WOODBRIDGE, VIRGINIA -- On June 25th, 2010 I went to Lustine Toyota/Scion in Woodbridge, VA to buy a Scion TC. Prior to that I had secured my financing with my bank and also did my extensive homework about the car online so that I know what I will be paying at the end. When I entered the dealership I was greeted by their salesman ** who was nice and courteous. I told him upfront and straight forward what I'm looking for, what options I want with the car and already am approved for the loan as well. He was surprised first that I didn't give him a chance to even run me around. I picked out the car and the options to put on it.
They mentioned I can get additional $1000 off rebate from Scion, if I graduated in last 2 years or will be graduating within next 2 years. And also I will be qualified for another $500 off which Lustine is giving. Well I was qualified for grad rebate, but I asked them if I have to finance with them in order to get the rebate. At first the Sales Manager ** said YES, but wasn't sure so he went and asked his finance manager and said NO I don't have to, as long as I have a proof to validate it. Finalized the pricing and was promised to get a loaner for the time I won't have the car for the parts to be installed.
After a wait of 20 minutes, I was called inside the finance office for a wrap-up. I told the finance manager ** that I already have a loan ready, I just need the information of the car and a copy of the title for my bank to write a check to Toyota. Here he kind of played me and said I can get you a lower rate or the same. I initially declined it and insisted to still go with my bank. Because they had already run my credit report and so forth. He then became aggressive and said the only way I can get those 2 above mentioned rebates is if I finance the car with Toyota Financial.
There I got shocked and mad because just 30 minutes ago I was told I don't have to finance it and still be able to get the rebate. He said whoever told you was wrong, it in the terms and condition that you have to do it with Toyota Financial. I said well let do it with Toyota and see what interest rate I get. He came back with interest rate of 4.39% APR. Furthermore he started offering all of his extra packages for ridiculous amount. I listened to him and declined them.
By this time, its already 9:45pm, dealership is closed, I'm sitting there starving trying to get the hell out of there. He printed out all the paperwork and contracts. I signed them without making sure the price and interest rate is correct to shorten the process.
They handed the car over and did the walk through on the car. Got in and left the dealership at 10:30pm. Then the next morning I pulled out the paperwork to read and make sure things were all correctly stated. And DAMN ** sure the very first thing the interest rate was jacked up to 7.69% then all the packages I had declined earlier damn sure were all included along with no $1500 rebates in it. But my payments were saying the same as what we had calculated in the finance office. I was boiled up by this time and took my car keys and ran straight back to Lustine Toyota/Scion and demanded to talk their General Manager **.
I explained him the story. He said "let me go find out and will be with you right away". I was called inside the office along with the finance manager ** who I had dealt with last night. I asked the legitimacy of the extra charges and the jacked up interest rate. ** (finance manager) said that's because I'm not qualified for the lower interest rate (even though my credit score was excellent 769). Long story short I asked the GM ** to cancel my deal and I want to return the car back.
Consequently under the VA law (No cooling off period) I couldn't, so I told him to rework the contract and take out all the charges and apply the rebate and fix the interest rate back to the original 4.39%. It was all done with careful review, I re-signed the contract and was told to bring back the car 2 days later for the parts to be installed that I had bought with it. I went back 2 days later and was told parts has not come yet so expect a phone call within a day or two. Didn't hear anything for a whole week then I called and inquired about it. I was told they are there and bring in the car the next day.
I took the car back and asked for the loaner that I was promised for. Parts Manager ** pulled out the paper and said, it says No Loaner written on it and showed me. Whereas the copy of the paper I got said nothing about No Loaner or whatsoever. I spoke to the GM ** again but he wasn't any help then went VP **. He said he will stand by his Sales Manager decision and what it says on the paper. I was pissed off by now with the treatment and level of customer service I had received overall. I just dropped off the car for the installation, called my ride and left.
I was told it will be done by the end of the day. It sure wasn't done. Matter of fact wasn't even started to be worked on. My car was there for 4 days just for installation. I promised myself and told them I will never go back after I get my car back because of the way it all unfolded.
