Tom Pappas Toyota

Unbelievable Misconduct and Misrepresentation of a Sale. I've leased three cars from Pappas Toyota. About 6 months from my most recent leases end I received an invitation from the dealer via mail. It said I've leased three cars from Pappas Toyota. About 6 months from my most recent leases end I received an invitation from the dealer via mail. It said they wanted to buy my car because they needed used vehicles. Jessica helped me find a Prius at the right payment and signed another lease. About three weeks later, I was surprised to receive a bill from Toyota for a milage overage just over two hundred dollars. I tried calling the general manager twice and left messages of my concern. I received no reply to date. I filed a complaint via Toyota Customer Care who referred the matter to the dealers "Customer Care Manager", Mike Pappas. I have not received a call from him either. I reached out to Jessica, my sales consultant, who (per the sales manager) got on the phone with Toyota financial to try to get the fee waived. The representative advised that they don't waive lease end charges but also mentioned that there "wouldn't be any fees if the car had be paid off instead of processed as a return". It sounded like she hadn't seen this often since she stated "which is somewhat odd, since I see you have another lease from the dealer". Curious, I thought that's what happened when I got a new car too? It's been a "key swap" with every one of my 11 leases. I have never taken a lease to term or paid any "after the fact" fees. Her statement caused me concerned about the handling of my trade and subsequent purchase. Jessica referred my concerns and dissatisfaction to her Sales manager, Tim. It was nice of him to tell me how he handles his leases and how the value just wasn't there in the car because gas was cheap. Unfortunately, he may not have been listening to my concerns or reason I was contesting the way the transaction was handled. I was informed during this call that, unbenounced to me - they processed the car as a lease return instead of a payoff. This resulted in termination of the contract early so they could pay Toyota financial less than a full payoff.. "That's what would need to be done, because the depreciation was so poorly calculated." I was told. I remains unclear to me how I would understand the implications of this, since it wasn't discussed with me. I thought the car was being purchased, which would end the lease contract and negate milage or other ancillary costs such as a disposition fee (oddly that was waived). They pulled a payoff and I brought in a payoff statement from TFS' website. I was told they didn't need a payoff copy because they had access to all the information from Toyota Financial. Before this, each time I ended a lease early to get in another car - the dealer took care to properly process the termination of the prior agreement. Ive never experienced misrepresentation or miscommunication of the sale/trade intentions. According to the sales manager I should have made that assumption that there would be more fees and that regardless of any misunderstanding the dealer was not taking responsibility for my failure to do so. I feel due to the circumstances described, I should not be liable for these charges. It seems wrong that it's ok for misrepresentation to go without consequence, otherwise I wouldn't be this adament. If I ran my business this way, I would be seeking employment in short order. If you are considering a purchase or lease at this dealer, It may be in your best interest to take extraordinary care to understand every aspect of the transaction. Also be wary of cues that may bring about concerns that business is not being conducted ethically. If you don't, my experience with Pappas management team thus far is a resounding "buyer beware". I'm a reasonable and understanding person. People do make mistakes. The measure bring missed here is taking responsibility and resolving issues regarding the customers satisfaction, earning loyalty and encouraging word-of-mouth referrals. I would welcome any genuine efforts to resolve this open matter. 4/28 I received a reply from an anonymous sender today. The summary, it's my problem and i knew what was being done. Laughable. Here is my reply: I assure you no-one advised me that they were "just making payments". I have never even heard of that. As for nothing to do with the way it was processed - every other lease I've had has been PAID OFF meaning I never heard from TFS/LFS except for a payoff letter regardless of the contract - because it was void due to the payoff of the vehicle. As stated before the sales consultant printed and showed me a payoff statement and i got my own from TFS... why else would we do that if only the total of the payments was being made? The logic is flawed, and just doesn't make sense. This is clearly the result of manipulating the process to avoid paying out the lease. It's deceptive, wasn't communicated to me in any way, and has clearly resulted in a horrible customer experience over less than $210. At this point, I am not even interested in explanations, admissions or even an apology. It's unfortunate for me that there is no empathy with the distress this is causing me, and understand I wouldn't keep on this if I didn't truly feel it wasn't a valid concern. Miscommunication or not - take care of your customers. More

Comprar un carro habkando español! Mi esposo y yo le hemos comprado tres carros a Jessica. Ella es súper amable y siempre está disponible y conoce muy bien su trabajo. Comprar un auto Mi esposo y yo le hemos comprado tres carros a Jessica. Ella es súper amable y siempre está disponible y conoce muy bien su trabajo. Comprar un auto con Jessica es un placer y además habla español! Excelente nuestra experiencia con ella! More

Fantastic service Jessica made buying my Camry very easy. There is no doubt that I would buy my next car from her or recommend her to a friend. Thank you Pappas for the Jessica made buying my Camry very easy. There is no doubt that I would buy my next car from her or recommend her to a friend. Thank you Pappas for the hassle free service. More

Seamless experience Jessica did a great job during and after the sale. She has followed up to ensure we are happy with our new Sienna and is there for any questions and Jessica did a great job during and after the sale. She has followed up to ensure we are happy with our new Sienna and is there for any questions and tutorials we need. This is our second purchase using Jessica at Pappas and we. Would recommend her to anyone wanting a smooth purchasing experience. More

Wonderful place to purchase This was the easiest purchase I have ever made through a dealership. Jessica was an amazing salesperson! She went above and beyond to make our purchas This was the easiest purchase I have ever made through a dealership. Jessica was an amazing salesperson! She went above and beyond to make our purchase complete. She worked with me through text and email. Everything was smooth sailing. I would highly recommend her as your sales person. And the dealership is clean and well kept. There is a huge selection of vehicles in stock. And everyone is friendly. More