Toyota Town of Stockton

Toyota Town of Stockton responded

It's wonderful to see that you always receive the service that you're looking for whenever you come in! Thank you for choosing us and we look forward to many more years! Regards, Jason Kim General Manager

Toyota Town of Stockton responded

Hi Jay, what you stated in your review is not correct. Our salesperson Randy CLEARLY told you before you left our dealership that you didn't need to trade in your 2012 Acura MDX to purchase the RAV4 your daughter. Randy also explained to you that we cannot do any of the paperwork on the purchase because we don't have the vehicle yet. After we receive the vehicle from Toyota, we can then complete your sales contact and DMV paperwork. We refused to take your money because we currently don't have a vehicle to give you. I understand you wanted to complete everything today because the vehicle is for your daughter and you're going back to Florida but we can't complete the paperwork without a vehicle to deliver to you. Also, we don't "lowball" on trade in's. The other dealership offered you $4,000 more for your trade in because they're selling you their vehicle for $4,000 more than MSRP. We are selling our vehicle for MSRP...which is $4,000 less than the other dealer. Feel free to call me if you have any questions. Jason Kim General Manager

JW responded

Mr. Kim, your response contains a complete and utter lie when you say "We refused to take your money because we currently don't have a vehicle to give you". You refused to take my money ONLY because I didn't want to trade in my Acura at the price you were willing to offer for it. Randy was ready and willing to take my money, via deposit on the RAV4, had I accepted the trade-in offer. My checkbook and/or credit card were ready. But when I said I would rather sell the MDX via private sale, because I thought I could sell it for more on my own, then and ONLY THEN did he refuse to take a deposit, and said his manager (presumably you) would not take a deposit. Why? Because, in Randy's own words, "you needed trade-ins for inventory" (and, presumably, for profit). It had NOTHING to do with the vehicle not being on the lot. That's a lie. I understand that you say you can't complete paperwork for a final sale until you have the actual vehicle on the lot, but you would have effectively "sold" me the car, by taking my deposit, had I accepted your trade-in offer. And Randy clearly told me they will accept other people's money (deposit) on this RAV4 if they will make a trade-in. And yes, Randy CLEARLY (emphasis yours) told me that I didn't need to trade in my MDX to purchase the RAV4 for my daughter -- instead, he told me I'd have to WAIT until that RAV4 was on your lot, and that it WOULDN'T BE AVAILABLE TO ME IF SOMEONE WHO TOOK YOUR OFFER ON A TRADE-IN PUT A DEPOSIT ON THAT CAR PRIOR TO ITS ARRIVAL. It was ALL about the trade-in. Even if I somehow found out exactly when the car would be on the lot, I'd have to drive the two hours again and hope someone wouldn't put down a deposit or enter into a contract before I got there. In other words, given the demand for new cars these day with the low supply, Randy effectively told me, "You're not getting this car". When I spoke to Randy by phone he never said that I'd to accept your trade-in offer to make a deposit on the in-transit RAV4. Also, I received information on the RAV4, in writing via email, from your "Internet Sales Manager", Sid Momini, with a specific price for the RAV4 I wanted (Stock #T67674, VIN ending in 41917). That email mentions nothing about needing to accept your trade-in offer to put a deposit on the car. If that had been a condition of "reserving" the car via deposit, I never would have made the trip. I have bought many cars before. We just "bought" a new Audi A6, but it hasn't been delivered yet to the dealer yet -- we put a deposit on it (without a trade-in). In these days of low supply, everyone knows that, for almost any brand new vehicle you want, you "buy" the car by putting a deposit on it until it actually arrives. We've been to and phoned several dealerships with cars in transit that have deposits are them and are effectively "sold". There is no requirement at your dealership or anywhere else for a new car to be at the dealership before the dealer can "take your money". Clearly, your dealership is hoping that someone else, with a trade-in you can profit from, will put a deposit down on this car. And there is no doubt that you would accept such a deposit, even if the car was not yet on the lot, just as you would have accepted my money if I had been willing to trade my Acura at the price you offered. And, just for clarity's sake, you originally offered $5,500 dollars less for my trade-in than the other dealership. That seems pretty "lowball" to me. Only when I told you of the other offer did you raise your trade-in offer to "only" $4000 less than the other dealer. So, I drove 4 hours round trip to see a car that I can ONLY buy at the same net price as the local dealer -- I can't buy it at MSRP because you won't take my deposit. In other words, you are also adding at least $4000 to MSRP ($5,500 if I had accepted your original trade-in offer). You're just trying to do it in a less transparent way by offering a lower price on a car, but refusing to sell it at that price without a trade-in that profits you around $4000 or more. Sounds like bait and switch to me. Feel free to call me if you have questions or wish to discuss further. Randy has my number.

Toyota Town of Stockton responded

We want nothing but the best for our customers and we're so happy you had such a great experience with us! Please stop by or contact us if there is anything else we can do for you! Regards, Jason Kim General Manager

Toyota Town of Stockton responded

Tess, it's wonderful to know that Jackie went the extra mile to make sure you left a happy customer! We really appreciate your feedback and hope to see you back again soon! Regards, Jason Kim General Manager

Toyota Town of Stockton responded

It gives us so much pride to hear that you're always impressed with your experience with us! We hope to see you again shortly! Regards, Jason Kim General Manager

Toyota Town of Stockton responded

Hi Laura, we are thrilled that Erick was able to provide you with the 5-star visit that you deserve! Thank you for choosing us and we look forward to hearing from you again! Regards, Jason Kim General Manager

Toyota Town of Stockton responded

It makes us happy to know that you had an easy and smooth service visit! Thank you for choosing us here at Toyota Town of Stockton and we hope to see you soon! Regards, Jason Kim General Manager

Toyota Town of Stockton responded

Luis a great asset to us here and it's no surprise to see that he was very helpful during your visit. Should you have any further questions about anything, please let us know! Regards, Jason Kim General Manager