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in new and pre-owned Toyota vehicles, Toyota service & Toyota parts.
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Before Any one purches’ a truck or gar used please try cae max first I promise they were honest to us un like cen toy took us for 10,000 dollars in which car max was 100 percent honest with our 6000 dollar down payment where as centinnial Toyota stole over 6,500 Dollars from us.
While I think the Service Department at Centennial Toyota does work above and beyond any Service Department in the Valley, I would highly recommend against anyone buying from the Sales Team.
In brief, they are not professional, they are poorly trained, have poor customer service and communication skills and run some boarder-line scams if you are tentative enough to notice. I will detail my experience below so you can use caution, should you chose to buy from their company. However, having bought four vehicles in the last eight years I would recommend Findlay first or Desert secondarily far over Centennial Toyota. The Managers and Assistant Managers seem to have the customer service and efficiency I expect, but the training and communication stops there and please don’t try to get anyone on the sales team below that level to try to explain anything.
The details of my experience are as follows:
I went in to the Service Department to take a family member in to have work done on his vehicle (I recommend the service department to all of my family, co-workers and friends, especially those less familiar with vehicle mechanics who don’t want to deal with being talked down to or having to know the operations of a vehicle in order to get fair service), when an Assistant Sales Manager and I began small talking about the truck I had and wasn’t interested in trading in. He mentioned a truck they had just taken in on a trade that was pretty unique and to kill time I went and looked at it. As described it was fairly impressive and I decided to buy it. My interactions with this gentleman were customer service based and fair, but then he assigned me to a salesman and a finance specialist who were both uneducated in their own policy, operations and processes and poor at communicating.
My agreement included purchasing a spray in bed-liner (which the dealership would arrange having put in the vehicle) and repairing a button cover on the dash (which had to be ordered), in addition to having the vehicle pass the mechanical inspection (it was newly taken in trade and had not been inspected yet). The salesman assured me this would be done prior to me taking the vehicle and gave me a very nice loaned vehicle in the meantime. He advised me it would be completed in a day or two.
In financing, they attempted to give me a higher interest rate than I had on my previous vehicle (even though I have excellent credit) and told me that trucks had higher interest rates, despite my last vehicle being an even larger truck. A manager had to come in and fix my interest rate, which we had previously discussed (I caught this by carefully reading my contract). Also, they added on a VIN etching feature, which apparently nobody can explain and they charge $199 to have put on the vehicle. Despite advising them that I did not want this done they stated I had to have it done and that the police department recommended it. Many departments do recommend this, but departments and insurance companies offer events where you can have it done for free or you can do it yourself for around $25. Also, should your vehicle be stolen, generally the multiple VINs on the vehicle are used to identify the vehicle upon recovery and OnStar and LoJack can help locate your vehicle (VIN etching does nothing to help locate your vehicle). It is also of note that if, as they stated every vehicle through their dealership has to have it, then the vehicle I purchased already had it and the previous owner paid for it as the vehicle was previously sold by Centennial.
At the end of the next business day, I called the dealership to check on the status of the vehicle and was advised the keys were at the front desk and I could come and pick it up. I pulled the loaned vehicle up front and left the keys to the loaned vehicle with a sales manager. The sales team I was working with were off that day. At the reception desk was an envelope with my name on it and a key to the purchased vehicle. I had seen the day before that there were remotes with the truck and asked for the remainder of the keys. I was advised that some vehicles only came with one key. I asked to speak with a manager and received the same reply, and advised him this wasn’t the case with this vehicle, and that I was going to step outside while they found the keys. When I stepped outside the vehicle was parked out front and several employees were digging through the unlocked truck looking at accessories on it, including showing it to a customer who walked up and talking about the guy who bought it while I stood nearby. Finally, an employee came out advising me they located the keys including the remotes.
