The rating is mixed: Jeff himself was great and helpful. He let me take the car to my wife who was ill to show it to her before a decision was made. He was knowledgeable. However, whatever the dealership claims it has done to make the buying experience a good one, all fell apart at the delivery. Jeff had a day off on the only day we could accept the car for delivery. He had properly informed us of the transfer of delivery responsibility to a colleague, Anthony. Arriving at the dealership, exactly at the time of our appointment, Anthony was not available. After waiting 20 minutes, we complained and were introduced to Nick Tarbox, finance manager. Nick, clearly knowledgeable and smart, insisted we look at a video that tries to sell us three types of not needed warranties and tells us that we have to see this as part of the process. We waste time watching three advertisements about all that can go wrong with the car's paint and tyres in an effort to scare us into buying ultra high margin warranty products. Nick's answers to our questions were monosyllabic. He did not look us in the eye. He put various forms in front of us to sign without any explanation of what they were. He did not inform us of the Toyota two year maintenance plan. He did not give us a sales slip that could show us what our $ 30,000 check was actually paying for. He was cavalier about our questions on insurance. There was no explanation about the registration process. In short: he left us feeling as if we were a nuisance and not a new customer that had just spent $ 30,000. I suspect that the fact that he could not earn more margin on either the additional warranties nor on financing - as we paid cash - made us not interesting to him. Now we were transferred to Anthony for the delivery. Again, this man was not available, and we waited another 20 minutes, complained and got Joe. Joe, knowing nothing about what was agreed, did his best to help us, while we had to repeat the details of registration and insurance. The entire delivery process took 1 1/2 hours.
In summary; the sales experience was great. The delivery procedure was a disaster. This is our first Toyota. We hope that the excellent reputation for quality of the car will allow us to visit the dealership as little as possible, in fear that the mechanical service of the dealer will match the delivery experience.
As a consultant I have done much work with car dealerships, especially with the finance managers in structuring the financial plans of the carmakers and in making the finance experience a good one. I have visited many dealers across the country in this work, have seen excellent, good, bad and terrible ones. . As far as delivery goes, this one clearly falls in the latter category.