Kenny Ross Toyota Scion - Worst Customer Service Experience
Buying a New Car - Complaint
MOON TWP, PENNSYLVANIA -- My family and I had the worst buying experience of our lives at Kenny Ross Toyota in Moon township. The problems started when we asked Sam [snip] to match a quote from another Toyota dealer. Sam took exception to our negotiation and said Kenny Ross Toyota would not match the lower price or improve the current bid offer. He went to great lengths to emphasize that "he can sell that car for more" and "not selling the car would not impact his dealership's monthly results." Although Kenny Ross Toyota's price was higher, we made a conscience decision to purchase a Highlander based on the availability of the Blizzard Pearl Model with limited miles.
On Friday at 12:00, we requested to pick the vehicle up the following day at 10:00am. The Sales Rep, Jennifer [snip]requested that we arrive prior to 10AM as she had other sales appointments scheduled for 10AM. We arrived at 9:30. The car's body side moldings were not installed. If the car wasn't going to be ready, we would have appreciated a telephone call to schedule the pick up later in the day. Since we had scheduled to return our rental car, we asked for a ride back from the airport following our dropping it off. The hope was to allow us to meet our commitment and not to sit around on a Saturday morning waiting for the Shop to install the parts. Ms.[snip]informed us that a pick up at the airport was not possible due to the Kenny Ross being short handed. Ms [snip] said "they would try their best to install the parts" or we could bring the vehicle back for the installation on another day.
As my husband and I discussed our alternatives, Sam Picollo joined the conversation pointing his fingers at our faces saying, "You're not happy and so I don't want to sell you the car!" We immediately asked for Sam's boss, Sales Manager David [snip], who came out and said he heard what was going on and doesn't want to sell us the car because, "we are not going to be happy and we will give him and his team a bad survey result, which will cut his and his worker's bonuses, so we should leave." The Sales Manager actually seemed to revel in proclaiming, "Return their deposit!!!" It was quite embarrassing!
We asked other customers sitting near us if they had ever seen anything like this situation, they sat there with shocked faces and nodded "no". As surreal as it sounds, that's what happened.
My advice is to avoid the Kenny Ross dealership, there are plenty of other high quality Toyota dealerships in the area. We went to Baierl Toyota in Cranberry and had a wonderful experience with their courteous and friendly staff.
In the end, we added a remote starter and bought an extended service agreement. Buying a car should be a fun experience and since you're spending thousands of dollars, you deserve a dealership that will respect you and appreciate you and your hard earned money. In our experience, KENNY ROSS TOYOTA SCION DOES NOT APPRECIATE THEIR CUSTOMERS.