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JOHN PENA
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50 Reviews
50 Reviews
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50 Reviews of JOHN PENA
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July 09, 2023
Excellent customer service from the employee that received my vehicle (I can't recall his name), he explained everything to me, and even provided some feedback for future services. Overall excellent received my vehicle (I can't recall his name), he explained everything to me, and even provided some feedback for future services. Overall excellent , efficient and fast service! I will definitely be back to Cowboy Toyota. Thank you More
by djordan
Other Employees Tagged: Justin Auchter, SHELLY JACKOWSKI, CARLOS LOPEZ
July 08, 2023
Horrible customer service experience with John Pena! I have been working in customer service for 25 years plus and the tone and approach taken by John on 6-3-23 is unacceptable! My original service desk I have been working in customer service for 25 years plus and the tone and approach taken by John on 6-3-23 is unacceptable! My original service desk member was out on this day and I was told to go to another desk and a new service member could help me. John desk was the first desk I saw available (i see why). Educated him why I was at his desk then he proceeded to help me. Walked out the car came back in said your sticker is expired and you need wind shield wipers. Informed him I had sticker just haven't put it up also Informed him the dealership (Toyota Cowboy) did my inspection and just approved my whipers. Ask the question "however did you see my request in the notes for my un under shield on my car loose ". At this time he thought I was speaking about me tire shield I was talking about my rain shield under my car. Told him not sure if I did it or them however Cowboy is the only company works on the car. Explain to him if I did it meaning ran over something I would pay for it( this turn into a aggressive debate). John informed me they wouldn't remove it then proceeded to walk outside to look under the car. Told me yes its off and it would be 160.00 for them to even look under my car not to fix. However let me remind you I bought this car at the same dealership and they have service my car since I have had it for everything. He proceeded to look at the computer for sometime and then say you only have 1 oil change left and 3 tire rotation left . At this time I ask to look at what he was looking at because no one had informed me of that thus far. I never got the paper work due to being concerned about other things I didn't appreciate John tone, body language, over all attitude. All I wanted was oil change and to fix under my car. My appointment was at 9:30 on a Saturday and was told no one could look under my car on that day even though I had already explained 4 days prior why I was bringing my car in. Final I said xxxx and John replied "What" I replied "You, your customer service is horrible". He replied back "I'm just direct". I said to him it's okay to be transparent however your approach and tone was completely off and wrong. The debated continued on all above what we were speaking about. The conversation ended because I decided to walk off due to appointment I had to attend. In the mist of heading to my appointment I became more irate due to the fact of what had just happened and all the business I have gave this company. After thinking this over I decided to go back and speak to the service manager Justin. Justin and I walked outside to discuss the situation. Informed Justin of everything that happened and how upset I was due to the bad experience overall. He listened and apologized for his (John) actions and said he would speak to him (that was it). I said Justin I get it that you're going just talk to him however I am a manager as well and if my employees to this action I would be furious along with given disciplinary actions. This really made me want to file a BBB even though he apologized (I really felt due to the conversation he wasn't going to talk to him). Justin tells me "It want do any good filing a complaint with BBB due to the situation". Justin again you can never judge a book by it cover I told you I work in customer service for 25 years plus and most of that is in management (and still work in management). BBB's are meant for this very same reason to share your experience! Told Justin moving forward I would contact him to schedule a appointment to look under my car in the future (because he is the service manager) however never want to deal with John again and hope he doesn't give anymore customers bad experience in his words being direct! Very disappointing. More
by tshombie229
April 11, 2022
First service appointment. It was super fast, I only had to wait about 30 minutes. The service person was kind and professional. They washed it too. The waiting area was clean It was super fast, I only had to wait about 30 minutes. The service person was kind and professional. They washed it too. The waiting area was clean and they had hot coffee. More
by KR
