Rick Doran | Page 3

Awesome First time buying a brand new vehicle both salesmans Mel and AJ, and manager done a wonderful and outstanding job. Thanks for all your help! First time buying a brand new vehicle both salesmans Mel and AJ, and manager done a wonderful and outstanding job. Thanks for all your help! More

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Best customer service This was our second purchase from Arlington Toyota. I worked with Sam online, whom was great.. and Saif helped us out with test driving and answering This was our second purchase from Arlington Toyota. I worked with Sam online, whom was great.. and Saif helped us out with test driving and answering all questions about the vehicle. They were patient, very knowledgeable about the vehicle and most importantly not pushy! I usually am not a fan of car shopping because I don’t like to feel pressured to purchase something. This was not the case! Not once did I feel any pressure.. and if I mentioned something I didn’t like, they were quick to show me an alternative. Highly recommend them! More

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Incomplete Experience I have tried three times to get a quote via email. I got zero response back from Mr. Sethi and Mr. Aslam. I responded to an email from the GM, Mr. Dor I have tried three times to get a quote via email. I got zero response back from Mr. Sethi and Mr. Aslam. I responded to an email from the GM, Mr. Doran soliciting feedback and to let him know personally what he could do to fix it, as he had previously solicited. After emailing him twice with no response, I was directed to Mr. Garcia. I sent emails back and forth about a new 4Runner and a used 4Runner. When the quoted price on the new 4Runner was stated, I told him I wasn't interested (it was discounted 2.8% less than local competitors) and requested more info on the used one. Once again, communication ceased. I have bought more cars than I am willing to admit and I am very fluid in the buying process. The past three cars I have spent less than an hour at the dealership. I have learned over time that dealerships that refuse to quote prices via online means or redirect questions are usually applying a variant of the old "Used Car Salesman Tactic" to get you in the door and try to pressure a sell. I value my time and from the poor communication, I don't feel as if they value it nor do they want to sell cars via online means. If you like sitting in the dealership haggling, this might be the place for you but I would rather walk in, sign, and leave as quickly as possible. Stars are rated based on the following: Mr. Aslam, Mr. Sethi, and Mr. Doran - Zero communication other than auto-generated emails. Mr. Garcia - Did tell me the price of the new one but ignored me after I said I was interested in the used one. Customer Service/Friendliness - Based on limited responses from all of the mentioned employees. Price - Based on the new 4Runner pricing being almost 3% more. Example of pricing: Arlington: MSRP 43315 Quoted Price 37900 = 12.5% off Local Competitor: MSRP 43221 Quoted Price 36572 = 15.3% off I was told by Mr. Garcia the reasoning was due to their model being advertised $600 more than the competitors, which I am still trying to figure out the math on that one. *****Update***** I tried the true car match one more time using a zip code towards Orlando. I unfortunately forgot to change the zip code and accidentally had my information sent to Arlington again. Mr. Byrd emailed me asking for feedback and I stated to see my dealer rater review. I got no direct response from him and then Mr. Sethi reached out again and actually responded for a good bit. Based on their 14.7% discount from MSRP and my trade allotment, I should of been OTD around 38K. Which would be the best price quote I have received. BUT, I was quoted at $40130 OTD. (There was a $2000 difference between standard Tax/Tag/Title Fees and what he quoted me). I sent a break down of a vehicle that had more options and was quoted at $39170 (With invoice provided by competitor) to show how I was coming to that $38k estimate. Instead I was told the $38k (Which was what their price should of been unless they tack on accessory packages) was too low and they wouldn't be matching any offers. When I asked where the hidden money went, straight downhill again. More

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Great experience! Mike Marinelli and Daniel Conger made the whole process easy. I left with a 2020 Corolla Hybrid that I LOVE! Rick is always pleasant and experience! Mike Marinelli and Daniel Conger made the whole process easy. I left with a 2020 Corolla Hybrid that I LOVE! Rick is always pleasant and happy!! More

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Phenomenal experience!!! The car buying experience was great! All my questions were answered. The staff helped out keeping my son entertained during the whole process. I recom The car buying experience was great! All my questions were answered. The staff helped out keeping my son entertained during the whole process. I recommend this dealership for anyone looking at buying a Toyota. More

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Super Service I'm very happy with the service. My service representative always discuss what is needed at the moment and also discuss and/or tell me what future ser I'm very happy with the service. My service representative always discuss what is needed at the moment and also discuss and/or tell me what future service(s) are needed. The price/estimated price is also discussed prior to the service(s) rendered. (No surprises!!!) More

