Lustine Toyota/Scion/Dodge/Jeep/Chrysler Complaint - BEWARE !!! DO NOT waste your time and money at Lustine Toyota/Scion/Dodge/Jeep/Chrysler
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 (Rocky Hearn) 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 with in 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 (Amin) 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 (Harry Singh) 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 F****** 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(Mike Dennis). 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 (Harry Singh) who I had dealt with last night. I asked the legitimacy of the extra charges and the jacked up interest rate. Harry (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 (Mike Dennis) 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 (Armarita) 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 (Mike Dennis) again but he wasn't any help then went VP (Jim Giddings). 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.