Reason for Visit: Service
I recommend this dealer: Yes
Employee(s) Dealt With: Phillip Barrentine
My Review of World Toyota:
Dear Chris:
Inasmuch as auto service people might routinely get slammed with complaints and disparaging feedback, regarding customer service and treatment, I want to take this opportunity to provide you with what I experience with one of your staff -- Mr. Phillip Barrentine.
Earlier this week, I brought in my wife's (Patty Joy) car for some assessment and service. From the moment of arrival, and Phillip greeted me and began querying me on the car's situation, I had that comforting sensation of "everything is going to be alright". He was attentive and quite thorough and was considerate, as he shared the findings and helped me to triage the most urgent of the issues.
Once ready to leave, I incurred some issues with my GE credit card, which prevented me from taking delivery of the vehicle. Understanding my frustration ... and unspeakable embarrassment ... Phillip sprang into action to make a loaner car available, all the time assuring me that it was no problem and things would be alright.
Tail between my legs, I left to retrieve my wife's card card so that I might return and pick up the car. However, we later discovered that, despite her timely payments and paid-off balance, the card company had slashed her limit, without the courtesy of an advance notification. Once again, I was completely humiliated, BUT Phillip remained reassuring, as he continued to service others and help me cope with nearing my rope's end. To top it all off, I dropped my ice tea jar in his office, shattering it, along with my ego, as I left, again, promising to return the next day with my reactivated card, which I did, yesterday.
Just so you know, being umemployed since April, I am attempting to launch my own company, and, as we converge on our funding sources, it could not be a worse time; so, my life is rather distressed, right now. But, people like Phillip helps to shoulder what was feeling incessant and paralyzing.
Chris, please forgive the protracted diatribe, but I wanted to provide you with a fuller picture of what I faced, this week, and how Phillip went WAYYYYYY above and beyond and never let his own frustration(s) show ... and I just KNOW he had to be feeling some. Your posted commitment to EXCELLENCE clearly is exemplified by Phillip, as I am sure is seen in the behavior of others under your tutelage and managing direction. However, I wanted to write specifically on his behalf and let you know that he Walks The Walks of World Toyota's Excellence Standards, and I look forward to continuing to trust the service of our vehicles to you guys.
Having been a managing executive at Home Depot and The Coca-Cola Company, I realize that managers, as well, too often go unthanked; so, thank YOU, too, Chris, from people like Phillip.
All The Very Best,
Milt Thomas/Patty Joy
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