We recently purchased a new RAV4 from Rodland. It's a good thing the car basically sold itself, because all the sales team managed to do was not offending us to the point of walking out and losing the sale (which in retrospect, I kind of wish We had done).
The salesman who initially approached us spoke basic English and was difficult understand, but I will give him credit for at least being perceptive enough to recognize that we just weren't connecting. He brought in and introduced us to his immediate sales team lead, who we connected with even less but was completely imperceptive to our desire to not deal with him. When we later tried the Costco purchase plan, the Internet sales manager misled us about the price on the phone.and then completely blew us off when we arrived at the dealer, even though it was him who had called US to arrange a meeting. Instead, he simply sent out the sales team leader we dealt with previously. Gee, guys, don't you think that if we wanted to deal with him we would have called him? The floor sales manager was about the person we could even remotely recommend.
We were given incorrect information about several of the vehicle's features and even using the Costco purchase program we were subjected to high pressure, manipulative sales tactics, a sleazy, insultingly low ball initial offer for our trade in, and attempts to add in hidden extra costs to the final purchase price. If you are going to tell customers that the Costco price is $300 below invoice, that is the they price they should expect to pay. Not find advertising expenses, GAP insurance, doc fees, etc hidden in the details. I'm surprised a fee for Tru Coat wasn't in there somewhere as well. It took hours to work through all of that and we left angry and with a headache. We expected the Costco purchase plan process to be far more straightforward and streamlined. What we got was pretty much the complete opposite.
The icing on the cake was when the sales team leader we had expressed a desire to not work with sent us an email after the sale, which we had completed with his manager, thanking us for our business. At best it was completely indifferent to our stated desires as customers, at worst it seemed smug and vindictive. Either way, it was borderline offensive and not appreciated.
In the end, while we got the exact car we wanted, we feel like we probably paid a little more than we should have and of all the new vehicle purchases we have made in the last 25 years, both of us agree that this was easily in the top 3 worst experiences, if not the worst. Contrast that with our purchase of a new Subaru last year where we were so completely satisfied that we left the dealer happy and smiling.
We are enjoying the RAV4, but I doubt that we will be returning to Toyota any time soon or Rodland ever for anything other than the service that we are contractually entitled to. If we could reverse this transaction and take our business to another Toyota dealer, we probably would.
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