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Bought another vehicle from Arlington Toyota ! Sylvia Brumi She always works so hard for us !! Always appreciate her help !! Sylvia Brummitt . Plus finance person Daniel Conger was excellent also ! So thankful She always works so hard for us !! Always appreciate her help !! Sylvia Brummitt . Plus finance person Daniel Conger was excellent also ! So thankful !! Thankful to have caring knowledgeable to help me ! Plus live Toyota’s!! More

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Held against our will After being lied to and misled multiple times, we attempted to leave but was locked in the lot in the middle of the night. The certified pre-owned inv After being lied to and misled multiple times, we attempted to leave but was locked in the lot in the middle of the night. The certified pre-owned inventory was subject to a $1700 increase in price for nitrogen in the tires, tint and floor mats. Ridiculous. Non-negotiable, not advertised. After being told our car was covered bumper to bumper and everything in between, the grumpy finance associate attempted to sell us a $500 service plan. When we confronted the person who told us it was covered, we were told, "yeah well it does cover some things but not everything". We should've left. As we asked the finance associate to explain things, he became increasingly annoyed and appeared disgruntled being at work after they closed. When we were finally done with finance, we were given our keys and finished up. We got into our vehicles, newly purchased and the one we arrived in, and attempted to leave only to discover the finance associate locked all the gates when he left minutes prior. We were stuck. We now had two vehicles across town and couldn't leave. We were able to find two of the salesmen that were headed to their car parked outside the gate and they attempted to assist in getting in touch with someone that could unlock the gate. Multiple phone calls were made and all ended with "it's too late, he didn't answer", or "He won't come in it's too far for him to drive". Unacceptable! The grumpy finance associate returned to the lot after over an hour of waiting and started digging through different offices looking for a key that apparently didn't exist. At 1:30am, we accepted a ride home from one of the salesmen and required a ride to return the next day to retrieve our cars. We have spoken to multiple different people within the company and was told they would review the security cameras to see how this happened and get back to us. It has been exactly one month and still no response. Multiple attempts have been made to speak to the GM without avail. An email was sent to the GM requesting a face-to-face meeting to discuss these errors and the GM responded with an email that started with "I don't know you" and finished up with "if you are looking for a donation, please fill out the application on our website". After speaking in great length to the GM's assistant manager regarding these issues, we were told the GM would be in touch and to "be patient". I have exhausted all of my patience and will not continue to stay quiet about these errors. If you choose to buy a vehicle from Arlington Toyota, buyer beware, and make sure you've signed all your paperwork before the sun sets or else you may end up spending countless hours sitting in the parking lot, unable to leave. More

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Beware the Bait & Switch Pricing Connected with this dealership through Car Gurus. Vehicle was advertised as a great deal at $2000 below market. However, on their "For Internal Use On Connected with this dealership through Car Gurus. Vehicle was advertised as a great deal at $2000 below market. However, on their "For Internal Use Only" worksheet (this website would not allow me to copy and paste it), they added in an $1885 "Total Value Package" consisting of window tint (to be scheduled in the future), key replacement (not needed if 2 keys provided), nitro filled tires (not wanted or needed), and floor mats (which they weren't willing to prove they paid for). At best, these combined would be valued at about $620 retail, and on a used vehicle? Please. Plus $99 for a Florida tire & battery fee, which was listed as an electronic registration filing fee on the actual sales agreement. By doing this they completely took away the $2000 below market discount they advertised. Then check out their whopping $694 dealer fee, the highest I've ever seen! The $1885 charge disappears on the sales agreement and is simply added into the vehicle price. Since this particular vehicle can be hard to find with low mileage, and the OTD price was still okay to slightly above average, I went ahead with the purchase. But why not just advertise the car at a fair price and be done with all the shenanigans? This is the reason places like Carvana exist. I will give them credit for the car being in exceptional condition, and having been serviced and detailed twice while on their lot. I did like my salesperson, JP Cruz, who was pleasant to deal with. The finance guy Ritchie who closed the deal, however, was a most unpleasant individual. After the sale, I had to get the GM involved with a small matter, and he was very responsive, which I appreciated. More