When I left the dealership , I realized the bed-liner was not installed and the dash button was not fixed, while filling up the gas tank from the 1/8 level. I messaged the Assistant Sales Manager, whose card I had in my wallet (the salesman’s card was at home with my paperwork), and he assured me he would remedy the situation the next day when he got to work. This was acceptable to me. Although I have high expectations that people will do their jobs effectively and efficiently, I realize things don’t always work perfectly to plan. Where you prove your worth is by how you remedy these problems.
The next morning at approximately 0930 I arrived at the dealership and found my sales team didn’t work until that afternoon. So, I left. At a little after 1000, I received a frantic call from my sales man and was lectured about picking up the truck prior to it being done. I advised him I would come down to the dealership and meet him in less than 10 minutes. Upon my arrival, I learned that the shop arrived at 0900 to pick up the truck and do the bed-liner and nobody knew the location of the vehicle and considered that it may have been stolen, so my sales man was called into the office prior to his shift. I heard the salesman speaking on the phone to the woman in charge of having the truck sent out and she was upset that I had even called in to inquire about the truck and that the dealership had not called me. I was lectured more extensively at the dealership about not calling the salesman and about picking up the vehicle. I understand this did not go to plan, but it was all fixable and I don’t care to be lectured for calling in to follow-up on my truck and being given inaccurate information. Which, up and to this point, was completely fixable. The sales associate then told me to drive him around the dealership to handle the problems. I set up the appointment at this point and time to have the bed-liner done myself. Afterwards, he had me return to finance since several of the documents, including my extended warranty had been filled out incorrectly by the inexperienced finance employee had done the paperwork incorrectly.
After leaving the dealership this morning, I received a call from the salesman asking what I had done with the loaned vehicle, because apparently they were unable to locate it or the information associated with the vehicle. I offered to go down and identify the gentleman to whom I had given the keys, if necessary.
Due to these hiccups, poor communication and lack of customer service, I decided to go to my credit union and finance the truck (which was a great decision, I got 3% less interest by people who were quite competent in what they did and offered great service). While at the credit union, I also realized that I had missed something small on my financing paperwork that seemed a little deceptive to me as well. I had agreed verbally to a 72 month loan (I ended up doing a 60 month with the credit union) and they had put down a 75 month loan. This gives them a little extra interest.
The credit union needed paperwork from the dealership, so I called my sales man (as to not offend him again) to ask for the paperwork and advised him I needed it immediately to finish my financing. He advised me he would call into the dealership and call me right back. After 30 minutes I called him back, and he said he would fax it to us in an hour to hour and a half when he or another person arrived at the office. I advised him this was unacceptable and asked if there was someone at the office who could fax it, he said no. So, I advised him I would be at the dealership in 15 minutes to pick it up. At the dealership Manager Mark Santos, who was a very nice and very knowledgeable man, made sure I had the paperwork in a timely fashion and even called me up to make sure it had been received.
The next day, I arrived at the dealership with the check for the truck in hand and my patience frazzled. With a very stern, no nonsense approach, I was able to finish my transaction, after fixing additional paperwork the initial finance employee had done incorrectly and again getting an unacceptable answer for why I was paying for VIN etching. The end of the transaction finally went efficiently, but I had to demand it, use a stern, unfriendly and cold demeanor and not plan on leaving on friendly terms. It was not pleasant for me, nor for the employees who helped me.
Buying a car always has associated stresses, but this was above and beyond what was necessary. I am fairly confident that they pass seemingly small things like the VIN etching, inaccurate interest rates and a couple more months on the financing off on a regular basis and you should be aware and mindful of this when you go in. A little more customer service training, better communication and honesty could probably save this dealership, since the management seems to be good at customer service.
Take Care.
Thank you for taking the time to share your experience at the dealership with us. We are sorry to hear about your negative experience with our Sales and Finance department. Our customers satisfaction is our first priority and we do our best to ensure their expectations are not only met, but exceeded. We would like the chance to speak with you further. Please feel free to contact us at 702-942-3800 so we can work towards a resolution.