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.
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.
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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