Lone Star Toyota of Lewisville Reviews (3)
Worst customer service experience. Sales agents lie to you over the phone to get you in and then no one takes ownership of their commitment. The finance manager is very rude and told me to not get angry just because I am not getting the deal I want. I wasted my time two days in a row and that's what bothers me the most. They are so ignorant and arrogant about their sales that they don't care about wasting other people's time. When I asked about their GM's name the finance manager told me that I will not find him since he is never here???
This was the worst car buying experience I have ever had! I was contacted several times about trading my current Camry in for a new car so I decided to make an appointment and shop. I was greeted by Sam when I arrived. We went into his office to discuss my needs.I explained my situation and I didn't know if I would qualify for a new car. He asked if I wanted to provide some basic information to see if I would. He later came back and said I would definitely qualify. We test drove 2 cars and I found 1 I fell in love with! He then had me fill out the official credit application. Several minutes later he came back and shook my hand and said "congratulations on your new car " I was thrilled! We discussed payment and terms and he said he got a "great deal" for me. While we were waiting on paperwork I asked him to take a picture of me with my new car which I immediately put on FB.
Sam said it would take about 2 hours and asked me to walk around. He later came back and said the bank wanted to wait until Monday to make a decision. WHAT? He had already told me 2x it was approved, shook my hand, took a picture everything! He then handed me my keys and told me my car was on the other side of the dealership. He never offered to go get it or even walk with me.
The next working day I contacted Ali, the general manager. His response to the situation floored me! He said the reason I was not approved was because my Inome was not enough. That was clearly on my application which they had before I was told it was approved. The only apology he offered was "I'm sorry for the miscommunication ." Actually there was no miscommunication, I was lied to. The behavior of both the salesman and general manager are totally unacceptable.
I call Shawn on Monday and get him and ask again to have my credit inquiries to stop. I told him that I did not expect my credit to decrease by 19 points by doing this. Shawn insists that it isn't Lone Star and then I run down the names of every bank that it was submitted to. Shawn acknowledged it was from them but that they shouldn't still be running my credit. I told him that some of them even did it twice. He said he would send an email to his manager immediately. Shawn also stated that one of the lenders will work and that they are just agreeing on terms and he will contact me tomorrow.
12/27 - I didn't hear from anyone.
12/28 Wednesday, I call Frances to see what's going on and she tells me that they were unable to get the loan approved. I asked what happened to the manager saying he would buy it down and make sure the deal works. Frances said she would speak with them and call me back. Frances calls me back and tells me that the car was sold two days ago. I was in complete shock. What kind of service was this???? I told her that this was unacceptable and I had never experienced any kind of customer service like this in my history of buying cars. I told her that I had been in touch with both her and Shawn the past couple of days and no one told me that the car was sold! Frances said that she did not know it was sold. I told her that it was crazy that they would string me along and then sell the car to someone else without even telling me! I asked for the general managers info.
I called Ali Benli and he stated he was not aware of my situation which I find hard to believe as he had been mentioned several times. He apologized and stated that I had received very horrible service and that's why he has his number on the website. Ali promised that he is going to get me into a 2017 Camry and that he would call me right back. He calls me back with a $450 payment and I told him that I could not do that and that I needed the terms agreed upon. Ali stated that he couldn't do it with a Camry but could do it with a Corolla. I told him that I didn't come there to buy a Corolla. I was really fed up and had had enough by this point.
The service I received was horrendous. Promise after promise, demeaning comments, disrespect, bullying and they sell the car to someone else. And to top it off, my credit is ruined and it makes it hard for me to be approved by someone else and jeopardizes my move. This is unacceptable!!! Customers cannot be treated this way! There has to be some sort of resolve for the horrible service rendered.