Jairo Alvarado

This was an extremely frustrating dealership experience from start to finish. Jairo was personable during the sale, but the follow-through was poor. I spent about an hour sitting at the dealership for n from start to finish. Jairo was personable during the sale, but the follow-through was poor. I spent about an hour sitting at the dealership for no apparent reason before even reaching the finance office. Once there, I explicitly said I did not want any add-on products, yet I was still required to sit through the entire upsell presentation anyway. That part of the process was particularly offensive. If a customer plainly says, “I do not want any of this,” that should end the sales pitch. Instead, Heritage makes customers sit through it regardless, wasting their time and demonstrating that a clear decision is apparently less important than another opportunity to sell something. It felt designed to wear customers down rather than respect an answer. What made that even worse was that the finance operation could not reliably perform its actual job. Their software repeatedly malfunctioned, paperwork had to be redone, and I had to re-sign documents several times because of problems with their system. Perhaps if the dealership devoted as much attention to making its financing process function correctly as it does to forcing customers through unwanted upsells, the transaction could have gone off without a hitch. The car was also delivered with less than 10% charge. Jairo would not, or seemed unwilling, to take it to a fast charger before delivery. Handing someone a new EV with essentially an empty battery is a remarkably poor delivery experience. After the sale, things got worse. I had purchased a tow hitch installation, but when I called more than a week later to schedule it, I learned the sales team had never even submitted the order for the hitch. The points of contact I was given also rarely answered their phones when I called after getting off work around 4 PM. There are also several things about the car that are Toyota design decisions rather than dealership failures, but the sales team was dismissive when I raised them. The most irritating example was the terrible key-fob range. When I mentioned it, I was told, “Well, you’re supposed to use the app.” The app is not a replacement for a properly functioning key fob, and dismissing a legitimate complaint that way was incredibly irritating. More than a month after purchasing the vehicle, Maryland MVA still shows “no registration,” which means the permanent registration has not even been completed in the state system. The dealership also says it does not have my permanent tags and plate. At this point, this is not simply a matter of waiting for plates to arrive. The registration itself appears not to have been processed properly. Based on this pattern, I would not buy another car from Heritage or recommend them. If they were not selling market-leading vehicles that require very little salesmanship to begin with, it is difficult to imagine this level of customer service being sustainable. More

Print

He really took his time to attend to us, and even when he couldn't provide answers, he quickly sought out someone to provide us with the answers we needed. couldn't provide answers, he quickly sought out someone to provide us with the answers we needed. More

Print