WOODBRIDGE, VIRGINIA -- I received in internet price and after shopping around determined that they were giving the best deal. I sent an email verifying what my price was to be and that I would have a bit of a drive, so I wanted to make sure we were on the same page before I came down. When I got there, they informed me the price quoted had $1,500 worth of incentives that I did not qualify for. I then told them that I verified "my" price before coming down and they said they couldn't sell at that price.
I wanted to give them a chance to "save the deal" so I told them to beat my "next best price" by $300 since I came all that way. I showed them the email with the competing price (to verify what another dealership was offering) and they came back with a price $700 more than that price rather than $300 less. THE NERVE!! Needless to say, I walked, taking my $30,000 purchase with me along with a potential sale because I had brought my daughter to look at Corollas while as well.
WOODBRIDGE, VIRGINIA -- I got my car from there a few months ago. You can't get in touch with the people there because no one answers the phone in service. Parts will answer their phone before the people in services will. In addition to that, the guy that was assigned to me, **, wasn't there for my appointment. One of his colleagues had to help me because they couldn't FIND him.
THEN, while I was waiting for my oil change, the men there are trying to sell me another car. Um...I just got this car from you guys and you're trying to sell me another one. I hate this place and, if you buy a used car, they don't care about you at all. You're nothing to those people but a dollar sign. I was so mad. The guy that referred me got an earful too. I was so pissed. I hate that place.
WOODBRIDGE, VIRGINIA -- I contacted the facility in reference to something missing from my vehicle while being serviced. Instead of getting a helpful professional on the other end of the phone, I got a disrespectful employee that became very defensive, and very sarcastic. He made me feel as though it did not matter to him that I was concerned about something I needed to retrieve very badly, but instead he asked me if it was so important, why did I leave it in the car.
Well first of all, it is my car. I should be able to leave anything in the car I want and no one should tamper with anything in the car even if they are working on the vehicle. I did not say anyone stole anything from the car, I just wanted to know if they saw the military stickers left in the console of the car. His comment was, "we have no reason to steal your stickers". He never asked the person that worked on the car or anyone else anything. The conversation went very badly, and I hung up on him.
If the management team at Toyota handle their customers the way I was spoken to and screamed at by someone who claimed to be a Service Consultant, then they need to train their staff all over again. He never once offered to help me, just became defensive from the start. I will never do business with them again.
Well where do I begin. I made the terrible mistake of buying a car from these clowns in 2009. the salesman I worked with ** was a complete joke. I needed the car so I thought OK I'll deal with this as long as I get my car. After all was said and done I started having serious doubts about this guy and this dealer as a whole.
I did some investigation and found out that ** was a convicted felon and a certified crook, low life bum, loser who is not even licensed to drive and yet he sells cars. And I found out that at Lustine Toyota Scion they do not drug test their salesmen or check backgrounds. All the sales dept there are a bunch of thug convicts in suits and ties. NEVER NEVER will I step foot in that ghetto-run so-called dealer again.
WOODBRIDGE, VIRGINIA -- Went to Lustine to purchase a Prius. After we agreed on a price, I mentioned a $400 rebate for military who finance with Toyota finance. The contract showed up a few minutes later with a $400 increase to the price that we agreed on, followed by the $400 rebate. The salesman claimed that the quoted price included all rebates. After 10 minutes of 'conversation', the salesman talked to the sales manager and gave us the rebate. The next item on the contract was the destination charge.
I have no problem with a destination charge, but I was paying it two times! The salesman said the charge on the sticker is to get the car to the port of entry, and the additional charge is for the dealer to get the car from the port to the dealer. I asked to use a computer and looked up 'destination charge' on the internet. The first three definitions of 'destination charge' all stated that it covered the charge of delivery to the dealer. They wouldn't budge on this extra charge, so I left.
WOODBRIDGE, VIRGINIA -- Back in May we purchased a Scion XA from a guy named **. Also there is the owner of the lot as well which is a liar too. He claims that his dealership is legit, when he is a bigger liar than **. Last but not least folks is a aftermarket dealer named ** who is actually the owner's daughter. Who by all means is a liar. First thing is they tried to rip us off with the promotional 6 disc CD player that came with the car for no extra cost.
