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Customer service and competency is not their thing, I would give them a ZERO as this was the worst car buying experience I have ever had. When I arrived at the dealership on 11/19/18, I met with salesman, Carlos DaSilva. Carlos was helpful and knowledgeable. During the negotiation process an unknown sales manager turned the entire experience into a negative one. Working with Carlos I was close to a deal until this unknown manager came down with an unprofessional, rude attitude. The sales manager suddenly presented completely different numbers then which was previously agreed upon, of which, Carlos agreed that what was presented by this manager was not what was discussed. I believe this was part of the “tactics” at this dealership and how they deal with customers. After dealing with this sales manager, I was ready to leave, however I literally could not as the sales team had the keys to my car because they were still “evaluating it for trade-in value.” The tactic of holding my keys was again adding to the negative experience that I was already dealing with. I would have to say beware of the “tactics” at this dealership as it was even stated by Jay Yarber (General Manager) that “I told my sales team to be aggressive,” as it was near black Friday. Also, Carlos failed to return my license to me that night and it had to be mailed to me as I traveled 75 miles. After making a deal I should not have, arrangements were made to take delivery, one week later on 11/26/18 at 6:30pm. On 11/26/18, I traveled the 75 miles and arrived at the dealership at 6:35pm. I provided all the items that Carlos requested I bring with me, including my 6 month pregnant wife, who needed to sign paperwork. All was well when we arrived; Carlos greeted us and then showed us our new Certified Pre-Owned car providing a detailed tutorial. Carlos then introduced us to Jacob Morganstein to complete the sale but later said things changed and that we were meeting with “Yoshi” instead because “something came up.” This is where our overall experience became completely unsatisfactory and the current dealership ratings on their website DO NOT reflect our experience. It was incompetence at best and borderline negligent. While in the room with Yoshi we could hear Mr. Morganstein in the next room clearly explaining each document in detail to other customers. Yoshi did not explain any of the documents. For example, I got to a document that stated “full warranty” and I asked what does full warranty mean and what are the terms/dates, specifically where are the terms spelled out and what is the end date. Yoshi responded it is a full warranty its certified and I asked him what does that mean, and when does it end. Yoshi then stated I think there should be another paper but it’s a full warranty. After some time he located the Toyota Certified Warranty Supplement Book and then handed it to me and told me I could fill it out. I understand the book explains the coverage but I was also requesting the specific dates associated with the warranty of my vehicle, which he could not provide. Unacceptable, I was expected to sign paperwork that did not include any of the details specific to the vehicle being purchased. I was specifically annoyed that the paper work was not at all in order and none of it was completed despite the fact that there was a weeks notice. Yoshi also told me that he needed my proof of insurance, which was provided via fax earlier in the week. I told him this and he said he did not have it- at that point Carlos reviewed all the paper work and found the proof of insurance that Yoshi said was missing. Carlos and an unknown finance supervisor came to assist at my request. The finance supervisor essentially took over and was calling colleagues looking for documents. While doing so employees on the line were laughing, joking around, and did not seem too eager to assist despite the finance supervisor attempting to stress the urgency it did not seem to matter. Once everything was completed 2 hours later, I did not receive copies, I do not have any maintenance records, I downloaded the Carfax report, and I am fairly confident something was not completed properly. Then one week later I received the title without the lien holder listed. We will see if this gets corrected. This is the level of service provided? Customer service is not your thing. We spent 2 hours at the dealership to take delivery of a vehicle. I had the signed checks completed, and the loan was already secured, the process should have been 30-45 minutes in total. UNACCEPTABLE. This was in addition to an already negative experience of the unprofessional tactics of a particular sales manager and management team. A full reversal of the transaction was offered but I feared how much more would get messed up…STAY AWAY! I now questions their “Certification” after reading other reviews.”
When I was first greeted by Jerry the salesman, I told him exactly what I was looking for….what kind of vehicle and how much I wanted to pay. He immediately brought me to see a vehicle in my price range, and upon my request, also showed me two more that were a little above my price range. Once he saw that I was really interested in the first one he showed me (2005 Sienna), he went with it….he never tried to steer me towards the newer, more expensive vehicles, even though I hadn’t ruled out going a little over my planned budget.
Jerry played it smart and made the sale….had he pressured me in any way I would have walked away. He was professional and very thorough in his presentation of the vehicle to me…..straightforward and to the point, he gave me all the info I wanted about the vehicle with no annoying sales talk.
From beginning to end, everyone at Prestige Toyota made me feel like a very important customer, even though I wasn’t buying new. My beautiful used vehicle is clean as can be, the price was exactly what I was comfortable with and I couldn’t be happier. Thanks, Jerry!
I requested a price via internet and very specifically noted that I did not want to be contacted by phone, but wanted contact via email. I received phone calls on July 1st at 4:52pm, June 30th 7:06pm, June 25th 11:21am, June 23rd 10:51am, and June 22nd 7:30pm. I decided not to purchase from this dealership because they did not respect my wishes about contact. When I called to inform them of this the individual who I spoke with accused me of being rude (I did not once raise my voice, but expressed my dissatisfaction and told him that their dealership lost the sale to another dealership due to not respecting my request) and hung up on me.
I mistakenly hit the wrong in doing the review. I did NOT purchase from this dealership. I decided to purchase from a different dealership.
Recently purchased a Sienna from this dealership. Would NOT recommend this dealership at all. Our salesman did some underhanded tricks with pricing our trade-in and we felt we were taken advantage of. After I complained when a customer service rep called me, the person they had call me back that was supposed to smooth things over just ended up making it worse. Very confrontational and condecending. I would absolutely recommend against going with this dealership for any future car purchases.
I’ve bought my car to other service departments, and no one treats you better then them.there always honest with me , and they don’t try to take advantige of me.:)
They are scam artists. I went to them because I bought my van from them. They don’t have qualified techs working for them.
They tell you one thing and they do another.
Be careful, they would tell you do stuff they say “dealer recomended” things you don’t need or things that Toyota don’t recomend.
I am lookign to find some other dealer now.:mad:
The dealer promised us a car with everything we said we wanted by the end of the month if we put down a $500 deposit. At the end of the month the car had not arrived and they had no idea when or IF it would arrive. Dealer said they had another car with all the features we had ordered but in a different color. We agreed to take it and gave them our Clunker. Two key features were missing and they said Toyota Service would install what we had requested for the price we had previously agreed upon. Now that we have the wrong new car and our clunker is gone they tell us the features we want cannot be added on for that price once the car leaves the factory! They gave us an inferior replacement part for one item and tell us the price for the other item is TWICE as much as we had been told. Oh and if we want to return the car to them then we have to pay them the $4500 that was supposed to come from the Clunkers program and we cannot get our Clunker back. Do NOT buy from this dealer! They lie!