We walked into Ourisman Toyota around 2 p.m. on the 4th of July, with every intention of purchasing a Prius 3. Toyota had 0% financing for 60 months at the time which provided an extra incentive to purchase that weekend. I had my trade-in (2003 Honda Civic Hybrid with 94K Miles) and the title with me, and my wife and I were ready to deal. Greg Onyejekwe immediately met us and showed us the Prius models that they had in stock. Greg was very friendly, polite, and informative - very low pressure. My wife and I (along with Greg) discussed the differences between the Prius 3 and Prius 4 along with the pricing differences. The colors available in stock on the Prius 3 were not to our liking, but they had a Prius 4 on the lot in the color we wanted, so we decided to go for the Prius 4. After I asked Greg to give me a trade-in price along with his best price for the Prius 4, he introduced us to Arlo Guthrie (yes. that's his real name) who is one of the sales managers. We stood around for about 40 minutes or so, waiting for the appraisal on my Honda Civic. Then Arlo came back with a sales sheet showing the price of the new Prius 4, minus the trade in value. I thought that they could do better, so I asked for more money for the Honda, and a lower price on the Prius. Arlo pointed out that they had "very little" profit on the Prius and that my Civic Hybrid didn't have the best reputation for reliability. We debated for a minute or two, and I made it clear that he had to lower the "out the door' price if he wanted me to buy the Prius. We waited around for another 30 minutes waiting for a new offer. Arlo came back with a better offer, but it wasn't as low as I wanted. I told Arlo that the deal still wasn't acceptable, and after another 20 minutes, Arlo came back with his "final" price. He said that the final price was "final" and he couldn't go any lower. It just so happened that his "final' price was about $5 lower than the price that we had decided would be our "buy" price, so the deal was done. I guess you can't expect to get the best price the first time. They have to test you a bit. After waiting another 20 minutes or so, we sat down with the finance guy and started doing the paperwork. I asked about an extended warranty, and the finance guy showed me 4 or 5 different plans that Ourisman offered. They were all very expensive, so, I asked for a better price on the plain-Jane/economy extended warranty. After 5 minutes of negotiating, the finance guy got the price down to what we thought was fair, so we signed up for the economy plan. The finance guy REALLY wanted to sell me one of the upgraded maintenance/warranty/road hazard, etc. plans, and he pushed pretty hard, but he was polite and business-like about it. So in the end, I got what I wanted, and Ourisman must have gotten what they wanted (otherwise they wouldn't have sold the car.) We probably spent 45 minutes or more with the finance guy. The new Prius (just off the truck) hadn't been serviced yet, so Ourisman gave us a free loaner car to take home. We didn't walk out of there until 7 or 7:30 p.m. It seemed like a long 4 or 5 hours, especially since I was ready to buy when I walked in the door. The delays were the only disappointing part of the day. That's why my rating for customer service is a 4 instead of a 5. We picked up the new Prius the next day, and it's been Smile City ever since. Thank you Greg and Arlo. We bought a new Tacoma from Ourisman back in January 2014. The experience back then was almost identical - but different Ourisman people were involved..
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