Toyota fail

Sadly, I've sent four emails to the Toyota customer service email AND called the call-centre but to date, no response. In fact, a gentleman at the Toyota SA offices put the phone down in my ear. Sad because service is no longer a priority clearly - the Toyota brand it's affiliated 'family-feel' no longer exists.

I'd like to express my disappointment at the service received from the above mentioned branch, in the used-car Sales section.

On Saturday 11 March, my husband and I visited Toyota East Rand with the aim of purchasing a vehicle. I have recently been involved in a motor vehicle accident and sadly my previous Toyota was written off. We opted for Toyota East Rand as I purchased my previous NEW vehicle there, and made use of them for all my car services as well. We wanted a demo vehicle and approached the relevant department. A lovely salesman by the name of Marcel assisted us and we were able to test-drive our vehicle of preference. After test-driving, we discussed the pricing which is where we noticed that the pricing that was displayed on the vehicles on the showroom floor didn't correspond with what the salesman told us, he had to go and check to confirm prices. He came back and confirmed the price, we then left to think about it promising to contact him once we'd made a decision.

On Monday 13 March, my husband visited the showroom again and spoke to the same salesman who assisted him with test-driving another vehicle, a better model. After this, we decided that we want to purchase the vehicle. My husband informed Marcel of this when he got home and we were expecting an offer to purchase. A while later, Marcel again called my husband to say that he had some bad news and that the price which was advertised on the showroom floor was not correct and that there was an extra R10000 to be added to the current cost. My husband was a bit confused but said then it's okay, we'll take it anyway. We werent too happy but left it. I then went onto the automark website where it was displayed as the original price, R329k and NOT R339. I have the screenshot from the website,which clearly shows R329, and to date, it still reflects this price.

My husband then phoned Marcel again to point this out, and it was clear that he was also visibly upset about the discrepancy. He informed us that his boss refused to budge on the price and regardless of the advertised price, it was to be sold for R339 and not R329. I then contacted the New Sales car salesman to check with him what a new vehicle would cost, John who had assisted us previously, who told us the price for a new model. I expressed my disappointment at the interaction with the used car sales team and he agreed that it was not correct. He also addressed it with them and upon phoning me back, informed me that they did not want the sale as they refused to sell it at the advertised price.

We have since been to another Toyota branch and made the sale but I'm very saddened at this experience - given that I have driven a Toyota for over 20 years.

I am quite certain that this kind of treatment is not reflective of the Toyota brand. I understand that a cash sale is not of much value to a used-car sales dept in the greater scheme of things, but to lie blatantly about pricing and then outright refuse to assist a customer with a price that was ADVERTISED publicly, that is quite shocking and has left a very bad taste in my mouth as a long-standing Toyota customer, and a regular at East Rand Toyota.

I don't want the young salesman to be taken to task, because he was nothing short of exemplary as a Toyota brand ambassador and he was upset by the incident as well. Furthermore, in an economic climate such as the one we live on, is it really worth giving up a sale for an extra R10k - regardless of their being another potential buyer? I feel his boss simply acted like a big bully, by putting money above the customer and outright refusing to negotiate, and he has *****ed the Toyota brand for me. I would like this complaint to be made known to this dealer, although I don't suspect he will do much about it. I do expect Toyota head office to make an example of this though, in order to not have a repeat of this kind of behavior.