Complaint Review: Right Toyota in Scottsdale

On Oct 30, 2009, I purchased a 2010 Camry from Right Toyota, Scottsdale, AZ.

I spoke with Mike Marino in the Fleet/Internet department on the telephone, and he sent me an email quoting his price for this vehicle.  The price was reasonable, so I called him and he informed me the color I wanted wasn't available on his lot, but he could get it by the next day. I asked if there would be any charge for transporting the vehicle and he replied; "No, we have sister companies in California and we have trucks coming back and forth everyday and that will not be a problem."

I waited two days and called to find out the status, only to get Mike's voice mail. Later in the day, Bill Johnson of the Fleet/Internet department called and acted as thought he didn't know anything about my previous conversation with Mike.  He invited me to the store where he said they could get the car, but it had to be trucked in from California and he could get it in a couple days.  However, he wouldn't order the vehicle delivered until we completed the "paperwork."  We agreed on the cost of the vehicle, and I was escorted to the finance office where I met Jamie Steinseifer.  He hurriedly prepared the paperwork, which I signed.  I noted that in the salary field he had entered $6,000 per month for my wife's income (I had left that field blank), that was in addition to the $12,000 monthly income I had entered for myself (which is actually the total income).  When I ask about that, he said; "It looks better."  I signed the contract (without reading it --- I know -- don't yell) and ask for a copy to take with me, but Mr. Steinseifer told me I couldn't have a copy as it was "private," but I'd get my copy when I picked up the car.

I was called two days later to come and retrieve the vehicle.  I was given all the paperwork in an envelope and I left the store. Only when I got home and began to review the contract and found an additional $1,000 charge for transportation charge, paid to an outside contractor, Southwest Dealer Services.  I have my serious doubts that this company has anything to do with transporting vehicles, but from their web site they are in the auto dealer training business.... suspicious isn't it? Perhaps this is a fraudulent charge?

Now, I made the huge mistake of thinking I was dealing with honorable people, and while I knew the total price I was paying for the vehicle, and had agreed to, I didn't know what the doc+tax+license charges would be, so when I was given the out-the-door price, I assumed the difference in the agreed-to price, and the O-T-D price was the doc+tax+license fees, which I would have no problem paying. I didn't ask for a line-by-line accounting of the figures, again thinking I was dealing with honorable people (insert chuckle).

Incidentally, the printed figures on their contract is very, very lightly printed. When I remarked to Mr. Steinseifer that I could barely ready the paperwork, he remarked; "Yes, I need to replace the ink cartridge."  Do you think the printer is adjusted to print very lightly to make reading anything they print more difficult? I'm just saying!

Also, the contract states very clearly; "You are entitled to an exact copy of the Contract you sign."  However, I now know why Mr. Steinseifer refused to give me a copy of the contract at the signing to take with me.  He knew I would find that $1,000 charge which was clearly separate from the other charges.  Imagine what I would have said if informed that there would be an extra $1,000 charge to bring a car to you!!!! I think I could probably transport a vehicle from the West to the East coast for much less.  And, why was it an even $1,000 ... they have no imagination. Jeeze, make it $1,067.32 or something like that, would make it a bit more believable, not fair but a little more believable.  Do you think they may have just "made it up?"  I have a strong suspicion that this vehicle was not trucked from California, but was obtained from Larry Miller Toyota in Peoria, AZ.  I know they had one in the color and style I wanted because I previously contacted Carsdirect.com and they found what I wanted at Larry Miller at the same price as quoted by Right Toyota.  However, my past dealings with Right Toyota had been reasonably good, especially their service department, and I'd prefer a portion of the sales tax go to Scottsdale, since I live here, and Right Toyota is within five miles of my home.

Friday I sent an email to Jane Tenaglia, Customer Relations Manager at Right Toyota, asking for the refund of my $1,000, but it hasn't been responded to. Should they continue to ignore me, I intend to notify the President and CEO of Right Toyota, David W Wilson, 1400 N Tustin, Orange, CA 92867 and the VP, Jay H Francis, 7701 E Frank Lloyd Wright Blvd, Scottsdale, AZ 85260. 

Not that I would expect them to respond to me, or even do more than refer it back to the "Customer Service Manager," I want them to know how they lost any future business with me or anyone else I can contact and discourage from buying there.

This vehicle is the seventh Toyota I've owned over the past 20 years, and Right Toyota has done ALL the service on the three Toyota's I currently own since they opened their store about 10 years ago, and the last vehicle I purchased, a 2008 Highlander was brought from Right Toyota. 

Incidentally, please do not allow Right Toyota to charge you $250 for etching a "secret number" on the windows of your new Toyota.  They will tell you that if your auto is stolen, then recovered, after your insurance carrier has replaced your vehicle, any deductible you paid will be refunded.  Now that is a whopper of a lie!!!  As a retired Scottsdale Police Department employee I can assure you that any recovered vehicle is entered into NCIC by the VIN number, and nothing more.  There would be no way that "secret number" has any value to you, the owner.  When they tell you; "well, it's already on the car,"  tell them to remove it. Huge rip off.

While I'm on the subject, and on a rant, I was sitting in the waiting area waiting for my car to be delivered when I overheard Mike Marino tell a female; "You don't need a six cylinder vehicle, because the Japanese four cylinder's are more powerful than an American six cylinder." Huh!  I thought it had to do with displacement, not country of origin.  I assume the woman believed it.  Now that is a HUGE WHOPPER!

There are several Toyota stores in the Phoenix area for you to choose from, and I'd suggest you visit with them, and avoid Right Toyota.  I'm not suggesting for a second that other dealers won't do the same thing, because they will, but you've been warned about the business practices of Right Toyota, and I'm going to try everything I can to discourage anyone from buying even a sun shield from them.  They do not deserve your business.

If they return my $1,000 I will be more than happy to retract this statement, and post a positive statement of how I was saved as a customer.  Still a little confused about why the finance guy entered that $6,000 as my wife's monthly salary.  Do I smell fraud?

Beware, be very afraid of them ... they're going to get you!