Titus-Will Toyota — Attraction in Tacoma

Long story short, my first experience was a complete debacle. I left reviews on Google and Yelp, and I was contacted straightaway by Mark Therrien (new car sales manager). He explained the situation from his perspective and offered an apology and a workable solution. At this point, there was no agreement that I would return, but Mark handled a tough situation with the utmost professionalism.

After a short call, Mark did a number of things that I appreciate and value: • Got some information from me so we could take advantage of my drive time to get credit worked out. This multi-tasking saved a fair amount of time at the dealership.

• Gave me a side-by-side comparison of my pre-approved interest rate and the rate they were able to offer. This was complete by the time I walked in the door. While I was driving, Mark and team found a better interest rate that reduced my payments by a few dollars per month. The reduction was not large, but the point is that they went out of their way to optimize the loan for me.

• Mark presented me with a simple and straightforward set of numbers that explained the cost, their cost, a fair trade in value, and what my payment would be. Somehow I knew that buying a new car only required some basic arithmetic with a handful of numbers, but that is not anywhere close to what I had experienced at other dealers. This was exactly what I was looking for. Look at the bottom ¼ of a sheet of paper, do some math in your head, and know what the heck is happening.

• He also did something unnecessary but very thoughtful to compensate me for my time.

• Talked to me like a normal person engaging in a basic and mutually beneficial business transaction. Honest, straightforward, and very comfortable conversation.

• Mark hustled to schedule the cleaning of my new car and visit with finance in a way that helped to make things go faster. Again, this was my second long drive and for other reasons, I was really pressed for time.

• Got my new car staged so I could transfer my stuff while Nicole in finance was finishing up with another customer. Again, helping to multitask and save time.

My visit with Nicole Smith in finance was equally straight forward, honest, simple, and educational. • Nicole likewise gave me a very clean set of numbers to approve and the signing process was quick.

• She also provided a surprising amount of useful information. A lot of this was regarding various warranties and packages that they could offer, and when I saw that coming, I felt a little twinge start to arise…again mostly because of some bad experiences earlier in the week. But I listened and realized that the things she was talking about were reasonably priced products that had a solid value proposition.

• In other words, they were not high margin gimmick products. They were products where she was able to cleanly articulate why this might be worth the money.

The point is that there were no gimmick products and those that were offered had a benefit at a good price, and there was no hard sell. Basically just a well thought out presentation of the value proposition and a “feel free to take it or not” quality to the discussion.

• Nicole also gave a very interesting piece of insight and advice about an insurance product. Without going into detail, there was a thing that I thought was a good idea, and she explained to me why it was actually a pretty bad idea…and it made perfect sense. I didn’t see it because I’m not a professional in this particular field, so the edification was appreciated.

Finally, there was a gentleman that did a great walk through of my car. I am amused by the fact that most of the learning has to do with a computer and how to talk to my new car.

Overall, I am completely satisfied with this experience. As a business person, I’m enjoying looking back at this as a case study of sorts. Mark and Nicole’s ability to take fiasco and turn it around into a positive experience is noteworthy, and I would definitely consider doing...

My wife and I were in the market for a van to accommodate our growing family and came across a vehicle we liked at Titus Will in Tacoma. The mileage was reasonable, so we scheduled a test drive with the salesperson, Michael Robinson II. Unfortunately, from the start, he came off as unwelcoming. When we asked specific questions about the vehicle, it became clear he lacked knowledge about it and didn’t appear to make any effort to be informed. He mentioned he had only been with the company for 10 months, which might explain the lack of familiarity, but it was still disappointing. During our inspection, I noticed signs of body repair even though the vehicle had a clean title with no reported accidents. My wife test drove the vehicle, and we moved on to negotiating, but left after failing to agree on a fair price. The following week, we noticed the listing was still active and had dropped a few hundred dollars. We returned to Titus Will and went through the application process to review rates and terms. After seeing the final numbers, we told Michael we needed more time to discuss. He became visibly frustrated, and his tone changed noticeably. We asked about including a second key, but he insisted the car came with only one. Later, a finance manager stepped in and agreed to provide a second key, but there was still no movement on the price, so we declined again. Another week passed and I received a text from Michael stating he could now offer the vehicle at the price we had discussed earlier. I checked the listing again and noticed the price had dropped further. We returned and sat down to finalize the paperwork. However, the contract reflected a price that was $1,000 higher than what Michael had texted me. When I brought this up, he dismissed it rudely, claiming they were already losing money on the deal. We walked away again. Two weeks later, Michael texted again confirming they were ready to accept our previously discussed offer. I made sure to confirm the details this time to avoid further wasted trips. While the deal no longer included a spare key, they did offer a full tank of gas. We agreed and headed back, hoping to finally complete the purchase. Upon arrival, the dealership was quiet, and I went straight to the vehicle to inspect it. Michael approached with a rude tone and asked, “Are we gonna do the paperwork?” I replied that I wanted to test-drive the vehicle again since it had been weeks. He flatly refused, saying, “No!” I explained that I hadn’t seen or driven the car in a while, but he still denied the request. At that point, I told him we wouldn’t be proceeding. We couldn’t understand why a test drive would be refused right before purchasing such an expensive vehicle. Overall, my wife and I were extremely disappointed with the experience at Titus Will. We felt disrespected, profiled, and that our time was not valued. We will definitely be taking our...

My experience at this dealership was an absolute nightmare. We bought a car from them, and the moment I drove it off the lot, the airbag malfunctioned, and the sliding door had serious issues. I immediately returned the car the next day, hoping for a swift resolution, but little did I know what I was in for.

Instead of taking responsibility for their faulty product, the dealership had the audacity to bounce me back and forth between different departments as if they were doing me a favor. I explicitly told them from the beginning that I needed the car for my Uber ride-sharing business and requested a quick resolution to avoid losing money while the car remained in their possession. Yet, they couldn’t have cared less about my predicament once the bank funded them.

The moment I stepped into Davids Office, the service manager, he took charge of my car situation and swiftly addressed it. Unlike previous visits, he showed genuine concern and promptly ensured my concerns were resolved. I was amazed to find out that the paperwork issue causing delays with Uber and Lyft approvals was quickly rectified as he personally handled it with the Department of Licensing (DOL). David’s dedication and follow-through truly impressed me! If you work with the other guys, they will see you are trash. David thanks a lot.

It’s evident that this dealership is utterly unconcerned about their customers’ well-being once they’ve secured their payment. They showed a complete lack of professionalism, responsibility, and basic decency throughout this ordeal.

To make matters worse, I experienced blatant discrimination from two employees at the lobby who were condescendingly laughing at me, possibly assuming that because I am Ugandan, I am ignorant and unaware. Their behavior was beyond offensive and completely unacceptable. They will be surprised if I open up who I am. Don’t judge a book by its cover.

I am done dealing with this disreputable dealership, and I urge anyone considering making a car purchase to stay far away from them. They need a serious wake-up call and a shake-up in their business practices. In conclusion, I cannot stress enough how dreadful my experience with them has been, and I strongly advise everyone to steer clear of them. Spare yourself the headache, the frustration, and the discrimination I endured. This dealership should be ashamed of their conduct, and potential customers deserve to be warned about the appalling treatment they might receive. They need to learn more about customer obsession not...