Buying a '16 LC - worst dealership/car buying experience of my life!

[Katkon]

The last couple of weeks have been nothing short of incredible, in a bad way.

I live in a major city with plenty of Toyota dealerships, including one of the nation's largest - who happens to have 2 branches in town. As my employer has an H-Plan agreement with one of these, I contacted the dealership directly and agreed price promptly. Let's call them Dealership A. These guys were professional, courteous and transparent - frankly, good to deal with. Trouble was, they had no LCs in stock. So they needed to source from another, who's part of the same franchise. Let's call this other one Dealership B.

I'd visited Dealership B to verify (and take a look at) the car in question. When A tried to source the car from B, B informed A the car had been sold. Doubtful that this was the case, I called B directly and asked if it was available for sale - which it was. In fact, they were willing to do a deal marginally better than A (though I never mentioned A's pricing), but that fell through as the prices quoted over the phone were not the same as the ones listed on the invoice when I showed up to sign the paperwork. It was small stuff, frankly, but my principles got in the way. I mean - a dealer prep fee of $300 to "wash the car and get it ready for delivery", when they'd suggested they would only add TTL to invoice got me annoyed. I walked out of the dealership with an $83.5K cashier's check in hand, annoyed at the shell game being played.

I then called A and told them that the car was available at B - it had not been sold. They committed to sourcing it first thing in the morning and delivering it personally to my house the next day (once again, I was impressed with the lengths to which A would go to). I get a call that next day (today) informing me that B would not release the car, and that the franchise holder (who owns both dealerships) would like me to buy from B. I'm refusing, out of principle. Don't care that they're the only ones that have what I'm looking for available in the right color combination, I don't want them to get credit.

So I called A and asked them if they could order me a new one. I told them I'd wait as long as I can order the accessories I want and get a rough idea of timeframe. Turns out, I can't order the accessories I want - Gulf States Toyota decides and I simply have to live with whatever decisions they make. As for timeframe - "it might be 3 months, it might be 4 - we really don't know and can't find out".

For cryin' out loud: what on earth is wrong with Toyota and their dealerships? I've never experienced anything like this. I mean, we're talking flat out lying and deceit by B about car availability and pricing, and a helpful A that isn't able to commit to anything because their hands are tied and GST/Toyota won't let customers order what they want, and can't commit to delivery timeframes.

It's absolutely astounding to me. Perhaps I've come to expect too much having bought primarily European cars in the past. But I'm starting to understand why the volume car buying experience is so dreaded! At this point I'm undecided abut whether or not to go against my principles and simply do a deal with a bunch of guys who I don't trust. Or, whether to look at something else altogether - something other than Toyota.... What would you do?

 

[cwwfj60]

that's pretty sad, you'd think they'd treat someone a little better when they are buying one if not the most expensive toyota on the lot. I'm glad you stuck to your principles and didn't let them win.

I'm curious why your not disclosing the dealer's name, they deserve it, especially since I'm in Texas and I want to know if this is local to me, I've had some pretty bad "run-around" here in the San Antonio area myself and curious if this is the same people.

 

[M1911]

Expand your search to other dealers outside of Gulf States. Find the Landcruiser you want, buy it, fly up and drive it back. Then send a letter to the owner of the franchise in question, with a picture of your new Landcruiser, explaining how his employees managed to lose your $80k purchase.

 

[cc1999]

All those additional fee games have been around for many decades. I would speculate 90% of the time if not more, they get away with it, since 95% of all dealers have those same sort of add on fees. Years ago they were only 50 bucks now days they range from $250-600. I have the feeling that dealer A might have done the same thing had you made to the final stage to sign the papers, not sure if they would have given in or not. I will say with somewhat rare vehicles like these LCs they tend to be less likely to cave on getting those extra fees. They have it, they know there are not many around to compete with etc. etc.

