Performance Toyota Bountiful

I did not want to write this however, I think it is important feedback and I HOPE that it will help the sales department make some changes for future car buyers. This car buying experience for me we important feedback and I HOPE that it will help the sales department make some changes for future car buyers. This car buying experience for me went from awesome to deplorable in a matter of hours, and I am very discouraged and saddened by it. The initial treatment I received from the dealership when I was shopping for the car was awesome, however after I chose the car to buy I was lied to, manipulated, and treated very poorly, up to what I would consider abusive. With ONE exception. Jason Long and Josh Brinkerhoff. Jason chose the car for me, based on my buying parameters, he was slightly off on the price, however when he discovered his mistake he apologized to me which I found extremely enlightening as honesty is difficult to come by nowadays. Josh Brinkerhoff was exceptional AND had he not performed in the manner that he did, the dealership would be receiving an extremely poor review from me in its entirety. Initially when I found a vehicle I was interested in online, I emailed the dealership inquiring if it would fit into my price range, which was a very strict set amount of money that I was paying in cash basically. He immediately responded, he called me and his customer service on the phone was awesome. I was very impressed because I have been shopping for a new vehicle for several months and I have met many sales people during that time. While speaking to him I asked him if the price was too high for the car I liked and he told me that he could make it work. I decided to go to the dealership to test drive it. When I arrived he was with another customer and I was shuffled to Jason Long, I test drove the car and it was not at all what I was looking for, so Jason Long and Lucky Lye walked around the lot with me and they were super fun and friendly. When we unable to find something in the lot, Jason went to the computer and looked for what I wanted. I was very impressed when he remembered what kind of car I was looking for. He found something that was really amazing, I went to test drive it, which I was told I could do alone, however another salesman Lucky Lye joined me in the car suddenly. I was very confused, but test drove it nonetheless. I really loved it, Jason promised me it was in my price range. I asked if they would consider including getting the windows tinted for me, which they immediately agreed. I had asked other dealers to do the same and no one would do it for me so it was a nice surprise. Initially I was offered the car to drive back home to pick up my children from school, BUT they asked me if I would like to drive my own car to pick up my kids and in the interim they would tint the windows for me, I was completely wowed by this and wanted to sing their praises to the rafters and to all of the people who are in my life. They asked me to leave a check deposit of $300 to ensure that if they took the time and money to tint the windows I would keep my commitment to purchase the car while I was gone. It was not meant for a down payment, or anything of the sort. It simply was put down to tell the dealership I was serious about my commitment to purchase the vehicle so they could go ahead and tint the windows. My new salesman Lucky told me that he was taking the car personally and immediately right then to get it tinted. So I left and drove my car to go and get my children. While I was gone I received a call from Josh who said that the window tinting could not get done that day, he apologized and said that it could be done the following day and informed me that I needed to get it to their window tinter first thing the following morning. First thing was EMPHASIZED. I was discouraged, however I understood it was short notice and agreed to take it in myself the following morning. When I returned to the dealership, Lucky sat me down to tell me that the car did NOT fit into my price and that they had made a mistake and then he spent another 10 minutes telling me all the benefits of the vehicle as if he needed to talk me into it and change my mind. I explained I had a limit that I wanted to spend and could not go over it and apologized and attempted to leave. He jumped up and went to talk to someone to see if the difference could be worked out somehow, following that Jason Long came to me and told me he was sorry, it was his mistake that the car was over my budget and I was very grateful for his honesty. I was actually somewhat surprised by it. Then what followed next was when it went downhill, I suddenly was barraged by salesmen/sales managers? trying to get me to pay the difference. Which was significant. I said no over and over, and was completely insulted when Auggie Wasmund came up and started to talk to me about financing options and when I told him I was not interested he said something totally condescending in front of my son about me being afraid to have my credit pulled and basically “what was my problem?” this made me extremely upset and I grabbed my check and paperwork and attempted to leave. He said wait, don’t leave and Jason Long and Lucky attempted to talk me into it paying the difference. I must have said no at least 10 times, to the horror of my son, whom I was trying to be an example for and was trying to teach him about the car buying experience. I had to explain myself over and over and over. Finally, I was approached by Jason Stoelk