Horrible Customer Service at Dealership
ENGLEWOOD, COLORADO -- I've purchased 3 cars from this particular dealership over the years and with the same salesman. In 2003, I vowed NEVER to use their service center again because they didn't top off my fluids when I went in for an oil change AND safety check on my '98 Tacoma before a cross-country drive. Then when I told them my radiator had been left dry (luckily, a friend found and fixed the problem before my trip), refused to refund my money because losing me as a customer meant less to them than $45.
I recently (7/17) purchased a new RAV4. I worked tinted driver and passenger windows into the deal for the RAV4 since they wouldn't come down at all on the price of the car. The (salesman) called me on 7/27 to prompt me to make an appointment to get it done. I called the outsourced person he told me to call and made an appointment to meet both the salesman & the tinting guy on 7/31 at Burt Toyota (Englewood, CO) at 10:00 am (my day off).
I go to Burt on 7/31 at 10:00 am and it's total chaos. A man stops me before I can enter the office. I say that I have an appointment with the salesman to ask questions about my RAV and that someoneis supposed to meet me and tint my windows. The guy says that the dealership has new ownership and that it was just announced the night before. None of the regular sales staff appears to be there. I call the tinting guy at 10:15 am to find out where the heck he is and he says, "Oh, yeah...I'll head right over." Uh, we had an appointment for 10:00 am and he haven't even left yet? I told him not to bother because his customer service is so bad I won't use him.
Then guess who they send out to answer my questions and reschedule my tinting? The same man who wouldn't refund my money 5.5 years ago. He said he'd give me a call to reschedule the tinting and I still haven't heard from him. On 8/3 I called the salesman and left a message telling him what happened (though he was aware we had an appointment) and told him I'm not happy. He called me back and barely bothered to apologize or say he should've called me to cancel. He said he'd have another tinting guy give me a call. I'm still waiting for that.
On 8/10, I called the dealership (now Groove Toyota) and ask for the customer relations manager and I explain the situation. He asked me to email him my vehicle identification number so he can look into it and I did on the evening of 8/10. I haven't heard from him yet, not even an acknowledgement of my email. I am shocked and appalled by the lack of communication I'm experiencing. I just gave them $26K and no one can return a phone call or offer an update? I get better customer service at Walmart.
When I bought the RAV, the salesman made several statements to me that I have since realized are flat-out wrong. He said that the RAV gets 35 mpg on the hwy, that I would get 3 free months of satellite radio, and that the DataDot protection would mean lower insurance rates because they are a theft deterrent. I'm done with Toyota. Considering this is the 3rd car I've purchased from this dealership/salesman, you think they'd be falling all over themselves to make me happy and at the very least, give honest statements and answers to my questions. I thought we were past the typical, misleading sales lines.
It's really too bad that buying a new car has to be such an aggravating experience. I was really excited about getting the RAV and I have always purchased(at a premuim) Toyotas in the past, but I hated being rushed out after the sale, feeling like I've been lied to and/or misled or that a salesman can't do me the courtesy of calling to cancel an appointment, and that no one I've spoken to since the problem started will comminicate with me.
It would seem that the philosophy of the service center is also that of the sales staff. Customer service, experience and satisfaction are clearly NOT your priority. Customers are merely $$ signs. I found a small service center in 2003 that puts the customer first and, in the future, I'll look for a dealership that does the same. One that actually speaks honestly and cares about making customers happy before, during, and after the sale. Maybe Honda will treat me better.