After being displeased with the demeanor of the salesman that was attending to my request and having to wait almost a half hour for the car to be brought to me for a test drive, I contacted the sales manager on duty, Jeff Morris, to complain about the whole process. Here's a description of that conversation and subsequent events from a letter I wrote to the General Manager (unanswered), which, I'm hoping, will discourage many prospective buyers to set foot in this place.
I asked Morris for five minutes of his time in private. He took me to a side office, where I expressed my dissatisfaction with Bill, the salesman. Even though such complaints occur very rarely in my case, the managers in the past used to be in full control of their customer service skills and use them to pacify rather than antagonize me regardless of whether they believed me or regardless of what they intended to do about the salesman I complained about. Not so Jeff Morris. From the very start, he gave the impression of taking Bill's side. When I mentioned that Bill didn't advise me in a timely manner about the problems he was having in getting the car, Jeff kept repeating the mantra that he did eventually inform me. I then admonished Jeff for not showing requisite customer service skills. Instead of saying something like: "I apologize, sir, for the experience you had. Our dealership's policy is to make you fully satisfied. Would you like me to get you another salesman?", he was continuously on the defensive. He even accused me of raising my voice at him - as if he were some kind of untouchable high priest instead of an individual that's about 30 years my junior. Finally, he said, "So, what would you like me to do?" I said: "Well, I don't think you can do anything for me at this dealership." He immediately changed his demeanor, stated that he wanted me to leave and practically threw me out of. I said, "Jesus Christ, are you throwing me out!?" Of course, that expression, just like "my God", has no religious defamatory connotations and is used in this and other English-speaking countries by hundreds of millions of Christians and non-Christians on a daily basis. His hypocritical answer was: "We're a Christian dealership and we don't like you to use those words." In the same breadth he said, "Now CARRY YOUR BEHIND (he used the stronger three-letter word) OUT!" When I asked for his name, Morris refused to give it to me. I figured out later that his escorting me was designed to minimize any chance of my going upstairs and complaining to his higher-ups.
Not willing to play a wilting violet, I called the dealership after I got back home to obtain the owner's or General Manager's e-mail address/phone number. They kept transferring me, and I finally got Morris even though he was the last person I wanted to talk to. He called me a "donkey" (again, he used the stronger three-letter word) and said that our conversation was on a speaker so that the whole dealership can hear it. He kept pulling his Christian creds on me even though he behaved more like a servant of the devil rather than of Jesus. When I hung up on him, he called me back, pretending that he was exercising customer service civility because, in his words, "we were cut off".
Apparently, at Freeman Toyota, Jeff Morris has a carte blanche to behave like a bully, insult customers without a justified cause, use a perverted notion of Christianity as a fig leaf for his aggressive mentality, and throw out a customer who himself had voiced an intention to leave the premises. I've never encountered this kind of customer service fiasco before in my 60+ years of life.