I bought a Matrix from this dealership 12 years ago and was very pleased with the sales and service. My Matrix started break down and I bought a new Corolla. It has been a nightmare dealing with their staff and I regret purchasing a vehicle from them. They overcharged me $200.00 for the sales price and by coincidence they agreed to give $200 for my Matrix. They verbally required me to hold off paying off the balance of my car loan for 4 months or I would lose the $1000 manufactured rebate. That did not make sense to the Bank that held the loan.
They sold me protection plans that I really didn't want and quoted me monthly car payments where the monthly payments were cheaper with the protection plans and more expensive without them. When I asked to get a print of both sales contract the finance person refused to print them out for me and so I walked out. The sales manager was able to persuade me to go back in with the finance person and I ended up purchasing the protection plans. Only after I signed the contract and had a chance to read the contract carefully, I believe the way they where able to get the monthly loan payments down with the contract for the protection plans was by extending the loan period in order to get the contract monthly payments down below the contract price without the protection plans.
When I read the restrictions/conditions on the protection plans (having the work done by the originating dealership, getting approvals prior to work being done) it was not going to work for me because the intent was to give the car to my son after he graduated from college and had his driver's license and who does not live in Oakland.
The day after I purchased the car and plans I sent Downtown Toyota an email requesting the cancellation of the protection plans. I've gone down twice, sent two certified letters to cancel the protection plans and refund me for overcharging me on the sales price and after two months I have not seen any movement. One of the protection plans I had to go down to have them sign the cancellation form. I go down to have the cancellation form signed and the finance person tells me that he can not sign it and that only the Finance Manage can sign it and I have to come back on Monday to have her sign it since she doesn't work on Saturdays. By coincidence I just happen to see her and she has him sign the form. The finance person also tells me that the refund for of the protection plans and the reimbursement for the overchargment on the sales price has been made to the bank which hold the loan to my car. Unfortuanately he did not realize that I had check with the bank prior to coming into the dearlership and no payment have been made. I checked with the company that issues the second protection plan today and they informed me that the dealership has not canceled the plan yet and only they can cancel the plan. This means until they receive a refund from the protection plan company, I will not receive a reimbursement from the dealership. As I said it's been nearly two months when I made the initial request to cancel the plans.
I also notice that the other options for Portfolio Protection plans (Footprint, Lojack System, Cilajet, Invisisheild) that I told Abdul that I did not want and his response was that it was already installed on the car so basically I had no choice to except it. I should read the contract before I signed it, and if I did I would find out that the lojack would be activated and the other were warrants that could be decline. The worst one was the Cilajet that you have to use the Cilajet cleaning product in order to maintain the warranty on the Paint, fabric and Leather Vinyl protection...cost $1995.
I do not receive responses from the finance department to my email or phone calls. The finance person accussed me of giving him negative reviews on my last visit to the dealership, which I didn't until now. I had given them ample time to remedy the problem and it still remains unresolved. I will resort to seeing the BBB can assist me in getting my money back.
It sadden me to say the sales/finance staff has gone downhill and not worht the aggrevation they put you through. It was closer for me to take my Matrix to the Hayward Toyota Dealership to trade in my car and purchase a new car than to drive all the way to Oakland and purchase a new car from Downtown Oakland Toyota. My comments only reflect the sales department. I have always had good service from the service department and will continue to take my new car for servicing until such time that it declines. I have notice a change of staffing and wonder if staff is moving to One Toyota where there rating is higher.