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Hendrick Toyota of Wilmington

5640 Market St, Wilmington, North Carolina 28405
Sales: (910) 791-9735

Makes: Scion|Toyota|Service Center
 
Good
70% Recommend

Overall Rating 3.9

42 Lifetime Reviews

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Hendrick Toyota of Wilmington
42 Lifetime Reviews

Hours: Closed

Hendrick Toyota of Wilmington Info
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Reason For Visit
Sales (New)

"I recently purchased a 2014 Toyota 4Runner SR5. The sales..."

I recently purchased a 2014 Toyota 4Runner SR5. The sales associate I worked with was Kristine. She was a very effective communicator and through utilizing this attribute quickly narrowed down the vehicles and options I was most interested in without wasting my time. The sales process went very well from start to finish and I am happy to say it was due mainly to her strong work ethic, product knowledge and yearning to please the customer. I will recommend this dealer to friends and family due to the knowledgeable and courteous staff. The reason for not giving a great mark falls on the detail / service department. Upon receipt of the vehicle my wife and I observed what appeared to be several drops of hard glue like drops on the driver side windows and paint along with an approximate 6 inch scratch on the front left quarter panel. I understand that I purchased the vehicle on a Sunday and the appropriate personnel may not have been working and I am in the process of getting that rectified. All in all it has been a great experience and I hope to continue to work with the dealership in the future. I will add another review upon the completion of getting the above listed discrepancies resolved in order to evaluate their customer service and attention to detail. R/S Justin Gurley

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Employees dealt with

Kristine
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Reason For Visit
Sales (Used)

"May 2013 my husband and I purchased a 2013 Toyota Sienna..."

May 2013 my husband and I purchased a 2013 Toyota Sienna from Hendrick Toyota of Wilmington, and we were incredibly pleased with the buying experience. So about a week ago we returned to buy a 2006 Toyota Sienna to have as a second vehicle. We did not shop around, we went straight to Hendrick, because we greatly appreciated their previously excellent level of customer care. The sales associate, Katrina was curt with me and failed to acknowledge me throughout the transaction. Afterward, she text messaged my husband from her private cell phone on two occasions. On top of her already unprofessional behavior, this was not okay with me. I called and spoke to Jack Morgan, Retail Operations Director, about the experience. He was incredibly rude and tried to blame the displeasure on my marriage and said it is accepted within the industry to text message customers. Then get a business line to do so! I guarantee that I am not the only woman that would not appreciate a female text messaging her husband, regardless of what the "industry" finds acceptable. He offered no empathy for how such treatment might make a customer feel after spending, well over $44,000 cash at their business! I then called to speak to Doug Thompson, General Manager. I was informed that Mr. Thompson was in that day and I could leave him a voicemail. It has been three days, and I have yet to hear from Mr. Thompson. Ironically enough, my husband totaled our 2013 Toyota Sienna yesterday. Based off of our most recent experience with Hendrick, I would rather spend well over market value for a vehicle than give them our business ever again. What a disgraceful way to treat returning customers!

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Employees dealt with

Katrina (Sales Associate), Jack Morgan (Retail Operations Director
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2


Reason For Visit
Service

"Great Dealership.... Very nice and knowledgeable service..."

Great Dealership.... Very nice and knowledgeable service department. I would suggest this group of employees to anyone. The wwaiting room is great too! Best Regards Luther Smeilus

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all are great!
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1


Reason For Visit
Sales (New)

"We walked in ready to buy a car & even though there..."

We walked in ready to buy a car & even though there were several people standing around not one acknowledged. Had to ask someone about a car we were interested in & they said they only had one & pointed outside. After looking at the car we had to go back in to find someone to get the keys to open it up. We passed on that but when we showed interest in another car nothing from the sales person. We are a very presentable middle-aged, middle class+, couple. We left upset and headed to Stevenson Mazda where we were welcomed and bought a car.

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Don't know
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Reason For Visit
Sales (New)

"My husband and I had a great experience. We received an..."

My husband and I had a great experience. We received an awesome price for our 2013 Toyota sienna, which is great for our growing family. We will use this dealership again!

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Employees dealt with

Kris H
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1


Reason For Visit
Service

"Sylvia is a great representative for Toyota. She really..."

Sylvia is a great representative for Toyota. She really cares about her customer. She listens to the customer's concerns, follows up, and keeps them up to date on the status of their vehicle. I love having her take care of my vehicle. She should be a model for others.

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Employees dealt with

Sylvia Jeffcoat
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1


Reason For Visit
Service

"My salesman Peter Strauss was wonderful. He answered all..."

My salesman Peter Strauss was wonderful. He answered all my questions and was honest throughout the entire buying process. I have been back to the service department and worked with Sylvia. She has been wonderful. I will continue to recommend Hendricks Toyota Scion Wilminghton.

