Larry H. Miller American Toyota Albuquerque

After having negotiated a purchase with another NM Toyota dealer and having that vehicle sold out from under me I stopped by American Toyota 4 days later to see if they had a 2011 Tundra Crewmax on their lot dealer and having that vehicle sold out from under me I stopped by American Toyota 4 days later to see if they had a 2011 Tundra Crewmax on their lot. I explained my prior experience to Hiram Herrera the sales person who seemed willing to help out. They didn't have one on the lot but found one on a truck coming in from Phoenix. We negotiated a deal and I put down a deposit and filled out the preliminary paperwork with the truck to be ready for pick up the next day. I called at 8:00 the next morning and was told by Hiram that the vehicle would need to be prepped and that we could complete the transaction at 2:00 pm. Imagine my surprise when I was called at 2:30 to be informed that the vehicle I was to purchase was sold to someone else... Not real happy having had negotiated purchases twice and still not have even seen a truck, I called Bill Stahlin, the sales manager who said he was not happy about it either but really could do nothing about the circumstance and made no offer to rectify the situation. Just another business day in New Mexico... Several weeks later I received a call from Hiram to say he had a vehicle on the lot I would be interested in (a 2012). I made an appointment to visit the dealership that afternoon and had to start the negotiation process from step one all over again. This time I made it clear that any conciliations would have to be made by the dealership which they would not do. They tried to sell me a much less equipped vehicle for more money and even played games with the already agreed to trade in value. Needless to say no deal was made and they can keep their overpriced inventory. I used dealerater.com to find Street Toyota in Amarillo and negotiated on the internet within 36 hrs of my last meeting with American. I went to Street Toyota in Amarillo and made the purchase without the games, getting a much better vehicle in the process. It is totally worth the effort to leave NM if you must buy a Toyota and want to be treated like a paying customer rather than a hostage. More

I originally bought my Prius at American Toyota, being a cash sale it was a fairly simple process. My main gripe is with the service department, I had brought in the Prius with a noticable issue with the f cash sale it was a fairly simple process. My main gripe is with the service department, I had brought in the Prius with a noticable issue with the front end suspension. In the later part of the day I received a call from my wife, she had been told by the service rep that our car needed all new struts (front and rear), and along with that about $700 worth of maintenance not covered by our warranty or extended maintenance package, for a total bill over $2000 plus tax. I reached the service advisor after a few calls, and he explained that both front struts were completely blown out, and the rears had been leaking (which meant they needed replacement as well). Along with that he went on to describe the $700 maintenance work, including "extremely dark" brake fluid that surely needed to be drained and flushed, along with a drive belt that was "cracked" and could go out at any time. Needless to say I declined the additional services, as well as the struts, as I was going to get a second opinion. I went to another mechanic, And decided to go ahead and replace all four struts and the cost was under half of what American Toyota wanted. Come to find out, only one of the struts was actually in blown out, and on had a minor leak.. Not too bad until the rear struts were pulled and found to be in perfect condition, with ZERO signs of a leak. Then on to the "necessary maintenance" the drive belt was replaced for nearly $100 LESS THAN the dealers quoted price (even though the new mechanic said it didn't need replacement), and the brake fluid was the EXCACT same color and constancy of the brand new fluid in the bottle. Further found out that the dealer never even pulled the Air filter or cabin filter during it's "comprehensive" maintenance check, as they both were in desperate need of replacement, I suppose these weren't big enough tickets to bother with. All in all my total bill for service elsewhere was a third of what American Toyota wanted, keep in mind that most of the maintenance recommended wasn't even necessary. In the end this is simply terrible timing on behalf of American Toyota, as my wife and I are currently looking for a new car for her, and sadly to say I just can't bring myself to even shop for a Toyota, despite owning four other Toyota's in the past. I feel like they are attempting to commit fraud on their customers and have zero confidence in American Toyota's Service Department.. Not to mention the flock of sales buzzards hovering around like panhandlers... More

The service department takes way too long every time I go to Larry H Miller, and the customer service is abysmal. The employees will pounce on you when you arrive, to see if you want to buy a car. If you a to Larry H Miller, and the customer service is abysmal. The employees will pounce on you when you arrive, to see if you want to buy a car. If you are just there for maintenance, you are treated very differently; it is very impersonal and some of the employees were rude to me. DO NOT BUY HERE. They lost our vehicle's title! You will be treated like a number. More