I told them that other dealerships were doing the promotional 6 disc CD player for free and after about 5 minutes of argument, they check and what do you know I was right. So they apologize and then I decide to get the car because I am tired of arguing.
So then I decided to get a few aftermarket accessories and ** showed me the catalog. I ask him about the TRD wheel package which was $1899.00 and he tells me that the package includes 18 inch TRD wheels w/tires, adjustable shocks, and adjustable springs. I asked him if that was the installed prices and he tells me "yeah". So I figure that is a good deal because I have a fully customized Civic so I know the prices and this would be a good deal.
Then we reviewed their promotional lifetime warranty. They said that the warranty is for free but the catch was you have have to get all your services done there (which is oil changes, tire rotation, 5000/30000/50000 mile service, etc). I decided not to get this. It felt strange I knew somehow they would get over on me over. I sign the contract and they tell me to come back in 1 week for the rim package. 1 week passes and I go to get the package.
When I pick my car up the service guy says that the TRD package was only for rims and tires and there were no springs or shocks that come with it. So I am heated. So I ask ** about it and he tells me "I never told you that". Well ** was a witness to this so I ask for her but she is off this day. I get my car and decide to come back the next day. Before when the service guy pulled my car to the front he leaves the curb right on my rim. So I pull off and guess what, my rim gets curb damage. The next day I call and ask to speak to the manager of the lot and when I do all hell breaks out.
This guy tell me that I am trying to get free stuff. I tell him that his salesperson mislead me into buying this package and told me I would be getting adjustable springs and shocks too. He tells me that I am lying. So I go to the dealership to talk to him. He is gone. I see ** sees me. ** runs up to ** and says loudly "You didn't hear anything". I ask here about the wheel package and she assures me that she heard ** tell me that the TRD package came with the rims, tires, springs, shocks. ** tells me to make an appointment with the owner of the lot which was her father.
So I schedule an appointment with ** and her father. Well 2 days before the appointment I am driving the car on 95 and the tire pops. How the hell does a tire pop that isn't even 2 weeks old. I hit a small pothole about 4 inches long and 2 inches deep. One of the tires they put on burst on the outside of the sidewall. I pull over to change the tire. Guess what! No lug keys or tire iron to unlock the tire bolts. I have to pull off the road and drive on the rim to a gas station (2 rims damaged for their mistake). I call my friend and tell him to come up with his set of lug nut keys and a tire iron. I was in Baltimore MD and he was in Fairfax VA.
The day of the meeting I go there and he makes me wait 1 hr. I see ** and she ignores me. Now I know something is up. I go in and talk to the owner of the lot and he tells me that I am lying and that I am the type of person who wants free stuff. I tell him to ask ** about it and he said he talked to her. I tell him to call her in the office! He tells me that she went home because she is not feeling well.
Huh what luck, that's ironic the day I have the meeting and I see her and I come to talk to you and she is not here. Well I starting to get angry and I tell him that this is his fault and that it wasn't my fault that his staff were just playing me, just like him. I guess they learn from their boss. Then I go off on him about the tire popping and the rim being messed up.
He tells me it's not his fault that his facility forgot to put in the tire iron and the lug nut key. But he would consider giving me one. How is it not his fault I don't understand. His horrible dealership forgot to give me a tire iron and lug key and it's my fault. They park my cars rim against a curb and it's my fault. They lie to me about the TRD package and it's my fault. Well I had to leave. He tried to shake my hand but I walked off.
To sum it all up Lustine Toyota of Woodbridge VA & their other lot Lustine Saturn of Woodbridge VA are horrible. They are all scumbags and cons who try to get over and do on the working man. Don't buy from these guys, they are cons. You want to buy a Toyota go to Springfield. You guys are all scumbags. Your dealership deserves to go bankrupt.
WOODBRIDGE, VIRGINIA -- I bought a car a month ago from Lustine Toyota and I posted a complaint already and sent a letter to Toyota. I decided to get the mailing address for the owner of the dealer. I called Lustine Toyota and I spoke ** the Customer Service Representative. She was extremely nice and helpful. I addressed my concerns to her and she asked me to speak to the General Manager **. I informed her that I left several messages and he didn't call me back. Mr. ** finally called me because Mrs. ** asked him to. I explained my situation and informed him that I was upset due to the treatment received while I was purchasing my car.
