My Review Of Harr Toyota Scion:
The folks at Harr Toyota have completely lost their customer focus... entirely... 100%. They have gutted their dealership, getting rid of those typical sales people and over-inflated prices. Their new model features "Perfect Pricing", which means they've already applied a discount for you, and will NOT negotiate anything. This new policy allows them to no longer retain commissioned-based sales people, but instead use lower paid, more ill-informed "sales" people that basically take you for a test drive then hand you off to the finance person. While I feel that the price I was offered was fair, there are a few points that ruined this for me: 1) Lack of knowledge from my sales person, 2)The arrogant "You're too stupid to negotiate" attitude from Ken the finance guy 3) The new "get 'em in, get 'em out" approach that demeans the customer experience.
First, the "sales" person assigned to me knew NOTHING of the car (and I was buying a Rav4, one of their most popular selling cars). "Oh look... this is rare. This 2009 Sport Model has a spare tire!" she said. So I pointed out that EVERY sport model on their lot had a spare, and then asked what made the sport model different. Her response? "Oh, the sport model doesn't have the spare tire". While on this lot, never once could this person offer one explanation as to what made the sport model different. Later when I got home (after NOT buying the Rav 4), I looked it up online and learned about the differences in suspension, features, and subtle styling... but for a sales person to not know why one model costs more than the other, or what makes a Rav4 Sport a "sport" is just rediculous. It's her JOB to know.
Second, the finance guy was totally arrogant. After going on a test drive, I was ready to buy. When the finance guy comes over, he doesn't introduce himself or thank me for coming by. Instead, he says "Before we begin, how grateful are you to Harr for implementing perfect pricing and allowing you to forgoe the negotiating process?" I was shocked by this outright conceited arrogant "You should be thanking me" approach. I responded by telling him that "grateful" isn't the right word, but "Skeptical" is more appropriate. I explained that when I make a large purchase, I like to be able to negotiate. I told him that I have a price of what I will pay for a car, and its his job to use my trade in, wiggle room in his pricing, and different finance options to put me in the car at my price. I expected an explanation of how perfect pricing works, or even him to pull up comparably priced Rav4's from other dealers to show that their model was marketable: instead, he lectured me about how I didn't know what I was talking about, that I would never find a Rav4 with those options at that price, and that I should be more thankful. Finally, he told me that other dealers pay a commission to their sales people because they know how to negotiate and (actual quote) "Eat people like you alive." I nicely informed Ken that I, too, know how to negotiate, which is why I was leaving Harr without a deal.
Finally, I was really put off by the obvious change in strategy from Harr's management. They no longer want to win lifelong customers based on a customer-centric approach, trust, or loyalty. Their goal is to simply get you in and get you out. If you don't wanna buy a car at their price, who cares... someone else will. I found that from the moment I stepped on the lot, everything about their dealership seemed to be geared toward efficiency, not the car buying experience. I've never seen sales people so clueless about the cars they are selling, nor have I ever worked with finance people who have THE NERVE to treat me like they're doing me a favor. I went to Harr to give them my business, and they made me feel like a poor little stupid consumer that needed to be told what I wanted and how much I'd pay.
At the end of the day, I left Harr frustrated and angry. Not only did I not buy from Harr, but I shunned buying a Toyota all together. Harr is perfect for people who know exactly what they want in a car and are afraid of getting ripped off in the negotiating process. However, if you aren't sure about what to buy and want to explore, don't go here - I found that the employees here really don't know anything about their cars, except that "It's a Toyota, so ofcourse its good". If you value negotiating and want to work with your dealership to find a way to get you in the car you want, do not go here - no matter how much you plead or beg, their assessment of everything from their sales price to your trade in is completely up to their own deduction, so you can either take that or go elsewhere.
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