Coggin Toyota at the Avenues

It seems the folks at Coggin would rather talk about their “Customers for Life” slogan rather than actually engage in business practices which garner loyalty and trust from their customers. As a co their “Customers for Life” slogan rather than actually engage in business practices which garner loyalty and trust from their customers. As a consumer I expect to be treated with honesty, respect, and straight-forwardness. Healthy negotiations don’t bother me nor does a dealership profiting from my business. I don’t even mind a few mistakes along the way as long as people are upfront, accountable, and serious about correcting them. What I found at Coggin Toyota was a typical “used car dealer” experience, complete with deception, incompetence, excuses, half-truths, and denial. Here’s just a sample: 1. After nearly 3+ hours in the dealership, I was handed “a key”, NOT “the keys” to my Honda Ridgeline, and was told “Aw man the prior owner didn’t turn in his extra keys … you can get some at the Honda place down the street". Come to find out replacement plus valet keys are about $250. Shame on you Duane Clinton for not disclosing this upfront ... little surprises like that only lead to disgruntled customers. 2. During my Finance Dept. session with Kevin Davis, I was sold (against my better judgment) an extended warranty / service contract from Fidelity Warranty Services (the best in the business according to Davis). I knew I could cancel within 30 days with full refund, allowing me enough time to read & research this policy thoroughly. Come to find out there is a stadium full of people outraged at FWS and that the contract contains all sorts of handy exclusions and out-clauses. The most egregious out-clause states that a mechanical breakdown resulting from normal wear & tear of a part is only covered up to 50,000 vehicle miles, regardless of your plan's coverage limits. Think about it, folks, nearly every part that fails does so from gradual wear & tear. If the part’s failure was due to faulty workmanship or material, that failure would likely have occurred early on and be covered by the factory warranty, not FWS. FWS knows that gradual wear & tear on parts results in mechanical failure as vehicles approach & exceed 50,000 miles, which is precisely why FWS doesn’t cover you after 50,000 miles. Good luck trying to prove that a part which survived 50,000 miles suddenly then failed at 51,000 due to faulty workmanship or material … not going to happen. And don’t expect a class action lawsuit in front of a jury of peers to save you because you signed away you’re right to that under the arbitration clause of your contract. 3. Aside from the highly suspect Fidelity Warranty itself, the manner in which Mr. Davis sold the plan was deceptive. Phrases like “peace of mind” and “bumper to bumper” were emphasized in his sales pitch, but how is a plan “bumper to bumper” when it has 20 carefully crafted exclusions and a 50,000 mile cap on wear & tear? And what “peace of mind” can possibly come from worrying about whether some unknown outfit in Florida who already has your money is going to pay your repair claim? … Needless to say, if FWS wants a reason to deny you, they can likely find one. Go read for yourself all the horror stories on the various consumer websites. In hindsight Mr. Davis’ silence on the realities of FWS's contract was deafening. 4. When I specifically asked Mr. Davis if there was a deductible on the FWS warranty, he clearly stated “None”. Come to find out, Mr. Davis fibbed. There is only zero deductible if I take the car to Coggin Toyota for repair, otherwise it’s $100. Since I don’t plan on having my Honda serviced at a Toyota dealership 300 miles from my home, the cost of this contract just increased say $500 - $1000 over the life of the plan. When I later confronted Mr. Davis about his slip of tongue, he claims to not remember the conversation and said he probably didn’t understand my question. Trust me, there was nothing ambiguous or unclear about my question OR his answer. 5. Canceling the FWS contract with full refund is permissible (I did so only 2 days after purchase) but don’t expect seamless or expeditious handling from Mr. Davis. Of course when I was a buyer of the car/contract, Davis could generate 10+ pages of paperwork at lightening speed with a touch of button, but come time to cancel the contract and suddenly he’s fumbling all over himself like a newborn fawn. It took nearly a week of multiple emails, phone calls, failed faxes, and wasted trips to the local fax center to get it cancelled and apparently several more weeks before the refund will be applied to the loan. I suppose the theory goes “If we make it hard for the customer to cancel, then maybe he’ll just give up and we’ll keep our commissions.” I wonder what chapter of the “Customers for Life” manual this philosophy comes from? 6. Following the FWS cancellation I was casually informed by Mr. Davis that instead of my loan paperwork being re-worked, the warranty refund would be applied to the back-end of the loan. Essentially, this meant that instead of a 60 month term with a lower monthly payment, I would be forced to pay the higher monthly payment over a shorter term. I asked Mr. Davis to please reset the loan but he refused citing company policy. Even the lender (Suntrust) told me that Coggin could simply generate a new contract to pay off the old one and all would be fine. Again, Mr. Davis refused, apparently with the support of his manager. I guess another page out of the “Customers for Life” manual. 7. Coggin claims to do a 150 point inspection on their used vehicles … maybe yes, maybe no. Don’t expect to view a report of what was done or found … I never did. When I asked Duane Clinton what was performed on used cars, he basically said they put them through the works, implying everything is checked and serviced. However, my suspicions were raised when I realized later that day that the oil change indicator showed less than 70% oil life remaining. If the oil had been changed, why had 30% run off? Either the oil wasn’t changed or the indicator wasn’t reset. Hmmm … makes me worried about what else might have been ignored or overlooked … brakes, filters, fluids, etc.? Could it be that bragging about a 150 point inspection is more convenient than actually performing one. 8. I know two obvious things that didn’t make Coggin’s 150 point inspection list were: 1) Cleaning out the glove box where I found numerous registrations (boats, cars, trailers), pay stubs, and personal correspondence from the prior owner … Mr. Clinton said that is the prior owner’s responsibility but common sense dictates that the dealership do it as part of normal clean-up ... in this case it came back to bite them because I did contact the former owner about the missing keys; 2) I found at least three places inside the car where plastic molding had become noticeably disconnected from the lower upholstery requiring over an hour of my time to fix … Again, obvious stuff that should be part of a normal inspection & prep. 9. I’ve been buying cars for 25 years and never bought one from a dealership where they didn’t fill up the gas tank. The car from Coggin was handed to me with less than a ¼ tank. Again, not a “Customer for Life” move. 10. Because of my interest in a credible extended warranty for my vehicle, I inquired with Mr. Davis about whether Honda offers a manufacturer-backed product … his response was “I don’t know anything about the Honda plan”. (He also knew nothing about whether my car was still covered under the original factory warranty with Honda … a convenient absence of knowledge from someone who peddles 3rd party warranties for a living). Come to find out Honda DOES offer a reputable Honda Care plan and that Coggin Auto Group actually has a Honda dealership in Jacksonville or other Florida cities. Why Coggin doesn’t offer the option of a Honda Care plan on low mileage Hondas purchased within their network disturbs me … I guess Mr. Davis doesn’t care to take the time to find out or he simply realizes no personal financial gain by offering them to customers who wish to have them. What a shame that Coggin couldn't figure out a way to sell me a service that was actually worth the paper it was printed on. In closing, Coggin reminds me of those fast food hamburger commercials … the rhetoric & images of the burger look and sound delicious, but when you actually open the packaging the burger is sloppy, stale, and cold. In my dealings with Coggin, the product was edible but it sure left a bad taste in my mouth. “Customer for Life”? … Denied. My advice for Coggin -- “Walk the walk instead of talk the talk”. My advice for car buyers -- Walk somewhere else to buy a car and avoid Fidelty Warranty Services entirely. ***UPDATE*** As of August 28th (3+ weeks after my cancellation), Coggin Toyota STILL has not refunded me for the cancelled Fidelity warranty contract (nearly $1900). I am also owed a $1000 IOU check from my trade-in that Coggin told me would be sent "about a week" after purchase ... well, 4 weeks later and the mailbox is empty. I've sent multiple text and email messages to Duane Clinton, David Surguine and Joe Mcguire, but no one is answering. I even just asked for the name and phone # of someone in corporate AP but Cogggin's response has been complete silence. Beware, people, of this dealership! More

