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I just purchased a 2009 Highlander Hybrid Limited from MarkMiller Toyota and feel compelled to comment on the experience. For background,I’ve purchased about 12 autos over the past 30+ years, most of them new, so Ihave experience with dealership sales, all in Salt Lake City. The Internet hasfortunately improved the information available to buyers and MM is doing a goodjob of using the Internet to inform and attract buyers.* Promptly after I sent off a query withspecific model and option interests, I received a professional response fromDave LaCourse and Spencer Williams.*This included a detailed Internet price breakdown including MSRP andinvoice prices.* This allowed me tofocus my research into what might be a fair price, including a fair profit forthe dealer.
My meeting with Dave was low key and cordial and includedtest drives of two models. My trade-in (a 2002 Highlander Limited) wasappraised fairly and the bottom line costs of my new vehicle clear.* The purchase experience with Doug Lundincluded a review of all the optional extras that often don’t make much sensefor the average buyer, but Doug did a great job of explaining the pros andcons.* I actually decided on anextended warranty (I know, it’s a Toyota), but I decided it might be a good ideagiven the Limited’s* complex Navfeatures, etc. There is an option to be refunded the unused cost at trade-in,but I think the peace of mind three to six years down the road is worth thelost opportunity cost of the money for the extended warranty.* I also added the Clear Guard optionthat I had on my 2002 and really liked.
One other thing, despite being handed a receipt for my downpayment—I reserved the model that I wanted and was due to be delivered in a fewdays—I forgot to give this to Doug when we were doing the paperwork.* I notified Doug and Dave, and withinone week the deposit check was in my mailbox.
My experience with the sales staff at Mark Miller Toyota wasexcellent with none of the hype, pressure, and frustration that I have experiencedelsewhere.* They are a classorganization and demonstrated professionalism throughout my buyingexperience.* I think I’ll check outtheir service department in the future.
Dealership sold the vehicle out from under me twice in two days!!
While waiting for the saleman to send me pictures (which he said he would send and call within an hour, I waited for 6 before I called the dealership) the vehicle was apparently sent to another dealership to sell.
The next day I was again seaching on the internet for a truck and saw the same one, only now it was advertised for $400 less. You would think the original saleman would have called to let me know it came back.
I began dealing with another salesman (Eric Romero) who was very nice, after agreeing on shipping method I asked him to check one last thing and that was to see (smell) to see if the vehicle had been smoked in (my wife has severe allergies). Six minutes after that conversation I recieved a call from a man who said he was a floor manager (what ever that is) and he told me that because I was not serious about buying the vehicle he had authorized another salesman to make a deal on the truck with someone else. He went on to add that he would be happy to take my credit card information so that if the other deal fell through he would charge a $1000 deposit to my card to hold the truck for me, at this point he hadn't even told me his name!!! Needle to say I was not happy as I was making a deal on the vehicle for cash and there was no hold-up on trade in or poor financing.
I called the salesman I had been dealing with and he was under the impression the "floor manager" was going to finish up the sales paperwork with me and knew nothing about another sale. He said that he would have the Sales Manager call me to attempt to straighten this out and it would be about 20 min before he would be able to call. Three hours later and no call from anyone, not that I very suprised. Apparently this sort of treatment is condoned from the top on down.
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Mark Miller Toyota
Great Experience at Mark Miller Toyota
Very Poor Customer Sevice for Internet Sales!!!!