Now I go to other dealership to get the service and maintenance done which is little bit out of my way. Also I have noticed Lustine's prices of service are higher than other dealerships around. I HIGHLY encourage everyone NOT to EVEN think about Lustine Toyota/Scion/Dodge/Jeep/Chrysler for anything. They will only give you respect until you agree to the pricing, after that you are screwed up. Take your Money, Time, Peace of mind and Business to somewhere else than Lustine Toyota/Scion/Dodge/Jeep/Chrysler. Lustine Toyota/Scion/Dodge/Jeep/Chrysler means Dishonest, Unprofessional, Liars, Poor Customer Service, Untrained and Oblivious.
I would like to sit down and see if there was more to the story than what has been written here. We do our best to accomodate all customers, and since we are in such a hight traffic metro community, many of our night do not end until after midnight, so 9:45 is not that late. I am surprised that someone of your credit score did not read the paperwork before leaving the first time. And considering Lustine Chrysler Jeep Dodge has been a GOLD standard customer satisfaction delaer all year, and LUSTINE Toyota has outstanding Customer Satisfaction Index scores, I am surprised to hear how unhappy you are. And also, it sounds like something else happened in the mean time. You bought the car and had such abad experience ont he 25th of June, yet this review comes up 25 days later? Please let me know what else happened and if you would like to sit down and discuss your experience. My apologies that you were not 100% satisfied. If there was anything else that was not fixed, please contact me.
WOODBRIDGE, VIRGINIA -- I purchased a Toyota corolla LE on August 2014. The sales man ** a Korean guy was nice. He said they will work a deal for me, because at the present time my credit is not good. Mr. ** the finance guy got me a good deal with the APR because of my credit (7.99%). I know this was high for me, but I had no choice, needed a car to go to work.
Here is the breakdown: down payment of Cash $3000, rebate from Toyota $500 MSRP $19352. So my down payment was 3000 from 500 rebate $3500. I was charged $2500 for extended warranty which I did not need, $800 gap insurance which I did not need. I went back and talked to ** and he says "I told you about this when you purchased the car". Well it was total lie. I just did not wanted to deal with all this, too much. Your buying experience should a good one.
After all this I was not given the $500 rebate. I ended up paying more the car, $19352 plus other stuff like, tags, title, processing fee, name it. After all even though I got a good APR for my bad credit, I was screwed on the total price of the car. I wanted my payment to stay around $260 but I ended up paying $360 a month for 72 months. This all happened because of my bad credit. I had never paid more than 2.99 APR for my auto purchases. I got sick and fell behind on my credit card payments. But I am working on those to paid it off.
I went back and talked to the sales guy **. He said I could cancel the extended service and gap insurance. I told him did not want to deal with Mr. **. I went to the finance dept with another guy, he canceled and I saved my $3300. This will bring down my total balance financed. Overall my experience with this dealer was bad. I give 0 stars.
WOODBRIDGE, VIRGINIA -- A whirlwind of lies where every department blames the other. No accountability. They gave me a truck with remote entry system and then when I went to program the remotes they said the truck couldn't have remote entry. I said well I paid for a truck with remote entry. They virtually laughed in my face. I even question the Toyota corporation for allowing such blatantly corrupt and childish unprofessional sales tactics to sour their name.
All of their warranties are a huge scam that they find a way not to back up. I.E. their tire warranty. I was guaranteed they will never patch my tires and the salesman said, "No way. It is unsafe to patch tires. We only replace the tire any time there is a puncture..." Total lie, they put a 30 cent plug and send you on your way after dealing with a third party rescue raccoon who told me I had to dig my own jack out of the car. It was mid winter and freezing.
The teenager told me he's not allowed to go inside my vehicle because they don't want him to break anything?What? Who did they send again? Certainly not a professional... the service you're paying for is a lie! Pay AAA $100 a year and save your $1000. Do not trust this dealership!!!
WOODBRIDGE, VIRGINIA -- Be very aware with this dealer and their deception. I spent many hours and days of working on our "deal" with Tony (aka Anthony), which became a huge waste of time! Tony stated he could provide the car at the price agreed so we headed into the dealership. The oldest game in the book, bait and switch. After promising he could deliver and claimed he was always honest and sometimes “too honest” - he LIED! He could not provide the car he promised for the price he quoted. This was absolutely unacceptable because we asked numerous times and he confirmed numerous times. His famous line was “I have some good news and some bad news.”
