David Wilson's Toyota of Las Vegas

All I can say is DO YOUR HOMEWORK and DUE DILIGENCE before buying from this dealership! This dealership is nothing but smoking mirrors from the sales staff (Randy Juba) to the General Manager Miki Radan! I went to this dealership to purchase a 2021 Hybrid Highlander, we agreed on a price. I had already arranged the financing myself, and had my credit union cut a check which was mailed directly to the dealer. The check was pre-filled out with an amount that exceeded what we agreed upon in the sales contract. Finance Manager Fernando Roque and Salesman Juba agreed to cut me a check and return the overpayment, I was told it would be ready in three days. Mr. Juba texted me six days later to tell me the check is ready. I told the salesman I would go into the dealership the next day to pick up the vehicle/check and was told he would make sure the vehicle is detailed! At this time, I was in California spending with my kids and was planning to spend the weekend there however, since the car/check were ready, I cut it short and left California for Vegas to pick up the vehicle. Because the vehicle was being shipped out of state, I coordinated shipping and made a booking through Matson. The vehicle was set to be at the dock on Monday afternoon and shipped thereafter. When I show up at the dealer (Friday), the salesman takes me to the garage where the vehicle was parked and I do a walk around inspection of the vehicle to ensure there was no damage however, I noticed numerous water spots and excessive amounts of sticky residue on the vehicle. Mr. Juba’s response was “it’s just glue from the plastic the car is wrapped with during transportation”. He takes his finger and attempts to rub off the glue in multiple spots, which smears the residue even more. At this point it’s questionable if the car was even detailed. He then tells me here is the keys, paperwork and check. I opened the check to ensure it is the correct amount. At the same time, Mr. Juba tells me “oh the check is only written for partial amount (taxes that I would pay out of state), the remainder would be sent back to the credit union”. When I questioned him, why, he said “oh our policy states overpayments need to be sent directly to the bank”. This was never brought up during any of our conversations with the finance manager or salesman, in fact when I signed the vehicle contract, they provided me a “request for check” document which included the overpayment amount the check would be written back to me for. When I told him I can’t take possession of the vehicle, he immediately called the business manager and comes back to tell me, “oh now we can cut a check but it won’t be till next week”. He then says, let me talk to the GM and he disappears for a while, comes back and says sorry need to wait till next week. I explained to Mr. Juba that this is unacceptable and I incurred additional cost for traveling back early. Surprise, surprise... I let the weekend go by and Monday mid-morning I text Mr. Juba, “what’s the status of the check”? He tells me “I was about to send you a message, the check is ready”. He then sends me a following text asking when I would pick up the vehicle. I told him that I would like to speak with the GM before I pick up the vehicle to discuss the situation, dissatisfaction and the events that occurred. After several missed calls to and from the GM, we finally connected. I explain the situation to the GM, Miki Radan and he immediately takes a defensive position, tells me “ I should have accepted the vehicle as is” it was ready and we could have dealt with the check at a later time. After explaining to him multiple times the vehicle had water spots and excessive sticky residue on it, vehicle didn’t appear to be detailed and the check written was not what we agreed upon, I elected to NOT take possession of the vehicle until things were solidified. He didn’t seem to comprehend, and insisted the car was ready, I should have taken it and that the car had been ready for a while and he should be charging me storage fees for the vehicle ( mind you the delay was with the dealer writing the check). GM then tells me that the check is not a big deal it’s a “small” amount. After I questioned him regarding the small amount ($1478.88 is not a small amount to me) he changed his tune. It was apparent this dealer does not hold management or their staff accountable, very dishonest, deceptive and this was all done underhandedly. I could tell by the GM’s actions and unprofessionalism, that this type of behavior trickles down to his staff. I finally had to let the GM know that I wasn’t going to argue with him on the phone and I immediately ended the conversation. The vehicle is supposedly ready along with the check, we will see and I will update this post accordingly! This type of behavior is contrary to what is stated on their website! Website states: The David Wilson group might be new to Las Vegas, but we're definitely not new to customer satisfaction. With over 30 years of experience, customer service is the cornerstone the organization is built upon. Our customer is our business and we strive to continually enhance our level of customer service. To us, our business is about more than making a sale - it's about making a lasting relationship. Talented team members and an overwhelming commitment to customer satisfaction highlight the many reasons why David Wilson's Toyota of Las Vegas is the best option for all of your automotive needs. If you're ready to find the right vehicle for your future, or are in need of service for your current vehicle, come and experience the advantages offered by the teams at David Wilson's Toyota of Las Vegas. No matter your needs, we'll make sure they are taken care of in a convenient, affordable, and efficient manner. Steve Ferrante once said: “ The true test of a business’ customer service effort is not when things are going right but rather what is done when things go wrong.” I hope you are happy with the outcome and your salesman is happy with his commission. I will be sure to let everyone know, where NOT to buy a Toyota when in Vegas! Another dissatisfied customer!