It's all explained pretty clearly in the letter, but basically my gf and I had a pretty crappy experience shopping for cars last Saturday. I thought it'd be worth writing a letter to the folks at that dealership and cc'ing it to Toyota corporate (although the only info I found in a brief search was for the "customer experience" office or some such.
I was hoping to get some input on the letter. Too long? Too passive aggressive? Not aggressive enough? Any thoughts would be great... this is just kind of a first draft that I wrote up while bored at work.
Dear Sir or Madam:
I am writing to inform you of the unpleasant experience my girlfriend and I recently had while shopping for a new car at your dealership.
We arrived at the dealership in the early afternoon of Saturday, July 28, and were greeted by a friendly and helpful gentleman by the name of Luis. Luis took us on a test drive in a 2007 Camry LE. We both enjoyed dealing with him. After returning from the test drive, however, Luis handed us over to a salesman, Grant. Initially, Grant seemed friendly and eager to help. He sat us down, chatted a bit, and then started working up a quote on the vehicle my girlfriend, Rebekka, was interested in. During this time he repeatedly badmouthed the Toyota dealership in Vallejo, describing their shady business practices and the excessive and unreasonable pressure they put on customers to buy a car then and there. As unprofessional this seemed, it was reassuring, and we informed Grant that Rebekka was not prepared to make a purchase that day. We told him she was planning on buying within the next week.
At about this time someone, I assume a manager or supervisor, dropped by to see how things were going. Grant responded by tossing his little pricing packet across the desk toward the other gentleman and saying, and I quote, "This is pointless, they aren't even buying today." I was so shocked that I don't remember exactly how the other man replied, but in effect he told Grant to work with us a little bit and see what he could do. Grant grudgingly did so, spending a few minutes telling us that it was pointless to try to get a price estimate unless we had the cash in hand, and in the end basically told us to come back with the money if we wanted the real price. He then told us to call him if we needed anything (I had asked for his card), stood up and walked away. He did not offer to shake hands, thank us for our interest, or even ask for a phone number to call to follow up.
I have never been treated so rudely by a salesperson in my life. Perhaps some salespeople do not realize it, but purchasing a new car for the first time is both an exciting and intimidating process. It is not a decision most people make in a single day, let alone a few minutes. To be treated like we were a waste of time because we were looking for a car to purchase in a week, rather than in an hour, was infuriating. Of course, on the flip side, such treatment makes for a great story.
I write this letter in hopes of reminding you at Lithia Toyota, as well as the individuals at the Toyota Customer Experience Center, of the way things work for the customer. We, the buyers, are not there to meet or beat a sales target before the end of the month. Upon leaving the dealership, when I suggested that we make sure we speak with a different salesman when she was ready to buy, Rebekka stated that she would not be returning to Lithia Toyota. After some shopping online, she has decided to make her purchase, the same 4-cylinder Camry LE, from Modesto Toyota, whose representative was friendly and helpful, and actually willing to offer a reasonable price despite the fact that she was not in his office with a signed check. We will be driving down there from Davis this Saturday to make the purchase.
I hope, if nothing else, our experience will prevent the same thing from happening to the next customer at your store.
Thank you for your time,
Hasrett
(I'll be replacing "Grant" with "Mr. Whatever" when I have his card in front of me)
