Issue with my Plug-In order and my nightmare

Hi, everyone, I'm new to posting on the forum although I've been reading it for the past few months since I've ordered my Plug-In. I'm hoping for feedback and advice since this is my first time ordering a new car and although it has arrived, I am having problems with my dealer.

I got a call Friday at noon that my Plug-In arrived! Yay!! But then the Internet Sales Manager says the car came with some extra features that the factory installed: alarm, tint, and something else I don't recall. She says I'll have to pay $2,600 for it. No way!!

A few hours later another Internet Sales Manager calls and tells me to come and pick up the car and says the additional options must be paid for. I told him that's not what I ordered and he said the General Manager had instructed that these features must be installed on every new vehicle that comes in!

Now who do I believe? Further, doesn't tint come standard for the windows? Is the keyless entry with panic function the same as an alarm?

According to my order confirmation, the Contract portion says that the Dealer and I agree to the vehicle at a certain price already and that any additional installed equipment must be requested and/or approved in advance.

To make matters worse, the second manager called me 3 times and with hostility, threatened that if I did not come in the same day to pick up the vehicle that he would sell it to someone else. I am unable to make it into the dealership this weekend due to more important personal reasons, but do plan to buy the car at the original agreed upon price. According to the aforementioned Contract, it states that I have 14 days to finalize the transaction.

He proceeded to raise his voice at me about how I need to come in that day or the next because he needed to sell the vehicle by the end of the month to meet quota. Again, he threatened to sell to another customer.

I told him about the Contract, and he says there is none--that this is merely an "opportunity" to purchase the vehicle.

Now I still don't have my Plug-In, and I don't know what are my options to get the one I ordered at the price I agreed on...

Can I switch Dealers at this point?

Look up above for the Prius Team. Send a note to Erica from Toyota and ask her to intervene. I would wonder if what they are doing is illegal since you have a signed contract on the vehicle.

What dealership is this???

I'm with Simi.. you have an agreed upon price and list of options you already agreed to (if any). All that dealer added crap is BS. And I can't help but to think that their high-pressure, hostile tactics are aimed at getting you in there ASAP before you have the chance to make any trouble for them. Hopefully Erica can sort this out.

Please share the name of the dealer with us so everyone can avoid them.

Toyota Place of Garden Grove.

I called The Toyota Customer Experience Center this morning and opened a case with them. They said they'll need 2-3 business days to investigate, and that's great, but I really just want my Plug-In without drama!

Thanks for your advice; I'll contact Erica!

I agree on sending a message to Prius Team.

They have helped out another Prius Chat member who had a major issue with a dealer and assisted them in finding another vehicle.

This is so egregious that were it me, I would post a complaint in the Bettter Business Bureau website of the city nearest to the dealer, so the complaint would be visible for all the web to see.

Second, on Monday i would buy at least one share of Toyota stock and then make a complaint through Toyota investor relations. Believe it, that will work sometimes with big corporations.

Oh, and since it's Saturday, i would go to the dealership when it's full of customers and loudly demand my deposit back.

Good Luck; the Plug-in is worth waiting, and fighting, for.

Oh Man..... This is horrible !
You been literally waiting for this car since the summer, following and tracking every stage of the build, and when it comes time to get your car, you have some shady dealership adding and making changes to the car for a HUGE markup.

Personally, I hope someone @ Toyota sees this!

This isnt right, nor should the dealership be allowed to get away with this.

I think starting here is good, but you should also call the BBB, as well as corporate.

This is the exact reason I hate dealing with dealerships, some can be so shady. I envy the peeps who got their cars from Diane.

I truly wish you the best with this, and please keep us updated.

-Mike

i think i want my plug in as much as anybody. and i also dislike drama. but these people are trying to take you for a ride and i would try every avenue possible before giving up, and i would never pay more than the agreed on price. what they are trying to do should be illegal if it isn't. all the best delz, i hope erica or toyota comes thru for you.

Thanks, everyone. I'll be sure to hit BBB and Yelp!

I am not willing to pay more for what I did not order, but I do fear I won't get the car.

I can't seem to find a contact link to Erica....Help?

PriusChat Forums - View Profile: Prius Team

More specifically:

http://priuschat.com/forums/private-messages/send-to/44773/

Wow. I ordered Tint on mine and they installed 1300 more in options too. But my sales rep said he quoted me only 295 for tint and that was all I had to pay and he apologized for the mistake.

Two days before the big order day, I called GG Toyota. They were not forth coming on giving me a price, saying " the car is very popular, we will have to wait until it come in."

I'm so glad I found Dianne. I picked up my car on thursday, under one hour doing the paper work, full tank, full charge, five hundred under msrp, and no BS. Thanks Carson Toyota, shame on you Garden Grove Toyota.

That's just sad.
And good luck.
The only thing I WOULDN'T do? Give in to the dealership trying to pressure you into paying $2,600 more for things you did not order or agree on.

The whole experience sounds ridiculous. Why should a dealership raise their voice or threaten you regardless? Is it your fault they want to sell it to reach their quota?

Keep on down the path you are on. Investigate any and all options. I hope you get the vehicle you want...at the price you agreed upon. That behavior from a dealership is totally counter to customer service and respect.

And yes, if by the dealership's supposed claim that you do not have a contract, just an "opportunity" to buy the vehicle? Then I'd say you are free to change dealerships. Unfortunately, it might reset your waiting time...

It's too bad you couldn't have bought your car from Dianne...

Agreed! I really wish I could finalize this through her.

This is preposterous. You have a contract between yourself, the dealer, and Toyota for a specific vehicle at a specific price. Do not pay a dollar more than you agreed to. I would run this up the chain as far as possible and as quickly as possible... Best of luck, I am sorry to hear of your troubles.

I felt myself getting angry as I read through your post. They're hoping you fold and pay up or just walk away. Either way they'll get more than they originally agreed to.

Not only would I fight this all the way to the top with Toyota corporate, but I would smear this dealer and every salesperson/manager that lied to you on every site I could.

I've also read about sending emails directly to the CEO/President of a company. Most of them have an executive staff that handles issues like this. Especially since the ordering was done through Toyota and all the updates came directly from them.

Good luck!

Just looked at the reviews of this dealer. I don't think I've ever seen so many 1 star ratings. One review said "I hate this place with a passion".

http://www.yelp.com/biz/toyota-place-garden-grove

so did i! you should smear them on here like rhizzlebop did. the owner of his dealer heard about it and came here to make it right. (hopefully)

I just sent an email to the General Manager of Toyota Place (sam@toyotaplace.com) to let him know that what they are doing is known far and wide.

All PIP Owners UNITE.
All meet at Garden Grove Toyota and hold a Dealer Protest !!!

I love all of your support. A this time, no revolt is necessary. I've been trying to get a hold of the GM Sam but he's out for the entire weekend so I'll await on his response.

Also, Dianne has agreed to accept a transfer if the Customer Experience Center approves, so I guess we'll have to wait and see how the case closes next week!