My Review Of Toyota of Cool Springs :
My family and I drove an hour one Saturday from our home to Nashville to look at used cars since we had exhausted our selection near our home. We started with Toyota of Cool Springs because of a used 1998 Honda CR-V (~$4500) and a 2005 VW Golf (~$7541). Patrick Howard started by leading to where the 2 two cars were. I followed, but my wife (fresh off knee surgery) and our 2 kids were going to follow me, but there was a new gate that was closed (not locked, which I found out later) and Kenny kept walking toward the cars without even offering to open the gate for her to follow us to give her input on the cars. My wife said to just go since he wasn’t stopping, but this mad her really mad since Patrick Howard said he could have opened the gate after we got back. I chalked Patrick up to just being put out that I wasn’t going to buy a new car. Still, crappy….right off the bat. We walked past the 05 Golf (which was really nice looking and nowhere near the stock photo online) and I had to tell Patrick to stop to look at this car even though he was very hesitant to stop and show me the car. We glanced at it and then went to look at the CR-V and after not being able to get it started…I said I wanted to go look at the Golf. I then found out why he was so hesitant (to the point of not offering to unlock it to allow me to look at it)….there was a mechanic that worked there and he was interested in the car too. In fact, after I finally got him to go get the keys to open it, I found a pack of cigarettes. The mechanic had been driving the car home at night (Patrick Howard told me this) SMOKING in it for the past week or so. Let me add that the car was from a non smoker before the mechanic got it (I verified this with 3 different employees). Patrick told me that the mechanic was trying to get a loan for the car and that it was on hold for him until his paperwork results came back. Patrick also stated that he didn’t want to push the issue since he works with the mechanic and “doesn’t want to make him mad”. I immediately told him I didn’t care how mad the mechanic got or about his working relationship with him. I said you people are grown adults and should act as such. I asked why the car was posted for sale if it was on hold and never got an answer. I told him that I called that morning on the way there to see if the car was still for sale and the guy I talked to said that it was still for sale and never mentioned it being on hold. I wanted to test drive it, but was told I couldn’t because it was on hold, even though I was going to pay cash for the vehicle. I went to look at some other used cars in my price range and when I got ready to leave the main office I noticed the mechanic walking through the front door and was talking about getting the loan.
So to recap the 05 Golf situation:
1)I couldn’t test drive it because an employee wanted it.
2)The employee mechanic had been driving the car home SMOKING in it for over a week without his name on the title or loan application (which wasn’t even processed yet).
3)The employee mechanic stopped working on a car in the shop to go try to talk to someone about his loan. I can’t verify that he clocked out for this task, but with what has happened so far…I can assume he didn’t.
Now I told Patrick Howard that I was still interested in the Golf even though I still haven’t test drove the car yet (it was a really nice car and VW’s are great cars too) and Patrick said that he would find out about the loan for the employee and call me in an hour….that was said around 11:30 a.m. My family and I stopped by a couple of other dealerships to look and after a couple of hours (around 1:30) I called Patrick to see what he found out. He said he was going to talk to the accounting people and get back with me. I asked if he had already done that and he said that it has been busy and he would do that. I said ok and hung up. My family grabbed lunch and looked for about 2.5 hrs more before I called Patrick again. He said that he still hasn’t heard anything. I asked how that was possible, because if I had looked into financing the car…I would’ve had a response within 20 minutes (like most people). Patrick then put me on hold and transferred me to someone that said if I was still interested in the car, I could come test drive it. AWWWWW results.