With domestic brands, and average everyday vehicles like a say pickups, I can generally negotiate my way out of those fees, just as you were attempting to do with dealer B. Problem with more exotic cars like the LCs, that dealer only get allocated few of them a year, and there are only a couple thousand annually imported to the US to go around. That's what likely kept that dealer from caving to your demands of removing those fees. Had you been buying a Tundra and he had 100 of them on the lot, he likely would have caved to you demand to waive those fees.

My background is that I have a small business fleet and between my personal vehicles and the business vehicles, there is a little over 50 vehicles that I am constantly buying selling and trading. Basically I go through this process sever times a year. I am buying on average between 6-12 vehicles a year, several different brands and dealerships . I can tell you my experience has been that Toyota dealers in general are almost always more difficult to deal with. Where my personal LCs are concerned, those about the only thing Toyota makes that I am willing to put up with Toyota dealer BS in order to buy them . There is almost nothing else in the market that is truly a viable competitor to the LC. The QX is about the only thing even in the neighborhood IMO.

 

[Bomar]

YES GST tells you what you want. Look out west....

 

[Gatorsmiles]

I found the majority of dealerships in my area to be frustrating when I bought my 13. Stick with it--it's worth the frustration. Eventually I bought mine site unseen through the Internet Sales Manager. The unpleasantness of the purchasing experience (and I'm not even talking about price and fee haggling) fades soon after buying. 3 years and 50,000 miles later, this is he best vehicle I've ever had.

 

[Bomar]

That is also a benefit of looking at LXs also. They tend to treat with more respect. Most Toyota stores are not used to the LC buyer at all. Camrys and corrolla's

 

[M1911]

Well, we do need to keep dealerships in perspective. After all, it is only the behavior of the 90% of dealerships that give the other 10% a bad name.

 

[Haggis]

My wife drives a Lexus IS 250C. I always enjoy visiting the dealership. Class and common courtesy every time.

 

[Corbet]

Buy from somewhere else. Sounds like a couple of sales managers in competition loosing sight of the big picture. On the books they are probably separate entities even though under a common umbrella. One dealer does not have to release inventory to another. As allocation is so small in the case of a LC. I'm sure dealer B assumed they had the deal wrapped up.

When the WRX STi was super hot in 2004 we never released one to another dealer either. Nor the 200 series either unless it was to a dealer we knew would return the favor.

As far as ordering one, yah they pretty much just show up as is from Toyota.

 

[Markuson]

Buy from somewhere else. Sounds like a couple of sales managers in competition loosing sight of the big picture. On the books they are probably separate entities even though under a common umbrella. One dealer does not have to release inventory to another. As allocation is so small in the case of a LC. I'm sure dealer B assumed they had the deal wrapped up.

When the WRX STi was super hot in 2004 we never released one to another dealer either. Nor the 200 series either unless it was to a dealer we knew would return the favor
As far as ordering one, yah they pretty much just show up as is from Toyota.

If anything...it's probably worse BECAUSE they are owned by the same entity.... Think about it. Someone trying for a promotion? -Due to common ownership...instead of competing with location co-workers...they end up competing with TWO SETS of location co-workers. This would naturally lead to SERIOUS competitive gamesmanship. -Not the best setup.

The Toyota dealership I deal with in San Diego County (Toyota of El Cajon) has been absolutely fantastic with me over the years...even though I've never bought a vehicle from them. They have serviced several vehicles including my 100...and my service guy has ALWAYS suggested I go elsewhere when he knows they will over-charge me. For example: Getting my rotors turned... He literally talked me out of doing it there--even though it would cost him commission! And he was right. He helped me order the parts...and then sent me down the street to a guy I used three more times for all my brake repairs.

In other words... I think you just got a bad apple at those dealerships, and likely guys who are stuck in a back-biting battle for position...trying to impress the same owner. Frankly, you might get traction by writing a letter to the owner himself...along with a copy of your cashier's check for $80k+. I'd put money on your getting a very nervous phone call from one or BOTH of those sales managers...asking for your business (after they get chewed out by the owner...who just lost a sale due to his "battling boobs."

