The title is AVOID THIS PLACE AT ALL COST!!! I have been looking at vans for some time. I’ve done my research and learned that Toyota Siennas are the best AWD minivans since there are almost no AWD minivans. Though, I waited till my husband returned from deployment so that we could go look at them together. Fast forward, my husband comes home and does his thorough meticulous research and finds Auto Nation Toyota at 10531 E Arapahoe road, Centennial, CO has a few of these minivans. Happily, we head there and find our salesperson Matthew, who by the way was a wonderful individual to deal with while looked at 2 minivans. One of them was a 2017 Toyota Sienna and the other a 2016. They were both Limited Premium. We were delighted with the 2016 one and because it was getting late that evening, we decided to come back the next business day. My husband and I have EXCELLENT credit thus, it was no problem getting an approved loan through our military bank, USAA. We basically walked into the dealership with an approved loan check for them to fill in with the price that the minivan cost. At this time, Matthew introduced us to a finance person Roberto Rocha. We reported to Roberto that we had a check from our bank already ready to go. He instantly hesitated and told us he could not let us walk out of the dealer with the car that same day, even though; they would take our money, and required us to sign the loan and contract. My husband and I did not feel comfortable with a dealer having our money AND also keeping our car till “their paperwork was finished”. Therefore, we stated that was not going to be a deal then. Roberto however, directed us to his manager Pawel. Pawel was very respectful and understanding of our situation. He said the only way we could take the car was for us to get a hold of our bank and expedite the payment the same day. Diligently, my husband called USAA and went through the dealer’s loop holes to ensure they got their money funded that same day, which according to both; the bank and the dealer NEVER happens. But we made it happen. Their money was funded that same day!!! We encountered one bump on the road. Our bank did not want to finance the van for the listed price as it was higher than its value. This means that, Auto Nation Toyota was selling this van for a higher price than it should sell. However, we were willing to take it and my husband gave $2000 down so that the loan would stay lower. After 4 inconvenient long hours spent at this dealer, breast feeding and baby nap in public, just to ensure that they were set on their side, we were able to walk out with our minivan. Two days later our bank called and said that the loan had been funded for the original price the dealer was asking for. This means, not only did the dealer finance person Roberto ask for $2000 of our money, but they also received $2000 extra from the bank. This is a total of $4000 over the price of the car that was originally listed for. I believe we are all familiar with what falsification of documentation looks like. This is exactly how my bank stated it. We had signed a contract for a specific financed amount, however they still turned around and sent other documentation with a totally different financed amount we had not approved. Right away, we felt dishonored, lied to, betrayed, stolen from! My husband and I decided to return the car and end this. We did not trust this dealer anymore as they had stolen money from us and our bank. That morning, Ryland helped us with all the return paperwork. While sitting in his office, we called USAA and ensured Ryland received a fax from the bank so that they would fill it and return their money. Thursday, Friday, and Saturday went by. Monday now, my husband spends half of the morning, calling the dealer; asking for finance and anyone who can help us figure out where the return is in the process. No one had an answer for us. After being transferred several times, a female finance person answered and although she was able to hear my question by her response, after I brought up my concern, she started saying she could not hear me and hung up on me. We called 3 more times after this. Somehow, this finance female, still could not hear me. I tested my phone in another phone call and seemed to work just fine. Since we were being ignored, we drove there. Again, horrible customer service!!! We asked for their finance manager, but no one could find one. Stefan, a male finance person finally came and addressed our concern. But instead of inviting us to his office, our concerns were discussed in public, in front of every other customer in the dealer. Again, VERY UNPROFESIONAL!!!!! Stefan stated they had 14 days to refund the money back to the dealer and he had no idea where the money was in the process. Basically, we are still out without a car, struggling with work between my husband and I, with a baby, and liable for an auto loan that we DON’T EVEN HAVE A CAR for. We tried explaining this to Stefan, as the dealer asked us to ensure their money was funded prior to us taking their car out of their lot. We asked for the same courtesy; however, NO ONE seems to care there, NO ONE seems to offer great customer service. Thus, in the meantime, we are left with no car, an auto loan that is under our name, and with no answers from this dealer. It is very unfortunate that we cannot rely on these salespeople nor managers to help their customers, especially the ones that serve this country so that EVERYONE can sleep safe at night. Sincerely, Deimys and Josh Vigil
Deimys Vigil
Dec 2, 2019
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