When I got to Toyota of Cool Springs, I was greeted by Patrick Howard, which I immediately told him to go find me someone else to deal with. After a few minutes, I was dealing with another salesman, but didn’t get his card and can’t remember his name. He was OK, but while I was driving the car, the check engine light came on and the temperature gauge never moved. I asked if he knew why the temp gauge never moved and the guy said he never noticed it. I also asked this salesman how a car could be for sale even though it was on hold for an employee that wasn’t even approved to purchase it. The gentleman proceeded to tell me that he thinks the mechanic slide the paper work under a stack of other stuff to hide it and buy him some time to find out about financing. I was thinking about having to apply to work for Toyota of Cool Springs to buy this car since they take care of the employees over the customers. So when I got back to the dealership, I talked with a used car sales manager named Kenny Hedgepath. Kenny said the car was inspected by the mechanic that was interested in the car. I asked to see the report the mechanic did and he couldn’t come up with one. Kenny said he didn’t know if the mechanic filled out a report. Kenny didn’t even know if the mechanic had clocked out to do the inspection. I ask Kenny Hedgepath how it was possible for an employee to inspect a car for issues before it’s posted for sale and not fill out a report. Kenny said he thought that since the mechanic was interested in the car and wanted to buy it that he didn’t need to fill out a report. I proceeded to ask Kenny how Toyota of Cool Springs could post a car for sale that has claimed to be inspected by the shop and not have a report, but got no answer that would have made sense to a 5 year old let alone a paying customer. But what really got me frustrated with Kenny Hedgepath is that when I asked how an employee:
A)Who hasn’t been approved for financing in over a week (the other salesman mentioned that the mechanic has been trying for a few days to get approved),
B)Who doesn’t own the car,
C)Is allowed to drive a car home that is for sale to the general public, and
D)Is allowed to SMOKE in it without possessing the title of the approval letter from financing.
The answer Kenny gives me is just totally awesome….Kenny states that he has no control over what an employee does when he is in the car driving it. I sarcastically laughed a little and said that HE as the Used Car Sales Manager has the complete authority to prohibit and employee from driving a for sale car home and for sure NOT SMOKING in it. I asked what the owner of Toyota of Cool Springs would think about this situation. Kenny totally agreed with me on that but said that the mechanic was probably showing the car off to someone and had been taking it home for that reason. REALLY, so a mechanic not a salesman can take a car home and SMOKE in it to show it to someone!?!?! What kind of dealership is this??? The mechanics are salesman too?? Not a very good salesman…SMOKING in it. After all that Kenny said that he would have the car looked at to figure out why the check engine light was on and why the temp gauge didn’t move and should know something by lunch on Monday since the shop was closed on Sunday. Just so everyone knows I was still interested in the car. It was still early in the SMOKING to get the smell out…albeit a few weeks of constant cleaning.
The next day (Sunday) I was looking at cars again to get a list together, just in case the VW Golf didn’t work out. I noticed on Toyota of Cool Springs website that the Golf had went up in price $500 in the last 14 hours….even though it had not be looked at to see what was wrong with it. Now on Monday morning around 6:30 a.m., I noticed on either autotrader.com or cars.com that the car was priced for ~$8900 (YES….that’s right, over $1300 more than what it was selling for Saturday morning, even before it was looked at). Kenny did call me Monday around lunch to tell me that they were going to have to take it to VW to get it looked at since they thought it might be a thermostat, water pump or some temperature sensor. I can understand that, they are a Toyota place and German cars are different. I asked when they would know about the issues, but he didn’t know. I then proceeded to ask why the price went up to ~$8900. Kenny said that he didn’t know. I asked how a Used Car Sales Manger couldn’t know why the price on a used car in his lot going up. Kenny then just stopped talked about the money and asked if I wanted the car. I told him after all that I had been through; I was still willing to try to work it out, but having the price go through the roof and having no reason why, was unacceptable. I told Kenny Hedgepath that I wasn’t interested in car or any car from Toyota of Cool Springs. Kenny said that he did all he said he would do and he was correct. But I stated that he did something extra by trying to blow smoke up my skirt by telling me that he didn’t have control over employees SMOKING in a car that was for sale and by not explaining my the price sky-rocketed.
This was my fiasco with Toyota of Cool Springs. I only want to expose everyone to what I had to go through with them. I hope whoever deals with them has a better experience than I did. I would recommend that if you are interested in buying a car with Toyota of Cool Springs, you might want to fill out a work application. It seems like they take care of the employees better than the customers.
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