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DISGUSTING & DEPLORABLE!!! I would give a 0 rating if able: This experience has been the worst. I didn’t think a company could behave in such a disgusting manner. My family has I would give a 0 rating if able: This experience has been the worst. I didn’t think a company could behave in such a disgusting manner. My family has been a long time (+20 years) Toyota and Mazda family. We also had been using Arlington Toyota since we moved to the area. We brought our Prius in to Arlington Toyota for a scheduled oil change. As our Mazda had a hole in one of its tires, our service manager Chris B. stated they could plug the leak while we waited. After getting our cars back, as I left the lot, I noticed the Heads Up Display (HUD) in my vehicle was not displaying the information it normally does and did upon arriving as it appeared the alignment was out of calibration. I immediately turned around and headed back to the dealer. In speaking with our service manager Chris, he stated he would give me a call the next day to discuss. I explained to him that misalignment can happen by either manual manipulation of the unit or by leaving something under the display when it closes. Chris stated that they do leave papers on the dash when working on the vehicle. Chris, and his associates Jason U. and Thomas H. took photos of the unit and contacted Tom Bush Mazda as Thomas said he had worked there. The following day I had still not heard from Chris, I left a few voice mails and messages at the service desk but no reply. I elected to call the service manager Eric S. as I felt Chris was stonewalling me. In explaining what had happened he stated “he would not take any responsibility for what happened with the vehicle”. In explaining to him that the HUD was working fine prior to arriving and it was not when I left, he replied with he didn’t understand how the HUD could be damaged during a tire patch and I reiterated to him what I explained to Chris and that the unit was in working condition prior to arriving and broken upon leaving. For an individual who is in charge of a service department, it bewilders me he is this myopic. In asking to speak to his manger he stated he “was in charge” and that he “made all decisions”. These are quotes from this individual, who in charge of a service department with a dismal rating (Yelp, Google, BBB), and he never once was he able to point me in the direction of the General Manager, Rick Doran. In growing frustration I turned my attention to Rick Doran. I wrote Rick D., the head of the company a few days later. I explained what had happened and asked if there was a pathway to discuss what had happened. He replied that he will get back to me. A few days later I received an email from his admin assistance. I was forwarded the following: In speaking with Mazda, they were aware of this issue, because they have seen this issue before. They stated there is no adjustment only a replacement and it is approximately $1,000.00. After research, it was decided that this is a well-known issue. A piece of paper would not have caused the pop up display to fold in anyway. The pop up display pops up when the vehicle is started and drops back down when the vehicle is turned off. The repair order was placed on the dash when the vehicle was not running and was never back on the dash as the technician had the repair order during the repair. We advise you to contact Mazda and request they repair your pop up display on “Goodwill. As I was curious how Arlington Toyota who doesn’t own a Mazda dealership was able to ascertain this, I asked who they spoke to. Rick’s admin stated that they reached out to the service manager at Tom Bush Mazda, the same place where Thomas H. worked prior. At the time, I was not a client of Tom Bush Mazda but I reached out to them to find out what was discussed. In speaking to the service manager, he stated the following in writing: 1. He never had any contact with Arlington Toyota about my specific vehicle, only what the cost was to replace the HUD would be. Interestingly enough, Arlington Toyota quoted $1,000 while Tom Bush Mazda quoted $700. Again, there is a lack of transparency. 2. He further clarified that they have seen this issue before and of the times that they have seen it, it has always been due to manual manipulation of some sort or another. 3. The service manager also stated he would be happy to look at the unit to confirm what had happened At this point I believe I was being lied too. I outlined in an email what my courses of action would be against the company and sent it to Rick and left him a voice mail. Approximately a week later Rick did call me for the first time. He said he was following up in my message to which I said I left a week ago. In trying to be cordial, I tried talking to him about the incident. He stated that in reviewing the information that Arlington Toyota would pay for half of the costs. I explained to him that it was not my fault and the unit was broken during service I hired them for. He stated “we could what if all day long”. While he is write, the evidence and facts from Tom Bush Mazda indicated what happened and the cost of lying about something like this to myself far exceed the gain of a new HUD display. I terminated the phone call and after close to 3 plus months, Arlington Toyota has not done a single thing to remedy the issue. I have called Toyota Corporate who asked for 48 business hours to allow Arlington Toyota to reply, unsurprisingly they did not. SUMMARY: We brought our cars in for service. During the tire patch on my Mazda, the Heads Up Display in the car was damaged. I was told that I would get a call back which never happened and then was stone walled by Eric S. the service manager. In speaking to Rick Doran, the general manager, Arlington Toyota stated they would not take full responsibility for what happened. All I asked for was for my car to be put back to the same condition it was in prior to arriving to Arlington Toyota. I never once asked for money and followed their timeline well beyond a reasonable limit. If this story stops one person from having the same experience I did, then it was worth it. It’s not the mistakes that happen, its how people deal with them that counts. More

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