2/13/2012
First a couple of points after reading some other reviews (and to give you some perspective on me as a car buyer):
If you don't do your research before looking to buy a car and you don't know what you want, don't waste the dealer's time. Auto dealers are businesses, not a charities or consumer groups. Whining about a salesperson trying to *sell* you something is asinine.
I see a lot of complaints about service (is an repair service, not customer service). If you expect amazing service from a dealer, you will be disappointed (this is no direct attack on Stevens Creek Toyota, just a point in general). I have *never* had a good experience with dealer service. They're expensive, over-booked, and way too big to treat you personally. Do yourself a favor and purvey your local service center.
I spent this weekend test driving cars at a rental dealer and realized I'd overlooked the Rav4. I asked my wife if she'd like to try one and, since it was close by, went the Stevens Creek Toyota. I was 100% sure I was NOT going to like the experience nor would I buy a car from them. I have never had a good experience with any Stevens Creek dealer and neither has anyone I know.
Arriving at the retail lot, I approached a group of salesmen who were chatting and smoking. I asked about used Rav4's and Matrix's and the salesman confirmed they had both. First impression was that my suspicions were confirmed, this was not going to be a pleasant experience. The salesmen definitely seemed like the typical pushy car salesman. Luckily for us, when we arrived at the used lot, we were handed off to Josh who turned out to be one of the most helpful car salesman I've ever encountered.
We quickly looked over the Matrix and confirmed it was too small and set about identifying the Rav4 we were interested in from their large selection. Now, don't get me wrong: Josh was trying to sell a car. As I said above, I accept that, this is a business, this is his livelihood. But he wasn't overly pushy and he listened to me when I said things like, "no, I don't want 4WD, no I don't care if it's Limited".
After a test drive I was convinced the Rav4 was the car we would go after (vs CR-V, Sorrento, Santa Fe, Rogue, etc.). But I had no intention of buying a car that day and they didn't have the one we wanted anyway.
Side Note: Toyota nailed the small SUV with the Rav4, make sure you try one before you buy anything else.
On the way back to the office, with full intention of leaving to go home, we passed a Pacific Blue Rav4 Limited that hadn't been tagged or anything yet (didn't even have a price on it). I knew, being a Limited with moonroof, etc. it would be out of our price range but Josh insisted we take a look, so we did.
Long story short(er) Josh, along with fleet manager Jason, actually fought to sell me a car way outside my price range at the price I wanted. I won't go into numbers (I'm sure they'll appreciate this) but frankly I was SHOCKED how they went out of their way to work with me. I've never had any experience even close to this at a Stevens Creek dealer (I'm including BMW, Chevy, VW, Honda here). They even let us take the car home without the trade-in (and gave us above Blue Book on the trade-in sight unseen)!
I think they understood I'm a smart buyer, I do my research, I don't "haggle" (I have a price I want to pay and that's it) and, most importantly, they understood that as an auto dealer in a down market you need to *sell* cars, not make unhappy customers.
Now, to be fair, based on my first impression of the retail lot I don't think I would have had the same experience there (I think it would have been quite bad). But Jason spent some time explaining to me that they're really trying to change the culture at Stevens Creek. I will say the team at the used lot seems to really have their act together.
The next day I brought the trade-in and dropped it off no questions asked. I also picked up some parts, which was another shockingly pleasant experience. The salesman (sorry I forgot his name) was super helpful and even allowed me to take the parts without paying because I'd forgotten my Toyota Rewards number (I called and got it from my wife and paid the same day just to avoid any headaches).
All in all I'm super impressed with the used car and parts experience at Stevens Creek Toyota.
If you don't do your research before looking to buy a car and you don't know what you want, don't waste the dealer's time. Auto dealers are businesses, not a charities or consumer groups. Whining about a salesperson trying to *sell* you something is asinine.
I see a lot of complaints about service (is an repair service, not customer service). If you expect amazing service from a dealer, you will be disappointed (this is no direct attack on Stevens Creek Toyota, just a point in general). I have *never* had a good experience with dealer service. They're expensive, over-booked, and way too big to treat you personally. Do yourself a favor and purvey your local service center.
I spent this weekend test driving cars at a rental dealer and realized I'd overlooked the Rav4. I asked my wife if she'd like to try one and, since it was close by, went the Stevens Creek Toyota. I was 100% sure I was NOT going to like the experience nor would I buy a car from them. I have never had a good experience with any Stevens Creek dealer and neither has anyone I know.
Arriving at the retail lot, I approached a group of salesmen who were chatting and smoking. I asked about used Rav4's and Matrix's and the salesman confirmed they had both. First impression was that my suspicions were confirmed, this was not going to be a pleasant experience. The salesmen definitely seemed like the typical pushy car salesman. Luckily for us, when we arrived at the used lot, we were handed off to Josh who turned out to be one of the most helpful car salesman I've ever encountered.
We quickly looked over the Matrix and confirmed it was too small and set about identifying the Rav4 we were interested in from their large selection. Now, don't get me wrong: Josh was trying to sell a car. As I said above, I accept that, this is a business, this is his livelihood. But he wasn't overly pushy and he listened to me when I said things like, "no, I don't want 4WD, no I don't care if it's Limited".
After a test drive I was convinced the Rav4 was the car we would go after (vs CR-V, Sorrento, Santa Fe, Rogue, etc.). But I had no intention of buying a car that day and they didn't have the one we wanted anyway.
Side Note: Toyota nailed the small SUV with the Rav4, make sure you try one before you buy anything else.
On the way back to the office, with full intention of leaving to go home, we passed a Pacific Blue Rav4 Limited that hadn't been tagged or anything yet (didn't even have a price on it). I knew, being a Limited with moonroof, etc. it would be out of our price range but Josh insisted we take a look, so we did.
Long story short(er) Josh, along with fleet manager Jason, actually fought to sell me a car way outside my price range at the price I wanted. I won't go into numbers (I'm sure they'll appreciate this) but frankly I was SHOCKED how they went out of their way to work with me. I've never had any experience even close to this at a Stevens Creek dealer (I'm including BMW, Chevy, VW, Honda here). They even let us take the car home without the trade-in (and gave us above Blue Book on the trade-in sight unseen)!
I think they understood I'm a smart buyer, I do my research, I don't "haggle" (I have a price I want to pay and that's it) and, most importantly, they understood that as an auto dealer in a down market you need to *sell* cars, not make unhappy customers.
Now, to be fair, based on my first impression of the retail lot I don't think I would have had the same experience there (I think it would have been quite bad). But Jason spent some time explaining to me that they're really trying to change the culture at Stevens Creek. I will say the team at the used lot seems to really have their act together.
The next day I brought the trade-in and dropped it off no questions asked. I also picked up some parts, which was another shockingly pleasant experience. The salesman (sorry I forgot his name) was super helpful and even allowed me to take the parts without paying because I'd forgotten my Toyota Rewards number (I called and got it from my wife and paid the same day just to avoid any headaches).
All in all I'm super impressed with the used car and parts experience at Stevens Creek Toyota.
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