After sharing the bad news of having to increase the price for the car quoted, we stood up, told him "Thank you for wasting our time," and departed the dealership while ignoring their pleas for us to take their offer. Such deceitfulness and dishonesty! It bothers me to deal with people/companies like this and I hate to see anyone succeed with such dishonesty. Be warned and very aware of their bait and switch game.
Do your research and find out a good price to pay for the vehicle you want before stepping foot in any dealership - and always be prepared to walk away! This was my second negative experience with Lustine in 20 years so I think I will just avoid them forever and maybe even the Toyota brand. There are well too many competitors rather than taking Lustine's nonsense. And if Toyota condones that type of business, I will certainly pass on that agony.
WOODBRIDGE, VIRGINIA -- Tonight I got a call from someone "following up" with me about an inquiry I made on a Scion TC in 2010... It's 2014! It was a little after 7pm and there was a lot of noise in the background. He wanted to know if I was still interested in that car, why not (because I said no). He wanted to know what kind of car I have now (I only told him the maker), and if I was interested in trading in my car and getting lower payments (I said maybe in the future). He asked me to keep them in mind if I changed my mind.
Has anyone ever gotten a call from Lustine or other dealerships like this and after normal business hours? He sounded confused and like he didn't know what to say. Do they hire people to make calls like this at random times? Aren't they supposed to do this during normal working hours, 8am - 5pm for example? The number they called from, **, doesn't seem to be associated with Lustine Toyota in Woodbridge or any Lustine Toyota dealership. Has anyone received a call from this number before from someone claiming to work for Lustine Toyota?
WOODBRIDGE, VIRGINIA -- Per enclosure 1, on 12 Aug 2012 I purchased a 2012 Toyota Sienna from Lustine Toyota, Woodbridge, VA 22191. I spent approximately eight (8) hours negotiating a price from $38,000.00 down to $36,000.00. Approximately 45 minutes after negotiating, a male representative from the Lustine finance Department came out and my family and I accompanied him into his office. He started by requesting my credit report from one of the three credit agencies. After learning of my credit approval, he began working enclosure 1. At the completion, he quoted me a monthly payment of more than $800.00.
I immediately got up to leave telling him "no, that was way too much for this vehicle". He said wait, asking what I would be willing to pay. My reply was, "I can afford $450.00 to 550.00 per month". Not realizing that I was charged the asking $38,000.00 for the vehicle at the time, the finance guy asked that I wait as he exited the office. He returned about 15 - 20 minutes later and began adding numbers into his computer. This time he came out with approximately $700.00 per month which I again, said no. He exited his office again and returned shortly thereafter, telling me he was waiting on a phone call for approval.
He again started inputting numbers into his system. During that time, the phone rang as he answered it and held a conversation simultaneously working on my contract as I could see the computer screen. Finally, the finance guy revealed that they could get my monthly payment down to $629.00 per month at 4.24%. The finance guy printed out the contract and I began to review it. It was in-fact $629.58 but something did not seem right about the numbers within contract. As I sat discussing this with my wife and reviewing the contract, the finance guy interrupted on every question that was asked by to me by my wife.
Then I notice, the Credit Life and Credit Disability on the contract. I told the finance guy that I did not want this insurance. He then replied, "I cannot get you financed without it". He then carried on with other explanation as I continued to review the contract. At this point my full attention was on this insurance as the finance guy continued to talk. As I continue to read the details of the insurance, I noticed that it was optional, therefore it could be cancelled. So I decided to trust the financier and get the loan financed, then cancel the insurance within 30 days.
I signed the contract and asked if I could pick the vehicle up the next day because it was late and my wife's driver's license had expired while we were stationed overseas. Although informed of this situation, he said no, I had to take delivery that day, so my wife drove the vehicle home.
Per enclosure 2, on 6 Sept 2012; my wife and I returned to Lustine Toyota after extensive research into the Credit Life/Disability insurance and tactics used by dealership and banks to force this insurance on consumers. I believe this was the case with my recent purchase. I meant with the same representative from Lustine's finance department. I informed the him that I wanted to cancel the extended warranty and the Credit Life/Disability insurance.
Additionally, I told the him that he was wrong in telling me that he could not get the vehicle financed if I did not get the Credit Life/Disability insurance. Clearly agitated he stated, "I did not say I could not get the vehicle financed; I said, I could not get you the 4.24% interest rate if you did not get the insurance" (After speaking with my attorney, this is also illegal). The finance representative further went on to say, "You can cancel the insurance, but we cannot redo the contract; all this will do is decrease the number of payments" (This is also a lie, he was concern about the reduction in his commission).
