My wife and I recently bought a new 4Runner from this dealership. We loved our salesman, Will Smith, made a thousand dollar down payment, and signed papers on February 14th, 2015. Over a month later, we still did not have our car. Below is an e-mail I sent to the General Sales Manager, Richard Sommer, on March 10th. It details some of the complications we had with our purchase.
I left you a voicemail on Tuesday night, but I also wanted to send you an e-mail to try to let you know my thoughts. I have Cc'ed my wife and Will Smith on here as well just so everyone is on the same page.
On February 14th, my wife and I signed an agreement with your dealership and made a $1,000 down payment to purchase a new 2015 4Runner with the XP package. You did not have one with all the features we wanted on the lot, but we were assured that if we signed that day, that it would only take a couple days to get the one we wanted. The paper we signed even had COUPLE DAYS handwritten on it.
Will Smith was our salesman and we felt great about buying a car from him. It was very comfortable working with him and he was not too pushy.
Well, the following week, February 16th to be exact, I talked to Will and was told that there had been some complications and the new ETA on the car was March 10th. Today I called Will and found out that our vehicle is not here and that your dealership does not actually know when it will come in.
Clearly, telling us you could get the vehicle we wanted in a couple days was just a ploy to get us to sign on the dotted line. We are now coming up on a month and we still do not know when (or if) we will get our vehicle. Can you understand why we feel like we are getting jerked around by a dishonest business here? When we signed that paper, we were agreeing to purchase a specific vehicle at a specific price with the understanding we would have it in a couple days. This agreement has not been honored by your business, and I would like some form of financial restitution for the hassle. If this is not possible, I expect our $1,000 back and will find another dealership who is willing to sell us a $40,000 vehicle.
Thank you for your time."
I felt as though this e-mail was very fair in explaining our situation and justifying why I was frustrated. What kind of response did I get? Nothing. Zero. No call back, no e-mail. Absolute silence. Our vehicle finally came in, over a month later, and it was explained to me over and over again how it came from Japan and had to have some extra features added at port, yet no one will answer when I ask why we were told the car had been located and we could get it in a "COUPLE DAYS" when it was not even in the country. This dealership straight up lied to us and refuses to admit it or make it right. I never did hear anything back from Richard Sommer, even though the day we made our initial down payment he came by, introduced himself, gave us his card, and told us to call him if we had any questions or concerns.
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