David Dean | Page 2

1, We were interested in a used 2015 Toyota Prius V 5. Husband called to make sure it is a wagon. Person on the phone confirmed. When we visited the store - it was not a wagon. “Oh, we are so sorry, it w Husband called to make sure it is a wagon. Person on the phone confirmed. When we visited the store - it was not a wagon. “Oh, we are so sorry, it was a mistake by Harmeet Suri,” Well, that mistake got us on to their lot. And success, we did like the car anyway and decided to purchase it. 2. Big advertisement in their salesroom regarding their 30 days return/exchange warranty. Which then they didn’t want to give to us. That “warranty” is not a great deal anyway, because if the thing turned out to be a lemon and we needed to return the car we would not get our money back but to be bound to buy another car there. However it leaves a bad taste in the mouth if touted promises are retracted for which ever policy reasons. 3. After they agreed to the 30 exchange warranty, we asked to start the count of the 30 days at point of pick up/delivery which would be 12 days later due to our vacation out of the country. They would not agree to that. The count would start with signing the contract. They would have our money and the vehicle on the lot - and be that stingy. How hard would we want the car despite the un-good feeling? We swallowed the 3. “Sorry”. 4. We had made our 2. visit appointment to finalize the purchase with the clear announcement that we would have to leave their lot by 9:20 am. We came by arrangement 40 min before that time to give them ample time. But again, like 2 days prior, their computer system would not start up properly. Sooo Sorry. The financial manager came in at 9 am but her computer took also 20 minutes to warm up. By then we are already at 9:20 am. Again, soo sorry. 5. These were the two final straws that broke the deal for us and we got up and left: The financial manager wanted us to sign off on a waver of the 30 day warranty and after our objection had to call the general manager to confirm that the warranty stands. So, sorry, for the mistake… We were by now in a very bad hurry and could have easily overlocked that issue. The dis-organization of this dealership seams to be by design or carelessness or both. 6. The sales person had left us believe that they would try to get us our wished for personal license plate when they register the car. Then at the signing of the last page, again, soo sorry, but we can not do that. If this dealership can not manage some customer service I was under the impression I was paying for with a fee and would be absolutely happy to pay the extra $ 10 for the special plate - then I am very sorry, I’m not giving my business to a company that makes me felt lied to, tricked into, and especially makes me waiting unnecessarily. (We had all our required papers ready. As a cash deal it was supposed to be a few minutes thing). The disrespect for their customers time is astonishing. At some point “sorries” don’t cut it anymore. Any residue of trust in Fitzgerald Toyota Gaithersburg is gone. We can not recommend dealing with this company. More

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