Steven Toyota

I went into Steven Toyota on a Wednesday to look at a used Scion TC they had on their lot. We were treated extremely well, allowed to test drive the vehicle and sat down with several members of the staf used Scion TC they had on their lot. We were treated extremely well, allowed to test drive the vehicle and sat down with several members of the staff and discussed the car, its history, and accessories for it. I told them I was interested in trading in a truck that I owned that I did not have with me at the time. They told me to bring the vehicle in later and they could appraise it and we could figure out some numbers. I called them back and told them I would bring the truck in the next day rather than late that evening and they were understanding and told me that Thursday afternoon was fine. I arrived on Thursday with my truck, a 2007 Dodge Dually and was greeted by a different salesperson. He explained that the gentleman I had spoken with the previous day didn't make it in so he would help me. He then told me to hand him my keys and he would let me know when they were done. I expressed to him I had no issues with anyone driving my vehicle as long as I was allowed to ride along as my truck has a heavy duty clutch and while it is not difficult to drive, it is driven differently than most people are accustomed to. He told me that was not an issue and hopped in the driver's seat and drove it to the back side of the building. He took my keys and told me to wait in the back corner of their showroom and left. After about 30 minutes I noticed the appraisal manager, Matt Francisco, inspecting my truck, rubbing all of the panels and giving the truck a good once over. He did not speak to me, introduce himself, or explain what he was looking for until he found issues that concerned him. He was very rude, unprofessional, and disrespectful. He walked off and disappeared into a room closed off to the public. After another 30 minutes of me sitting by myself while he was in an employee's only area the salesman who I first spoke to upon my arrival that day came out and told me the number they had come up with. I told him that I would like to have my keys and leave. He asked why I was upset and I told him it was not so much the offer, but the sheer lack of a friendly customer environment. He walked off and moments later Matt came out asking why I was upset. I told him that I was dissatisified with the service and would like to leave. He refused to give me my keys and explained that he knew his offer was low, but that with a few phone calls he could probably up the offer by up to 4 to 5,000 dollars. I explained that it did not matter as I was so appalled by the service I did not want to do business with them. After about 10 minutes of him repeatedly refusing to give me my keys while I did my best to control my frustration he finally handed me my keys and allowed me to leave. I arrived at the dealership at 230 and did not leave until almost 4 o'clock. I feel that I handled the situation as best I could considering that I was ultimately being held against my will after I asked for the keys and in all honesty was perhaps only moments away from calling the police to force him to hand me my keys without me having to explain to him why I wanted to leave. It is alarming that a car dealership feels it is within their right to hold someone against their will if they are dissatisfied with the service. He offered to call me back with a better offer on my vehicle and I told him I did not want to hear from him at all. If he had simply apologized, handed me my keys immediately, and allowed me to leave without being angered further I would have considered doing business with them. I explained that I understood he had to make money on the vehicle as it is a business transaction but that the poor customer service at the time of my second visit put me on edge. It is remarkable that he believed withholding my keys until he could "get to the bottom of my frustration" would magically make me happy while it in fact angered me to the point that I felt extremely uncomfortable. I even told him that I was not trying to argue or start a fight, but when he still refused to give me my keys at that point he got one. I recall only raising my voice once, which given the situation I felt was not unacceptable on my part. I felt I treated him with respect and expected the same in return, but apparently Matt felt I could be strong armed into making a deal I did not want to make. UNACCEPTABLE Steven Toyota, you should be ashamed and appalled at yourselves. More

I am being 100% truthful when I say I have had the best experience I ever had at any company in the USA. The general manager and Jim Mason was so good to me in seeing I got the car I wanted. Jim would hav experience I ever had at any company in the USA. The general manager and Jim Mason was so good to me in seeing I got the car I wanted. Jim would have done flips for me so I could have the car. He even served us lunch right in the showroom...see if you can beat this anywhere else in Virginia. I will recommend this Steven Toyota and Jim Mason to all my friends on facebook. Thanks Steven Toyota for re-confirming my faith in knowing there are still some good people left in this world. More