Toyota of Braintree

I bought a 2019 Toyota Prius LE today at your dealership. My sales person was Ed Hayes and my financial business person was Brian McGrath. My first issue was trying to find your location. The address is incorrect and my gps kept sending me in circles around trying to find 210 Union Stree., you are really on Grossman Dr. and your website or emails do not give specific information on how to get to your dealership. This is unacceptable for a client to have to go through this. I finally called and the directions by person also were very vague, ex., at the lights take a rifght. What lights, what right, what are the landmarks ( which I finally got after the first questions - Daddy’s ice cream, and the lights at Grossman Dr. ( finally real directions with real addresses). Very annoying. And I was annoyed when I finally found your dealership.our original contact was Bob Hedges who sent us information about a Prius that I actually followed up on and bought today. Then found out that Bib was off Thursdays. I called to make an appointment at 10:15 am this morning, came in, thought it was with Eric, but not sure. A sales person greeted me at the welcome desk, and asked for my name, and awkwardly asked me if I was named Pamela Hilton after i identified myself. Then Ed came over and said he could help me. We went over the differences between the XLE and the LE models. He showed me upstairs an XLE model and I did not understand why your dealership according to Ed, only has XLE’s with all wheel drive, which I am not interested in. I live in Florida six months and a few days every year as a Florida resident and snowbird, no hills, and I rarely go to the mountains or hills. Also looked at fabric versus,leather seats, he showed me some leather seats called Katzskin which he sybarites by making a negative comment about the name... it would never occur to me that the name, was not a good name, but Ed insisted a few times, and he also noted it was an in-house feature that,was an additional cost. I already own a Creme de Brûlée colored Camry with beige fabric seats which get dirty and are very hard to clean with spills from children in the back seat, cannot clean them with the Totoya fabric cleaner, so I was looking for a better solution for cleaning seats with spots. So I selected the original LE with black fabric seats, no all wheel drive, no gps, for the sales price. Started to do the signing of papers, I needed to read the forms which are very small letters and hard to read, Ed offered me magnifying glass which worked. Very difficult to complete because there is not enough room for normal script to compete the information. I do not have any issues writing, just reading very very small script. I looked for a pen, Ed had a Toyota pen out before, then it was not there, and he said he was trying to hold on to his Rav 4 pen, so I took out my own pen to sign papers. I have never had to deal with whose pen am I using to sign for a sales agreement. Really has Ed got a problem with letting his pen being left in the desk for a client to use to sign a sales agreement? I asked Ed to explain the fees and doc fees in particular, to break it down, he was just going through a vague explanation and I was asking specific questions like what does anti-theft measures in the doc fee really mean? He was guessing. I asked him to find out, and he came back with a copy of the handbook he just showed me. He said he asked someone to explain it, and did not get an answer because he said they did not know either. I asked Brian later and he did not know. Sales people need to be able to explain all terms in a sales agreement and what they contain and what do they break down form the bigger amount to the parts of what the big amount adds up from. A basic consumer right to 9 low what it really means. Not circular definitions which are not definitions. sales manager needs to read this for follow up training. did ask for comparing what it would cost to have my Florida plate vs. just having a MA plate. Cost and time were very disappointing with. A out of state processing fee of $400 with a fee weeks delay, in a world where overnite delivery is very possible. Also I called my car 8nsurance to compare the costs and decided to go with MA plates and registration. Also added LoJack and did a three different deposit cost comparisons of financing a 36 month loan with Toyota Financing. Well, I bought the car. No one said I would get any calls later. I got a call from Toyota F8nancing asking me for address information verification and other credit information. I refused to do this because I did not recognize the number, had not been told I might get a call from Toyota Financing, and since it sounded suspicious, I asked the person to call me back, leave a voicemail with their name, phone number, and any other information so I could call Toyota of Braintree back to verify what was this phone call about, that person said I was ‘ uncomfortable’ giving information, and I said it was not the comfort level, it was the professionalism and insecure approach to my financial information that I do not gI’ve out any personal information over the phone to an unsolicited strange phone number unless it has been verified. So,I callled Ed back and told him about This,ph8ne call and if he could verify its authenticity. He put me on hold, and then my phone call was dropped on his end because it went to his voicemail. I then called Brian and told him about this phone call and he verified it was from Toyota Financial, but they should have called him not me. I knew that Toyota of Braintree had the correct information by going over every detail with Brian, and that was another reason I was suspicious at that phone call from what was being identified as Toyota Financial. I gave Brian the information and he said he would take care of it. I have identified some areas that need to be corrected. I think Brian did an excellent job, Ed did an average to below abverage job, and Toyota Financial’s call center did a below average job. I have bought many Toyota’s - two previous Prius’s, several Corolla’s, and a Camry. I have been to Wellesley Toyota, and Ed Morse Toyota in Delray Beach. Your dealership was third in my customer satisfaction ranking out of the three for the reasons I outlined above. Yes, your dealership made the sale and I was a motivated buyer, but my total experience except for working with Brian was below average. Even when I said I was thirsty, I was told about the water bubbler, not even an offer of cup of water. So do you really take a review like this seriously. Maybe? Not what I call a good day of buying a new car.