Phillips Toyota

Phillips Toyota responded

Hi Brandon, We appreciate the feeback. However, the person you spoke to was Tommy Aviles, not Tony Viero. You scheduled an appointment to bring your trade by but before coming in, you called and asked us if we would be able to give you $6,000 for your trade. You told us that if we couldn't, there was no sense of you coming out to our dealership. Tommy put you on hold and when he did, we discovered that we valued your trade at $3,000 back on February 19th. You even sent us a KBB screen shot on February 18th and the trade value was also around $3,000. Tommy got back on the line and told you that we gave you $3,000 for your trade a few months ago, so he did not forsee us giving you an additional $3,000 a few months later, with more miles. This information was given to you via phone because this is the information you inquired about on your call, and we believe in being transparent. We also refuse to over promise and undeliver. We believe this be a considerate practice allowing our customers to arrive to our showroom, under no false pretenses Since you proceeded to hang up after being told that we didn't forsee giving you an additional $3,000 for your vehicle, we never even got a chance to give you a new value for your vehicle; so saying that we offered you $1,000, is a false claim that never occured. Thank you for your consideration and if there is anything we can assist you with in the future, please do hesitate to reach out. Best Regards, Phillips Management Team

Brandon H responded

Thanks for not taking my business and allowing me to get a better deal from another dealer.

Phillips Toyota responded

Hello, You requested that we run your credit to make sure that you could purchase one of the vehicles that you had looked at. You told us that you did not want to buy the car today, so we suggested that you find the vehicle that you want before running your credit. However, you insisted on us running your credit anyways. We did just that after you signed an application. We informed you at that point that your credit was more than adequate to purchase a vehicle, and all that was left to do was find a vehicle that you liked. You informed us that you did not want to purchase anything at that time. Regarding one of the vehicles you were interested in, we offered to have our service department look into the A/C, which we did. The A/C is functioning perfectly. We have that particular vehicle you looked at priced at $9,997 online. Respectfully, your offer of $4,000-$5,000 out the door (including all taxes and fees) is more than a little out of reach. While we are open to negotiations, it is not reasonable for us to have enough markup to cover taxes, fees, and an additional $5,000 off. If there is anything further we can do to assist you with your search, please let us know. Regards, Phillips Toyota Management

Personwithadog responded

That is a lie. The a/c is not functioning perfectly. Maybe intermittently. We are more knowledgeable on this than the average person, but you continue to try to gaslight us into thinking it’s normal. The communication was not clear or effective with this salesman. And to say we insisted to run a hard check is ridiculous. No, I’m sorry but that is not what happened at all. We were ready to look at many cars and the numbers, but the salesman stated it had to be a hard check for every car. We KNEW our credit was excellent & we could purchase the car if we wanted same day. We requested the different numbers written down for various vehicles to think on, but were told this wasn’t possible. It was your salesman that did not believe we had the credit or means to buy the car. It seemed there was more interest in locking in the quickest sale to get us out of his hair & what was going to be done with the commission instead of finding the right deal for us at this time. That’s all fine, but the things we were told and the amount of effort put forth was laughable. It’s clear you’ll take the risk that someone else will come along naive enough to buy it full price or you will auction it for less than $1500. I understand. Seems responsible enough to me, it’s worked for you enough in the past. Also, he showed us a red 2012 Camry on his computer that he claimed was the same black 2012 Camry for 12k, but the sticker we saw was 9k. We are aware of the KBB value plus taking off the cost for the a/c repair. We asked for carfax and he showed us dealership stats, often confusing multiple cars we had interest in which is why we were there requesting hard copies of various car stats & financing options. Word of mouth is your best friend & we are in the market to buy many cars in the near future. We’ve been hoping to establish a good working relationship with an honest dealership we could trust. I have also been looking into trading my vehicle in for a luxury model and my son will be driving soon. This is a “just for now” purchase that we were hoping would lead to many more happy purchases. I see now that is not possible with your dealership at this time. Thank you.

Phillips Toyota responded

Unfortunately, we don’t hold pre-owned vehicles—especially not for customers who haven’t begun the buying process. You called from Missouri and asked to be notified when the vehicle was out of the shop, which we noted. At that point, no deal had been discussed or negotiated. These vehicles are sold on a first-come, first-served basis. In this case, a local family came in, asked to see the vehicle (which had just finished in service), and made the decision to purchase it on the spot. Holding a vehicle back from serious, in-person buyers for someone who hasn’t even seen it or made an offer wouldn’t have been fair—or ethical. That kind of behavior would be “slimy and disappointing,” and we aim to avoid exactly that.