I thought it was rather strange because I know he was lying to me. I then mentioned that I would hate to get an attorney involved in this matter which further agitated him. He replied, "We have attorneys too, and this company is too big to play with you over $50,000.00" (what a child?). At this point, I was starting to get upset so I told the financier to get it done so I could be on my way. I had driven my other vehicle (not the Sienna) to the dealership, so he told me I had to go get the Toyota Sienna so he could get the mileage, which I did. Upon my return, enclosure 2 (Cancellation of Credit Life and Disability Insurance) was completed and my wife and I departed.
I then contacted bank who financed the loan to get information. The representative informed me that the loan was in my wife name as the primary and my interest rate was 3.99%. This immediately raised a red flag because I remembered the financier changing his claim stating, "I did not say I could not get the vehicle financed; I said I could not get you the 4.24% interest rate if you did not get the insurance".
I explained what was going on to the representative at the Credit Union, who then informed me that obtaining Credit Life/Disability insurance has no bearing on their decision to grant loans. I then waited and continued to track the status of the cancellation through the Credit union since enclosure 2 lacked point of contact information.
Approximately two weeks later, I received enclosure 3 from TRANSAMERICA Life Insurance Company advising me of Declination of certificate because it exceeded the maximum coverage stated in my certificate. At the point, I thought my request for cancellation was a moot point because I was denied coverage anyway. So I waited the six weeks as stated in the letter before pursuing the matter. However, once the six weeks elapsed I contact the Credit Union to see if they received the payment from Lustine Toyota.
They had in fact received the warranty cancellation reimbursement, but had not received reimbursement for the Credit Life/Disability cancellation. On 3 Dec 2012, I finally made contacted with Lustine Toyota after several attempts starting in November 2012. I spoke with a different person in the finance department and explained my concerns. She called me back shortly after informing me that the check was sent to the wrong company. She stated, the check would have to be cancelled and sent to the correct Credit Union, causing further delay due Lustine Toyota's incompetence.
I found this to be odd because the letter received from TRANSAMERICA states, "For reimbursement of your premium, a check in the amount of $3,138.32 has been mailed to Lustine Toyota." I did not question her claim, I decided to trust that it was an honest mistake, so I waited. As of 9 Jan 2013, after speaking with a representative from the Credit Union, the bank has not received the check in the amount of $3,138.32.
I have since called Lustine Toyota and left numerous messages however, they will not return my calls. I have also called customer services and when transferred, I get an answering machine in which, I again leave a message but my calls continued to go unanswered.
Additionally, I feel I have a moral responsibility to inform the Government and State of Virginia (Insurance Commissioner) of possible fraud to its good citizens, especially during our hard economy times. Any assistance in this matter will certainly be appreciated.
My overall assessment of Lustine Toyota is, the individuals I dealt with show their incompetence and I will never deal with this dealership again. I gave them 1 star because I couldn't go any lower, but a 0 would have been appropriate (I'm not even upset, it's over). As for the Insurance Commissioner, I appreciate them looking into the case, but they were very little to no help. Bottom line, don't waste your time, seek assistance from an attorney while it's fresh because it's time everyone start exposing and weeding out these terrible dealers to keep other folks from getting caught up into this type of madness.
WOODBRIDGE, VA -- I purchased a used 2004 Jeep Liberty from Lustine Jeep Dodge at the very end of August 2010. After signing all the paperwork and happy about the fact that I had a Lifetime Warranty on my vehicle as long as I only brought the car back to them for any repairs needed on the car, I thought all was well. About a month of having the car I was told that the deal fell through and I would need to come back in and resign new paperwork for the new finance company.
Thinking everything was the same I came back and initialed off on the new paperwork. Later after going through the papers the warranty was changed from the Lifetime Warranty to 3 months or 3000 miles, which I believe was done on purpose. The first deal never fell through, they just didn't want to stand behind their word on the Lifetime Warranty so this was their way of getting out of that.
About 3 months later, I began hearing a loud noise when turning the vehicle left or right, so thinking the power steering fluid may be low, we added some power steering fluid, hoping that would solve the problem. I had only had it about 4 months so I never would have imagined this vehicle had some major issues. Since I was due for my first oil change, I decided to let them know about the loud noise I was having. And to add to that, it became very difficult to turn the car, as I had to really grip hard on the steering wheel to make a turn.
