This review is being written following eight weeks of... - OwnToyota
This review is being written following eight weeks of engagement with Krause Toyota Sales Department. I simply wanted to purchase a 2020 XLE Sienna with nearly no options and made that clear on day one. Didn’t want to pay for options someone else decided I needed on my Sienna. I especially wanted to avoid Toyota’s $1,410 Navigation package, and made that clear to the Sales Rep who added that “no car buyers want that, they have their phones”. Discussions with Krause that lasted for eight weeks ended when they announced to me that the Sienna they “ordered” for me had arrived. With, you guessed it – the Navigation package – and that I would be expected to pay for it even though I never wanted it. Krause gave me a take it or leave it offer - I didn’t accept it. This leaves me starting the whole car-buying process over again. Nice!
If you plan to shop for a vehicle at Krause Toyota:
1) Do not communicate with Krause via phone or email. Requests may be misconstrued, details may be forgotten, numbers may change. I’m suggesting that you communicate everything in person and in writing because misunderstandings probably won’t go your way. None went my way.
2) When you visit Krause, write down exactly what you want on the vehicle you’re after. Have the sales rep sign the list to verify he/she understands - what you want – not what someone else may decide that you need. If Krause has to go outside the dealership to locate a vehicle – make sure the sales rep understands what you want – reference the list. Make sure they understand anything not on the list won’t be paid for.
3) If you’re trading a vehicle, do an honest KBB assessment of your vehicle’s trade value range. Don’t over-value your trade condition. Carry the KBB trade value sheet to the dealership with you to be sure you’re at least getting average of the range. I didn’t do this and received a Krause offer of the lowest value of the range. I used their assessment of condition following their inspection of my trade-in and found it was worth more.
4) Through the process at Krause expect that:
a. Trade allowance may be communicated verbally at a different rate than will show up on the price build sheet you receive. Inconsistent communication meant my trade value was represented three different ways on the paperwork provided to me. So, I was always guessing about whether I was getting a straight story. Again, see my note above about not doing any phone discussions.
b. When Krause says they can’t locate your vehicle in the tri-state area they may offer to “order” a vehicle and it may take around four weeks. At the end of the four weeks the “ordered” vehicle may arrive, and it may have that pesky $1410 navigation package you made it clear you didn’t want installed. Happened to me. When you ask why an “ordered” vehicle would have an expensive add-on you don’t want, you may be told they really didn’t “order” from production line because that would have taken 4-6 months. The vehicle that arrived for me – could have been purchased at another local dealership by me six weeks prior. So, what did I get for being patient, waiting for an “ordered” vehicle through Krause - Nothing.
c. You will be expected to pay for the vehicle’s transport to the dealership - $1,120. I’ve never liked this charge, but during our discussions didn’t challenge the profit built into it.
d. You will be expected to pay a “Documentary Fee” - $389. Probably some actual title transfer costs they’ll incur, but likely also paying the Krause employee for doing the paperwork. I’ve never liked this charge, but during our discussions didn’t challenge the profit built into it.
Your call as to whether you want to deal with Krause Toyota.
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