To Whom it May Concern,
I’d like to share my recent experience at Cavender Toyota in hopes no other potential customers have a similar experience.
I initiated contact with Cavender on Friday, October 23 through the website after having visited Red McCombs Toyota to inquire about a 2016 Silver Toyota 4 Runner 4X2 Limited Edition with Redwood interior without third row seating. Red McCombs didn’t have a 4 Runner in stock with Redwood interior, however, they tracked one down in the system with my exact needs and said they could get it to San Antonio in few days. They gave me a sheet with the VIN number, MSRP, etc., however, they wouldn’t divert it to San Antonio unless I was serious about purchasing it. I told them I wanted to wait to make sure I liked the Redwood interior before making a decision. They explained they had a blue one coming in this week and that I could come in to take a look at the interior. In the meantime, they appraised my trade-in and gave me an estimate.
I began corresponding with Julio Cervera at Cavender who said there was a 2015 Silver Toyota 4 Runner 4X4 Limited Edition with Redwood leader interior on the lot and he gave me a quote. I told him I’d like to come take a look at the interior to ensure I like it.
I showed up at Cavenedar Saturday, October 24. Julio was tied up so he had Jesse Casillas take me to the car. Jesse was very nice. He showed me the 4 Runner, answered my questions and let me test drive it. I wanted to get a competitive offer on my trade in and inquire about Cavender finding a 4 Runner in the system that better matched my needs – maybe even find the same one Red McCombs found. I loved the interior color and decided I wanted to proceed and purchase a 4 Runner. I had a couple of questions about my trade in so when we got back inside the dealership Jesse came over with David Reyes.
This is where things took an interesting turn. David asked me if I liked the 4 Runner. I said I did, except for the fact that it’s 4X4, has third row seating, pin striping and was not a 2016. Other than these things – yes, it was a great car. I asked if he could locate one in the area or find out if one was coming into Houston. He said he looked and there aren’t any coming in. At this point, I knew he was not being truthful because I had with me a quote on a 4 Runner that was scheduled to drop in Houston on October 27. I asked if he could look to see if maybe a Black 4 Runner with Redwood interior was coming in. He said, “No.” I asked, “Are you saying, ‘No,’ you won’t look or ‘No,’ you looked and couldn’t find one?" He said he looked and there are no 4 Runners coming in with Redwood interior period. He said he could special order one and it would take 6-8 months to arrive.
Baffled and still trying to process what he was saying, I asked if he could have someone look at my trade in and give me a quote. He asked me again if I liked the 2015 4 Runner I drove. Again I said yes except for the items I had just mentioned that I did not need/want. There was an awkward silence as he stared at me. I asked again if he’d take a look at my trade. He asked if I’d consider making a deal on the 4 Runner. I said I probably would not, however, I would be interested in purchasing a 4 Runner that better met me needs. I then said, “Are you not willing to even look at my trade in.” He simply said, “No.” David essentially refused to have anyone look at my trade in until I agreed to purchase a 4 Runner with options I did not need/want. He said it wouldn’t do any good to appraise my car when it will change anyway before my “special order” 4 Runner would arrive (in 6-8 months). What he didn’t realize, I guess, is that customers often make a decision about where to buy a car based on how much a dealership is willing to offer on a trade-in.
His unwillingness to even LOOK at my car was crazy to me. I’m hoping my experience was an isolated one. I left Cavender, went to Red McCombs and placed my order for the 4 Runner they showed was on its way to Houston. Red McCombs said there were multiple 4 Runners with Redwood interior coming in and I just needed to pick my color. My car will arrive in San Antonio in one week and I couldn’t be happier. I explained to the folks at Red McCombs what had happened and they said it’s a story they hear quite often.
In short, I went to Cavender to take a look at the interior of a 4 Runner, give it a spin and get a quote on a vehicle you would have to locate and divert to San Antonio. David made that impossible. He made my decision to leave and go elsewhere very easy. I have nothing but praise for Jesse and Julio. They did their jobs. They got me to the dealership. David got me to leave.
I hope this feedback is helpful. So far, emails/comments directly to dealership have not been acknowledged.
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