I live in Wichita, KS. I did not complete a purchase at Bob Howard Toyota. After filling out a “Sight unseen appraisal form” and sending a copy of my window sticker, I was given a trade value on my car, assuming it was in the condition I stated. I identified a 2018 Highlander in the Bob Howard Toyota inventory as the vehicle I wished to trade for. By email, I was given a price on the car that was over $8,800 off of the MSRP due to end of season rebates and demo status. At this point, I also received a list of the features of the car in lieu of my request of a copy of the window sticker. *The email price stated had an asterisk* with mention in the fine print of a “* Quote has all rebate(s) deducted, if qualified. This quote does not include $599 documentation fee &/or locally dealer installed options, also does not include tag, title, & license fees.” I questioned if their would be any reason that I might not qualify for the rebates stated and was assured there was not. There had been no previous notice on the website nor was there an itemization of any dealer installed options. The $599 is high for a doc fee, but I had already read that fine print on their website and was not surprised. I can do that math. I made it clear from the start that I would not drive to Oklahoma City without knowing in advance what the trade difference would be. In working with their internet sales manager, Wanda, and asking repeatedly to have a deal sheet showing the trade difference between the price of their vehicle and the trade value of my vehicle to show the trade difference and other fees, I was told that they would not produce a deal sheet because I could then use that sheet to price shop with other dealers. Fine, no problem, I say. I need an email that states the exact trade difference plus the $599 doc fee so that I can see the exact amount due. And I stated repeatedly that if they would give me the number in writing, then I would be there the following day at noon to take delivery. Three hours after stating that I would be there the following day to take delivery, I receive this from Wanda by email: “The vehicle is still available. This is my GM's demo. I checked just now and it has 230 miles on it. The trade difference is correct with the $599 documentation fee. We also add wheel locks, nitrogen tires with (lifetime free refills), window tint with (lifetime warranty), and a clear coat (bug protection) (lifetime warranty). This is our protection package for $895. If you have a payoff, this does not include your payoff for your trade.” Wait. What? $895 for things that haven’t been previously disclosed? I tell her I’m not paying for that and am given the excuse that they put this protection package on all of their vehicles. They cannot remove it and therefore they are legally required to charge it. So I say, I really don’t care how they juggle their numbers if they want to charge the $895, then give me $895 more for my trade and they can fulfill their “legal requirement” to charge the fee and we can still complete the transaction. Now, if this $895 protection package applies to all of their vehicles, wouldn’t you think it would be stated in the fine print of their website? So its Friday evening and Wanda is then off for the weekend. I called and spoke to one of the managers who gets involved and says he will see what he can do. The Bob Howard manager never called back. After not hearing back from him two hours later, I got on the phone with Fowler Toyota in Tulsa, made a deal and did take delivery the next day of a similar vehicle with the similar numbers to the original Bob Howard quote. By the way, we have made similar trades with Bob Howard Hyundai in the past, sight unseen, smooth and easy, no surprises. It would seem that business practices for the Bob Howard group have changed significantly since that time. We won’t be back. 9/29/2018.