Bill Penney Toyota

4 April 2012: We have had our SX4 for a couple weeks now and we love the car! Recommend this dealership for good quality used cars. Jamie Guerriero is great to work with and very laid back but professional. and we love the car! Recommend this dealership for good quality used cars. Jamie Guerriero is great to work with and very laid back but professional. 20 Mar 2012: The dealer's customer experience manager, Cindy Huet, has worked with us after the initial bad experience and ultimately worked out a deal that gave us credit for the full amount we paid for the original car towards a reselection. We found another car that my daughter loves and our mechanic gave it a clean bill of health. Through it all, Jamie Guerriero has been great to deal with and I highly recommend him. If we need another used car in the future, we will go back to Bill Penney. 8 Mar 2012 UPDATE: I was contacted by the dealership Customer Experience Manager, Ms. Cindy Huet, and she and the Service Manager are working with me to resolve the issue. I am pleased that they have taken the initiative to contact me and are committed to resolving my concerns. I will update again once final resolution is reached. Recently purchased a 2007 Chrysler PT Cruiser (70K miles) on their used car lot. I worked with Mr. Jamie Guerriero and was quite pleased with my interaction with him, up to and including the purchase of the car. I had expressed concern about two primary issues – the timing belt and a vibration present in the steering column at speeds above 45 mph. With regard to the timing belt, was told the dealership would not change it before the sale, but that the dealership does offer a 30 day, 1,000 mile warranty on used cars. On the vibration, he said that he had asked dealership mechanics to look at the car several times and that they were unable to find any mechanical reason for the vibration, saying it was probably related to wear on the front tires. The tires are not new, but still have serviceable tread so my husband and I figured we would get two new tires and it would be taken care of. We bought the car for our 16 year old daughter who will start driving on her own in May, so we figured getting the new tires could wait until then. My daughter has driven the car less than 150 miles since we bought it on 14 February. This past weekend I had occasion to drive the car and felt that the vibration in the steering wheel was worse, so we took it to our mechanic yesterday. This shop has serviced all 6 of our cars for the past five years and I have found them to be both trustworthy and reliable. The mechanic indicated that the intermediate shaft in the steering column is bad and an upper bearing is loose in the steering column. He also said the timing belt needs to be replaced. He said the two front tires are out of round (contributing to the vibration but not wholly responsible). In addition the right side motor mounts and strut mounts are bad, also causing vibration. When he told us this, I called Jamie and asked if the warranty would cover any of this. He talked with someone, his manager I think, and said to bring the car by and they would look at it and determine if any of it was covered by the warranty. My husband and I went and picked the car up from our mechanic in Madison and drove to the dealership – walked into the service area and were promptly told that the warranty “only covers power train, it won’t cover any of that stuff.” So we turned around and left. My point is this – I described what my mechanic had found on the phone – it was not necessary for me to waste 90 minutes driving the car over to the dealership only to be told that the warranty did not cover it. I am not happy about spending approximately $1500 on a car I just bought, but I am really angry about wasting my time. Just saying buyer beware at this dealership. More

Jason was excellent when selling the vehicle, however, once the sale was done so was Jason. I gave the ratings above because of the following: 1. We were never told this vehicle came without a spare once the sale was done so was Jason. I gave the ratings above because of the following: 1. We were never told this vehicle came without a spare tire. 2. We were told it had cruise control and it doesn't 3. While the Credit Manager was finalizing the paperwork, Jason took us on the grand tour of their Service Department when we finished the tour and headed back to the Scion, there were about seven (7) mechanics around the car and they had all the doors opened as well as the hood and the trunk. One of the mechanics had taken it upon himself to sit in the backseat and lounge for awhile, our Sales person (Jason) said not one word like "Hey guys, this is a sold vehicle"! I found this especially disturbing. At anyrate, I discussed the above with Cindye who indicated she was the Director of Customer Service and she had said that the situation at the Service Department was appalling. I told her that not withstanding, my biggest concern was the no spare tire situation, so she talked to Mr. Penney and offered us a policy for the tires at cost. Well I felt I had no choice but to agree to accept the policy just for our protection against flats and the expense that would go with it. I was however very disappointed that this policy was not offered for free considering the way we were treated and lied to. But I guess the bottom line with Toyota is to get every dollar you can get. More