I need to report my complaint about the Toyota dealer at Antwerpen Toyota, 12420 Auto Drive, Clarksville, MD 21029 (410-531-5700). The main purpose of this compliant is to prevent the dealer to use the same trick to the customer and to warn the customer to check the final contract carefully.
We (my wife and I) went to this dealer to buy 2012 Yaris on 10 August. The price was settled at $14500 based on the manufacturer MSRP of $17290. However, I discovered that the final price was jumped to $15755. The dealer never mentioned to the customer about the price being different. I found myself only after check the final contract carefully. I do believe that most customers do not check the final contract. I myself did not check the final contract from my previous three purchases at the same dealer. The higher price was because of delivery processing/handling fee ($760) and the dealer adding-on option ($495). We argued with them. Finally, the dealer agreed to waive the adding-on option and we agreed to pay the delivery processing/handling fee.
We were even more surprised to discover that the delivery processing/handling fee was already included in the MSRP of $17,290 according to the invoice posted on the new car window. The $17,290 invoice contained $16100 for manufacturer suggested retail price, $250 for cruise control, $180 for Carpeted floor Mats/Cargo Mat, and $760 for delivery processing/handling fee. It meant that the delivery processing/handling fee was charged twice. If this happened to us, it could very well happen to other customers. I do not want to but must say “It is cheating”. I am shocked how a company with such a good reputation would do this to their customers!!!
I went to Antwerpen Toyota and sent my complaint letter to James Ritz, Director of Operation, in person on 12 August and 14 Sept. I have also sent him six e-mails ([email protected]) on 31 Aug, 01 Sept, 04 Sept, 12 Sept, 21 Sept, and 24 Sept. James Ritz responded twice on 31 Aug and 24 Sep. He wrote “Why was your experience so bad” on 31 Aug and “What exactly would you like me to do” on 24 Sep. Any other response is better than his reply. I have not yet received any response from Antwerpen Toyota since 24 Sept. It seems to me that Antwerpen Toyota tries to ignore my complaint.
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