Purchasing an automobile is stressful these days because of the negative light that car dealers are put under. After receiving your letter and the process of purchasing my car through your dealership I felt the need to reply. I want to first say that the whole experience was not negative nor was it difficult. However, I feel some issues needed to be looked at and may need to be corrected.
I noticed a used Suburban on your website and contacted the online sales person. I believe his name was Nick. Through a process of running back and forth over the phone Nick was able to convince a manager to hold the car for one week until I could arrive on Saturday. I am a teacher and football coach and have limited time to travel 3 hours. When I arrived at the dealership I met with Nick and he immediately brought over another sales person who I would now be dealing with. Upon my arrival I was told the car would be cleaned and ready to view. When I arrived the car was far from clean and was not ready to be viewed. It currently was being fixed. I asked that the car be brought out as we needed to start the paper work and return my rental car. This process started at 12:00. The car was brought out to view and test drive. As I went over the car my sales person disappeared and we stood there looking at the car waiting for him for at least 15 minutes until I went back in and asked where he was so we could test drive the car. The sales person affectively came out and we test drove the car. It was apparent he knew nothing about the car, features, buttons, nothing. I, looking back, understand your Toyota Dealership and not Chevy.
The next issue took from 12:50 to 3:00pm. Why it took so long is beyond me. I secured financing, paper work and money before I every arrived at your dealership with Nick. The salesperson had not a clue to what was done. It took him running around and looking foolish to find the information that had already been taken care of. Poor communication and customer service became noticeable. However, the real issue was about the windshield. I asked that the cracked and chipped windshield be replaced, as neither the manager, sales person nor Nick knew of these issues. Your solution by the manager was to take 100 dollars off the car and I lie (commit fraud) to my insurance company and have them replace the windshield. Against my better judgment I continued to purchase the car however did not accept this. Your manager said he would replace the windshield with an aftermarket part valued at $200 and not the original $800 windshield. I stupidly agreed to this. However through this process your customer service agent Sarah has been very nice and worked with me as the aftermarket windshield could not be used and they found the proper windshield.
However in the next week and few days of owning this car I have noticed that the driver side mirror does not retract in as it should, driver side window now makes a horrible sound when going down, and the dimmer on the passenger side mirror does not work. Had the sales person gone over the features I might be able to have caught these issues. It was not until I was able to review the owner’s manual and learn of these features and realize there was a problem. Not sure if that falls under the old term “buyer be wear”. I am not sure what other issues may soon arise but I have an appointment to have the car looked over.
The final issue occurred as I walked out of the dealership I was handed a set of keys, I asked is there another set? The answer was given,” no, sorry that’s the only set you have”. I have affectively now purchased a new set which has cost me another $200. Here again I was never notified of these items.
I do not expect the world to be perfect, however I expect honesty, respect and quality customer service. The last vehicle I purchased I was so overwhelmed with customer service that my father, brother and two coaches also went to that salesperson on my recommendation and bought cars. I can say my fiancé, mother and brother in-law who are looking at Toyotas will not be visiting Dick Dyer. Even the letter that was sent to me wishes me the best on my new purchase of a Toyota, I bought a Chevy. I worked for Disney as Director of New Business Development and was trained in quality, honest customer service. I can say the communication, customer service and the proposition to commit fraud have not left me feeling very happy and concerned about what else I might find out about my car.
Again, Sarah and Nick were great. I feel horrible for the Salesperson as he was left in the dark about a lot of information and looked confused and affectively wasted my time in trying to find it. I apologize for the lengthy letter. I just wanted to make you aware of these items before I do anything else.
Thank you for your time.
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