Complaint Review: Karl Malone Toyota - Draper Utah

Let me preface my review with the understanding that I just purchased my 6th and final vehicle with Karl Malone Toyota. I am also not one to normally write negative reviews, but the level of dishonesty demonstrated by Karl Malone Toyota must be shared to hopefully save someone from getting ripped off like I was.

Previous experiences had been fine, but this last experience was astoundingly dishonest and I cannot believe how I was treated. Attached is image proof of how dishonest they treated me and how unwilling they were to compromise.

I special ordered a Tundra Pro from KMT and knew that it was a high demand model and made no effort to bargain or seek a deal. I simply accepted the fact that I would need to pay MSRP for the fully loaded truck. So I worked through the details via text with the salesman that I had worked with on previous purchases and paid the deposit and patiently waited for the truck to be delivered in a few months.

Finally the big day arrived and a different salesman contacted me to come in and sign paperwork because my salesman was on vacation. As we were discussing details, he asked about pricing and I said that I was paying MSRP (again wasnt going to fight for a deal, just wanted my truck).



He seemed confused and grabbed his sales manager who walked up to me and said (no joke) "Im not giving that truck to you for that price!" and said something about a $5,000 premium that they were going to charge me.

This absolutely floored me. There was never any talk about a $5000 fee at any time during my discussions with my salesman so we agreed to take some time to sort things out and resume discussions the next day. But the sales manager's level of professionalism about the situation shocked me. He didnt say hello, or try to understand the situation. He just made a demand.

That night I couldnt sleep because I was so angry that I woke up at 4:00AM and started working because my mind wouldnt turn off because they were trying to pull a fast one on me.

I decided to reach out to the GM (who was also on vacation) so his #2 in command called me and we discussed the situation. I was asked if I could produce any evidence showing that the $5000 fee would not be charged and I said that I could not because this was the first I was hearing of it. In turn, I asked if he could produce any evidence showing I was advised of this fee and his response was "I dont need to." I then called out the fact that their website even had the price listed without the premium, yet he stood firm and unapologetic on this fee.

After much deliberation, he agreed to knock about $1500 worth of accessories off the price but this still left me $3500 more than I planned on paying.

The attached image further bolsters my frustration as they provided me with a cut sheet showing that the truck would cost $57,629.00 + tax and standard fees. Then they advertised my truck (same vin and all) for $56,153.00 on their website (it was missing a couple accessories that they forgot to order from the factory) and it still didnt mention the $5000 premium. Yet, they added it to my purchase agreement when I went to pick it up.

This is not only false advertising, but it is a bait and switch. It is unethical and I'd assume illegal to advertise a lower price and then charge more. Most reputable businesses would charge the customer the advertised price. But not Karl Malone Toyota.

I am deeply saddened that after being a repeat customer that has purchased 6 vehicles (all accompanied with a trade in that made them more money), they chose to ignore customer loyalty in the name of making a few extra dollars not realizing the impact that they made and the future business that they lost.

The most expensive customer to lose is the one you already have and I planned on being a customer for every Toyota I owned moving forward but after this experience I will not only never buy from Karl Malone Toyota but I will make sure I tell anyone who will listen how dishonest they were.

Please look elsewhere before you buy from Karl Malone Toyota. It is clear that they dont value your business or loyalty.