My review is lengthy but please read. I don't want anyone else to endure what I did at Corwin Toyota of Bellevue.
I visited Corwin Toyota of Bellevue on 2/9/19 because I was interested in a used Toyota 4Runner they had available. It's the first time I'd ever been to Corwin. As soon as I stepped out of my car I was greeted by car salesman PJ Smith. Very friendly and polite. We spoke for a while, he took down my information, and then we looked at the 4 Runner together. After looking at the car we went back to his desk and spoke more. I let him know I wouldn't be purchasing this vehicle at this exact moment and needed to discuss with my wife before proceeding. PJ brought over GM Francis Borts to introduce each other and we spoke more about my vehicle interests. Francis left and then things started to not feel right...
All the while I was looking at the used 4Runner and speaking with PJ and Francis, the dealership took my car out for a test drive. After a lengthy period of time and sitting at PJ's desk in silence my car still had not come back to the dealership. PJ got up multiple times to check and see what was going on.
Finally the General Sales Manager Joel Serfass walks into the door with my keys. Joel hands me the keys and tells me while test driving my car my check engine light came on and his service department told him the car computer was indicating a high wastegate turbo overboost condition. This has never happened before so I'm very skeptical and make him show me whats going on. When we get into my car I can tell right away just how aggressive Joel was during his test drive. The inside of my car spelled like a burning clutch, three warning lights are now flashing on my dashboard, and my boost gauge recall is showing a new peak boost around 7 PSI higher than it was previously. (My investigations after the fact show this error comes on when the car's computer senses a dangerously high boost pressure from the engine’s forced induction system which can compromise the engine’s structural integrity.)
Looking for answers I spend over hour going in circles with Joel Serfass and Francis Borts. Neither will admit fault in the situation because they both know it's Joel's word against mine. Joel tells me my car is a performance car so he has to push it but wouldn't purposely try to break it. Francis tells me it's a machine and machines can break and that it's just an unfortunate situation. Francis also says the service department is too busy and cannot diagnose the vehicle at this time. Neither do anything more to find the root cause of the problem or try to remedy the situation. Instead they begin leveraging it against me as even more reason to trade it in and buy a vehicle from them immediately. Finally, after a lot of back and forth, I convince Francis they need to schedule me an appointment with the service department in the coming days. Francis says "I want to make this very clear. I can ask them try to find the problem but we will not be paying for any damage if found on the vehicle."
At that moment I knew I just needed to leave and never step foot in a Corwin dealership again. I have never experienced such a glaring lack of integrity, respect, and customer service in an organization. Francis Borts's demeanor went from extremely outgoing and courteous when they thought I was buying a car to distant, disinterested, and disengaged when a problem arose that needed to be solved.
At this point all I can do is share my extremely negative experience with others and warn people to be very cautious if dealing with Corwin Toyota. PJ Smith was good to talk with but Francis Borts and Joel Serfass are setting a terrible example as to how to run a customer service based organization. I will never deal with a Corwin dealership again and will always share this negative experience with family, friends, and colleagues going forward.