I the oil change and when I was called to the service department for an update on my car, I was told that the Steering Rack was completely bad and needed to be replaced, and was told they could do this for $1600.00. I was completely shocked, as I had only had the car for about four months, and with the 3 month warranty, I was no longer covered. I had just put $2000.00 down on the car, and with the monthly payments, and insurance payments, I knew that I couldn't afford this bill.
I am a single mother of four, and do not have money to waste. Very upset, I left feeling stuck in a bad situation, but didn't know what to do. But when I got into the car and began driving it, I noticed that the loud noise was completely gone, and that I could make turns with no problem. They obviously did a temporary fix on the vehicle to make it drivable. This is why when I test drove it at first everything seemed OK. They patched it up I believe, just well enough so that any potential buyer would not detect any sort of problem.
About a month after the oil change still no noise, but the brakes seemed to be getting very tight while driving, but after a while they would loosen back up. This was the scenario for a while until one day while driving the entire truck began to shake terribly, and the brakes completely locked up, on the highway. Was able to pull onto the shoulder. After about six hours my boyfriend was able to move the car, because the brakes had released on their own.
I later would find out that the Jeep had contamination in the master cylinder. It was recommended that all hoses be replaced. The master cylinder should also be replaced. Wheel cylinders and the left side caliper, should also be replaced. I was able to get the right brake replaced with a new caliper for about $470.00, parts and labor. They also said the other side may lock up and that I should get them replaced ASAP. After only having the car for about four months I can't believe this is normal.
I have been stuck on the road at least 20-25 times due to the brakes. The mechanic strongly suggested that I get rid of this vehicle as soon as possible, because to fully repair it the cost will be tremendous. A news told to avoid being stuck on the road to only lightly tap the brake, because if pressed too hard they will lock up again, and to only do local driving, because it is not safe to drive.
I went back to Lustine to tell them about these issues, and they treated me horribly. They said that's what happens sometimes when people buy used vehicles, and they would not fix it because the warranty has expired. I spoke with the General Manager, Mr. ** and his people skills as well were just as bad as his customer service.
They did offer to take about $600.00 off of the price in the new steering rack, which I did not agree to because I feel they sold me a faulty vehicle and should replace it in its entirety. After all, the brakes still have to be repaired, and with a bad steering rack I feel I am in danger each time I drive the car, especially when my children are in the car. I also must use the emergency brake to come to a complete stop now. This is an accident waiting to happen. I do not wish this on anyone, as we are paying customers and deserve to feel safe while driving our vehicles, even if it is a used vehicle. Very stressed out.
WOODBRIDGE, VIRGINIA -- When we first found our Toyota Sienna online, it was listed with a picture advertising a free lifetime warranty. It also was listed as having 18,235 miles. We drove about two hours to the dealership to test-drive it and possibly purchase it. After a few lengthy delays of sitting in the dealership at a desk with our 18-month-old, our salesman showed us the van (which was still being cleaned) and went with us on a test drive.
We glanced at the odometer area display, which read as advertised, and looked over the van relatively thoroughly. It had a few dings and stains but was in good condition. During the test drive, he specifically mentioned that it would come with two keys with remotes and a full tank of gas if we bought it.
We then went into the dealership to talk about the final price and what that would include. He acted very happy to negotiate and even had my husband initial an offer that we thought would be fair. To make a long story short, the salesman went back and forth with possible deals (while we sat at a desk) until his manager finally came out. He also seemed friendly, eager to compromise and receptive to our offers, and also walked back and forth to a back desk while we waited and waited.
We wanted a couple things included in a reasonable price, like removing a stain from the carpeting, installing floor mats and buffing out some paint scratches (these three requests in particular were written down on our negotiating worksheet). However, the process dragged on for hours, with the negotiators constantly implying that the price we asked was almost high enough for them to sell it to us, and if we'd come up a couple hundred more dollars we could have the van.
Half an hour after closing time, he finally came back out and gave us “the best he could do,” which was only a few hundred dollars off the original list price and far above the price we'd “initialed” at the beginning of the night. We were so frustrated by how long they had taken and their continually deceptive attitudes about the price they planned to offer us that we decided not to buy the van and took our toddler home to bed.
