What to do if you feel your dealer is'nt working hard to get your new Tundra in?

[DAcat]

A week ago I put $500 down and I ordered a new 2007 Tundra-the deal being dependent on the truck getting here by May 15th. We could'nt find one with our specs from a local dealer and dealer we picked was one of 2 that both promised they could get us the truck by May 15th. Unfortunately,the dealer we made the deal with,now this week says "they are still looking for our truck", "they are talking to another dealer-but he has'nt gotten back to them yet", "that their sales manager would call or email me back(he did'nt)",and finally yesterday "the other dealer did'nt get back to us". So this is the 7th day since we ordered the Tundra, and I've recieved nothing on paper that this truck has been ordered,what all options are on it so I can be sure that no mistakes were made in the ordering process,or evidence that anything at all has happened-though I've asked a couple of timesfor something in balck and white. Should'nt I get some piece of paper that shows what I'm getting or a checklist that confirms what I've ordered. And from the vaugue things they are saying...are they even ordering it from the factory or doing some kind of end run to save themselves more money? It all seems very bizarre...I get vague answers that make me feel like somethings not on the up and up. The other dealer-a larger one and seems more open and trustworthy, but alot further away re:service,still says they could get me the truck I want by May 15th...but I'd have to make a deal in the next day or 2. Can anyone help me? With the first dealer -is this the way ordering a new Tundra goes these days? What is the normal process supposed to be like? Would I have grounds to ask for my $500 back from the original dealer I dealt with since it looks and feels like I'm getting the-run-a-round. And how can I know that the 2nd dealer is going to get the truck by the time he promises? Anyone have any other ideas what I should do(we really want our truck by May 15th with certain options)I never thought spending $30,000 could be so frustrating.... Thanks...Dacat

[Tgallen]

I had the same thing happen. My first dealer was just hoping a truck would show up, or that they could find one to trade for. I got lots of vague promises.

I found another dealer who had the truck coming in 04/23, and I bought from him, although I paid an addl. $500.00.

My thoughts are that if they don't have the truck to give to me, they can quote a low price. The dealer that has the truck can make a "real" deal.

[SFTundraMan]

Originally Posted by Tgallen

I had the same thing happen. My first dealer was just hoping a truck would show up, or that they could find one to trade for. I got lots of vague promises.

I found another dealer who had the truck coming in 04/23, and I bought from him, although I paid an addl. $500.00.

My thoughts are that if they don't have the truck to give to me, they can quote a low price. The dealer that has the truck can make a "real" deal.

This post is genius

Anyone can quote a price on a truck they dont have. Wow. this one made my day. Thank you.

To answer the question. If you are trying to get a truck, ask to see what their inbound truck allocation looks like. If you dont see what you want, chances are that it is going to take some effort to get you the one you want. Espcially if you want a 5.7L 4x4

And yes, I would get my money back if I was you. They should have a new allocation next week, If they dont have a truck for you, go on to the next guy

[DAcat]

SFTundraMan...Do you think that there is much chance that they will give me my money back and what do you suggest I say to them in order to get my money back?I really appreciate it! Thanks...DAcat

[Dianne]

Gang, reality is sometimes imperfect.

If I were the salesman, sales manager, or even the Director of Fleet and Internet (ok ok well, I am the last one) ... no one would have to power to make a truck happen SOLO. It takes a build processor and inventory assessment process to determine when all of the parts required to build your truck will be in the same place at the same time. It takes a production line, a region, a railcar schedule, a trucker, and a bazillion other people to get the trucks to us.

Toyota's problem right now? They semi-underestimated the demand for the 5.7 liter motors at a time they are well aware that fuel pricing's at 3++ bucks a gallon or MORE. And, the EPA's estimate of the fuel economy at such a close proximity to the 4.7 did them in for good. I mean, seriously... who really believes the 4.7 and the 5.7 fuel economy is REALLY that close anywhere other than the freeway @ 60 mph downhill.

In response to the "my dealer isn't working hard enough..." I have a sincere and truly honest series of thoughts:

1. be flexible. One color inside, one color outside, one set of options with no flexibility sure narrows the field for you. You = your dealer at that point, because you are the author of your own misery/wait.

