Some background: Looking to buy a 2015 Tundra Crewmax SR5. Did my research online, Consumer Reports, TrueCar, and Edmunds. TrueCar began my spam session with the dealers, but I was prepared for it. Also had financing, trade-in appraisal, and down payment all lined up. Bought my previous vehicle (2008 Scion Xb) from same dealer before the relocated across the freeway, great experience.
Nailed down a decent price with Ryan Mannion, Internet Sales Manager. Tell him we're coming in Friday night after work. We get there and Ryan is gone, they don't have any more trucks similar in spec or price. We walk around for a while and ask Jonathan to test drive a 4x4 TRD. We like it and they have one fresh off the transport. We sit down and start the negations. We are quickly escalated to Rick Glenn, Internet Sales Director. He's so overbearing and intimidating that my wife needs to step outside. Two hours later we still can't agree on a number for the truck (did get a better financing quote with TFS) and didn't even discuss my trade-in, so we walked.
Next day Ryan calls and wants to make the sale. I already have a lower quote from Internet Sales of Dave Wilson's, so Ryan offers to get the DW truck and beat the price. Complications ensue, so we ask for the one they had last night and verbally agree on a price. We come in and meet with Ryan, we see the truck getting pulled in for PDI and make sure that's the one we want. The extended warranty pitch comes and I decline, we walk in and sit down to get a quote breakdown and hopefully start the discussion on the trade-in.
Here's where it gets interesting. We wait while everyone stands around the desk (Rick is there) eating some cheeseburgers. Ryan returns with bad news, the truck was damaged during PDI. I ask to see the damage, "oh we can't have anyone back there for legal reasons." We were just there looking at it less than 10 minutes ago. So we can't have that truck, they don't have another, and can't get the DW truck. I ask about my movie tickets from last night’s test drive, wait for them to fill out the forms and we walk, again. As we're walking out, Ryan chases us down and says the truck has been pulled around and we can check it out. There's no visible damage and no one knows what actually happened to the truck and the Service Manager won't be in until Monday.
We leave and I call and leave a voicemail for Rich Abajian, GM. I get a call back from Gay Otey, Findlay Customer Service Manager. Great lady, genuinely wants to get to the bottom of things and says she'll make a few calls. She can't get any answers and wasn't sure why we didn't have a deposit on the truck, since any one can buy it according to the system. She calls back with John Barr on the line, he explains the price we were quoted was not something he could actually sell that truck for and would be losing too much money. I ask why Rick and Ryan would agree, and he mentioned they may have been a little too aggressive hoping to make up for it with Extended Warranty or other accessories. Bam, there it is. They didn't want to sell me the truck for the quoted price, so they made up an elaborate lie to get out of it without saying as much.
Gay calls Monday to follow up with me, still no answers on what happened to the truck, but it was on the lot waiting to be sold. I ask if I can speak with Rich, no I've already talked with John Barr and that's as high as it gets. I ask if Rich is too important to talk to his customers, she said no that's just what he pays other people for.
I will no longer be doing any business with this dealership or the entire Findlay franchise. Disrespect and deceit are the name of the game here, and my time has been wasted.