I have a mixed review and it is the tale of two experiences. The 1st is the actual purchase of our RAV4 and everything from start to finish was great. Could not have been any better, but now comes the 2nd experience. After a few days of ownership my wife & I found the car did not have the automatic headlight feature, and we weren't real crazy about the color either so I contacted our original salesman to see if we could get the feature we wanted as well as a different color. The answer was, sure no problem but we would have to go from a LE to a XLE and pay approximately $2,500 difference. That was acceptable to us and we told him our 2 color choices.
2 days went by so I called John and was shifted to another salesman who made an appointment for us to come in. He also said the car we wanted would most likely be available for us at that time. We arrive at the appointment to find that we are there to complete the contract, not pickup the vehicle. That frustrated me but then the kicker was the fact that sales didn't have a clue what colors we had picked out, in fact they found one in the SAME color we already had. That made me angry because we were not even shown the courtesy of paying attention to what we wanted in a vehicle.
The Sales Manager then became involved, and the bottom line was the least we would have to pay would be about $8,000 for the more expensive model. My impression of the sales staff is they were indifferent to our needs, and once they sensed anger they simply priced themselves out of our range in order to get us to leave. Whether I am right or wrong is irevelent, but the whole episode left us feeling the dealership has a culture of being inattentive to detail. As a former small business owner attention to detail and respect for individual customers ensure long term success. We won't be back.
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