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Toyota of Richardson
1221 N. Central Expy. Richardson , Texas 75080
I was (used to be) a repeat customer who lives approximately 4 hours from Toyota of Richardson. I had purchased vehicles from this dealership at other times. The sales staff has always been polite to me, but communication has never been their strong point. However, I never expected them to pull a “bait and switch” on me. After traveling 4 hours and driving through Friday morning traffic in Dallas, Texas only to have my day end with a “bait and switch” operation at Toyota of Richardson just ruined the day.
It began on Wednesday, July 15, 2009 when I called Toyota of Richardson and spoke to a salesman. I mentioned that I had selected a vehicle from their inventory on the internet and requested him to check to see if it was available. The salesman asked me for the stock number and after a quick check said it was available. I asked if he could hold the vehicle for me at their asking price (Salesmen call this a “lay down”), but I would not be able to close the deal until Friday morning. He said that was routine, but it would require a down payment or payment guarantee. I agreed and gave him my credit card information together with the requested amount to hold the vehicle. There was no further communication between Wednesday and Friday.
I arrived early Friday morning to purchase the vehicle at the listed price. The salesman obtained the vehicle key for a test drive. When I returned from the test drive, he told me that he had some bad news. The vehicle was not available, but I could select another vehicle from the lot at a higher price. I told the salesman that a “bait and switch” operation was normal for a sleazy used car lot, but I did not think I would see this at a Toyota dealership.
The sales manager was brought into the situation. He apologized for the company’s “screw-up” on the trade, but would not sell me another vehicle at the price I negotiated originally. The best offer he could make was another vehicle for $1500 over the price of the original listed price plus my trade in, take it or leave it. I declined!
As stated previously, I was a repeat customer of Toyota of Richardson, but no longer. Fool me once shame on you. Fool me twice, shame on me. In my opinion, Toyota has a good product. However, Toyota of Richardson is not a good dealership. Mr. Steve Grogean of Toyota of Richardson needs to put his sales staff through some training.
Toyota of Richardson (ToR) broken promises:
a) they promised to do the touch ups on the back of our car, we even had the "We owe, you owe" service sheet, that clearly said that ToR is owing us the touch ups. The car was there for more than 48 hours, touch ups were never touched.
b) the water sprinkler is not working (2008 car), and yet, they said it was fully serviced before our purchase
c) the radio is acting funny sometimes, going to "dormant" state
d) they've never even given us the 2nd set of keys
I have a 2008 Limited Toyota Highlander and went in for an oil change and tire rotation service. This is my first time going to this location as it is near my work. Upon arrival at the service department, I was told that I needed a major maintenance service as my truck already has 15,000 miles. I was not sure what are needed to be done on my truck as I cannot find anywhere on the Net and in the Highlander manual the list of 15k maintenance services. Since the service advisor said it was required, and that a person needs to have a good comprehension of how a vehicle works to understand the services to be done. To cut the long story short, I agreed to have it done. Good thing that I had their service shuttle take me back to my office as it took 5 hours for the service to finish. I demanded to have breakdown of the services and parts replacements. There are a number of services listed on the bill and there is really no way of telling if some of the services were indeed done. So I checked the one that can easily be confirmed, which is the cabin air filter replacement and it was included in my bill. Lo and behold the cabin filter is filthy with leaves, dirt and all. Obviously it was not replaced. When I brought this to their attention I was told that the glove compartment was locked so the cabin air filter cannot be replaced. When I asked why was it checked off in the list of parts replaced and charged to my bill, they simply said it was a mistake. They eventually replaced the filter and the service advisor was very rude and was speaking with me in a high tone of voice as if I was the one at fault.
I have been to another Toyota Service center in the DFW area (Plano) and Richardson has a very "unfriendly" atmosphere. I would not recommend having service done at this location, there are a lot of other Toyota service centers in the DFW area you can go to.
Beware they sell water damaged/flood cars from auction before checking them out. They sold me a 2 year old low mileage Tundra that has apparently been in water at some point possibly up to the door handles. The smell was unbearable and they have tried everything to get rid of it shy of buying it back. It smelled like someone had actually died in the truck after the hot Texas sun hit it for a few days. Of course they told me the smell would go away and it was because the carpets were cleaned and weren't allowed to dry properly. Smell didn't get better, got worse. After about two weeks of back and forth with them on a solution they gave me the offer of trading for another truck on their lot or to have new carpet installed. They wouldn't even consider a refund. By this time my trade had already been sold or traded so there was no getting it back either. I ended up having to purchase a more expensive truck than I had planned on just to be done with the whole thing. On the second truck they had me over a barrel on price and I had no choice but to get an attorney or just pay the difference. I figured it was going to cost money either way so I took the less painful route. The used car manager is about as crooked as they come. The assistant general manager can't make a decision and stick to it and the GM over the dealership won't return calls to unhappy customers. I learned a lesson but hopefully you can learn from my mistake. Tell your friends!
Walk... NO RUN as fast as you can!!!
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Toyota of Richardson
BAIT AND SWITCH
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