Duane and the Coggin team made the experience a very easy and painless. I was hessitant about coming to a dealer and sit through the old sales techniques but Duane was exceptional and treated us the right wa and painless. I was hessitant about coming to a dealer and sit through the old sales techniques but Duane was exceptional and treated us the right way. I will buy a car from him or Coggin Toyota in a heartbeat. Very Respectfully, Carlos Diaz More

Gary Marsh was the sole reason we purchased from your dealership. He keep on selling me when most would have given up and he should be recognized as a valued asset in your organization. The only thin dealership. He keep on selling me when most would have given up and he should be recognized as a valued asset in your organization. The only thing that bothered me about the experience or about how the transaction was handled is that someone else was brought in to this sale somehow and we are at a loss on how or why. We had test driven vehicles elsewhere. We had worked a deal elsewhere that Gary was competing against. And when we decided to come to the dealership to meet with Gary, he was at the doctors office. We were leaving and walked over to the vehicles to confirm something and Arun came over. We told him we were fine, but he was the car salesman you trained him to be. That being said we were there a total of 5 minutes and left-stating we would be in touch with Gary. The deal then was going the other way due to price, when Gary came through again and I awarded the purchase to your dealership due to his dilegence and buying local. When we showed up it was as if Gary was the assistant to this Arun?? Arun got half credit for the deal? Wrong from my wife and I point of view. This deal was due to Gary Marsh. Period. Thank you Gary. I will be looking for a truck in 4 1/2 years, but will secretly councel with you so that you get credit for the sale. More

