Lustine Toyota of Woodbridge **Sleazy fast talkers with No integrity and No follow through.** Woodbridge, Virginia

In November, 2009 I purchased a "Certified" used 2009 Matrix from Lustine Toyota in Woodbridge.  I'll say three things first.  I did purchase it at a somewhat reasonable price and it's the exact model, engine size (bigger) and color that I was looking for, which is hard to find, and lastly, I'm satisfied with the car. 

Now, with that said, I just have to put it out there about how this dealership manages itself and the overall sense of dishonesty and just 'tell'em what they want to hear' attitude that is the culture there, from top to bottom.

When I was sitting down with the sales guy- Leo- going over the details, I told him that 2 of the 4 tires needed to be changed out.  They were about as bald as could be (the other two tires had been replaced already).  He starts giving me this song and dance about how "they passed inspection".  Now, just because I'm a girl doesn't mean that I'm stupid or don't know squat about cars.  He, and then the manager both argued with me that those tires were fine and would pass MD inspection "with nooo problem" (I needed MD inspected to get MD tags).  I told them no way and they either had to change them out or take a credit out of the price for replacing them.  They eventually did. 

Well, Surprise! Did they pass inspection? no...   In the end I wasted a whole afternoon schlepping back and forth to get new tires put on before the car would pass inspection. 

Now there are big problems with this whole scenario is 1) Up front they're trying to scam me with some crappy tires that were so bald they weren't even safe to use. 2) They violated the inspection code. 3) This means their whole "Certified" process is just some title they slap on the car with no real meaning behind it- just completely superficial. and 4) God only knows what else may be wrong with that car.  I made the manager sign off that if my mechanic inspected it and found significant problems I was bringing it right back for a full refund.  (Good thing I didn't have to try and get him to live up to that one- hah!)  

Unfortunately it continues... during the details discussion, my favorite used car guy "Leo" promises to get me an owners manual (which was missing from my "Certified" car) and some touch up paint for scratches, he says the paint cost abt 6 bucks- so no problem.  A week passes, no goodies. Another week passes, still no goodies.  Two reminder calls from me- still no goodies.  I let it go.

Oh- I'm forgetting, there's the $500 "Certification Fee" (Gee, which I never paid when I bought my Certified Lexus 7 years ago). Now, since it didn't pass inspection, I should have probably asked for a refund.  Also the $499 "Processing Fee", which is just nuts.  The dealers in MD will toss that one out the window in a heartbeat and it's $99.

And it gets better! I'm in the finance/close up the shop, seal the deal, sign the papers lady, (wish I remembered her name).  She quotes me a monthly payment that's about $60 more a month than it should have been. I tell her wait, that's not right, and she says oh, of course it is. We go back through the numbers, comparing, etc.. then I ask her about the big number tacked on all the way at the end.  Well, that's the warranty of course. Ahh, again, another big problem. I didn't want the warranty, had never asked for it, and if I hadn't already had the numbers in my head, she would have slipped it right in there without me even knowing it.  She never made any mention of it at all, unlike all the other things that she explained in great detail.  Now I'm sure when the staff from the dealership read this (and they will, because they know people post about them here), they'll respond with something that goes like -"oh, it must have been a miscommunication" or "misunderstanding..." or some other BS.  She was trying to sneak it in there, plain and simple.

Now I bet you're wondering why I'm writing this now instead of in Nov or December just after I bought the car. Well, I've just gotten a nice little flyer in the mail urging me to "Come on In!" for some "Specials" on maintenance. Also, just got a nice email about the same thing.  Now, has this dealer, who sold me my car, ever called me about the recall? and making arrangements to bring my car in to get if fixed?? Why, NO, they haven't... BUT, my local Toyota dealer, Koon Toyota of Annapolis, who I called one afternoon just after they announced the recall, just to ask a question, DID call me, all on their very own, and scheduled me an appointment to come in and get the recall fix done.  And when I mentioned not getting the manual and the paint- the woman I was speaking with said she'd have it for me when I come in for my appointment- tomorrow morning actually.  Seems like all Lustine wants to do is for me to come in and spend my money, on work done by mechanics who don't know how to tell a tire is bald and should fail inspection. Oh, and my safety, nevermind about that part, it won't make them any money, so why bother about that little nuisance.

I bet you can guess where I'm bringing my business next time I buy a car, and it certainly ain't Lustine.  This is how used car salesmen earned their reputation. Ya know, now that I think about it, every part of this dealership that I had contact with- sales, service, administration- were all dishonest and (with varying levels of success) tried to scam me.  What a shame.