Simi Valley Toyota

The reason I put "n/a" on all the categories above is because I had two different experiences at DCH. In a nutshell, my experiences with Skyler and Mark were all 5s, these men absolutely embody above is because I had two different experiences at DCH. In a nutshell, my experiences with Skyler and Mark were all 5s, these men absolutely embody the idea of "delivering customer happiness." If my DCH experience had been limited to interaction with Skyler and Marc it would have been absolutely the best car-buying experience of my life. Unfortunately, I had to deal with Billy, for which the number 1 is entirely accurate. I'm going to tell you exactly what Billy did to drive me away from your dealership and over to another Toyota dealer, but I'm going to begin with exactly why Skyler made me a customer and how Marc brought me back. First, when I called the dealership and they put me on the phone with Skyler, I told him my situation, which was that I had definitely decided on a Prius, I would be paying cash with an immaculate Mini in trade, and I needed him to show me the car and take me on a test drive. I told him that I felt it important to give my business to whomever took the time to do this, but that my husband would make the final decision based on the deal offered. I also told him I was not buying a car during that first visit, but that I would be buying a Prius before the end of the year. Skyler assured me that he would do everything he could to earn my business, and even though at that point he asked for the sale directly, he did it in such a "no pressure" way (just very direct, but not pushy) that I felt very comfortable coming right over, which I did. Skyler met me at the parking lot with the beautiful Blizzard Pearl Prius I asked him to have ready. Skyler showed me all around the car and explained everything in a way a non-car person such as myself could understand. We went on a test drive and by the end of it I had promised him I would come back the next day with the Mini so he could have it appraised. Now this is important, as when I went in to DCH I had no intention of making any definite plans to do anything of the sort. My plan was to go back home, talk to my husband that evening and possibly return to the dealership over the weekend. I changed the plan because Skyler made me feel that he was on my side, he made me feel comfortable, and he made me feel that I was not in a typical car dealership where they look at a middle-aged woman customer the same way hyenas look at a wounded doe at the water hole. I came in the next day with my son, Ethan. Again the plan had changed. I felt so comfortable dealing with Skyler that instead of just coming in for an appraisal, my husband gave me the go-ahead to make the deal that afternoon! I was so excited! I was going to drive away that afternoon in my new car! And then Billy stepped in. Within the first two minutes of meeting him I was completely alienated. When I explained that I wanted to make a deal, but that my husband had the last word, he stepped up to me and sneered, "Oh, so YOU don't make the decisions." It was such a blatantly obvious attempt at intimidation (the getting in my personal space) and manipulation (trying to put me on the defensive) it irritated me more than anything else. So I made a joke of it to try to lighten up the sudden tension and said, "Well, that's how you stay married 30 years, you let your husband make those kinds of decisions." Instead of taking the olive branch I offered, the next thing he did was invite me to leave. He said, "Why don't you leave now and let your husband shop us and then come back when you're ready to make a deal." Now let's look at that statement. He told a paying customer who was ready to buy a car that day, to leave? And then there's the shopping part. If I had been interested in shopping his price, why in the world would I come back if another dealer gave me a better deal in the first place? After that there was the usual back and forth, with Skyler going to talk to Billy and coming back. After a couple of times Billy came in and sat down in Skyler's chair. It was obvious he was going to "school" Skyler and show him how a real car salesman makes a sale. He started to spin stories about how the dealership made no money, etc. What he must have seen was that wounded doe and her little baby fawn, but what he got was my son, who is incredibly savvy with money and blessed with a brain like a computer when it comes to numbers, so whenever Billy would throw out some B.S. numbers Ethan would come right back at him with the actual math, which proved that Billy's B.S. was just that. This made Billy angry. And belligerent. The fact that we could see him getting angry and that he treated us in such a way as to make us feel disliked and unwelcome is not indicative of the precepts posted on your wall; there was no "pleasing and friendly spirit" emanating from Billy. Also, it's just not good salesmanship, is it? At one point Billy sat in Skyler's chair, slammed his hands down on the desk, glared at my son and said, "This is my last offer. No negotiation!" Ethan just looked at him and mildly inquired, "What's going to happen to me if I do?" I'm a little cloudy on what happened next, because I was trying not to laugh, but I think we were invited to leave again. At any rate, we left. When Keith, my husband got home that evening we talked about what happened and discussed that he would come up from the price he had told me to use, I said, "Great, I'll call Skyler back.", and Keith replied, "Don't bother. It sounds like that Billy guy just really doesn't want to sell us a car, and he's obviously Skyler's boss. I guess he just doesn't like you and it's worth it to him to pass up a sale. He just doesn't want to deal with you." So Ethan and I made plans to go to Santa Monica Toyota after Christmas. Read on to find out how Skyler and Marc literally snatched us out of that dealership and back to DCH... The morning of December 26th Skyler called. Now that's a great salesman. His boss, who is supposed to be helping him make sales, destroyed his deal and yet he's still trying. I respect that kind of determination. I told him that Keith was willing to go up in price, but that we felt Billy didn't want to sell us a car, so that's why I hadn't called him. I told him what the new "top price" was, and that I'd love him to be the one to sell me the car, but that I wouldn't deal with Billy again because he is, as my son so aptly describes him, "kind of a dick." Skyler said he'd talk to his boss and get back to me one way or the other with a simple yes or no. The next morning Ethan and I headed out to Toyota of Santa Monica. We were in the dealership negotiating with the salesman when Marc called. He apologized for Billy and told me that he knew we could salvage the deal. He couldn't believe that Billy let me walk out of there without trying to reach some kind of middle ground. He gave me a price that wasn't quite what my husband wanted, but was a lot closer than what Billy had said was his final price. We called my husband and he gave us another number. We called Marc back and he gave us a deal we liked, so we walked right out of your competitor's showroom and back to DCH. Where Marc and Skyler did indeed, deliver customer happiness! I will be happy to recommend DCH Toyota of Simi to anyone, with the caveat that they ask for Skyler or Mark! And walk away if Billy show up. Sincerely, Lisa Stark More