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Employees dealt with

Peter Strauss
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Reason For Visit
Sales (Used)

"Bobby was friendly, cool, and professional over the..."

Bobby was friendly, cool, and professional over the course of my visits and phone calls while I decided on my purchase. I never felt pressured, and enjoyed the atmosphere provided by your new facility and friendly employees. Oh, and thanks for the Starbucks!

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Employees dealt with

Salesman Bobby.
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1


Reason For Visit
Sales (New)

"I wrote this email to the sales person I worked with at..."

I wrote this email to the sales person I worked with at Hendrick Toyota to convey my disappointment in how I was treated in late October 2012. I have taken out the names but the point I believe is clear. After this email I received a nasty phone call telling me that it was mostly my fault and he wasn’t really mad so if I wanted to come back I was allowed to. Please read below and let me know if you would have bought this truck. Dear Sir, I wish to convey my disappointment during the past week. For a company that promotes such high customer service, I have yet to experience it. I want you to know that I am inclined to no longer purchase a truck from your establishment. The biggest reason for this decision is the lack of customer service from Hendrick Toyota. I went to look at trucks on Sunday, was met by a gracious sales staff, and was offered a great deal on a new Toyota Tundra. After that the service stopped. I was also told that because it was at another location and pending its availability, it would be at Hendrick Toyota either Monday or Tuesday, and I would be able to pick it up on Tuesday or Wednesday. After no phone call Monday morning, I proceeded to contact the sales representative to see if my truck had arrived, and I had a few questions regarding the paperwork. The sales representative said that he would look into the arrival of the truck and get back to me, and deferred my other questions to a business manager. That was the last time I heard from the sales representative. I called again Tuesday, and asked to speak to a customer representative, specifically stating not a sales person. The receptionist asked why I wanted to speak with a customer service representative. I told her I have a few questions, somewhat vaguely, but I did not feel like I had to explain myself to her. She then told me all of the customer service representatives were busy and transferred to me to a sales person. The sales person told me that they had sent people to pick up my truck today and my truck would arrive later that day. I told him great, and asked when it arrived if he could have someone please take a picture of it so I can show it off at work before I picked it up. I never received a picture. Later that night I called my creditor, and I told them about some of the issues I was having up to that point, mainly with the taxes. So they called Hendrick Toyota, on my behalf, and were subsequently transferred to the original sales representative. I was told by the USAA representative that the original sales representative I was dealing with was with a customer and he would call me back. However, I never received a call. On an unfortunate side note, on Tuesday I talked to one of the gentlemen whom I work with. He had, on the same Sunday I was shopping, bought an identical Toyota Tundra from Stevenson Toyota in Jacksonville. He said, and proved, that he paid $34,500, and I was still on hold with mine and I was paying $35,500. At that point I was a little down on my deal but I assured myself I was paying for customer service. I will be honest, to a reasonable extent price is never the overall deal breaker with me. I want to work with someone who cares about me and my situation. On Wednesday, the financial manager was back from a day off. I called him and discussed with him for over an hour how the taxes worked with Military in the state of Ohio. It was an absurd fight throughout this conversation regarding a state law where I was clearly in the right. I understand that it was difficult, and he eventually conceded to working on it and we hung up. I called him back a little over an hour later to let him know that I might have found him a solution. He told me he had already figured it out, and it was no issue. I thanked him, but I had lost more than 2 hours of my working day dealing with that. At the end, I felt like I had won an arm wrestling contest. We departed our conversation and for the third time in three days I was promised that my truck was on the way and would be ready for pick up on Thursday. I asked if I could get a picture of the truck emailed to me, so that I could show it off at work before I picked up the truck and again I was told that wouldn’t be a problem. I never received the picture. It is currently 7:24 pm Thursday and I still have yet to receive a phone call, I don’t know if my truck has arrived, and honestly at this point I don’t care because, instead of picking up a new truck tonight I am writing this email. Very Respectfully, Former Hendrick Toyota Customer After this email I received a nasty phone call from the Hendrick Toyota sales representative but at least I heard from him. Hendrick Toyota went from Hero to Zero in less than 5 days. After that phone call I never heard from them again. I know that I am posting this a little after the fact but hopefully it shows my enormous disappointment with Hendrick Toyota and their customer service.

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Employees dealt with

Willie Jackson
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7


Reason For Visit
Sales (Used)

"Chris Ronda worked hard to find the perfect tundra for..."

Chris Ronda worked hard to find the perfect tundra for me. And Judah knocked the ball out the park with finance. The truck I bought was a 2004 Toyota tundra sr5. It was very clean and fit right for my family of 5 plus dog.

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Employees dealt with

Chris Ronda
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