Purchasing a new car is often a significant investment and should be an exciting and positive experience. However, for one customer looking to buy a 2015 Toyota Highlander and choosing Jeff Wyler Toyota Clarksville in Indiana through the Costco Auto Program, the experience unfortunately became a lesson in frustration and questionable dealership practices. This is their detailed account of what went wrong when ordering a vehicle from Jeff Wyler Toyota Clarksville.
The Initial Order and Promising Start with Jeff Wyler Toyota Clarksville
Drawn to the Toyota Highlander and seeking a reputable dealership, the customer utilized the Costco Auto Program, which led them to Jeff Wyler Toyota Clarksville, located just across the river from Louisville, Kentucky. Impressed with the initial price and the dealership’s ability to secure the desired vehicle, the customer moved forward with an order for a 2015 AWD Limited Toyota Highlander with specific features:
- Driver Technology Package
- Remote Start
- Towing Package
- All Season Floor Mats
The agreed-upon price was $42,019.00, excluding tax, title, and fees. While not explicitly stated as the absolute lowest price, the customer felt it was a fair deal. A $1000 earnest money deposit was made, and paperwork detailing the vehicle specifications, ordered options, and agreed price, signed by the sales manager at Jeff Wyler Toyota Clarksville, was provided. The expected delivery timeframe was mid to late July.
Early Arrival and the Discovery of a Missing Feature at Jeff Wyler Toyota Clarksville
To the customer’s delight, they received an early call from their sales associate at Jeff Wyler Toyota Clarksville informing them that the Toyota Highlander had arrived ahead of schedule. Excited, the customer promptly visited the dealership to finalize the purchase. After inspecting the vehicle and taking it for a test drive, everything seemed in order, and the customer was ready to proceed with the paperwork.
However, while admiring their soon-to-be new car in the showroom, a critical detail was noticed – the absence of the towing package. Initially, the customer assumed it was a simple oversight and that Jeff Wyler Toyota Clarksville would install it post-delivery. Upon pointing out the missing feature to the sales associate, the associate also expressed surprise and assured the customer they would investigate the issue. At this stage, the customer remained optimistic that Jeff Wyler Toyota Clarksville would rectify the situation.
The Unacceptable “Solution” from Jeff Wyler Toyota Clarksville
Upon returning inside to discuss the paperwork, the sales associate presented a revised contract. “Good news! We aren’t going to charge you for it,” the associate stated, referring to the missing towing package. The new contract reflected the original agreed price minus the $699 cost of the towing package. While appreciating the price adjustment, the customer reiterated their desire for the towing package, as it was a crucial component of their ordered vehicle.
The response from Jeff Wyler Toyota Clarksville took a sharp turn. The sales associate confirmed that the towing package could be ordered and installed. However, the cost to add the towing package at the dealership would be a staggering $1320 – nearly double the original factory option price. This meant the customer would have to pay an additional $621 out-of-pocket to receive the vehicle they had specifically ordered at the agreed-upon price.
Customer Pushback and Dealership Inflexibility at Jeff Wyler Toyota Clarksville
The customer was understandably astounded by this proposition. They argued that since the vehicle was special-ordered with specific options and a finalized price, and Jeff Wyler Toyota Clarksville accepted the vehicle without the correct specifications, it should not be the customer’s responsibility to bear the extra cost to correct the dealership’s error.
Despite the customer’s logical reasoning and the clear discrepancy between the order and the delivered vehicle, Jeff Wyler Toyota Clarksville remained inflexible. The sales associate brought in another sales manager who reiterated the dealership’s stance: the factory option price was $699, but the dealer-installed price was $1320, and there was nothing more they could do. The dealership representatives at Jeff Wyler Toyota Clarksville offered no concessions or acceptance of responsibility for the error in the ordered vehicle. Faced with this unreasonable position, the customer decided to walk away from the deal.
Fallout and Costco Auto Program Intervention Regarding Jeff Wyler Toyota Clarksville
As the customer left Jeff Wyler Toyota Clarksville, they were met with a parting remark from a sales representative who suggested it was still “a really good deal” and questioned what the customer would do for a car. This further solidified the negative impression of the dealership’s customer service.
Upon returning home, the customer contacted Jeff Wyler Toyota Clarksville to speak with the General Manager, leaving a message when they were unavailable. They also reached out to the Costco Auto Program to report their negative experience. The Costco representative expressed significant concern and assured the customer that this type of practice was not in line with Costco’s values. Costco Auto Program pledged to connect the customer with a claims associate to mediate the situation between the customer and Jeff Wyler Toyota Clarksville.
The initial sales associate from Jeff Wyler Toyota Clarksville sent an apology email, but it offered no resolution or explanation beyond reiterating that the car was still available if the customer reconsidered. However, the damage to customer trust was irreparable. Even with a substantial price reduction, the customer expressed a complete lack of confidence in Jeff Wyler Toyota Clarksville and their business practices. The customer ultimately sought a better deal with a dealership in Ohio, highlighting the significant negative impact of their experience at Jeff Wyler Toyota Clarksville.
Conclusion: A Cautionary Tale from Jeff Wyler Toyota Clarksville
This experience serves as a stark reminder for car buyers to meticulously review every detail of their order and the delivered vehicle, even when dealing with seemingly reputable dealerships like Jeff Wyler Toyota Clarksville. The lack of accountability and customer-centric problem-solving displayed by Jeff Wyler Toyota Clarksville in this situation raises serious concerns about their ethical standards and commitment to customer satisfaction. While the Costco Auto Program offered a glimmer of hope for resolution, the overall experience left a lasting negative impression of Jeff Wyler Toyota Clarksville and the potential pitfalls of new car buying.
