We had the misfortune of working with Andrew (Andy) Mamayek. He sold us a Certified 2013 Toyota Venza. It was a bad start to begin with. We should have left but didn't. It took almost three hours just to get us into the finance department to sign the paper work, we were there for almost 6 hours total. Then when we took the car home, within two hours the car died. We called Andy who said we can call him any time with any questions. He promised us that first thing Monday morning someone will come and pick up the car to get it fixaed. On Monday morning, I heard nothing back from Andy or Heiser. I called Andy who did not pick up his phone but texted me that he had no reception on his phone to take my call but will get a hold of someone at Heiser. I waited and waited and still no call from anyone. I decided to call a manager at Heiser and spoke with Pat who knew nothing about my issue. He then had the service manager Joe who then told me that they would send out someone to tow my car.

Best car buying experience both my husband and I have had.



Pre-buying Research:

When we decided on a new Toyota truck my husband contacted his preferred dealer and I checked out almost every dealer within 100 to 200 miles. I checked stock, ask questions and set up a contact/sales person to work with. Heiser did things right from the start. They respected my wishes to contact me using e-mail during this stage, the e-mails were from a real person that actually provided the information I requested and provided useful information I didn't ask. I also didn't get tons of generic/bulk e-mails from unknown or duplicate people at Heiser like I did from others.

Pros- e-mailed me like I asked, gave me the info I asked for, initial pricing given was real/transparent/a true fair price

Cons- 1 or 2 bulk e-mails sent over the course of approximately 2 months



Coming in: When it was time to test drive, James and everyone at Heiser were really helpful without being pushing in any way. I'm not only a new mother, but I have a demanding job and can't predict when I might be done for the day to even schedule an appointment very easily. I believe it took me almost a month to find time in my schedule. James did not get impatient with me in all that time. When I had an unexpected cancellation, James was able to get me in for a test drive with short notice (in fact it was shorter notice than I think is respective to give another professional and I thank him for that).

Pros - not pushy, able to accommodate busy schedule

Cons - not available at 5 am for a test drive **JUST KIDDING; the sales hours were more than accommodating - no cons**



In Person Experience: Once at Heiser, everyone was professional and friendly. The place was set up well and had some great features like comfortable couches, great lighting, children's area and refreshments. I really enjoyed talking to everyone there. I observed other sales people/customer iterations and was very pleased. Anyone of them would have been good, but James Hicks was great. James was very knowledgeable with all my many questions. He took the time to listen to me and understand my needs. If he didn't have the answer off the top of his head, he found the answer for me. I really enjoyed myself at Heiser. When I came back with my husband, James zeroed in on all of his needs. He helped us find the right truck for the both of us.

Pros - the employees, Sales experience of James Hicks, comfortable place to be

Cons - none to speak of



Purchasing: Negotiate a price was relatively painless. We worked out a great price with the features/accessories that sold both myself and my husband. Every department worked hard to send us home with our Toyota Tundra that day. I am really grateful to everyone for working so hard. I can't wait to get my scheduled service so I can stop in to say hi and thank everyone again. Heiser Toyota will be our first choice for our next new or used car without a doubt.



Pros - relatively painless negotiating, great price

Cons - none



Overall: pros - Great car buying experience. Fair price from the start. Good people to work with and a great product. cons - one or two bulk e-mails

My problems started when I went to buy the car before work. I had to wait so long for the financing guy that I gave up and said I would come back the next day. I set up an appointment for 10:00 with him. When I called to say I would be running late, I was told it was the financing guys day off. When I arrived, I was given a person that had no idea what they were doing, and got upset when they couldn't explain the numbers on the financing paperwork. Someone else came in and took over. Everything seemed smooth after that. When I took the car on a test drive, I noticed it was pretty dirty (water bottles in the back, wrappers in the map pockets, ashtray and cup holders sticky and soiled). When I asked about it, I was told, "Oh, we have a crew of guys just for cleaning. They'll take care of that before you pick it up. When I got in the car, after a total of six hours just to buy it, it was still dirty. It hadn't been touched. Now, as a "Certified Toyota", it's supposed to be cleaned. But first I noticed that there were no floor mats. When I tracked down the salesman, his response was, "Oh! Yeah, there's no floor mats in that one. You'll have to buy them on your own. During the test drive, it had the paper mats on the floor, and I supposed I was stupid to assume a three year old certified vehicle would come with floor mats. I was done with them, so I figured I could clean it on my own. Lovely, cleaning out somebody else's kids chewed-up fruit snacks from the door pockets. I was told upon purchasing the vehicle that the financing agency they set me up with would be sending me a coupon book for the payments. I was also told that they would set up the insurance and contact my agent. This is the way it was done at the other dealerships I had purchased my last several Toyotas at, so I didn't question it. Six weeks later, I get a letter from their financing agency asking why I hadn't made any payments on my car. Apparently Heiser hadn't let them know I needed a coupon book. Well, now I called my insurance company to file a claim for a windsheild repair and they had no record of the vehicle. Apparently I've been driving around for the last several months in an uninsured vehicle. Thank you Heiser Toyota! I have purchased Toyotas from Don Jacobs, Wilde, and Safro over the last 18 years and never had any of the problems I experienced with Heiser (Safro was awesome!) NEVER AGAIN!