Lack of Knowledge of Merchandise and Services
WOODBRIDGE, VIRGINIA -- It's too bad that Toyota isn't enforcing the "No Hassle" attitude they've touted about their Scion dealerships. While I thoroughly enjoyed the vehicle I test drove while at the dealership (a Scion xB), the sales staff and the showroom itself left something to be desired.
- The sales staff didn't follow the "Scion Experience." The sales staff at a Scion dealership are supposed to be laid back, knowledgeable, and in every other way diametrically opposite from a normal dealership salesperson. This was not the case. The salesman that I was greeted by had to be told, flatly, to slow down and to take it easy - as soon as I got out of my car in the parking lot.
- Not a single member of the staff had any intimate knowledge of the vehicle, or, if they did, they weren't willing to part with it. After doing rudimentary research on my own, I felt that I knew more about the car than any one of the salespeople did. When the sales staff didn't know the answer to a question I had, they were almost lethargic about finding the answer. Even then, the answers I received to many of my questions were along the lines of "I guess." or "If that's what the book says."
- The dealership had *no* literature on *any* of the Scion models. They claimed that they had run out and that Scion refused to or hadn't sent more. I would think that Scion would want their vehicles to sell, and would be more than willing to supply the literature.
- The dealership didn't even have a firm grip one of their own policies: "Auto4Life." I don't think that I received one satisfactory answer about what *exactly* Auto4Life entailed.
- The salespeople didn't have information at their disposal. They had to continually run off for different materials; even something as simple as Toyota's Scion Recommended Service Guide. They didn't know how much an oil change was at the dealership or even how often the recommended change was supposed to take place (and I did, and had to argue with the salesperson that I was, in fact, correct - it's six months or 5000 miles, whichever comes first; he tried to convince me that it was FOUR months or 5000 miles).
Overall, the experience at the dealership was terrible. I felt rushed, or, in most cases, I felt like the sales staff only wanted me to get out of the showroom for asking questions. The salespeople were nothing like I expected from what I read in Scion's mission statement.