2. be willing to wait. If you want what you want and you are not employing little elves to go out back and start constructing it, then chill. I personally have had it up to HERE with folks who want some sort of "status" when I constantly remind them that WHEN I know something, I'll relay the update or news to them. I mean, hell -- why would I keep it a secret? How would that serve me? My buyers need to get prepared, sell trades, get financing arranged or get ready and clean their garages! Why would I keep it a secret that I have news on someone's truck? THINK about this -- what I am saying - before responding with something defensive. I can see no real explanation from my point of view.

3. A custom order means a LONGER wait. I have yet to go anywhere and want something built custom for me, ie. have a production line stop on my behalf and crank out something that is not typical or built anywhere -- and feel justified or "right" in demanding a vehicle right now. And, frankly, even a month from now. Even a sofa can be 6-8 weeks. THINK!

Anyway, I have had three of the many CrewMax trucks ordered be accepted and the folks waiting have been notified. I'm doing this by date. And, some trucks ordered earleir than others are models that are simply not being accepted. The only common thread that I see is that the plant is Princeton... but that may be coincidence. It's always going to be about production week and options chosen.

OK... I have HOPEFULLY been the voice of reason. You know, it sure takes everyone, regions, production folks etc a few months to figure out what the public is wanting. You have to see them/us also as human and allow us to figure out what to build based on what's being sold quickly, and what is not. Rome was not built in a day!

Dianne

[SFTundraMan]

Originally Posted by DAcat

SFTundraMan...Do you think that there is much chance that they will give me my money back and what do you suggest I say to them in order to get my money back?I really appreciate it! Thanks...DAcat

I would be as simple as give me my money back since you have not been able to provide me the service that you promised

[DAcat]

All dealers- I hope that you please read this !!! My bad luck with this dealer continues. When I call him to talk to him,he does'nt return my calls,always has an excuse.After reading Dianes and other's posts re: ordering new Tundras, I then started sosing hope that we'd get the one we wanted by our deadline date-so I thought I might become more flexible after Diane's comments...so I write him an email discussing other options we might look at that could get us a truck by our deadline date-but when he still did'nt call, and a couple days later I got a vague Email that said they were still waiting to here more and he'd get back to me tomorrow. But he didn't get back to me...I called and emailed him to no avail-the next day I got a brief apology "sorry I didn't get back to you-I had to take my mom to the hospital. I'll call you tomorrow." The next day came (friday) and he didn't call then either,nor did he respond when I called him(he was supposedly with a customer friday each of the 4 times I called but they took a message and said he'd call back asap-never happened. The next day I get an Email saying he's sorry he did'nt call but the was "sick" yesterday(in spite of his secretary telling me he was with a customer) ,he's working on getting the truck. So finally on Saturday I ask for my $500 back unless they can show me something on paper that they've actually ordered this truck,or will call me so we can look at other options...again-not so much as a call or an email from my dealer or anyone at the dealership. I just can't believe anyone would try and run a business this way. So if they won't talk to me, or return emails-what do I have to do-take them to small claims court,write Toyota etc-or what...I'm really interested in what other dealers think and have to say about this...I appreciate your help (note -I have bought over 10 Toyotas in my life and this is my first negative experience)...Thanks...DAcat

[TunTac]

I think you should just ask for your money back like SFtundraman said.

[SFTundraMan]

there could be many valid reasons for not being able to get you the truck . BUT NOT REASON TO TREAT YOU SO POORLY. THEY DO NOT DESERVE YOUR BUSINESS. GET YOUR MONEY BACK

[BaBalouie1958]

Last year My wife and I put down $3000 dollars on a brand new 06 Seqouia that was not on the lot. i waited a week and they could not locate any with the color I wanted so I want back and demanded our $3000 dollars back because services have not been rendered. They gave me a check ( very relunctedly) i might add. I drove up the interstate about 30 miles and found two trucks on the lot with the exact specs we wanted. Needless to say we bought right there and then. You need to demand yoyr money back dude its that simple. If the deal is not going right from now its only going to get worse. Get out while you can!

