My Review Of Al Hendrickson Toyota:
I purchased the 2014 new Corolla LE from dealer on 1/10/2014. I would like to share my experiences of buying process in this dealer. There were some good experiences and of course, there were some bad experiences.
The sales team (Ali & Brian) did a good job for me. First of all, I made the request from the dealer website at night on 1/9, Brian from the internet sales team contacted me next day in the morning and told me that he has the car I was looking for in stock and working on the deal for me. After only 2, 3 phone calls, he made a very good deal for me. Even it was not the deal I was looking for but it was a very good one for me. The new car delivery process from Ali was very good also, he explained the features on the new Corolla and helped me setup the Bluetooth connection for the phone.
However, all the good experiences in the dealer went to xxxx when moved to financing department. The financing manager, Abraham, was rude, unfriendly and unprofessional on his job. There were several incidents that made the whole buying process went bad, at some point of time, I just wanted to stand up, break the deal and leave. He is the worse financing manager I have ever met.
First, on the deal I made with Brian, my total monthly payment was going to be $150. However, during the financing process, Abraham told me that the monthly payment was going to be $153 because he needed to add the title transfer fee. I told him that it was not part of the deal I agreed upon but he just ASKED me in bad manner "if you are willing to break the deal for just $3 difference". I understand that it might be some misunderstandings between the sales team, financing manager and me, but it was definitely not Abraham's position to tell me that if I wanted to break the deal for $3. His job should be going to the sales team at first place and checked with them to see if there was any mistake or not. Fortunately, a sales manager was able to sort this out and still gave me the $150 deal.
Second incident was the incorrect home address on the sales form. When Abraham asked me to sign one of the sales forms, I noticed that my address was incorrect and I told him about this. He took out the credit application and QUESTIONED me if I was the one who wrote the address on the application and tried to blame the mistake on me. I told him that the salesperson wrote it and not me, he just said that they made the mistake all the time. If he was on this line of business for long time and knowing that salespersons might make some mistakes, he should know that he needed to confirm all the information with customer before preparing all the forms, not just blaming the mistakes on others.
Third incident was when I asked Abraham about the financing term. Based on the Toyota financing special, I was able to defer the payment for three months, I asked him about this, he checked and said "it is available but it is not free" without explaining more detail. So, I told him, OK, then he calculated the monthly payment, teared off the old paper, printed out the new one and said "there is extra 69 cent". He asked me in bad manner again if it was OK for extra 69 cent. I said "NO" and told him that I can start the payment as normal schedule, but he just said "I am not going to print the form again for not deferring the payment". At this point, I was starting to feel mad and wanted to leave for not taking the deal, then Abraham teared off the paper and printed another one again.
Forth was that Abraham never explained me any forms I need to sign unless I asked him specifically. What he did was just color marking the areas where needed my signatures. I have been on the car buying process so many times already, but I never ever meet a financing manager who doesn't explain the forms I need to sign.
The deal and the customer service that the sales team provided to me was great, however, I will not go back to the dealer to purchase another car or recommend any of my friends to go there because my bad experiences from the rude, unfriendly and unprofessional financing manager, Abraham.
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Al Hendrickson ToyotaAdded:
2/7/2014 12:04:54 PM
On behalf of our entire team here at Al Hendrickson Toyota, I would like to sincerely apologize for your negative experience. Our goal is 100% customer satisfaction; however, I'm sorry to hear that we missed that mark during your visit. While I'm pleased that our sales team took great care of you, I'm disappointed to hear that your experience turned negative soon after. I appreciate you taking the time to bring this issue to our attention, and I can assure you that your feedback will be taken into consideration. I would also appreciate the opportunity to speak with you further -- to learn more about your experience and, if possible, repair our business relationship. Please contact me at your earliest convenience. Respectfully, Jessica Fernandez - Customer Relations Manager - email@example.com
2/7/2014 2:30:45 PM
Thanks for the response. I send the email regarding my experience with the financing manager to the dealer directors and GM back to 1/11/2014 and received an email from Laura Lea, Customer Relations Manger saying she will bring this to the attention of VP, Director of Finance. However, I never receive any response after that. This makes me believe that this dealer never care about the customers, not even the 100% customer satisfaction you were talking about. Since I have send the email to the Customer Relations Manger, you should have my contact information already. If the dealer really care about customer's satisfaction, you should contact me to resolve this issue already.