I brought my dad with me to help me choose a car as I had never bought one from a dealership before. My parents had just bought a new vehicle from them earlier in the year and highly recommended them as they had a great experience with sales rep Troy. Troy wasn't there that day and I can't remember the name of the sales rep that helped me but I didn't like my experience with him at all. When negotiating the price of the vehicle he made me feel terrible about my student loan debt and basically told me I wasn't going to find anything in my desired price range with my credit score, and guilt tripped me into having my dad co-sign. I know they only have so much to work with but that in no way means its okay to make your customer feel bad for having student loan debt/no-so-great credit. The entire time he was basically trying to sell the car to my dad. I understand I am young but it was my vehicle, my negotiation, and MY money that was going to be spent. I felt completely overlooked, so I declined all of their offers and left. Later that day my dad received a call from his previous rep Troy who was very nice and reasonable and convinced us on a deal that was managable and we went back the next week to buy the vehicle. I left a bad survey with the dealership and never received any follow-up.
Recently I found a leak so I took my vehicle in for service. My service rep's name was Brian and he told me I had to leave my car for repairs. Brian even offered a complimentary car wash for my car which I gladly accepted. The dealership doesn't offer a loaner/replacement car during the time of service. I didn't get rid of my unreliable old car to get a new certified pre-owned vehicle that was also unreliable. Anyway, Brian was very helpful and nice and kept me updated throughout the entire process. Brian told me I could leave the vehicle there overnight and he would leave my keys at the front desk. When I arrived the next day I walked to the front desk and asked the receptionist for my keys. Without even checking to see if she had my keys, she rudely said that I would have to get my keys from the cashiers. I didn't catch her name but she didn't greet me, didn't smile, didn't even offer to show me where the cashiers were and definitely didn't seem happy to be at work that day. I walked over to the cashiers. There were 3 girls, none of which seemed to know what they were doing. I waited in line for 5 minutes before being helped. Once I was helped the cashier tried to find my information on her computer, then walked away from me and shuffled through paperwork, then moved on to look through drawers, then sorted paperwork. I waited and I had actually thought she forgot about me. At that point there was a line of impatient customers waiting to be helped behind me. It seemed like a bunch of teenagers who didn't know what they were doing. After about 15 minutes a man named Jay walked in and the girl who was "helping" me told him that she couldn't find my paperwork. I would have appreciated it if she had told me 10 minutes prior so I knew why I was still waiting. Jay was very nice and told me my keys were actually at the front reception desk. I waited about 20 minutes to be told to go back to the front desk. I walked back over to the receptionist and that the cashiers stated she had them like I originally thought. She checked a packet that was on her desk right infront of her and pulled out my keys. I was so irritated, I had wasted so much time all because this receptionist didn't bother checking the packet sitting infront to see if she had my keys. Once I went back to my car I found it covered in leaves & bird poop. I noticed oil stains on my seat and a plastic wrapper on the floor. I walked back inside & asked if there was someone that I could voice a complaint to. A rep named gladly walked over to my vehicle. He saw my car and offered to run it through the car wash again and get the stains out of the seats. I told him I had an appointment to get to and he told me I could leave my car and come back later. When I returned Gaylan was nice and pulled my vehicle up to me. Upon further inspection at home there are still slight traces of the oil stains in my seats, which I am afraid will decrease the resale value of my vehicle. Overall, I am extremely unhappy with the professionalism and service that I received. The only people I thank for helping me are Brian, Jay, and Gaylan. I also work in customer service and know what it is like to have customers leave bad surveys, so I hate leaving bad feedback for people but I am very disappointed in my first impression of the service at Precision Toyota. I am slowly regretting having done business here. I am dreading having to take the vehicle in for any future servicing and really wish I had a better experience. I'm not looking to get anything out of this, but I just wanted to make sure it was known that the service isn't as great as its adverstised to be, at least it wasn't for me.
After I posted the bad review on like 5 different websites, the customer relations manager contacted me to apologize and fix things. They paid for a detailing of my car to get the stains out. They're still there, but hardly visible. I don't think that someone who didn't know about them would be able to notice them.
They also provided a loaner vehicle while mine was being detailed. Which is almost frustrating because they're only willing to provide it when they've messed something up, when I believe a loaner should always be provided if they vehicle is to be down for more than a day.
They also provided me with a $100 gift card to Sullivan's steak house to make it up to me. They told me they would mail it to me because my appointment was a week out, but things came up and I didn't end up actually going in for an appointment until weeks later but never received my gift card. When I called and asked about it, they said they were waiting to give it to me in person when I came in for my detailing. I guess maybe they really only want to give it to you if you actually let them fix things for you. And of course in the end they wanted me to update my reviews. They just mention they appreciate it, but it's almost guilt tripped.
They just want people to know that if something is wrong, you can come to them to get it fixed. I understand that they do handle the situations, have taken appropriate action to fix everything, which I really appreciate. But if you look at my initial review, I did leave a bad survey (that was not public) to rate my experience at the dealership and didn't receive any follow up or apologies. When my seats were covered in oil stains, I did go inside and complain and then it was not done right again the second time. I feel bad only bumping this up one start, but the experience I had still happened, and hopefully it won't happen again to someone else.
I Recommend This Dealer:
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