I recently purchased a Toyota Yaris and had the worst customer service experience of my life. First, there was David the Car Salesman. Initially David came off as embodying every car dealership stereot customer service experience of my life. First, there was David the Car Salesman. Initially David came off as embodying every car dealership stereotype you could possibly think of, though I could overlook that to an extent and focus on just getting the car I want at the price I want. We found one that looked like it might work for me and I wanted to sleep on it and discuss it with my partner as this is the most expensive purchase I have yet to make. Also I informed him that this was our last stop of the day and I would have to be at work in a couple hours, but I would be available tomorrow to continue where we left off. I was promptly fed an earful of xx about how that just simply could not happen because I was getting some magical price which would cease to exist on any other day ever again. Clearly there is large day-to-day inflation of cars, who knew? Yet still I went with him because I know that this is how all car dealers are bred and ultimately I decided that this was indeed the car I wanted at a not terribly unreasonable price. So I signed papers and more papers and I gave him a down payment check. That part becomes important later. I gave him money. I clearly intended to purchase this car. We continued with the paperwork but as it grew a little later I reminded him that I would have to go to work eventually. I was assured for the second time that this would not be a problem. David was going to get me to work on time. So we continue. There were some unforeseen holdups, this and that, natural things to expect from a complicated process such as buying a car. But time went on and eventually I had to draw the line. I told him very politely that I had to leave to go to work but was happy to come back any day at any time to complete the transaction. This is where things got ugly pretty quickly. David told me that no, I could not leave. Well that didn’t really sit well with me at all. So I reiterated with more force that yes, I was indeed leaving and he could choose to tell me when I could come back or I could just come back on my own schedule whether or not he was there. He replied by telling me that this was actually going very quickly, which in no way addressed my actual issue of needing to get to work. I got a little upset and told him that while I’m sure it was going very quickly I still needed to get to work. His reply? “Can’t you just be late to work?” I cannot even express how inappropriate and disrespectful this comment was. First of all, he told me multiple times not to worry, that I would be able to go to work on time. Secondly, his solution to him not being able to make good on his word should not be for me to compromise my punctuality, and my job. And thirdly, asking me to be late to work presupposes that my job is less important than his, which is an utterly rude assumption to make. And let me remind you, I had already given him money! Furthermore he tried to guilt trip me saying that tomorrow was his day off and maybe he could possibly come in if I absolutely needed it, but really this is going so quickly we should just finish it now. At this point I was done with David the Car Salesman. I told him I absolutely could not be late to work because if he actually wanted me to be able to make the car payments to which I had agreed, I would surely need a job. He walked away muttering that it was getting ugly and fetched Jon the Accountant. I now had 10 minutes to get to work. Jon, after surmising that I had already made a down payment, arranged with me that he would finish up our paperwork tomorrow. Halle-freakin-lujah. I went to work utterly pissed off, slightly late, and griping to every co-worker who would let me about my sorry experience. (It is at this point that I would like to throw in that I work for a company nationally known for their high standards in customer service. And yes, David knew where I worked so it should come as no surprise to him that I have high standards myself. High standards such as not insulting your customers…) Day two went much smoother. Jon the Accountant got us all squared away and I was feeling a little bit better about my purchase. I by no means would recommend American Toyota but at least my story seemed to have a slight up tick at the end. Then this morning I got a call from Phillip the Finances Guy. Phillip told me that the bank requires a proof of residency for my co-signer. In my head I’m thinking "Then why don’t you call him?" He read the address that needed corroboration with my co-signer’s name, but he said my address, not his. I tried to inform him of the mix up but he insisted that I must have filled out the form incorrectly, which I did not. His solution was for us to go to the bank and file a change of address for him so we could have a bank statement under his name sent to my house. Let me rephrase that: he asked me to lie to a bank to falsify a document so they could continue with the loan to get paid. Well maybe I wasn’t comfortable with that so I countered with the suggestion that maybe it would be better to correct his information to reflect the accurate name and address of my cosigner. He said I could either do it his way or return the car. Wow. If I wasn’t so sure that returning the car would screw me six ways from Sunday, believe me I would have taken his offer right then and there. He finally consented to double checking his information and the information with the bank and then call me back. When he did call me back, he very plainly explained that yes indeed I had written my co-signer’s name and his correct address so they just need a bill with his accurate information and could I produce that today. No apology. Nothing. Just here are the facts now go figure this out and pronto, we don’t want to waste our precious time. This is the end of my story so far. Needless to say I will never go back there or refer anyone to them and I will spend the rest of my days telling this story to anyone who is even considering buying a car. This is being posted publicly and sent to American Toyota as feedback. I only hope that they take this seriously as a major breach in customer service. I was insulted, accused, told to falsify information, lied to, spoken down to, and treated like garbage with not so much as an apology or an acknowledgment from those who were responsible. This place is a sorry excuse for a business and I sincerely hope that I can serve as an example to prevent as many potential customers as I possibly can from making my same mistake. More