"Failed on So Many Levels"
We know that many will think this review is some sort sacrilege; Lou Fusz dealerships are generally known for their good customer service. However, an experience is only as good as the players involved and we would recommend that you avoid Lou Fusz Toyota if at all possible. Here's why:
We concluded a deal with Lou Fusz on a Thusrday afternoon, agreed on the price, and left a $500 deposit. Our plan was to buy this car for our twenty year old daughter and set her up as a co-signer on a loan to help establish her credit. Our salesman heaped all kinds of accolades on us for this, stating that more parents should be willing to help their children in these matters. We had planned to pick up the car the next week, as there was a blemish on the door that the sales manager promised to have removed. Since our daughter was out-of-town, we would need to return anyway to get her signature.
The next week, our salesman called to let us know the car was ready and that all we had to do was bring in the check for the remainder of the balance. He had completely forgotten about the financing and apologized over and over, but no problem, it would all be ready on Wednesday afternoon. An appointment was set for 4:30.
At 5:00 on Wednesday, I received a phone call from my wife and daughter that our salesman told them he had two customers to deal with first and that he would get to them as soon as possible. He even suggested another test drive in the meantime, which was completely unnecessary.
I called the sales manager to complain. About 5:15 everything seemed ready to begin.. However, no paperwork had been started, despite the fact that we had completed everything online days before. The blemish on the door had not been fixed. And all the while our salesman seemed oblivious to the frustration experienced. (These things happen was the attitude.)
So finally, by 7:00 or so, everything except the repair had been addressed. My feeling was to leave this deal behind, however, our daughter was anxious to get her car and my wife's feeling was that so much time had already been invested that it was prudent to complete the deal.
A day or so later, Lou Fusz sent an email inviting me to take a satisfaction survey. As expected, I completed it with a terrible review. A representative then called me to apologize. However, in his remarks on my voice mail, he suggested that because they are a high volume dealership and that a 4:30 appointment was a time when everyone is off work (and heading to Lou Fusz) such incidents like this are bound to happen. Really? He even mentioned that no one is perfect. Was this an apology or just an excuse?
Perhaps I am old-school in my thinking, but when a salesman confirms an appointment, it should be honored. Our deal was viewed as a done deal, so other customers and potential commissions took precedence over our needs. Good follow up would have assured that the paperwork was at least started and that the very minor repair had been fixed. All of this had been ignored.
So Lou Fusz Toyota ruined a mother-daughter experience that afternoon, but it did teach my daughter some valuable lessons. First, be a person of your word. When you make an appointment, keep it, even if other customers walk in the door. Second, don't make excuses for one's own mistakes. Apologize and don't offer lame reasons for your failure to execute. . And third, don't do business with Lou Fusz Toyota. They have not properly trained their sales people, or their sales manager to interact properly with their customers. Perhaps your experience will be better, but don't count on it.
The entire staff was exceptionally nice from Rick to Mark and especially Kim. Thank you so much for making my purchase smooth one and easy.
"Great experience! Professional and stress-free environment"
I shopped online and found a vehicle I wanted. Mark Kleve, the sales consultant, emailed me a video describing some of the features soon after I requested more information online. Prior to arriving at the dealership, I researched market values for this type of vehicle. I was already nervous about having to negotiate on my own for the first time so I wanted to be prepared.
When I arrived, with my friend, Mark was professional and knowledgeable. Everything was thoroughly explained, he did not pressure me for a sale, and I was given status updates throughout the entire process. Although it was helpful having market values to refer back to during negotiation, I still had to consider the truck I was trading in as well as a repair the dealership would take care of. Mark helped me see the deal as a whole so when we agreed on a final offer I felt comfortable and confident with it.
After signing papers for my new vehicle, Travis Burch, the Finance Manager, explained the extra amenities and extended warranty. I found him to be personable and again there was no pressure to purchase any extras.
After the financial part was complete, I shook hands with Travis and Mark. I started to walk over to my friend sitting in the waiting area. Mark walked over there with me specifically to say goodbye to her as well. I was really impressed by that.
Other Employees Tagged:
"Great Customer Service!"
I couldn’t of asked for a better experience! Mark K. stayed after hours to answer questions and to finish the deal! I will be recommending him to all friends and family!
"Quick Purchase of Used Car"
- Mark S
We had a need for a car and had limited time to shop. We shopped online and found several options at this dealer. We started at this dealer and in spite of a very busy day of used car sales, Mark Kleve stayed very engaged with us and kept us informed of what was going on. This dealer even had their finance office stay open late so that we could drive the car home that day. In spite of a very busy day for this salesmen and dealership, we came away a satisfied customer with the car we wanted at a fair price.
- Toni Saputo
I am a first-time car buyer and Mark, Roger, Travis answered any questions I had and made me feel comfortable throughout each step of the buying process. Great costumer service and I would highly recommend these three to anyone looking to buy used.
From start to finish this was by far the best experience I've had when it comes to service in general. When I made inquiries online they were very quick to get back to me and very helpful and patient with me in the text correspondence that followed. When I arrived at the lot they were very kind and were very genuine in wanting to help me through the process of getting a new car and with my payments.
Overall It was a wonderful experience that made me regret not going to them sooner.
5/5, two thumbs up, would definitely recommend.
"Our Search For and Purchase of a Used Prius Was so Easy!"
- Prius Fleet
We found our new-to-us car on CarGurus.com. The Lou Fusz dealership responded as soon as we contacted them and we went for a test drive the following day. Mark Kleve met us as we drove into the lot and answered every question knowledgeably and with consideration for our needs. The entire experience was a pleasure and we now have a new used car we love.
"Overall good experience. Mark was great!"
Mark was great and very accommodating. Would recommend him to anyone I send there. Travis did his job while adding no pressure to my first time car buy and extra amenities
Other Employees Tagged:
- Thomas Buss
We arrived on the lot and we're able to browse used vehicles without being harassed. When we were ready to ask questions, Mark Kleve was there to help. He was very attentive and helpful, and not pushy in the least. At no point in our transaction did we every feel any pressure to hurry up and buy. Communication was excellent and we felt comfortable enough with Mark and the dealership to buy the "right" vehicle for our 16-year old son. This was by far the best vehicle purchasing experience and we will buy from them again even though we live 3 hours away!!! Thanks Lou Fusz Toyota an a Mark Kleve for helong to make our son''s birthday an awesome and memorable experience!!!