09/29/2025: Edit: we were contacted by the dealership - eiei
09/29/2025: Edit: we were contacted by the dealership with an apology and an updated price. We went in and were assisted by Nathan, the sales agent who apologized for what happened and also Austin, the GM. Austin was willing to listen to our side and apologized for the previous encounter the other day. He was also willing to work out a better deal with us due to some other concerns we had. I have update the rating from 1 star to a 4 stars from today encounter.
09/28/2025: This place has been nothing but a disappointment. We bought a new Tacoma through them a few weeks ago & have been searching for a new RAV4 Hybrid, so we returned a few times to negotiate the price. When we bought the Tacoma, we declined the Ziebart protection plan because we didn’t want to spend nearly $2,000 on something we didn’t feel we needed.
However, when we were looking at the RAV4 last week, our salesperson Nathan told us that Ziebart is not optional on the RAV4 although we didn’t buy it for the Tacoma, & that we would be required to purchase it this time. Since we bought the Tacoma through them, he offered to take $1,000 off, while still insisted that it was mandatory. We asked if this requirement came from Toyota, and he said no, it was a policy through their dealership. He told us directly that he could not let us leave with the RAV4 unless we agreed to buy the Ziebart, which we felt was absolutely ridiculous.
When we discussed the OTD price, it already included the cost of Ziebart, so we didn't proceed with the purchase that day due to a disagreement over the final price.
We went back again yesterday to look at a different vehicle after discussing a potential OTD price. While Nathan was helping another customer, the sales manager, Andrew, came out to talk to us as we were looking at the vehicle on our own. He explained the benefits of the Ziebart package and he was quite convincing. since we had already been told that the package was required, I assumed that the OTD price we discussed already included it.
I tried to explain this to Andrew, but that’s when his attitude shifted. He suddenly became very defensive and said he knew what our “tactic” was. He brought up the fact that we didn’t purchase the Ziebart package for the Tacoma, so why would it be included for the RAV4 at the current price? His tone made it sound like I was lying or trying to trick them into giving us the package for free. He even made a comment indirect but clear that if I wasn’t willing to pay the price, I shouldn’t be buying the car. First of all, I am not trying to use any tactic, your own staff clearly told me that I have to purchase the Ziebart in order to walk out with the car I want. Trying to make the customer sound like they are lying is just ridiculous and unacceptable.
I walked out because I felt disrespected by his remarks. Later, he texted me, asking if I would be ready to write a check if they included the Ziebart package at the OTD price we had previously discussed. When I expressed how disappointed I was with how everything was handled, there was no apology. Instead, they doubled down, saying that since I had told them multiple times I didn’t want the Ziebart, why would they include it in the OTD price?
Yes, I did complain about having to buy the Ziebart but it was also to clearly told before that it was not optional if I wanted the RAV4. So of course I assumed it was already included in the price. As a buyer, I have every right to negotiate the price of a vehicle. And as a seller, you have every right to decline. But there is no need to say things like, “You shouldn’t be buying it if you don’t want to pay the price.” That’s condescending and unprofessional. I had planned to buy two more vehicles through your dealership & was going to refer friends who are currently shopping for new cars, but after this experience, I will not be returning, & I definitely will not be recommending this place to anyone.
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