I purchased a 2021 4Runner Feb 27th from Toyota of - cameron831
I purchased a 2021 4Runner Feb 27th from Toyota of Berkeley. I’m generally review-averse and rarely express my concern to the masses, but it feels warranted here.
*Bait and switch pricing occurred after window sticker sent, pricing online reflected, and verbal communication made with sales department*
The vehicle was listed at $48,290. Hours into communication and the start of my drive from Sacramento, I get a phone call saying the price went up $49,990. After 20 min on the side of the road, they dropped it down to $48,845. I continued the commute down and made the choice to spend the extra money because I loved the 4Runner. This went against my better judgement.
In person, they were appropriate, supportive and accommodating. The put a show on for my 2 young children to watch and even brought out some snacks for them.
Over the phone, I couldn’t believe the way some of the conversations went. I was told to feel grateful that they brought it down to only $555 more than what was initially $1,700 surprise increase. Later on a follow up call, the point was reiterated that they could have raised it $5k more if they wanted and that “there was nothing I could do about it”. These conversations were with managers of the dealership.
And they’re right, they can. But statements like “well sir, maybe it’s just more car than you can afford” after I express my frustration with the surprise price bomb appear tone deaf when they fail to see that it had nothing to do with the price, and everything to do with their integrity. If the price was as advertised, I still would have considered the purchase. The price never changed online nor as advertised in person, only internally.
The Pros:
-The car is great overall. Some damage to the rear cargo and passenger side were disclosed when asked over the phone, but I’m very happy with the vehicle.
-Melissa in the finance department was receptive, supportive and helpful with the process.
-Keith went out of his way to help me with the vehicle.
-Financing was fairly seamless.
-A 2 year/25k mile maintenance plan was included.
The Cons:
-Even at the time of purchase, the online price reflected less than what I ended up paying. And I’m not talking about about taxes/fees/reg.
-Unnecessarily insulting motivated customers over the phone
-Vehicle did not include all advertised features. ($500 Yakima mega rack, something I will now have to purchase on my own)
-I won’t shame the employees I took issue with. Maybe they were just the bearer of bad news. But their delivery sucked big time and so did their attitude.
Financially, I’m out $1,050 with the surprise price increase and failing to include the rack or at least discount accordingly at time of purchase.
The poor display of ethics is more concerning to me personally. I was informed multiple times “we’re sorry but this never happens” regarding the price increase:”. Let’s hope they hold true to their word this time and take a hard look at their customer service abilities.
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