Eastern Shore Toyota

My experience with this dealership was by far the worst consumer experience I have had. I spoke with Shawn Hudson by phone the night before I visited the dealership, at which time he gave me a bottom line consumer experience I have had. I spoke with Shawn Hudson by phone the night before I visited the dealership, at which time he gave me a bottom line "out the door" price on the vehicle. This price included his estimate of the value of my trade-in. When I arrived the next morning, I was handled by Stacey Conley, who was very pleasant throughout the experience, but lacked the authority to get anything done. It was over an hour before Shawn bothered to come see me and introduce himself. He then showed me a write up of the deal, which now valued my trade $1,500 more than his estimate the night before; however, the bottom line price did not reflect this difference. When I asked about this discrepancy, Shawn stated that he put the $1,500 back into the price of the vehicle so he could make some money on the deal. I later asked for a $500 option to be added to the vehicle since there was now more room for them to work on price, at which time Shawn responded that he "wouldn't give you five dollars of anything" and then walked away. He was perhaps the most unprofessional sales manager I have ever worked with. Following this, I spoke with general manager Keith McCullar, who apologized for Shawn's behavior but still stuck with the same bottom line. Keith's interaction with me was, in my opinion, deceptive, as he denied any change in the valuation of the trade-in and claimed there was no room to go down on the vehicle's price, despite Shawn having already told me that he put $1,500 back into the price of the vehicle once my trade was valued higher. Despite better judgement, I still purchased the vehicle, and immediately regretted it on my drive home. Prior to that, when I was working on financing, Keith came into the room and told me that he needed for me to rate my experience on Toyota's survey as 100% excellent or he and the salesperson would lose money. I told him I couldn't rate my experience as excellent. That evening I wrote an email to Keith explaining my disappointment in my experience. The next morning found an email in my inbox from Keith saying that I could return the vehicle. Shortly thereafter I received a phone call from Stacey asking what he could do to make my overall experience better and saying he hoped I would keep the vehicle. Again, he was very nice and professional. An hour later I called to tell Stacey that I would keep the vehicle, at which time Keith got on the phone and told me they were going to void the deal. Incredulous, I had a 45 minute conversation with Keith, during which I caught him in several lies. Following the conversation I decided to void the deal. They brought my trade back and took their vehicle back. I later went to a competitor dealership and purchased the same vehicle for $500 more. It was well worth it to not have to deal with Keith McCullar or Shawn Hudson again. More