After I had a horrible experience at Larson Toyota of Tacoma , they sent me a letter stating If I didnt have an outstanding experience I should let them have the chance to "make things right"
I wrote them an e-mail in response posted below
On Sunday, July 19th 2015, I came into Larson Toyota the day after my Birthday to find the ultimate gift to myself! I purchased a 2008 Chevy Malibu, the salesman, Bruce Orr assured me the car was already checked out by the shop after I had expressed interest in wanting it checked out before I baught it, I went on with the purchase trusting Bruce!
I drove the car home that night and noticed a popping sound when i was turning, The next morning I took it to my mechanic to check if that sound was something to worry about, Turns out that popping sound was the result of bad CV Joints /Axle, I called in sick to work and took the car back to Larson Toyota, I had the sales manager take it for a spin and confirmed that it was indeed the CV Joints. The odd thing to me was at that point there were no offer from the manager or salesman to fix the problem on the car, They just went into the whole 72 hour poilcy, I ended up asking Bruce before i made the decision to use my 72 hour exchange policy, he said he was unsure if they would do that because it might take a long time since larson doesnt own a Chevy location, none the less i felt uneasy about purchasing a car that already has problems. At this point I went looking for another car to exchange.
I found a Ford Fusion on the lot that was "Larson Certified" I liked the car, we go to start the car to take it on a test drive and the battery is dead, Bruce says that is just because it was sitting for a while, I understood where he was coming from, we test drive the car for a good 30 min, took the car on the freeway, drove fine and I was interested in the car. We go inside look at carfax, before I make my final decision i look over the car and try and start it up again...the car didnt start,
It took them all day to look at the car and they decided the problem was because maybe a fuse popped and they were gonna replace the fuse tomorrow and it would be fine. I did not make the purchase and came back on Tuesday after work, they said the car was sent to ford because they wanted ford to check it instead since the Toyota techs could not figure it out and that it should be ready tomorrow..I came back Wednesday to find out that the car has a bad ECU and i could wait for ford to fix it but it wouldnt be anytime soon since they had to take it to ford and it probably wasn't priority! Of course..Im still super uneasy at this point and have lack of confidence in making a purchase on even a "Larson Certified" vehicle. The day came to an end and i wanted out of my contract, Bruce said that couldnt happen since i signed and it had already went through finance but they would void the "72 Hour" policy until i found the car I wanted. They said to just drive the Malibu until they put me in another car.
Remainder of the week I searched the online website for my next car, I came back on Saturday morning and was interested in a Toyota Certified Corolla, the price was a bit more but i made the decision based on reliability and the warranty the car came with was good, seemed like a safe pick after all ive been through, Im excited and happy the week long process is over and im getting a car that feels a lot safer than the Malibu or Fusion.
After we go in to get the paperwork underway Bruce says sorry, we are not gonna be able to do the deal today because Peter is not here and without a Sales Manager we just cant get a deal done, I ask about the other Sales Manager and he says I dont think he will do it because peter has more knowledge of this situation. I am very frustrated at this point and ask of a way to get this done today because i did not wanna spend my whole weekend on this! Bruce said sorry, come back tomorrow and we will take care of you.
Im still using the Malibu as a rental , Sunday morning on the way to Larson Toyota I get pulled over by the State Patrol. Police says you understand this car is unsafe for the roads right ? I ask what he means because i had no idea, the break lights on the car are not working properly , The lights are on when your not pushing the breaks and there off when you are pushing the breaks. Im even more angry at this point, never been so angry ever before I am pretty sure. The dealership has to take some kind of accountability for letting me drive an unsafe car. I have doubts about these cars even going through proper inspection before hitting the lot at this point!
I come in the store and ask to speak to the actual GM because im pretty upset, come to find out Tom is on vacation for a week .
I tell Peter and Bruce what happen and they just act like its no big deal and they would look at the car, it did not seem like they cared i was upset and not a happy customer, I let them know i wanted to speak with the General Manager about this because he needs to know about the quality of service that is being displayed. I intended to see him some time after August 2nd when he is back
I feel like nothing was displayed to make me happy at any point in this process except letting me use the unsafe Malibu for a rental.
We start paperwork for the Corolla, I get to finance and Trevor helped me with paperwork, Trevor also was aware of the situation since he helped with the paperwork on the Malibu contract. I look at the numbers and they do not add up right for the APR they gave me...I ask trevor why the monthly payments are so high? I feel like they should be 25 bucks less a month? Trevor says ohh well thats because you have to purchase the extended warranty, I asked why? And he says they dont let people buy certified Toyota's without extended warranty. I told him I did not think he was right and started to get angry, I feel like these people have an obligation to make this experience as smooth as possible after the week long ordeal, I felt kinda like he was trying to sneak one by me at the end there and I could not believe it! I told him what i thought - Im purchasing a car that comes with the warranty, thats the whole point of buying the Toyota Certified car! I find it hard to believe you cant sell me the car unless I extend the warranty! Finally Trever says ok, we will "find" a way to let you by the car without the extended warranty.
And the deal is done, I still feel totally uneasy but happy its over, not happy with the way they conduct business though
Thanks for taking this email, I got a mailing from larson today saying if i didnt have an Outstanding experience I should give you guys a chance to make it right, I thought I would do this first before talking with the GM.
A couple days later I get a phone call from Beth in Customer Service, she apologizes for the experience and says I should speak with Tom the GM
I get a call from Tom who apologizes for the way I am feeling and then he says " I read your e-mail and i just cant wrap my head around why you feel the way you do..your happy with the Toyota Right?"
I could not believe I was talking with the GM of the Dealership and now understand why the customer service at this dealership is horrible.
I end up calling Beth back, I tell Beth about my convo with Tom and Beth says she will let the director of management know about the situation. I also urge Beth to listen to the call since there recorded.
Beth asked if there is anything else she can do, I offer the idea of having them pay for my first months car payment, Beth says only the GM can do that and she will have him call me...its been 4 days, still no phone call, I called the dealership to ask for Tom yesterday and he is not there.