Amir Cherkaoui

María Villar responded

The reality is that we were ready to buy the vehicle yesterday. The only issue left to discuss was the tire option. We were not asking for anything unreasonable—just for someone to take a few minutes to explain the available options so we could make a final decision. Unfortunately, the new manager involved did not even extend that basic courtesy. While Amir was assisting another customer, we waited in our vehicle for over an hour in the sun outside Amir said that the manager was coming to talk to us he did not. What was most frustrating was seeing this manager standing around talking with other managers while completely ignoring us, despite knowing we were there to close the deal. This was not about price. It was not about financing. It was not even about the tires. It was about customer service, communication, and respect. A simple conversation and a willingness to help could have closed the sale. Instead, we felt dismissed and unimportant. As the spouse of a veteran and accompanying a senior citizen, I found the lack of courtesy particularly disappointing. We walked away not because of the vehicle, but because of the experience. I want to again recognize Amir for his professionalism and efforts. Unfortunately, the actions of this manager overshadowed what otherwise could have been a successful sale and a positive experience.

María Villar responded

Steve we would like to update our previous experience and thank the team at Toyota for taking the time to immediately address our concerns, find and talk to the manager. We truly appreciate that you listened to our feedback and took action right away. Today, we returned and successfully closed the deal with Amir. Throughout this process, we could clearly see that Amir was working incredibly hard, running between multiple clients while still doing everything he could to help us. This experience reminded us that teamwork and support from managers are incredibly important. While our initial experience left us feeling overlooked, we appreciate that you took the time to listen, understand our concerns, and respond appropriately. Strong leadership means supporting both customers and staff, especially during busy moments, and we were grateful to see that effort made. That said, what happened is behind us now. We appreciate that management listened to our concerns, took them seriously, and acted quickly to address the situation. The apology was sincerely appreciated, and we chose to move forward in good faith. In the end, we were able to close the deal, drive home in a beautiful lunar rock truck, and recognize the outstanding effort Amir put into helping us throughout the process. We hope this experience serves as a reminder that teamwork, communication, accountability, and treating customers with respect make all the difference. Kindness, respect, and hard work go a long way in any profession. We appreciated that the manager took the time to stop by and personally apologize. It takes humility and character to do that, whether in sales or in life. One of the most valuable lessons in any workplace is that when you help your coworkers succeed, everyone shines. We hope something positive was learned from this experience, just as we all learned something from it. Most importantly, we are incredibly grateful for the deal we received and for the beautiful truck we drove home today. While we did not get the aggressive tires we wanted, you listened to our concerns, and that truly matters. In the end, feeling heard and valued as customers made all the difference. Thank you, Amir, for staying committed from beginning to end and for truly shining all the way through the process. We wish you and the entire team continued success.