Russ Darrow Toyota

1. We were told $20,000 out the door, so we took off work and drove 2 1/2 hours to buy the car. Once there, they took hours trying to get us to pay more. We finally settled on final cost almost $1500 MORE than we agreed to on phone. 2. The ad online clearly stated, "PREMIUM HEATED LEATHER SEATS." The seats were leather, but not heated. 3. We were there 5 HOURS with our 2 children as they dealt with customers who walked in and tried to get us to pay more. EXHAUSTING! 4. The fast talking finance man said because we're financing for more than we had approved through our own credit union (the $20,000), we now have to go through this other lender at a whole interest rate HIGHER than we were quoted at our credit union, adding another $44 to our monthly payment. I later called my credit union and they had no idea why they hadn't been contacted for lending and refinanced me with the lower rate. I'm thinking the dealer gets a cut of a loan through this other lender and that's why they tricked us into using them instead of our own credit union. Pretty lousy seeing as though we were already on a tight budget. 5. The a/c wasn't working, and we called right away to tell them. They said we have to check the warranty, they wouldn't check their records. Took it to a dealer in our town who told us there was powertrain, and Russ Darrow Toyota West Bend never even returned our phone call. Went camping that weekend and had a HOT drive with no a/c....my 8 year old's feet were actually SWOLLEN from the heat! We called back, and they made us drive AGAIN so they could look at it. A loose wire was an easy fix, but still cost us $60 in gas and another day off of work. Then they insinuated we were over-reacting about not having a/c....it was that they wouldn't stand by their vehicle they JUST sold us and it ended up costing us, again TIME and MONEY that we don't have, AND they were acting like it was no big deal! It WAS a big deal for us because it cost us another day off of work, gas money to get there, and a very HOT camping trip with a vehicle we paid good money for just days before! 6. Tried to sell us a warranty for another $40 EACH MONTH.....the finance guy went around and around with us that we really needed it. We said over and over again that we just couldn't afford any more for a payment....we were already above budget with the cost because they were charging us more than we agreed to on the phone. When we took the car to the other dealer for the a/c, they told us the car already HAS a 100,000 mile power train warranty and that the dealer who sold it to us should have been able to see that easily! So I'm sure they get a kickback from selling the warranty as well.... made me sad that we were struggling to get a payment we could afford, and they were trying to squeeze every last cent from us, even paying for something we already had! Bottom line, I agreed to take off work and drive 2 1/2 hours with my children to purchase a car with heated seats for $20,000 out the door. I got there and found a car with no heated seats which now costs me nearly $22,000, and now lets make my children sit for FIVE hours while I help every other customer around and try and take you for more money, including selling you a warranty you ALREADY own! Should have walked away from the sale when they wouldn't honor the price we were quoted on the phone.. my bad. This kind of fast talking, tricky business should be illegal. Really feels bad to be taken advantage of when making such a large purchase. I would highly encourage you to look for a dealer who has your best interest at heart. Russ Darrow Toyota West Bend does not, I can assure you. The one bright spot in the experience was our salesman, Steve. He treated us like people and not a dollar sign. The finance guy bad-mouthed Steve to us, which I thought was very unprofessional, and what he said was not true of our experience.