Failed to return phone calls as promised, failed to give me a price before work was completed as asked
I recently had to order parts for my son's 2000 Toyota truck. I called Classic Toyota and spoke with the service department. I gave them information and was told they would call me back. They didn't. I called again the next day, same thing. On the third call, I did receive a phone call back. But, I was told I had to find out the production year. I told the man everything I knew about the truck, year, make, model, vin, ect. However, the man acted like he didn't know what I was talking about, and that he couldn't order the part. I got extremely frustrated with the whole ordeal at this point. After four days of dealing with this, over the phone, then in person, my patience was running thin, and now the lengthy in-person conversation was really pushing me. Finally, I made the man at the counter understand what I needed, I thought. I don't' know if it was because I was a female, or he was just having a hard time, but I felt like he didn't take me seriously. He told me to call my ex-husband or send him a photo of what I "thought" I needed to order. My ex-husband had already spoken to this man and TOLD HIM EXACTLY what he needed. I was beginning to wonder if this guy even wanted to do his job! Finally, we managed to get the parts ordered. I paid for the parts ($387.13). I was told by this man that the parts would be in on Tuesday and that he would call me to let me know the parts were in. FINALLY! On Tuesday, I waited for the phone call. It never came. Mind you that this whole ordeal has taken - between my ex-husband and myself - two weeks. On Wednesday, I called Classic Toyota. I spoke with another man, who said, oh yes, the part came in yesterday. Then he asked if no one had called me. NO!! No-one had called me. So, I drove back to Classic Toyota to get the part. Once I get there, it took someone fifteen minutes to find the part. I told the other parts person that I needed to get the parts pressed. Finally he told me to go to the Service Department. So, I go to the Service Department. I was directed to ****. I showed him the parts and explained that I need to see if they could press them. He did not seem to understand me. He could not tell me anything...not a price, not a timeframe, nothing. Finally, after a few minutes of confusion, another young man told me that they would have to ask a technician about it. I said, fine, but before they did the work, I wanted to know a price. I was told that all the technicians were gone to lunch. **** proceeded to tell me that he needed a vehicle to identify this part with. I told him the name, make, model, etc.. He told me he needed to know the mileage. I told **** that I would call him back with the mileage. I left, as frustrated as I was when I began this nightmare.I called **** back and left a message on his voicemail as to what the mileage was. I also reminded him that I wanted to know the price of the work, before they did the work. Guess what, never found that out! **** called the next day and left a message saying that the part was ready. I drove back to Classic to pick up the part. When I went to the Service Department, no one knew where the part was. Surprise! So, I was told to go in and pay for the part and they would find the part. This is when I found out the price. Another $55.00. I am beyond disgusted with the service I received at Classic Toyota. My husband and I were looking at purchasing a truck from them, but I can promise you that it will never happen! I have heard nothing but bad regarding their service. I wasted time, effort, gas, and phone calls on trying to get a part for my son's truck. I can guarantee you that I will NOT purchase another part from Classic Toyota or any other Toyota business. Customer Service is awful!
There is no worse feeling than being a female, walking into an automotive service department and being treated like you don't know what you are talking about.
I would like a discount on the service I received, I believe that is fair. My bills were $387.13 and $55.00, plus my time, phone calls, gas, etc.
Dealer representative spoke with customer 2/12/14 and apologized for the poor service received. Additionally, offered to reimburse for a portion of the cost as a gesture of goodwill. Customer's comments were valid and of great concern to management and the processes are being reviewed to ensure that all associates are sufficiently trained and committed to serving customers appropriately in order to maintain our high standing and reputation in the community. Classic Toyota is grateful for the honest feedback and is confident that given the opportunity to serve again in the future, the experience will be more consistent with our typically high level of customer service.