Markuson

 

[Corbet]

Depends on the owner. I've worked in a sales situation where different locations of he same company were your largest competitor. It sucked. Ownership did not care. Sales managers were forced to compete aggressively against one another within the same company.

My experience in sales is the the fastest way out the door is the sales managers chair. So much easier to just be an sales person and have to only worry about your own s*** rather than everyone else's.

On a side note, last time I drove by Webb Toyota in Farminton NM there were sitting on a 2016 but did not look at its options. I think it was Black if anyone is looking.

 

[Katkon]

Well chaps, so much for pride and integrity: I ultimately sealed the deal with the GM of dealership B after insisting he get involved to nail down the paperwork quickly. He was, as you'd expect, courteous and professional. They were fine to work with once the paperwork was done, and with the GM involved it took just minutes.

So, I took delivery last night. I didn't test drive the truck (I knew I'd like it) and wasn't disappointed. Rides exactly like I expected. This'll be a daily driver and I wanted something special but inconspicuous. My litmus test was driving it through a high end part of town filled with high end restaurants and bars, and to count the admiring glances. Thankfully I encountered none - very, very few recognize the car or pay it much attention which is PERFECT! Exactly what I wanted.

I spent about 30 mins with the dealerships delivery guy, and we only scratched the surface - had to leave to go to dinner with the family. We'll resume the walk through on Sunday at the dealership.

Oh, and it did come with the DVD covers - as everyone suggested on the forum. The dealer simply didn't look throughly. Also comes standard with a tow hitch ball, DVD player remote and 2 wireless headsets. The only thing I haven't managed to find yet is the third row middle seat headrest - I know it's somewhere in the car, just not where! The dealer knows we have yet to locate this item.

Overall, I'm very impressed with the vehicle. It's big, well-built, and luxurious without being ostentatious. I did briefly consider the LX (mainly for the dealership experience), but as it's more conspicuous and obviously expensive, I went the LC route.

Thanks for all the counsel and advise from folks on this forum. I'd post a photo but have no idea how. Went with silver/black for ease of maintenance....

 

[Yossarian]

The only thing I haven't managed to find yet is the third row middle seat headrest - I know it's somewhere in the car, just not where! The dealer knows we have yet to locate this item.

Congrats on your purchase!

The extra headrest, if like the previous models, are located behind a zipper in a third row seat itself (look on the back of the seat for the zipper).

 

[Markuson]

Well chaps, so much for pride and integrity: I ultimately sealed the deal with the GM of dealership B after insisting he get involved to nail down the paperwork quickly. He was, as you'd expect, courteous and professional. They were fine to work with once the paperwork was done, and with the GM involved it took just minutes.

So, I took delivery last night. I didn't test drive the truck (I knew I'd like it) and wasn't disappointed. Rides exactly like I expected. This'll be a daily driver and I wanted something special but inconspicuous. My litmus test was driving it through a high end part of town filled with high end restaurants and bars, and to count the admiring glances. Thankfully I encountered none - very, very few recognize the car or pay it much attention which is PERFECT! Exactly what I wanted.

I spent about 30 mins with the dealerships delivery guy, and we only scratched the surface - had to leave to go to dinner with the family. We'll resume the walk through on Sunday at the dealership.

Oh, and it did come with the DVD covers - as everyone suggested on the forum. The dealer simply didn't look throughly. Also comes standard with a tow hitch ball, DVD player remote and 2 wireless headsets. The only thing I haven't managed to find yet is the third row middle seat headrest - I know it's somewhere in the car, just not where! The dealer knows we have yet to locate this item.

Overall, I'm very impressed with the vehicle. It's big, well-built, and luxurious without being ostentatious. I did briefly consider the LX (mainly for the dealership experience), but as it's more conspicuous and obviously expensive, I went the LC route.

Thanks for all the counsel and advise from folks on this forum. I'd post a photo but have no idea how. Went with silver/black for ease of maintenance....

You're gonna love it! I agree about the inconspicuous thing. No one notices it unless they are fellow LC guys...or until you build it up.
First Land Cruiser for you?

