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!
I Recommend This Dealer:
Katrina (Sales Associate), Jack Morgan (Retail Operations Director
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