My fiancé and I bought a “used” 2016 IM from Landmark Mazda last week. Now, I say “used” because even though our car had only 300 kilometers on it, it was sold at an auction and bought by Landmark, because Toyota had not incentivized this particular vehicle, and left it in a lot for a year and a half, and therefore had to be sold as used.
I’ll start off by mentioning that Koltaen was a fantastic salesperson & made our experience very pleasurable, and Laura in finance was helpful & very thorough in explaining the costs and such. I feel extremely sorry for these two, as their manager makes them ‘share the bad news’ to their clientele.
Unfortunately, that is where our good experience ended with this dealership. Going into Landmark, we knew exactly what we wanted. We started off with a test drive, and decided at the dealership to proceed with the purchase. Koltaen got us back our information, and eagerly to sent us off to Laura, the finance manager. This car had never been registered by anyone, and therefore it obviously needed a NVIS form (New Vehicle Information Statement). They claimed that they didn’t need one. Landmark reassured us that everything would go smoothly and that they would even register the car for us!
Excited and eager to get our car, we called at around 10am the next morning to make sure everything was in order for us to pick the car up at around 6 that evening as we had discussed the day before. The response we got was ``I sent it off, should be good to go``. Then again at noon, their response was `Just waiting for it now! Don`t worry you`ll be driving around in your new car tonight! ``. After not hearing from anyone, we called again at around 4 to which the response was ``Laura had it all done on her desk, so it must be good. `` Not the most reassuring response, but I’ll take it. At 4:45, while ON OUR WAY to the dealership, we received a call from Koltaen, saying ``The registry would not let me register your car without a NVIS form AND an OUT OF PROVINCE INSPECTION!! You`ll have to come pick it up on Monday`. Frustrated that we have been calling all day to make sure this EXACT PROBLEM wouldn’t happen, we told them to figure it out, because I was not leaving that dealership without my car. Shortly after, we get a call from the VERY CONFRONTATIONAL MANAGER Mike, who told us that we would not be taking the car home and proceeded to swear at me with frustration in his voice, clearly not wanting to deal with this situation. He eventually agreed that we go to another registry and try for ourselves, and if they still won’t let us register it, that he would ``give us a dealer plate`` - he could barely spit those words out of his mouth. After being denied at the registry because we only had a copy of the original form, we call and asked him to fax a copy to the registry to prove that it came from a dealer, to which he replies ``It`s going to be they exact same thing you have there``. Thank you, I think they know that... After waiting for almost a half hour for the faxed copy, we left to head back to the dealership. Finally some random calls saying they just faxed it over, to which I reply ``They won’t register it, get the dealer plate ready.`` We left with the car, with a dealer plate, after having to sign a rental agreement… for the car I just bought.
The following Monday, we took time off work to bring the car in for the Out Of Province Inspection. We were told that we would get a loaner car and be on our way, as the OOP can take a few ours. When we got there, we were told that they would get it done quickly for us, as there is only 300kms on the car, and so we decided to wait. About 45 minutes later, the finance manager SHAKTI proceeds to tell us that we will be having a meeting, and we will be really happy with what they have for us. Which I assumed was about the MISSING SECOND KEY for my BRAND NEW CAR, which I have been mentioning since day one. At this point, the OOP has already been completed, and we haven’t even had our `meeting` yet. He starts off by telling us that he can get us a better finance rate, which sounded great! THEN THIS GUY TRIED TO ADD ANOTHER $4000 TO MY LOAN FOR PROTECTION AND WARRANTY I HAD ALREADY DECLINED TO ADD MORE VALUE TO DROP MY RATE! $4000 extra on my loan would have dropped my rate down to save me $700 on my total cost of borrowing… FOUR GRAND TO SAVE $700??? ABSOLUTLEY RIDICULOUS! SHAKTI continued to adjust our loan agreement after it was settled, enough to actually LOCK HIM OUT of my account information, to which he then was on hold for 20 minutes to gain access again. My car has now been done it’s OOP for ALMOST AN HOUR. After successfully registering my car, I gave a copy to the dealership, and he couldn’t get us out of his hair quick enough, to which he said the ‘sales guy’ will take over from here. But yet he is nowhere to be found. The next day, everything was sorted, but I had yet to hear from the manager about the second key to our BRAND NEW CAR. To this day, more than a week since purchasing the car, I have been hung up on, the manager has yet to return any voicemails I left, and as of today there is apparently a day and evening manager, and neither of them can handle getting my key. If anything changes, I will be sure to update. But until then DO NOT BUY FROM LANDMARK MAZDA.