who brought my window tint deposit check to me and wanted to know why I could not pay the difference if I had already put down the money. I tried to explain that the check was NOT a down payment but simply my promise to purchase the vehicle if they took it to have the windows tinted in my absence. So I was pretty discouraged that in all of that time no one had communicated to him that the check was not meant to be for a down payment on the vehicle but meant for the tint. I was completely discouraged that somehow in all of that mess, the reason for the check was completely misunderstood AND had to explain it again. They made me another offer to lower the difference by $252 dollars and I told them I had to leave and think about it, they told me to take the car as a means to help “further” my decision. I left and took some time with my son to talk about it. I decided that I could not spend the money over my budget and returned to the dealership. I explained to Jason Long and Lucky that I was sorry but I could not purchase the vehicle and attempted to leave, they told me to wait and then I was approached again by Jason Stoelk who had finally lowered the difference down to the amount it would cost to tint the windows, which I agreed was fair and told them I would purchase the car. They said awesome, congrats and the flurry of paperwork began, however Lucky was not sure how to do the paperwork and asked me for things that were unnecessary for me to fill out. He was moving so fast, I could barely keep up and at one point snatched the references paper out from underneath me that I was filling out and told me nevermind I didn't need to do it. Then he asked me for paycheck stubs, which A. I am self employed, and B. I was purchasing the car like cash and paycheck stubs were completely irrelevant which was really upsetting and frustrating. After I filled out the necessary and correct paperwork, he took the car to have it cleaned etc. I explained I had to leave as my daughter would be getting off of work soon and I needed to pick her up. He left us sitting there for almost a hour and a half. I had to arrange for my husband to pick up my daughter, no one spoke to us, no one offered us a drink or anything. Then I was ushered into Weston Birds office to finalize the papers, he acted as if we were bothering him, and he hurried through the paperwork barely saying anything to us, my son was a little freaked out and after we left I had to apologize to him and explain that Weston was not angry with us and must have wanted to go home or something. He ran through the paperwork like he was on auto pilot and I asked a few questions which he answered quickly and then he took my blank check for the vehicle and stuck it in the papers, I told him I could not give him a blank check and the amount for the car needed to be written on the check, he replied it had to be 110% of the vehicles value, and I said, well still it’s not a good idea, EVER to give someone a blank check so he took it back out and with attitude wrote the amount of the car on the check and then said to me “satisfied now?” and if my son had not been with me, I would have answered that in a way that would have been very uncomfortable with everyone involved. We were rushed back out to wait another 45 minutes, I asked Lucky where I was supposed to take the car the next day “first thing” to get the windows tinted. He said he would find out, he came back I asked him again, he said he would find out. Then he took us out to the vehicle that was now cleaned and ready to deliver. Again, I asked him where I should go for the tinting the following day and he said he would find out and text me. So I took the car and left. I then made arrangements with all of my commitments the following day so that I would be free to take the car to get the window tint done. I texted Lucky when I got home and asked him where I was supposed to take it to get it done, and he did not answer. I texted again, no answer. Finally when I was going to bed I wrote Josh B. an email asking him where I should take the tint. In the morning I got up early so I could take the car in, as "first thing" means early. I was anxious about getting it done because if I didn’t do that day it would be several days later if not a week before I had the time. I texted Lucky, texted Josh. No answer. I became really hurt and angry. I felt so bad, they had done such a good job up until the point when I purchased the car. The MOMENT I agreed to buy it, they treated me like dirt. That was a terrible shame because I was pretty impressed. Finally later in the morning Josh called me and apologized for not answering saying they had been in a sales meeting and that I should call the place to get the tint done to find out when I was supposed to be there. Which, at this point was ridiculous because it was close to 11 am. BUT I did it anyway. I called Car Concepts, who explained to me that they had never heard about me, did not have an appointment for me, and had not received a call from Toyota Bountiful, and my stomach and feelings went through the floor. I called Josh back and told him, he got upset and told me he would call me back. He called the tint place and then called me back and told me they would make time for me. So I called them back to find out when and they said "sorry we don’t have time for you until tomorrow." So I begged and pleaded and they actually said to me, "Yep this is a common problem, when you are buying the car they love you and treat you like gold, until you buy it and then no one