First let me say that you should review the complaints on the Better Business Bureau. There are consistent, well-documented issues with customer service and price discrepancies at Expressway Toyota.
Let me tell you the conclusion first:
I did purchase a vehicle here. It was not detailed or serviced. It took me hours to fight for delivery. There was a razor blade on the back seat when I received the vehicle (presumably from scraping off the MSRP sticker) and the spare tire was taken and replaced with a doughnut. The floormats were dirty and in a pile in the trunk. Not installed. I will clean it and pay to have it serviced. Although you may get the price you want at this location, it comes with a huge cost of time and service. The customer service at Expressway is absolutely the worst I have ever experienced. Buyer beware that you will have to spend a huge amount of time and effort, fighting for your deal. If you don't specifically ask for something that seems standard (like the spare tire that's always included), they will take advantage of you. Next time, in addition to going somewhere else, I will not hand over the final payment until I have the keys to the vehicle and am satisfied with the condition. Lesson learned.
Here's more detail of my absolutely abysmal experience with Expressway Toyota:
- I purposefully parked my car (to be traded) at the end of the parking lot in a spot that was out the way. Upon valuation, it was moved to a different spot and immediately blocked in by other vehicles. I literally could not leave the premises and it took an hour to "find" the owner. The owner worked for Expressway and this was a sales ploy to keep the negotiations moving.
- I negotiated a price for the vehicle to be purchased on a Tuesday. It took four hours due to constant delays and layers of management discussion and business-office analysis at Expressway. I bought a car in cash. There's not much to analyze.
- I informed Sonny Chen, my sales associate, that I would be returning on a Friday to pick up the vehicle. I specifically stated that the car should be detailed, serviced, and an agreed-upon repair completed. Sonny agreed and said that was no problem. He offered to also have a service record on Friday and I said I would like that.
- On Friday I return with my husband and child to pick up the vehicle. I inspect it in the lot and note that it's not clean, but the repair was done.
- After two hours of waiting, some paperwork, and more management discussions, I ask for my vehicle. Sonny says that it's not ready becauase the repair wasn't done. This is a lie (#1). I tell him this is unacceptable given that Expressway now has the title to the vehicle I'm trading, the title to my new vehicle, and full payment in cash. He tells me that it will take hours to get the parts for the repair. More lies.
- Sonny agrees to deliver my vehicle to my home that evening. This is frustrating, but fair (in my opinion).
- I call Sonny at noon to remind him to bring the service record upon delivering the vehicle. He agrees.
- That afternoon I have not heard anything and I reach out to Sonny. After leaving him messages, he responds that my car cannot be delivered because it's now outside of business hours. I respond that I want his manager's name and number immediately.
- It is now 5:00pm on a Friday afternoon. There is no answer at the Expressway Operator phone number, no answer on Sonny's phone, and no answer when I am transferred to the Sales department. I end up calling the Phone Sales group and pretending to be a new customer just to talk to a person. Phone sales tells me that I can leave a message for a manager. I do that and no call is returned.
- At 5:15pm Sonny finally answers (because I continually call until he picks up, as he's working until 6pm). He tells me that the issue is with taking dealer plates needed for delivery off the lot after hours. This is a lie (#2). I ask for his manager. He tells me there's no one on site, but that he will have someone deliver the car tonight. I request his manager call me in the morning. Sonny says that they will. This is a lie (#3).
- The car is delivered by a very kind driver (not Sonny). The deliverer does not have the service record which I requested, so he calls Sonny. Sonny says he will email it. This is a lie (#4). To this day (weeks later) I do not have a service record and the "needs maintenence" signal is on in the vehicle.
- I had another question so the deliverer kindly called Sonny again. The deliverer said to Sonny, "Why don't you just talk to the customer and clear this us?" and he attempted to hand me the phone. Sonny then said he was at a funeral and couldn't talk. For the record, it was 6:30pm on a Friday night. This was a lie (#5).
I know that buying cars from dealerships always involves some hassle, but Expressway Toyota completely disregards the normal course of business and completely insults their customers. I, along with other reviewers on Yelp, google, and the better business bureau, recommend you AVOID THIS PLACE AT ALL COSTS.
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