2 hours ago
Do NOT purchase a car here...
My wife and I came in on a Sunday to look at a 2021 Highlander Platinum... We had plans to visit more dealers and then make a decision on which car we would buy. My wife however, instantly fell in love with the Highlander. During the deal making process, I could tell my salesman was not that educated on what he was selling. I had to inform him that I did not qualify for a College Grad rebate since I was using my own bank instead of TFS. He briefly argued with me before agreeing that I was correct and did not qualify... He should probably know that, right? Anyway, we still came to a deal that night and as soon as I got home I emailed the finance manager Cassandra the dealer funding request form that contained an explicit checklist of documents needed in order to fund the loan. The dealership said it normally takes 24-48 hours to get funded so we waited.
By Tuesday, expecting a call from someone to give an update, I attempted to contact my salesman. Both numbers he gave me, there was no answer. I then called the dealership, apparently the salesman had a family emergency and called out that day, understandable, I continued to wait. The following day my wife called the bank. The bank says they have not received the documents. In order to help expedite the process we got Cassandra, who told us that she "sent the documents on Monday and Tuesday" to email the documents to my wife. By Thursday we still had no updates from Ira Toyota, and now believing it was a problem with the bank we called them. Still no documents. My wife explained the situation, and how we had been waiting since Monday to submit the paperwork and we were given an email. Success, or so we thought.
Next day (Day 5) we contacted the bank again to make sure they got the docs, they inform us there were some discrepancies. One form had been filled out incorrectly, and the third form was not included at all. Is this the type of effort that justifies the $500 doc fee? By this time it is Friday afternoon, I call the salesman. I tell him I just spoke with the bank and the paperwork isn't filled out correctly. They will NOT release funding until the checklist is complete. He says let me call the dealership and I'll get back to you. An hour an a half goes by, still no call back, I call him. "What's going on?" He tells me "the bank hasn't released the funds." Seriously!?!? I literally called YOU and told you that an hour and a half ago. He tells me (Cassandra) was off that day. I ask him "who is the person that is there that can help me." He says "Ryan, but he's busy, he's already got two customers waiting, can I get someone to call you in the morning?" Seriously!?!? I had been waiting all week.
I call the dealership again, ask for Ryan. I was transferred but no answer. I call back (it's now 3:30pm on Friday) even more upset, I ask to speak to the general manager. Placed on hold, 5 more min, the same person picks up and says she can't find him, but would I like to speak to another manager, I say "sure" ... back on hold. Another 5 min, she comes back. "I can't find any managers, they must be in a meeting or something." I'm thinking 3:30pm on a Friday, apparently they all left.
Cassandra saw me again on Sat when I came in to get my down payment back. She told me she had spoken with the bank and they were wanting an additional document to finalize the loan. I told her that wasn't an extra document, and showed her the original doc I sent on Sunday night. The document was part of the checklist the entire time. After explaining to her that it should not be the customers responsibility to figure out between the bank and the dealership which docs were still missing, I asked for my money back. "But we didn't do anything wrong."
The documents should have been submitted correctly by Monday evening/Tuesday at the latest, I should've had my car before the weekend, their incompetence caused the issue and they still refused to apologize. My advice... Buy your Toyota somewhere else, Ira Toyota will not value your time or business.