Summit Toyota of Akron

Summit Toyota of Akron responded

Before we respond to the 'mistakes' in your review we would like to make the following clear- We did make a mistake. With the stroke of one key we changed your price by an even $10000. This did happen and we deeply regret it and have apologized profusely. Though we hold ourselves to high standards, we are still human and can and will make mistakes. We again apologize for our error. Now to correct a couple mistakes in your review in order- When you notified your salesperson that you wanted a Costco discount, he told you that your vehicle was currently being sold at MSRP. The salesperson did not in fact notify me of the $10k discount when he was given figures to pass on to you. This happened after he showed you the figures. He came back into the office and stated that you asked for additional monies off. He told me that he told you that you're already getting ten thousand off. This was such an absurd figure I assumed he was joking and went about my duties. We are taking this as a teaching moment for your salesperson and myself. Your salesman has never seen a discount like that on any Toyota vehicle in his four years with us. This was true when we were robust with inventory and even more so now when, as you saw, we are at a small fraction of what we normally carry due to manufacturer supplier issues. This misquote has happened one other time in my 24 year career. I will learn from this and do what I can to not allow it to happen again. Though you did sign preliminary paperwork you had not completed the final paperwork to complete the purchase. It is the Finance Managers responsibility to be the final safety net. This includes spelling of names, addresses, the math and host of other details. It was the Finance Manager who caught the error and brought it to my attention. You had not sat with him yet. At this point I approached you and notified you of the error. I did make the hand gesture and started to walk away, you stated, "you don't get to do that" and I agreed and stayed and endured more of your abusive words and tone. I deserved it. Once the Office Manager proceeded to refund your money, there was no reason for me to be present, so I left the room. You then proceeded to tell everyone in the dealership that would listen (customer and employee) the one keystroke error resulted in the conclusion that "Tj does not know what he is doing". I thought it best to remove myself from the situation. In closing, ten thousand off on such a vehicle is not practical. There is only a $1000 rebate and yes, that price would have lost several thousands of dollars. It was an honest mistake. These events do not reasonably define us as shady or that we conduct business poorly. There was no nefarious motive where Summit Toyota had something to gain by the error. The mistake upset a customer, lost a car deal, and continues to waste time for both of us. Again, it was a human error that was caught prior to finalizing the deal. We will do our best to limit our mistakes. We hope you find the vehicle of your choice at a price you find acceptable.

Summit Toyota of Akron responded

Like I said, It's a nationwide stat and you have failed to give an example of how we didn't treat you with respect. Your review itself states we gave you the details in writing, so I am confused as to what the "feeble text message" or verbal promise is about. Extortion??? Most of our customers see it as an opportunity to secure the vehicle. We have had upset customers because we didn't call and offer the deposit. You are the first to think of it as extortion when we do. We sincerely apologize that we attempted to not waist your time. It is still extremely odd that you submitted a lead on a white 4Runner and were mad and hung up on my salesperson over the black one being sold. The 4Runner you inquired about wasn't sold to any of the three appointments that came in on it Saturday morning, it was sold to a walk-in customer at the end of the day Saturday. It takes some time to delete off all of our sites. Also, many folks come in for appointments and do not buy that exact vehicle. Extremely common! How it not selling to them makes the appointments fake???!? And to be fair, you were inbound, an hour away from showing. You were a captive customer driving a long way to see the vehicle. What realistic motive could we possibly have to "extort" you when you would be sitting in front of us in an hour? What motive other than trying to not waste your time? Your assumptions of our integrity has yet to come with any justification or event that should lead to such accusations. We are a Toyota Presidents Award winning dealership. This honor only goes to roughly 10% of the 1200+ Toyota dealers in the U.S.. You have to outsell your market by 10%, have exceptional customer retention and have top tier Customer Satisfaction. You don't get that by being dishonest or by not treating customers with respect. I sincerely hope life you have a better day and find some joy!

edajaneczek responded

We can agree to disagree. I just hope others don’t fall for your tricks. I stand by my perception of events and consumers can draw their own conclusions.