cares." My feelings exactly. So, he finally agreed to let me come in. BUT at that point I had lost my whole day, and the time he wanted to schedule me was right on top of my sons job interview and my daughters ride to work. So I had to call and make an appointment for the following day. The following day was Saturday and my old car was parked at Toyota Bountiful, my new car had to go for tint, and I had no way to get around. My husband had to work, and so I had to go to Car Concepts and I waited the entire 4 hours it took to tint the windows sitting in their lobby. They were very kind and friendly to me, they did an excellent job on the windows. I sensed that Josh must have gotten angry with them for screwing up the appointment, or whatever happened because they knew who I was when I walked through the door. So, I lost my Thursday night, my Friday day and my entire Saturday practically. My husband was very angry. He encouraged me to write a review. I waited and thought it over as I am a firm believer in patience, love, kindness and karma. Then Josh sent me an email asking for me to review them, I responded by telling him that he didn’t want me to do that as it would not be entirely positive, but he encouraged me that they needed the feedback so they could improve and I decided to take the time to write this. THE MORAL of the story is this. Treat your customer the VERY SAME from start to finish. Like you say, you want your customer smiling as they go out the door. Prior to buying the car, I had call backs, texts, basically the dealership pursuing me. When I agreed to buy the car, I was forgotten and left alone wondering what to do. Which, in this case was a horrible shame because they did such a wonderful job at the first and dropping the ball mid-way was so counterproductive to all the work they put in at the beginning. I was totally impressed, to the point of emailing Josh and telling him, but it was the most horrible experience halfway through, and is the reason why I avoid dealerships like the plague. My salesman, I think, Lucky never did bother to contact me again. He did not return my texts or calls, and up to this point I never heard from him. So I wish, I would have loved to rave about you. But it was so bad. So so bad. And I wanted to return the car after the tint problems. But I was patient and understanding and tried to make it a good experience and positive outcome. AND the nightmare continues...I was contacted by Toyota Bountiful after writing this review and asked to remove it in exchange for a refund and a subwoofer plus install for my car due to the hassle, to which I gladly accepted and took down my initial review. But since then, I have been ignorned, ran around in circles and told to shop for my own subwoofer. I spent a great deal of time doing research over the last few day to find the very lowest price on the subwoofer package, when frankly that is not my job, and I chose to use the dealerships "recommended" vendor of Car Concepts. However, when I contacted Toyota Bountiful with a price quote for the subwoofer (amp, parts and labor), the salesman became upset and basically said they were trying to "rip us off." So he asked me to research further to see if I could find something cheaper, both my husband and I spent another few days shopping over the weekend, and each electronics store we contacted said that we were not going to do much better ANYWHERE than what Car Concepts quoted us, it was a minimum difference in savings by about $50. My husband is totally outraged and I have decided that it is not worth it for me to go through all of this. SO, I am going to leave my review posted, until such time as my problem has been remedied in full to which it was promised. Thank you for your time. ~April Conrad and Tanner Reading More

they did so much for me when i went to every other dealership in town and got turned down they approved me while keeping my same payment, getting me a new Corolla which uses half the gas my SUV did, a dealership in town and got turned down they approved me while keeping my same payment, getting me a new Corolla which uses half the gas my SUV did, and turned half my negative equity into value for the new car, i.e. toyota care for and extra year and extended warranty. these guys really are great and genuinely try to help you not just get you in the car for a test drive asap. i have already recommended them to many friends and co-workers and will continue to do so. More

I really appreciated the sales staff showing me cars in my price range and size. They showed me the possibilities in new cars also but when I decided that it was not in the price they kept to the used ca my price range and size. They showed me the possibilities in new cars also but when I decided that it was not in the price they kept to the used cars. The dealership is very comfortable when we had to wait for paperwork. I get really tired of used car dealers and their dingy sales offices. Your facility is great. Also I appreciated you not sending in the "closer" when we were working our the deal and deciding between your car and another one we were considering at another dealer (maybe he was so smooth that I didn't know he was there) . Also your finance dude was very helpful when were signing all the papers. He showed us some good options on payments on what we thought would be a cash sale and explained everything very clearly. I wish I could afford another car so I could come up to your dealership and buy it. More