I was unsure exactly what I was looking for and the salesperson with whom I spoke with was very helpful in answering my questions. Both the gentleman (Duane Clinton) that assisted me and the manager we salesperson with whom I spoke with was very helpful in answering my questions. Both the gentleman (Duane Clinton) that assisted me and the manager were sincere and helpful in order to ensure that I was happy with the vehicle that I purchased. More

The experience I had at Coggin Toyota was exceptional!!! From 1st impression to driving off the lot, the staff at Coggin was professional, courteous, and hard working. It all started with Gary Marsh my sa From 1st impression to driving off the lot, the staff at Coggin was professional, courteous, and hard working. It all started with Gary Marsh my salesman. He was great to work with. He was patient and persistent and I couldn't be happier that I made the decision to buy a crewmax from Coggin Toyota More

Got a deal on the car, finance went through, left with Got a deal on the car, finance went through, left with the car. Roughly a month later I get a phone call saying my loan wasn't complete. That they n Got a deal on the car, finance went through, left with the car. Roughly a month later I get a phone call saying my loan wasn't complete. That they need a proof of residency. I brought it in within a couple days. Then it gets real quiet again. I recently got a bank letter in the mail sent out 8 days after first payment was due. Which is in my grace period, BUT! I don't get paper letters the day they are writen. My first payment was going late regardless. I feel it's time to make a visit!! I go down there with the late bank letter, the only thing I have received since I got the car. NO TAG!, NO ACCOUNT NUMBER!, so here I am in 2 months in a car, late fees 30 days late due to a financing error only to get "why didn't you pay the account" NO ACCOUNT# "oh well you still should have payed" payed who? I didn't even know the name of my bank! VERY VERY LOUSY!!! POOR CUSTOMER SERVICE! I got everything from "Oh this changes everything, I'm going to get this fixed at the top!" to another finance lady VERY RUDELY raising her voice at me in the front of the store. I'm have been very patient through this whole thing. Nothing has been changed second payments all most due and I'm driving close to a month over expired tag, wont issue me another one. I love the car don't get me wrong. I am very happy with it! Just go to another dealerships. Yeah, you might get a juice, or a water, or a fruit while you wait to get your car fixed. but that same day I went. I sat for close to 2 hours waiting for my car to get a tire rotation. Yes, I made an appointment. there schedule was completely open. walk-ins were getting better service. There sign says "we will keep you up to date on your status." I was feed up at this point. And with writing this. Take your business else where, were a place they will own up to there mistakes, not push it on the customer. More

I felt the over all price was 1000.00 too high. As far I felt the over all price was 1000.00 too high. As far as Duane as our Salesman, I give him a rating above ther 5.0 This is my 2nd purchase here in I felt the over all price was 1000.00 too high. As far as Duane as our Salesman, I give him a rating above ther 5.0 This is my 2nd purchase here in the last 13 months. I would come to the Avenues again to do business. I did think the bartering over pricing and my trade-in took too long :2 hours. More

Gary was great throughout the entire process. Very patient and friendly. He followed through and resolved some minor problems with some accessories we wanted. It was a good buying experience and I wou patient and friendly. He followed through and resolved some minor problems with some accessories we wanted. It was a good buying experience and I would recommend him for anyone wanting to buy a car. More

I believe Good is a rating achieved by doing what you are expected to and only something beyond that deserves Great. Time, longer than I would have liked, to accomplish things contributes to a less than Gre expected to and only something beyond that deserves Great. Time, longer than I would have liked, to accomplish things contributes to a less than Great rating and no one ever thinks the price paid might have been higher than expected. The people dealt with were very professional in every way. I would recommend the individuals I dealt with as well as the overall dealership. More

Upon arrival at the dealership our soon to be salesperson Dameon James did not make us feel uncomfortable at all. He did not approach us as we exited our vehicle as most sales sharks will do. Instead he wait Dameon James did not make us feel uncomfortable at all. He did not approach us as we exited our vehicle as most sales sharks will do. Instead he waiting until we looked and acknowledged that we would need his assistance finding the type of vehicle we were interested in seeing. This first impression was great. He was very friendly and patient as we ended up spending a few hours there picking out the exact car we wanted. He showed us all the options available to us with the model we were interested in. He seemed trained very well and friendly. I highly recommend seeing Dameon if you want honesty, patience and guidance with a vehicle purchase. Thank you. More