Centennial Toyota

I wrote this letter after the experience we had purchasing 2 vehicles. We were fine with the salesman and interaction with other employees. This letter is specifically regarding the Finance Manager we had to work with last night. Letter of Complaint: Regarding Finance Manager Silvino Reyes Dear Centennial Toyota, I am writing to your company about the insulting and frustrating experience my husband, mother-in-law, and I had with the Finance Manager Silvino Reyes on October 20, 2015. We believe Mr. Reyes has either not had the correct training to deal with customers on a professional level, or he is allowed to continue his behavior as long as he produces “sales” of the extended warranty. It was Abundantly clear at that point that he cared solely for the sale of the extended warranty, and not for the well-being of his customers. I also saw another review on Yelp regarding Mr. Reyes, and the woman said she ended up purchasing a warranty but that she left his office shaking. That is how my husband and I felt, and I ended up crying with anger in the Centennial Toyota lobby because I could not believe Mr. Reyes was speaking to my mother and law and husband so unprofessionally and insultingly. If he cannot change his behavior, he should not be in a position where he will be speaking with customers on a daily basis. We waited patiently over an hour to speak with him after my mother in law agreed to purchase a new Camry XLE Hybrid. (The previous day, my husband and I also leased a brand new Sienna Limited Premium van). As he started explaining the extended warranty packages, Mr. Reyes became negative, rude, antagonistic, aggressive, and directed anger towards my husband through his words as well as body language and slamming paper around, etc. This angry behavior was all directed towards my husband simply because my husband did not feel that my mother in law needed to purchase the extended warranty at this time. He asked my husband multiple times “Are you going to pull out your checkbook and pay for her repairs then? Are you going to write an open check for all of her car repairs?” and my husband said, “Yes I will!”, and Mr. Reyes said “Yeah, right!” First of all, this is quite juvenile behavior. Second of all, sounds like Mr. Reyes is practically guaranteeing this car will need major repairs all the time, making it sound like he has no confidence in the vehicle. At that point, I let him know that his attitude was negative and it was pushing my mother in law and husband away from getting the extended warranty, and he got even more agitated but took out his pen and wrote aggressively and said “Fine! I’ll use my employee discount of $29/month” (for parts defects), and my husband and my mother in law did consider that and decided to get it. But because of his rude attitude, I still wanted to let him know that his attitude was not right, and he then accused my husband of being the “negative” one, and my husband said “I did want to hear what you had to say” and Mr. Reyes said “No you didn’t! No you didn’t!”, just because at first he didn’t want to purchase the warranty! On top of that, he started escalating the insults by saying that my husband is not a good son, and that we are not looking out for our mother. My mother in law is 76 years old, and after hearing the insults about my husband not taking care of her properly (just because we were not getting this warranty!), and she felt the need to start defending her own son to him! I got so upset that I said “Why should we have to defend ourselves to you? Why are you making my mother in law and husband feel like this?” And at that point, Mr. Reyes threatened us with “Fine, do you want me to take the extended warranty off? I can take it off right now!” People purchasing or not purchasing an Optional extended warranty has nothing to do with us needing to “defend” ourselves to a rude, aggressive and ignorant Finance Manager who is obviously angry that he could not make a sale (on an expensive extended warranty). I sincerely hope that insulting customers or bullying them to get any warranty, cheap or not, is not a behavior to be rewarded at Centennial Toyota. Customers want to feel that it is their choice to purchase something, not to be forced or bullied or insulted if they do not get it. If it is so “mandatory” to get an extended warranty because the car is not good and needs tons of repairs, then it should be built into the price of the car then. Optional means Optional. We will definitely be writing a review on the Centennial Toyota website and on Yelp regarding our horrific experience. We are kind, polite, nice people, and customers, and do not need to be insulted after doing a deal for TWO cars in the past two days! My sister in law might also be in the market to purchase a vehicle and we stand assured we will not be recommending Centennial Toyota because of Mr. Silvino Reyes terrible attitude and actions.