Later that night, after much consideration of the last offered price, the options they had promised (floor mats, two key remotes, touch up painting), the fact that the vehicle would be Toyota certified, and the low mileage (around 18,000), we decided that the price was worth the questionable sales techniques and inconsiderate customer service. We decided to make the trek back and buy the van the next day.
As my husband was signing the paperwork, he realized that the mileage listed in the paperwork was actually 23,581 and brought up the apparent mistake to the manager. He said that, no, the car did indeed have over 23,000 miles on it, and the “trip A” display is what had 18,235 miles (not to mention the advertisement they posted for the car). They had the “trip A” display option showing during the test drive and while the car was sitting on the lot for anyone to look over. Despite the false advertising, they would not lower the price a single dollar, though Kelley Blue Book said the extra mileage should knock $1000 off the value.
Then when my husband inquired about the free lifetime warranty advertised online, he was told that it didn't apply to this car. And even though we had a check from the bank to pay for the car, he had to fill out a credit application, ostensibly because of “September 11th.” At this point, we just wanted to be done with the deal after wasting so much time and so decided to finish signing.
We left the van there to have the scratches and stain taken care of and the floor mats installed. My husband called back repeatedly to ask when we could expect for the van to be ready. They kept stalling and refused to give an expected delivery date (as though a Toyota dealership has particular difficulty obtaining floor mats for a one-year-old car). After several days of persistence, the salesman informed him that floor mats didn't come with the van and we'd have to purchase them. He didn't contest that we had always expected them to provide us floor mats, he just said we couldn't have them.
After a couple more days of repeated and often un-returned phone calls (and frustration for us), my husband finally was routed to the manager once again (after the dealership told my husband that the manager they'd had him speak to earlier that afternoon had been fired and thus wasn't available). He said that there was nothing in the written contract requiring them to give us floor mats. As my husband started to reiterate their verbal promises, ** interrupted and said condescendingly that the van was ready to be picked up with mats installed.
We drove up immediately that night to pick up the car (5 days after we'd paid for it), concerned that something else would go wrong if we waited even a day. There were still paint scratches, but at least the floor stain was gone and the floor mats had been thrown in (not installed, which I discovered a couple days later while inspecting the car -- the driver's side mat was not even attached, which is a potentially fatal safety issue). We decided to take it as it was, but wondered where our second key with remote was.
The salesman informed my husband that there was only one key. I returned to the building to question him, since he had personally and specifically told me of the two keys with remotes during the test drive. He said that the van only came with one key, so he could only give us one. I reminded him of his statement, and asked him if he had been confused. He simply looked at me and said, “No.”
I then asked if he could get us another key somehow (which of course the dealership can easily do by programming a new key in just a few minutes – something I had to have done at our local dealership later for almost $100). He said no, he would not get us another key. I left the building, got into the car and turned it on to leave. Then I realized that they had only left less than a quarter of a tank of gas in the car, not even enough for us to drive home.
As we left the parking lot, we vowed to inform other potential customers of the insidious, systematic and widespread deceit that has apparently permeated the sales personnel of Lustine Toyota and their method of doing business. Needless to say, we will never recommend this dealership to anyone, nor will we ever do business there again. Within a couple of weeks, we had to take the van into our local dealership to have three small items fixed that should have been taken care of in the “extensive” inspection Lustine must perform before selling a vehicle as Toyota certified.
We discovered later that they had not filled out any of the Toyota Certified Used Vehicle information, including the warranty number or even the key number. We were able to get most of that information from the national Toyota customer service number, except the key number. When we called Lustine to get the key number (necessary to access the car if we ever lost the one programmed key they gave us), they said that they couldn't give that information over the phone. We would have to drive the two hours back to their dealership just to get that number, or we could find another Toyota dealership and go to their service department.
Thankfully, all of the broken parts were covered by the car's original warranty, and our local dealership (Toyota of Southern Maryland) performed the work with no issues and found our key number. Now, after waiting almost two months, we have finally received our permanent plates and registration. Our Lustine ordeal, we hope, is finished. (By the way, we also own a Toyota Corolla, and our experience with the dealership in Hawaii was hassle-free and completely satisfactory).
Note: kept "I other non-truth..." Could have been "the other non-truth" or "another non-truth", but just to far from original.
