (whom the lower management looks up to as a model), needs A LOT of SERIOUS changes (in the way which they deal and treat people). We (the customers) are not number or any other thing. We need to be treated like human beings not trash.
Jennifer
Long Beach, California
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