I am writing to express my unprofessional experience at Toyota of Hollywood. Below is a timeline of the events that occurred during my visit to Toyota of Hollywood. As I am sure you will agree, there was a complete lack of respect for other people’s time, unprofessionalism, and poor communication (which included a blatant lie between the two employees who we communicated with). I have dealt with car dealers before and understand some of their sales practices but this is the first time a car dealer has shown such lack of consideration for their customers. Please read below regarding our experience. I know you will find that the sequence of events that occurred are completely unacceptable.
• My elderly in-laws car have been having problems with their car therefore my wife and I decide to help them look for a new car for them. About a month ago I inquired about an advertisement in the Miami Herald from Toyota of Hollywood. It was for a pre-owned 2018 Toyota Corolla LE for $12,875. I called to inquire about this promotion and spoke with Javar Crockett, Senior BDC Manager. He told me there were plenty of these cars available at this price. Unfortunately due to my schedule I was not able to go see the cars. For several weeks, Mr. Crockett did call me many times after the first conversation to see if I was still interested and if I wanted to see the car.
• Two weeks ago, Saturday (Oct 20), my in laws were frustrated with their old car and decided to look for cars on their own. With the help of my father in-laws sister who is also elderly, they went shopping for cars. My wife was out of town and I was at my daughter’s soccer game in the morning. They did see a Toyota Corolla from another dealership and called me to get my opinion. I told them about the Toyota of Hollywood deal and told them to hold off on the car.
• Later that day I called Mr. Crockett and asked him if there were any pre-owned 2018 Toyota Corolla LE for $12,875 left. He said there were a few available. I explained to him the situation that the car was for my in laws (76 year old mother in-law and 85 year old father in-law). I asked him to be totally frank with me regarding the pricing and if the deal had any fine print that I need to know about. He said that the only additional costs would be $800 dealer fee and taxes and tag. I explained to him that my in laws and I live in Miami and would be traveling over 1 hour to see the car. I also explained to him that my father in-law can hardly walk so please be honest about the availability of the cars and the price. He seemed sincere so I picked up my in-laws and my father in-law’s sister up around at 5 PM and drove them to the Toyota of Hollywood.
• When we got there I called Mr. Crockett and he told me he will be right out to see me. About 10 minutes later Edwin Rosado came out had said that he will be helping us. He said he is Mr. Crocket’s manager and will assist us. At that moment I began getting suspicious but gave Edwin the benefit of the doubt. We all sat down and I explained to him what Crocket told us and wanted to see the 2018 Corollas for the $12.8K price tag. I asked him if we can just see them within the computer first. He gave me a story that those cars are on the computer and we need to go to the preowned lot to see those cars. Remember I am with my 76 old mother in-law, 85 year old father in-law and his 80 year old sister. Once again I gave Edwin the benefit of the doubt. He took us up an elevator to the parking garage and crunched all 5 of us into a new 2019 corolla to go see the promised 2018 inventory. When we get to the lot a few blocks away, he begins to show us 2015-2017 cars. At that moment I let him know that I want to see the preowned 2018 Corollas that Crocket told us about. He began fumbling through his iPhone checking inventory and said he need to go inside to check the preowned inventory system. After leaving us in the car for about 10 minutes he comes out to say he said he had a Corolla 2018 preowned car for us to see. I asked him how much was this car and he told me $14800. I told him I want to see the $12800 cars. He gave me another story that this is the process. At that moment I was fed up and told him to take us back to our car. He said that Crocket should have not told me that this inventory of 2018 preowned was available today and as his manger he was going to discipline him. Frustrated with the situation, we all headed back home. I the way back home Crockett calls me to see if Edwin showed me the 2018 preowned cars. He explained to me that the cars are there but Edwin just did not want to sell me the car at that price. I cannot believe how Toyota of Hollywood would allow this practice of deceiving people especially elderly folks. Two weeks later I still disgusted how they treated me and my in-laws. The lack of respect to for people’s time and intelligence is inexcusable. To top this off, in the newspaper today (Nov 3) the same ad for the preowned Corolla for $12,875 is displayed.