On March 31, 2009 I visited Lustine Toyota of Woodbridge Virginia. I feel the unscrupulous behavior exhibited by the sales staff at Lustine Toyota adds to the stereotyping of a used car salesman, they'll tell you anything to close a deal. They knowingly made a deal that would not have been accepted if they were honest and forthright in their dealings with the customer.
I had stopped by to “look” at the purchase of a used pick-up. I found a couple of nice ones but the opportunity was presented in a way that it was more advantageous for me to purchase a new one at a similar monthly payment as a 4 year old one, with the rebates and all. I said no and was ready to walk out, but either driver's license or car keys were always out of my possession.
My licenses were taken to make a copy of for some reason. I was never afforded the opportunity to test drive a vehicle alone and the short drive around the block in a 2004 Tacoma was more of an opportunity for the salesperson to push the newer model trucks. The “test-drive” was less that 2 miles and really was a drive around the block. The vehicle that was delivered, I never drove; it was in the show room. The EPA mileage sticker was not available.
When the used truck deal was presented in the way it was, a trade-in was discussed for a new vehicle, so my keys were surrendered for evaluation. With the pressure of the “end-of-the-month” sale and new car sales down for everyone, I felt as I was under a great deal of pressure. This really came out when asked for a down payment and how I was going to do and to just sign here so we close this deal now, was repeated several times. Pushy is the best way to describe the whole ordeal. The real pain came when asked for the payoff of my 2007 Mustang.
I know my credit was run by Lustine Toyota and the amounts I owned were available to the lender. At no time did they share their findings; they just wrote up the deal and notified me after delivery was made. I thought I owed about 13K on my car, as I had recently purchased it (Aug 2008). Lustine Toyota knew what I owed but sold me the 2008 Tacoma and then called me the next day, after making delivery, to force me into finance the difference after I repeatedly stated that I cannot afford the additional charges and if this was stated up front there would not have been a deal to begin with.
When I was notified that I owe an additional 4K, I asked to scrap the deal. I only had the vehicle overnight. I was told we can change the deal but we cannot cancel the deal. I other non-truth comes with the odometer certificate. Lustine stated the vehicle had 4903 mileage when it really had 1745 miles. Yet another example of salesmen behaving badly. Lustine Toyota knew I was very upside down on the vehicle and the difference added almost 5K to the Tacoma, which would cause the deal fall through either from Toyota Credit or with me but made the deal anyway, under less than honesty.
I feel the unscrupulous behavior exhibited by the sales staff at Lustine Toyota adds to the stereotyping of a used car salesman, they'll tell you anything to close a deal. They knowingly made a deal that would not have been accepted if they were honest and forthright in their dealings with the customer.
WWOODBRIDGE, VIRGINIA -- I had my car towed to Lustine after the serpentine belt had come off and coolant was flowing out of the bottom of my Caravan. I was called from ** a service advisor who told me that there was a problem with the water pump and that needed to be replaced which is covered under warranty. He also mentioned that the serpentine belt was stretched and they we recommending replacement. I declined because at that point I told ** that is something I can change on my own and cheaper.
That evening when I picked my car up and reading the service report I noticed that he indicated that the belt had a chuck missing out of it and not that it was stretched replacement. Also that because I didn't have them change the belt at that point that parts replaced will not be covered under again if they fail because I didn't have the belt replaced. All of this info would have been nice at the time of repair because if he would have said your belt had a chunk missing from it and we won't cover the part again I would have had the belt replaced at that point instead of doing it myself.
So when I spoke with ** the next morning his excuse about the comments in the service report were "Since you didn't want to replace the belt when I told you it was stretched I didn't need to tell you that we found a chunk missing out of it and the warrantied part because you declined to have it replace before". Now giving the correct info at the time of service I would have had them replace just because of those two pretty major concerns. So I went in and spoke with the service manager there and he did say I should have been told but it still didn't matter I wasn't given the full and correct info because I declined to have the part replaced.
I had to walk out of the dealership without a resolution because from his view it was my fault I didn't replace the belt when I was told it was stretched. Not the fact I was never told that the belt was missing a piece and the part will be void because of that. I have never been that mad after leaving a dealership and never been talk to like that by a service manager. His response before I left was "What do you want me to do" not in a way of what can I do to help but in a "oh well" way.