This is my first 1-star review (wanted to give 0 but this is not an option) and I don’t usually want to be a Karen but this is the thing:
My brother brought his first car - a 2021 Toyota C-HR last Wednesday, the sales representative who served us was Mitch Ariola from Elmhurst Toyota.
We’ve been a long-term Toyota customer, and Toyota have always been making durable and safe cars so we thought this car buying experience would be a nice one. But it seems that many things in our lives go by contrary, so as this car purchase experience with Mr. Ariola.
First of all, he claimed that the “ultimate elite” add-on is included without any additional cost, he’d give us for FREE. Of course, this is not the case, we ended up seeing $3k in the contract for that “ultimate elite”.
We also wanted to switch the cloth seat to leather seat because leather seat is easier to maintain, esp during this pandemic.
Mr. Ariola said the service dept wouldn’t be able to change it on that day when we bought the car because it has to be thru an appt and we’re asked to come back on the other day. He first suggested Thursday but Thursday didn’t work coz my brother had to work. He said he’s gonna call us tomorrow (5/6) at 9:30am to confirm if Saturday or next Wednesday would work. No one called us on 5/6. We also found out that the name was misspelled on the car registration (Yes! They can’t even copy the names right following the information on ID, why would we expect their services to be reliable?). We contacted Mr. Ariola again he said it’s his day off and Service Dept might be too busy to call or they might want to wait for Mr. Ariola to come back on Friday since Mr. Ariola was having his day off on Thursday.
Mr. Ariola said to call us on Friday, and of course nobody call us, as expected. We checked in with him again, no time frame was given, don’t know when the leather seat will be arriving too!!!! Seems like Service and Sales Dept ppl live in two different worlds and they don’t talk to each other.
We went to Elmhurst Toyota again on Saturday, and were able to meet with Mr. Ariola. He said John the boss of service dept was out for lunch, we said we could wait for him to come back, and then he said he’s already gone for the day and we’re asked to check in on next Monday morning or they’ll also be calling us! We told him we wanted to take the leather seats off the contract coz it’s been too long and nth was being scheduled or being done. Of course, nobody would wanna do that if you wanna make $$.
And today is Monday. Still, nobody called us, not even when we checked in with John. John claimed that the seat has arrived, who knows if this is the case??? My brother insisted to take this off, and John said he has to check in with the manager (wait?! Isn’t he the big boss of service?).
We understand it’s hard to make $ during the pandemic but this is not how you do business. Mr. Ariola, if you’re not capable to be a salesperson, don’t be, Elmhurst Toyota, if you can’t be a trustworthy dealership that can establish a long-term relationshop with your customers, don’t be, what you’re doing is ruining the reputation of Toyota. And dealerships like these should not even be existing nowadays in 2021, and of course won’t be able to survive in Japan if you know how timely Japanese respond (but again, of course you don’t).
If we don’t hear back by the end of today with an appt or resolution, we’ll file a consumer fraud complaint to Illinois Attorney General’s Office and the Federal Trade Commission. You know who we are and you know our phone number.