Darryl in service goes above and beyond. He's a great rep of what this kind of department should be like. Overall kudos. Josh Graves
Employees Worked With
"Terrible customer follow-up"
Summary- Poor dealership customer service, no follow-up, no negotiating.
I am a long time service customer. I have been bringing vehicle to the service department since about 2010/2011. It was time for a new car since my old one had broken down and I was excited at the prospect of hopefully working with this dealership. I thought, since I am a long time customer and will definitely be purchasing a new pre-owned vehicle, I would receive stellar customer service from Toyota of Cool Springs dealership. Unfortunately, I was mistaken. The new service/dealership liaison division needs some training. To say I was underwhelmed by Brad, Ryan, and even Emily is putting it nicely. After meeting Brad and Ryan and informing them of what we were looking for, we NEVER received a follow-up call. While we were waiting on them, we began to look online, contacted other dealerships, etc. All of which, would cause them to loose my business as a service customer. Eventually, I decided I wanted a Prius v. After not hearing from the liaison department for several days, I contacted Ryan on a Thursday to let him know I would be dropping by the following Monday after 6pm to look at the 2012 Prius V. I wanted to wait until Tuesday but Ryan asked me to please come Monday since he is off Tuesdays. After switching some appointments around, I was able let Ryan know I would be in after 6pm because of work. At 5:45pm that Monday he left a message telling me since he had not heard from me all weekend, he would be leaving. Sure enough, he had left. So once we arrived at the dealership a little after 6pm we instead test drove the car with Emily and spoke about the details with Brad.
After compiling all the info from KBB, Edmons, etc. We made an offer. Brad promised to get back with us and never did. We made attempts to contact him but they went unanswered. I am baffled by this. On Friday, Donna from service contacted me about my car that was sitting in the service lot. We had left it thinking we would be trading it in there. When I told Donna the situation, she immediately told Ryan to call me. She told me Ryan would be contacting me within 5-10. That phone call never came. Over 30 minutes later, I sent Ryan a text, indicating we would be retrieving our Prius and I was highly disappointed in the customer service we received. He almost immediately called my husband at that point. My husband just told Ryan we would no longer be needing their services.
Another customer told us to contact the General Manager Mr. Krabill. I sent him an email explaining what happened. He was very apologetic and extremely nice. Because he was leaving on vacation, we actually worked with Dena Henson General Sales Manager. She too was very nice and very quick to respond. No more waiting days. We made another offer on the Prius v but she immediately said she could only come down a couple hundred. We let her know that if she could not come down more we would not be interested. Needless to say we did not purchase from this dealership because they were way overpriced for the vehicle per KBB. We were able to go to another near by dealership, get a newer model (same trim) of the same vehicle for almost $2K cheaper. Today I saw they have cut the price by $3K on the Prius v which is under our offer. So much for only being able to come down a couple of hundred. No one has reached out to us to see if we are still interested in the car. Terrible customer follow-up.
Employees Worked With
Brad, Ryan, Emily, Kris Krabill, Dena Henson
This was my first experience in purchasing a new car without my husband, who has passed away. I made an appt. with Jonathan Ward. He greeted me at our appointed time and was extremely patient with me. This was an emotional purchase for me and I so appreciated his kindness. He showed me every car on the lot until I made my decision. I have used this dealership for many years for service and I have always felt like they were interested in me and my car.
Jonathan Ward was an excellent salesman and allowed me to make this decision without pressure.
Everyone in this dealership smiles. A joy to do business with them.
Employees Worked With
Jonathan Ward & Chris Mitchell