 

[Markuson]

Well chaps, so much for pride and integrity: I ultimately sealed the deal with the GM of dealership B after insisting he get involved to nail down the paperwork quickly. He was, as you'd expect, courteous and professional. They were fine to work with once the paperwork was done, and with the GM involved it took just minutes.

So, I took delivery last night. I didn't test drive the truck (I knew I'd like it) and wasn't disappointed. Rides exactly like I expected. This'll be a daily driver and I wanted something special but inconspicuous. My litmus test was driving it through a high end part of town filled with high end restaurants and bars, and to count the admiring glances. Thankfully I encountered none - very, very few recognize the car or pay it much attention which is PERFECT! Exactly what I wanted.

I spent about 30 mins with the dealerships delivery guy, and we only scratched the surface - had to leave to go to dinner with the family. We'll resume the walk through on Sunday at the dealership.

Oh, and it did come with the DVD covers - as everyone suggested on the forum. The dealer simply didn't look throughly. Also comes standard with a tow hitch ball, DVD player remote and 2 wireless headsets. The only thing I haven't managed to find yet is the third row middle seat headrest - I know it's somewhere in the car, just not where! The dealer knows we have yet to locate this item.

Overall, I'm very impressed with the vehicle. It's big, well-built, and luxurious without being ostentatious. I did briefly consider the LX (mainly for the dealership experience), but as it's more conspicuous and obviously expensive, I went the LC route.

Thanks for all the counsel and advise from folks on this forum. I'd post a photo but have no idea how. Went with silver/black for ease of maintenance....

To post a photo from your computer...

-Below the Reply text box, click the "Attach File" button (lower right). Then navigate to the photo file on your computer and double click the file. Then you just have to decide whether to post as a clickable thumbnail...or "full image" which posts the image in your post without making people click the thumbnail.

OR... The easiest way?

Simply drag the photo file and drop it on your post text box. The photo will drop wherever your curser was/is in your text box.

You can continue adding photos this way.

So... Now that you know...I'm sure people would like to see the video screen covers.

 

[Katkon]

Congrats on your purchase!

The extra headrest, if like the previous models, are located behind a zipper in a third row seat itself (look on the back of the seat for the zipper).

Bingo! Thanks very much - that was well hidden.

 

[Katkon]

You're gonna love it! I agree about the inconspicuous thing. No one notices it unless they are fellow LC guys...or until you build it up.
First Land Cruiser for you?

First for me, though I've admired them for years. My father had an FJ40 in the 1980s - yellow with a white roof; he used it primarily for transporting hay from a local farmer to our stable. And for towing anyone who got stuck driving up nearby icy hills in winter, which he thought was great fun. Steering was so heavy we joked that anyone who drove one would break out in a sweat. It was nicknamed "Yellow Fever" as a result. The '16 is quite different!

 

[Markuson]

First for me, though I've admired them for years. My father had an FJ40 in the 1980s - yellow with a white roof; he used it primarily for transporting hay from a local farmer to our stable. And for towing anyone who got stuck driving up nearby icy hills in winter, which he thought was great fun. Steering was so heavy we joked that anyone who drove one would break out in a sweat. It was nicknamed "Yellow Fever" as a result. The '16 is quite different!

Ha! Cool 40 story.

Ya... Some really hate how pedestrian the newer Cruisers look...but man, they do remain incredibly capable.

 

[cederholm]

That sucks. I have to say I've been pretty pleased with the dealers I've dealt with in the North East. Brought my 100 in for service to a dealer in Ct who I knew had a few 200s on the lot. First time dealing with them. Called made and appointment for the serves and said I wanted to check out a 200. Sales guy was waiting the service bay when I arrived. Gave us the super gold treatment and ever through in a Toyota Nascar jacked that I had been admiring when I bought the 200.

Just curious, when you talk option are you speaking of colors? In '13 there were no options offered except floor mats. The truck came loaded.

~ Carl