My Review Of Nalley Toyota of Roswell:
I wish I could give Nalley Toyota of Roswell an overall "great" or even "good" rating but I cannot.
What was great about my experience was working with Vincent Justice. He was professional, courtesy, concerning, honest and straightforward. It was really easy to work with him. And my husband and I appreciated his candor. I hate that he is affiliated with this dealership. If I could rate him solely I would give him a GREAT!
Now, the other pieces of my experience were horrible. Jason Alston handled the financial portion of our purchase and seemed more concerned with persuading us to finance my purchase through them as opposed to my credit union. I explained, up front, that we had our own financing with a great rate and I would not deviate from that decision. Even as we were processing the purchase order, Jason continued to attempt to persuade us to at least SEE if their rates could beat my credit union. And, again, we declined the offer. Then, he tried to offer us an extended warranty which we declined. We later purchased an extended warranty through our credit union for a fraction of the cost Jason offered.
Then, on Tuesday, April 30, Jason called and informed me that his manager asked him to call me and explain that if I did not produce a check from my credit union by 6 p.m. that I would be under contract with them and they would secure financing FOR ME through their bank. Excuse me? Do not threaten me - you or your manager. We purchased our vehicle on Friday, April 26. We attempted to reach our loan officer on Saturday, April 27. We called Nalley before we even picked up the vehicle on Saturday, April 27 and explained that our loan officer would have to finalize the purchase on Monday. And even on Monday, April 29 we contacted Nalley and made sure they were aware of where we were in the process. My husband and I communicated with Nalley every step of the way and provided situational awareness about the status of payment as we received it. The credit union cut our check ONE hour before Jason called to threaten me - as I was in route to have a medical procedure done. My husband and I planned to drop the check off on Tuesday before the phone call even came. And, when Jason called, it was not a matter of "just checking to see what's going on with the bank" but moreso "give us our money or else". I do not appreciate this type of communication as a purchaser.
I appreciate great customer service. And I applaud companies who hold client relations to a great standard. Vincent is an INDIVIDUAL who does such. However, the policy of good customer service is not universal at this dealership. I do not regret purchasing my car from there. But, I do regret the experiences I had with Jason and, indirectly, his manager. Therefore, if you HAVE to visit this dealership please ask for Vincent. If he isn't available, LEAVE.
Lastly, after reading the issues with the tag, it'll be interesting to see how long it takes Nalley to file mine.
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Nalley Toyota of RoswellAdded:
5/2/2013 4:20:52 PM
Taka, while I am glad that you had such a positive experience with Vincent, I am concerned about the issues that you have raised regarding your interactions with other members of our staff. I never want a customer to feel pressured or like they have been treated disrespectfully. In fact, it is important to me that all of our customers know how much we truly appreciate them. For this reason, I would like the opportunity to speak with you about the events in greater detail in order to more adequately address them, find a resolution, and restore your faith in our dealership. Please give me a call, 678-832-4200. Again, my apologies that this situation occurred, and I look forward to speaking with you.
Robert Gagliardi, General Manager