Fred Anderson Toyota Complaint - Poor service immediately after the sale
RALEIGH, NORTH CAROLINA -- Bought a new 2005 vehicle from Fred Anderson Toyota. Noticed a slight rear end vibration when driving the vehicle home. Dealer had been very attentive during the sales process, but as soon as I had handed over the money they no longer seemed to car about correcting the delivery issue. Eventually required 5 trips over 2 weeks time before they finally swapped the wheels and rims with those of another car, fixing the problem but ruining planned vacations.
1st trip to the dealer they didn't attempt to fix it. They looked at it and told me to schedule another appointment.
2nd trip, right before July 4th planned trip, they worked to balance the tires for 4 hours. Said they couldn't balance the front tires, even though they had been fine. The problem had been in the rear. On the way home, the vibration in the front was now so bad that the car was essentially undrivable on the highway. Went back twice to have them undo whatever they did so that we could go on our trip, but they gave conflicting stories about what they had done and said they couldn't undo it. Cancelled our vacation.
I had to repeatedly call the dealership over the next several days to see when new tires that they had ordered had come in. Took from Saturday until the following Wednesday before the tires came in.
3rd trip, they worked on the car another 4 hours (wait time). Replaced all 4 tires. Repeatedly test drove the car. By now a major portion of the mileage on the car was testdrives. Original vibration had returned, somewhat worse, but they hadn't fixed the problem.
Escallated the problem to their Customer Service Manager (Jackie Moran) and service manager (Charles Sigmon, who never returned calls). She made me come in yet again.
4th trip. Jackie made me miss work again to come in, I thought to fix the problem. Instead someone drove around with me to agree that I had a vibration problem. This is Thursday. Two weeks -1 day after I bought the car and originally reported the problem. But they said they couldn't fix the problem that day, nor Friday, nor Saturday. Ruin another weekend trip, come back in on Monday.
Jackie Moran was unable or unwilling to expedite the repairs and had made the situation worse by wasting more of my time simply to get them to agree that I had a problem but refuse to fix it on the 4th trip.
5th trip left it with them. Took them 6 hours before they called to say they fixed it. Didn't get a straight answer on what they did. I believe they swapped rims and tires with those from another vehicle. They put on some cheap Michelin's that I had originally avoided and then they called it an "upgrade" when it was not even though they had good Michelin tires in stock that would have been an "upgrade".
At no point did they ever treat this as a delivery issue. They never attempted to expedite repairs. They didn't attempt to find tires locally, nor did they offer to install any other tires which they had in stock. No loaner was ever offered.
What could have been an overall excellent sales experience turned into a nightmare.
My advice to others,
1) Avoid Fred Anderson Toyota if you expect service after the sale.
2) Be sure to extensively test drive and go over a vehicle immediately before giving them the check. Otherwise they may have no interest in fixing issues once they have your money.