My experience with this dealer was horrible, bordering of fraudulent. I used the USAA buying service to find a very specific car: Blizzard White Avalon Hybrid Limited. I received a call from this de fraudulent. I used the USAA buying service to find a very specific car: Blizzard White Avalon Hybrid Limited. I received a call from this dealer, went in and was told that although the car wasn’t in stock, they could get the car I wanted on a dealer trade. In 10 minutes the deal was signed, my down payment accepted. I was told I would get a call later that afternoon but in any event, the car would be delivered either Friday (the next day) or Saturday (two days later). The clock was ticking on my first payment…I didn’t hear on Thursday nor all day Friday. I finally called the dealer at 4 pm. My salesperson, Joshua, told me he had no idea where my car was, what the ETA was and in fact, he was no longer the point person on the car. Maybe the business manager was the point call. I asked him to have the business manager call me before the day was out. He did not. On Saturday, by 1230 pm, I still hadn’t received a single call from the dealer. I called to speak with Westin, the business manager. Westin had no idea where my car was but it would certainly not be delivered today. Maybe a few days. In fact, he had not received confirmation that he could actually get ‘my’ car. I told him that I wanted to cancel the deal; he started a tale about how he was doing me a ‘favor’ by cancelling the deal because Utah has no 3-day right of rescission. Then, he told me to step outside and have a seat ‘a desk’ and he proceeded to get more and more rude and defensive. Never once asked ‘hey, how can I keep you business?’ Bountiful Toyota was happy to finance a car for me that they couldn’t even guarantee was my car. Horrible. This dealership gives car dealers a bad name…and that’s not easy. More

I am resubmitting my rating after picking up the vehicle. I hesitant to purchase from this dealership again but if I did, I would be coming in with eyes wide open. Do not, I repeat do not, accept anything fr I hesitant to purchase from this dealership again but if I did, I would be coming in with eyes wide open. Do not, I repeat do not, accept anything from staff unless it is in writing. I purchased a vehicle via the internet with the understanding that it was a Toyota Certified vehicle. I specifically stated in my emails that this was critical to me as this was an internet purchase. The sales person assured me verbally that it was certified but in hind sight did not respond in writing that it was. I flew in, was picked up by a sales rep in the vehicle. It was very clean, we had a quick look at the vehicle and signed the documents. While the dealership was scanning and emailing some documents related to the sale for me, I did a more detailed inspection of the vehicle and found some minor damage on both bumpers, enough to prevent it from being Toyota Certified. In fact the front bumper was loose. Another sales rep, Scott Argyle got some clips to fix the bumper. (he was great) I asked the sales rep for a the certification documents. The response was that "they are in the computer and the customer doesn't get a copy" so I asked to see them. The internet sales manager came by and informed us that it was not certified and that they never said it was after referring to some of the emails. I was pretty certain that it had been advertised as such, he indicated that he did the ad and he knows it was not listed as certified. I noted that the ad listed the vehicle was an automatic, but it was a standard so errors could be made. For a while, we went back and forth, they could have sold the vehicle to someone else three times over, I could have purchased 2 other vehicles, they would not have sold the vehicle for this price if it were certified, I would not have bought it for that price if it wasn't certified, etc. The vehicle has had a full 120 point inspection, I wanted to see it. I got a basic service record indicating fluids had been changed and the vehicle detailed. We were going no where. The finance manager (Weston Bird) came by, listened to the concerns and offered a solution of an extended Toyota warranty which was significantly reduced in price. It still cost me an extra $300.00, but it was less than booking a flight home on short notice. While we were doing this, we found some critical documents in their file that should have been given to me with the sales package. On the drive home, I found that three connectors to the passenger front lights were disconnected so I had no signal, park, or headlights on that side. I reconnected them and found that the signal light bulb was replaced but with a different colour. Once I reconnected the wiring, the lights worked. However, as I was driving home, I noticed some fluid dripping off of the clutch pedal and staining the floor mats. This was clutch fluid from a leak in the clutch cylinder. Once I got home, I had the clutch cylinder replaced under warranty. Overall, I am satisfied with the vehicle, but I felt that I had been mis-lead at the dealership by sales. While the vehicle was clean and serviced, it should have never left the lot without a full safety check. In part my fault as I was distracted by the sales issues, but certainly a poor show for the service department. The clutch leak may have just started or it may have been there prior, who knows. If you buy from this dealership, you will only leave with a smile on your face if you get everything in writing, go over the vehicle with a fine tooth comb, and do not take anything for granted. More