I told him that I got a damaged car, and he said that they did me a favor by fixing it. I told him that they had to fix it since I purchased a new car, not a damaged or used one and he said that he can sell me a damaged car if he wants to, and I told him that they cannot sell me a damaged car without my consent and once again he replied that yes they can. I told him that due to the treatment that I received I didn't want to purchase another car there and he told me to take my business somewhere else and not to bring my car for services.
I informed him that I am taking my car to get serviced there because I purchased a service agreement and he replied with a sarcastic voice "I'm dying to have your car here for service". I took it as a threat to my car and I decided not to bring it in. No wonder you read all those complaint letters regarding this dealer; starting with the General Manager, most employees there don't know how to treat the customer.
The only two employees that seem to care and followed-through was ** and **. I feel terrible for them to have to work at a place like that. My advice to all of you, DO NOT PURCHASE A CAR AT LUSTINE TOYOTA unless you want a headache. If you don't believe me do a search and you will find many other complaints related to Lustine Toyota.
WOODBRIDGE, VIRGINIA -- Most of the sales guys are unscrupulous and are desperate for a sale since they get paid on commission. During negotiations, they might offer you options or say things that they don't really mean, for example -- I was told to take the car (2 door coupe demo with 4000 miles) home tonight and come back tomorrow to finalize the deal since it was about 1.15am Fri/Sat and it was really late. Initially, I refused to take the car home and they said "No problem, just come back in the morning to finalize the deal".
the next morning, to my amazement, I woke up only to find out that the seats were stained , and the rear interior was dirty and there were scratches on the dashboard, things you can't really see in a dimly lit showroom. Less than 9hrs later and adding only 10 miles to the car, I arrived at the dealership only to be told that the car is now mine, since I put a down payment on the car and signed some of the forms, not all (I hadn't even signed the transfer registration title yet from my old vehicle). They refused an upgrade.
I even suggested ending the transaction and that they keep my down payment they refused. They threatened to ruin my excellent credit saying "I can't cancel the transaction" and that it would show up as a repo on my credit report. Once you drive off the lot, the car is yours and that a handshake does not hold in court. After much complaints, they agreed to clean the stains but were unable to get the stains out.
I like the body of the car and I can live with those stains and of course have learnt an important lesson to look before I leap. The GM definitely needs some customer service classes, has he has a lot to learn and a much harder job of teaching the staff. If you are looking to buy a car here USE WITH CAUTION .
WOODBRIDGE, VIRGINIA -- On Oct 3rd 2003, My wife and I went to LUSTINE TOYOTA DODGE in Woodbridge,Va. We purchased a 2004 Toyota 4Runner Sr5. The asking price was $34000 and we offered $31000. After an HOUR of Haggling with Mr ** "sales Manager" the price "31250.00" was agreed upon with a handshake. Now we waited and then went to the Finance office and spoke with ** "Finance rep". He offered a prepaid service for a $1000.00. So I bought it thinking that over the 4 yrs of service it would cost 3800.00. By pre-paying it I will save $2800.00 dollars.
When he reprinted the contract once he added that sum back in the contract and threw! away! the original contract.
Well the following morning 4th Oct. 2003, I noticed that the price listed on the contract was $31760.00 NOT the agreed upon price of $31250.00. I went back to the dealership and talked to ** and he said to talk to **. And when I spoke to Mr ** he said "OHH that's what everybody pays". I told him that it was unethical to do such a thing to a customer like me, to add money after a deal was sealed with a customer.
I submitted a complaint to the Better Business Bureau about this incident and basically they said that I would have to wait for 30 days for a solution or a response from the BBB. I have waited almost 3 weeks now for LUSTINE TOYOTA DODGE to give me a "remote control that came with my 4Runner" and it was missing from the 4Runner when I bought it!
basically, if you go there expect to REALLY waste "YOUR" time, and also once you buy a vehicle from them that's when the "so called customer service ends". Recently, I ran into another person that bought a 2004 4Runner from Lustine and they too refuse to deal with them! due to the LUSTINE's unethical, unreasonable staff and management that needs a course in consumer/customer service!
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 anyone 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.