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I am writing concerning some issues with the Toyota sales staff that at some dealerships in western Pennsylvania who have displayed very unprofessional behavior and poorly represented Toyota. My wife and I are contemplating purchasing a Toyota Prius. We have been very excited about this prospect and have been motivated buyers to say the least.
On Wednesday May 21, 2008, I made several calls to local Toyota dealerships in Western, PA (Baierl Dealership in Mars, PA, North Hills Dealership, McKnight, PA, and Diehl Toyota in Butler, PA. I asked the sales representatives at Baierl and North Hills about Prius availability and was treated very rudely and told that I would not have any luck at any other dealership. It was obvious that they did not want to sell me a Prius or any other type of car. I then called the Diehl Toyota dealer in Butler, PA. I was thrilled when I spoke to a sales representative named Todd who told me that the dealership had six Prius’ available and that we could test drive one.
On Saturday May 24, 2008, my wife and I went to Diehl Toyota and an employee approached us and asked us if he could help. We told him that we wished to test drive a Prius and he told us that the dealership did not have any available. I was confused and told him that I spoke to Todd and that he said there were six available. The man frowned and told me that he would look for Todd. After 10 minutes of waiting, we went in search of this man and while we were wandering the dealership a different Diehl employee approached us and asked if he could help. We told him what we were there for and once again we got told that they did not have a Prius to test drive. He also told us that Todd had gone home for the day. I believe this man was the sales manager, Brandon Znosko. I once again relayed what Todd had told me, and miraculously, Todd appeared a few minutes later.
Todd introduced himself to us and then immediately followed this up by telling us, “You have me for fifteen minutes because I’m going to the hockey game in Detroit tonight.” Apparently this was more important than providing any type of customer service. He then hurriedly took us to the suddenly existent Prius collection on the side lot and we took one for a rushed test drive. During the entire experience it was obvious that he had no interest in selling us the car. I then asked Todd if there was another sales person available who could take the time to assist us with our questions and describe the cars’ features. The answer was “No”. He did not apologize and suggest setting up an appointment at a later day, nor did he attempt to set us up with another representative upon our return.
Todd also explained that this fleet of Prius cars was technically not part of the inventory and were being used as rentals. But for a $1000 deposit we could hold one until July. So it appears the cars are for sale, but also not for sale. This appears to be a way around some corporate directive asking the dealership to not sell the Prius’.
At the conclusion, I informed Todd that we were impressed with the car and would probably buy one. But not from Diehl. Additionally, I generally get my Jeep serviced at Diehl Jeep. Not anymore. I was appalled at the level of customer service at Diehl and I cannot believe that any franchise owner or manager would allow this type of behavior from his employees.
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