Karl Malone Toyota Disingenuous sales people--aka liars Salt Lake City Utah

My wife and I purchased a 2000 Toyota Tacoma and had the absolute worst experience that we have ever had when purchasing a car. We are experienced with Toyota and our last three cars have come from a Toyota dealership in Moscow, Idaho. As such we were expecting the same professionalism that we had experienced in the past. Sadly, this was not the case. I will certainly never shop at Karl Malone Toyota again and will look much more closely at non-Toyota brands in the future because of the behavior and attitude of the manager with whom I worked.

Throughout the transaction I felt that Clayton was being disingenuous and pushy and was not forthcoming with accurate and timely information. It took 45 minutes for us to get a price quote on the truck that we were interested in. There were at least three other occasions where information or goods were not provided in a timely manner.

1. When I expressed to Clayton my concerns about the timing belt and whether it would soon need to be replaced he assured me that the service record on the truck indicated that it was replaced at 50,000 miles. I asked for the service record and he gladly assured me that it would be provided. As we went into the financing part of the transaction I asked for the service record and I was told that it would be provided. When we finished the transaction I again asked for the service record and was told that it was in the glove compartment of the car. When I looked in the glove compartment when I got home there was nothing there. I called about it and was treated extremely rudely (more below).

2. When we were discussing financing we were very clear that we would only accept a 60-month loan. We were asked if necessary if we would be willing to accept a 66-mo loan and we said that we would have to talk about it. With that clearly on the table, Clayton came out of his office with a paper full of numbers and said that hed be able to provide the loan with the terms we outlined. It wasnt until we were finalizing the financing that we discovered that we had a 72-month loan. When we asked about it he was dismissive and showed that on the bottom of his paper hed written 72 X 239 which of course indicated that wed agreed to his terms. We expressed our frustration and he said, Travis will buy you another tank of gas. Wed been in the dealership for 5 hours with our children and felt compelled to just sign and go.

3. We asked for the spare keys to the car and they promised three keys. When we finalized the sale Travis assured us that there were two additional keys in the glove compartment. When we arrived home, sadly, the keys were not there. Now Travis will not return my phone calls.

Perhaps the most disappointing part of this entire transaction is the salesperson and managers unwillingness to even talk about my concerns. I have left five call-back messages for Travis in a week and he has not returned a single call. When I asked to speak with Clayton he did take my call and soon became belligerent. I said that I believed that I had not been told the truth about the timing belt and he screamed, Are you calling me a liar? I told you that the previous owner told us that he change the belt so there is no service record! If that was true then why would I have asked to see the record at least two more times during the transaction? When I asked to speak with his supervisor he said, I dont give a d**n who you talk to! and then he hung up on me. It is remarkable service when I just spent nearly $18,000 on a used car.

If I could void the sale and return the truck I would gladly do that. I will never work with your dealership again and I will do all that I can to encourage my family and friends to show elsewhere. Because of working with Karl Malone Toyota I have learned to be a much more aggressive consumer and assume that the sales force and management is being disingenuous unless they can provide immediate documentation. When working with James Toyota of Moscow we operated on trust. Clearly that is not the way that Karl Malone Toyota staff operates.

Anonymous
Spring City, Utah
U.S.A.