[cooter2]

I had the same thing happen to me about a week ago. I had been waiting since march 16th for my crewmax sr5.The dealer told me my build date was march26th well that date came and went with no vin#. I then proceeded to ask questions and all i recieved was the run around and they would not return my calls. I called another dealer about four hours away he didnt have the color i wanted but was very helpful to axplain to me about the toyota dealer daily.A place in which the dealer can track my order.He checked it and told me that my dealer had not even ordered my truck .When i say ordered i mean this truck was supposed to be alloted to this dealer. To make a long story short I told them they lied to me and I want my 500 dollars back.I found my truck on the internet at a dealer 3 and a half hours away.When i got there it took me 45 minutes and i was out the door I guess I had to live and learn and so will my local dealer because he will never see me again!

[TunTac]

I always thought that deposits were refundable? The idea of putting down a deposit is a pretty good indicator that the buyer is serious about the vehicle. However, if the dealer is dragging their feet and NOT communicating with you, then I think you have every right to march back in there and have them refund your money and have no fear of explaining why.

True, as customers, we may not know every detail about the "building" process and how it works, but that is why we rely on the dealer...for information. Afterall, it is his/her product.

If I special ordered a vehicle and was really excited, I'd probably contact my salesman on a regular basis too. He may be bugged by my anxiousness, but so what...buying a new car/truck is an exciting experience and he/she should realize that. I'm in sales (non-automotive) and love to please my customers. I would never allow one of my clients to think that they're "putting me out," no matter how annoying their questions or requests may seem.

This dealer obviously is guilty of poor customer service and as a consumer who is about to make a $30k + purchase, you have every right to demand your money back because you are not completely satisfied.

It cracks me up how the auto industry relies on those CSI scores for bonus purposes. A survey should be to evaluate your "total" sales experience and how they can improve in certain areas for the future.. I just purchased my new truck and loved the fleet mananger who rolled my deal, but the finance guy was a complete moron. However, if I don't mark "completely satisfied" on the survey, my sales guy gets in trouble or docked 10% of his gross pay, or however they do it now. It's ridiculous!! Of course, they'll get 100% because I don't want to screw my sales guy, but there were areas of my purchase where I wasn't 100% satisfied. I'm going to cringe when I mark "Excellent" for the questions about finance, but because of the way that goofy thing is set-up, I have no choice unless I want to take money out of my salesman's pocket. I'd never do that, but I think it's pathetic that I get letters and phone calls reminding me to give them 100%.

My point is ... you're already unhappy with the service and the last thing you need is them calling you everday until the survey arrives begging you to mark "Excellent" across the board, making you feel guilty that if you don't, someone won't get their bonus. It's total crap IMO. I've worked in customer service/sales all my working life and sure, I've had my moments, but it's not hard to be friendly and at least communicate with somebody.

I hope you get everything straightened out or find a new dealership who's hungry for your business. Sales isn't just about one sale, it's about building a relationship so people want to utilize your service(s) again and again.

SFTundraman is a great example of how there are still good honest people that work in the car biz. It's just too bad that he's the minority nowadays as dealers like the one your dealing with are the reason why consumers are so jaded when it comes to buying a new vehcile.

Good luck DaCat!!

[SFTundraMan]

Originally Posted by cooter2

.He checked it and told me that my dealer had not even ordered my truck .When i say ordered i mean this truck was supposed to be alloted to this dealer.

Just fyi, the dealer that told you that they hadnt ordered the truck is full of it. There is no way for him to tell what trucks that the first dealer has incoming if they have already reserved it for you. I am not saying that the first dealer did his job but the second dealer seems like he was just trying to steal business. I have several vehicles on reserve status for incoming trucks and nobody else can see what I have. That is why we put them in reserve status so we dont get a 100 dealer trade calls for sold units.

Again, the poor communication should have cost dealer number 1 a sale but what dealer 2 said wasnt true either.

just my two cents

[DAcat]

Thanks for the input everyone. Just to keep you all posted-today I wrote my dealer again after discovering that my $500 deposit check was cashed 6 days ago. I simply asked him if he would be kind enough to let me know if he was going to return my $500, since I still have heard nothing back since he last apologized for not getting back to me because he was "sick" a few days ago(though according to the secretary busy with a customer each of the 4 times I called last Friday). Unfortunately,I work really late and by the time I'd drive there,they'd be closed...so I may have to wait to talk to them this weekend. That should be a real fun time...DAcat

[TunTac]

DAcat,

Here's a link to another thread where a guy had the same problem. A few members responded with, what appears to be, some good tips in getting your money back.

Hope this helps.

$500 refund issue need help