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Las Cruces Toyota Complaint - I am truly disappointed and will not buy from them again

Review by tawanda on 2006-03-06
LAS CRUCES, NEW MEXICO -- I attempted to trade in my 2005 Prius for a 2006 RAV4 (early Feb. 2006) and, as a formerly loyal customer of their dealership, I must say I don't believe I will buy from them again.

My Prius should have been included in the nationwide recall, but based upon a "check" by the LC Toyota service department, it was deemed that I am ignorant and don't know how to drive my own car (per their ASM at the time). This is not the first Prius I have driven - I do understand how hybrid technology works. I have also been cited by Toyota in news releases as being able to recover my vehicle from its stalls.

I adore my salesman at the dealership - I've bought three vehicles from him to prove it, and he is a very good man. I recommend Pablo to everyone.

My problem is with the dealership's Management. The first two (2) vehicles I purchased from Las Cruces Toyota were amicable. The last two - although I could have walked away from the sale - were done on their terms. They made me pay MSRP, which is garbage in my opinion.

I did my homework when I went to the dealership last month. I printed out the payoff on the Prius, the KBB value (which turned out to be off by only $200.00 - not the $2,000.00+ I was told by a Manager), and I researched the invoice vs. msrp prices (for the 4x4). I had no intention of paying msrp again.

To make a long and upsetting story short, although the dealership would be able (according to kbb.com) to sell my Prius for more than $28,000.00, they were only willing to offer me $22,000.00 or $23,000.00 as the trade-in value (kbb.com quoted $25,000.00 trade-in - AFTER I pulled the original sticker on my vehicle and re-submitted the specs. They refused to budge on the price of a v4 4x2 RAV ("I just sold three of these this morning" was the snippy response I received from Kurt, Sales Manager. I questioned which three as there had only been four of them on the lot and I named them by color. He couldn't answer my question because he wasn't being honest with me).

At what point in time did the words "female" and "stupid" become synonamous???

I was already irritated with the incompetence of their service department - but as I like to travel to Cloudcroft, I would just stop in Alamogordo and have their Toyota dealership service my vehicle.

It really bothers me that they would think so little of me as a person (not to mention as a repeat customer)that they would deal with me so dishonestly and show such a lack of integrity.

I sincerely hope the extra $3,000.00 they were trying to make for themselves on the 2006 RAV4 and the extra $2,500.00 to $3,000.00 they were looking to make on the Prius at my expense were worth the LIFETIME of repeat and referral sales they cost their dealership.

Was it such a terrible imposition and burden to them to simply compromise???
Comments:4 Replies - Latest reply on 2006-03-07
Posted by Hugh_Jorgen on 2006-03-07:
The dealership realized that someone that changes cars as frequently as you do has little sales resistance and will eventually say "yes" just to get into that new car. You might be the exception to the rule, but the dealerships generally make more money off those folks that have to have a new car every year or two.
Posted by tawanda on 2006-03-07:
Hi, Hugh.
Thank you for the feedback. One of the vehicles I purchased from the deakership is my brother's. I helped him get an Echo and he still owns it. The only problem he has had with it has been with the lock mechanism failing on one of the rear doors.

I don't intentionally change vehicles frequently. I traded in my Corolla after four years for a RAV4, and I loved my RAV - don't get me wrong. But gas prices in my area routinely exceed the national average, so when I got the Prius a year ago, I was shooting myself in the foot on one hand to save on fuel costs on the other.

The Prius is a wonderful vehicle - don't get me wrong, but it does have a stalling problem which has not been addressed so far. I've been fortunate that I can recover it from the stalls, but it doesn't make me very confident that it will always be that way. I want to trade it in because I don't feel safe driving it - and my Salesman is aware of my concern. But their service department can't find anything when they test it... :(

I'm just now at the point where I have 10,000 miles on it (I've had a lot of appointments in El Paso lately which has added on to the mileage) - something that did not go unnoticed by my Salesman (he was politely chiding me for not driving it enough when I reminded him of the stalling issue).

As I am unable to predict when the vehicle will stall, I don't want to continue driving it and running the risk of it stalling in the middle of traffic possibly resulting in injury to others or myself...

I also realize that the dynamics at this dealership have changed in the last two years or so. They have multiple managers now and their sales staff (which used to have a family cohesiveness) has changed as well, as have some of their sales practices. My salesman has been good to me - he really tries, and I appreciate him. I don't blame him for the sale falling thru - that hurt him.

I just thought as a loyal customer those in charge would have thought a little more of me... :(
Posted by dsmith68 on 2006-03-07:
Lets be clear.. They did NOT 'make' you pay MSRP, You agreed to do so. Why are you changing cars so often? Maybe the fact you are trying to trade in a 2005 model does make them think stupid and woman in the same thought.
Posted by dsmith68 on 2006-03-07:
tawanda, my apologies, I just read your follow up.. a good reason to exchange your car then :)

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