On Sunday, July 17, 2009 I signed an Offer to Purchase a 2009 Rav4 at this dealership. They did not have one in stock nor did I order one. The agreement was based on the price offered and accepted. There is no VIN number, color, etc. on the offer as no vehicle was available nor did I order one. I was told that 40 were on order and one that I liked would be available shortly. The person in the finance department asked for a credit card and put through a transaction for $5000. When I objected he assured me that when we agreed on a vehicle the deposit would be refunded in its entirety. The deal from Toyota was and still is 0 down, 0% for 36 months. The same person called back on Thursday to say that he had a VIN number for me though I had no knowledge of even what color it was nor had I seen the vehicle. He then proceeded to ask what protection package I had decided on. I declined the protection package at which time I was told that they had lowered the price because it was the end of the month and I really needed to get the vehicle protected. Rather than argue with this person I became quiet. He hung up the phone when I did not want to argue with him.
I called back to the dealership approximately 1/2 hour later to speak with the General Manager, Art, since I felt that the conversation with the finance department was inappropriate and rude. I left a message on his voice mail and requested that he return my call. He did not return my call that day. The following day at noon I once again called the dealership to speak with the General Manager. This time he was in a meeting and I got his voice mail. With no response from the above named company's leadership, I asked that the deposit be refunded and we go our separate ways. I did receive a phone call from the dealership on Saturday from someone that said Art had asked that he call. He had no information as to the messages that were left with Art and I said that I would speak with Art when he called the following week. Art finally did call me mid-morning on Monday, July 27th. He refused to refund the deposit insisting that he had a signed bill of sale. I said that this was impossible since I had not signed one nor was there a VIN number or vehicle available when I was in the dealership. Art said that he would be contacting his "legal department".
Toyota Canada was brought in and they were unable to do anything as this is a franchise. They did however say that they called to speak to Art and mediate a resolution however he was not responsive. Toyota Canada apologized for this dealership and hoped that I would still purchase their product in spite of this dealership.
This was also turned over to the Better Business Bureau which requested a response from this company. They have not to date received any reply and have no served them with a certified letter requesting a reply.
It's now September 10.
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