Fitzgerald Lakeforest Toyota

Fitzgerald Lakeforest Toyota responded

Thank you for giving wonderful feedback regarding Chris Collins. We are happy that you are pleased with your vehicle and the purchasing transaction.

Fitzgerald Lakeforest Toyota responded

Mr. Shim, Thank you for giving me 2 minutes to try to address the details in your online review. I wanted to address the used Lexus you have shown interested in and the concerns with the tires needing to be replaced. First I wanted you to know the current Maryland State Inspection requirements require a vehicle to have 2/32 of an inch tread remanding in 3 locations around the tire. We believe that requirement is too low therefore we replace tires during our used car reconditioning if the tire tread is under 5/32, a much higher standard than the state requires. The Lexus you had concerns with during our inspection process had measurements of front tires at 5/32 and rear tires at 2/32. The rear tires were replaced as a result of this inspection. The Michelin tires installed were the Michelin Premier LTX 235/55R20 102V that have 8.5/32 of tread new. Using the measurement of 2/32 is replacement depth, a tire with 5/32 still has 50% of usable tread life remanding. This not only exceeds the Maryland State requirements by more than double but we do not feel these tires at 5/32 require replacement at this time. I was advised our Sales Manager had offered to replace the two front tires at our sales cost but you declined this offer. Thank you for letting me know at the end of our call that your review is from the customer perception and not actually factual. It was clear to me that the facts were not important to you. We stand by our current processes and standards that delivery a higher quality used car at the most consumer friendly price possible. I wish you the very best in your used car buying search. Gil Briggs Fitzgerald Auto Malls

USMC1981 responded

Mr. Gil Briggs, Thanks for giving me a call yesterday. I was in middle of work and I do apologize that I was not able to speak with you for any longer than 2 minutes. Regarding those tires, I perfectly do understand that what you have done are minimum standards regulated by the state of Maryland. However, what I observed was around 15% left on tires tread. Even your sales manger Mr. Phil Formichelli did indicate that it had around 15k miles left on tires. Do you honestly believe that 50% of tire tread could only last about 15k? I feel that there might have been misunderstanding there between two managers. To entertain, if you have documents to support current condition of the tire tread, please do let me know. However, as we know, the vehicle was in the market for close to 2 months, accumulating about 100 more miles than what is advertised to sale. I just hope that you don't attempt to share inspection report that was done months ago when you thought the tread was at 50%. I also do believe that it is pretty unethical that what you advertised for sale is about 100 miles less than actual mileage. Was it also to attract the customers? Also, I just did not understand why the rear tires were changed, but not the front ones. Was it also to lower the price and obtain more attraction from the customers? In my view, I have observed multiple things that conflicts with your dealership's visions in attempting to achieve, "acts as a guideline for the way we treat our customers" and "part of our unique way of doing business that has helped differentiate us from other auto dealers". This is from your dealer's website. I clearly did not see that within this dealership and I only saw that you are acting on only what is required, at bare minimum standards. Mr. Gil Briggs, I would like to respectfully recommend one last thing. I know it might have been quiet long time since you took any basic/fundamental customer service courses. However, when you contact the customer during middle of day with an item you would like to discuss, I would recommend you to ask them if, 'now is the best time speak'. This would show what type of respect you have for your customers and their safeness in case they are on the road. I have tried best to listen to your words while working, but 2 minutes were the longest I could speak with you at that time. Also, you mentioned that within my review I indicated that I wanted be contacted by Mr. Phil Formichelli. However, that was not true. Only purpose I wrote that review was for other customers to see that your vision statement differs with I have personally observed. Respectfully, Shim

Fitzgerald Lakeforest Toyota responded

Your comments were forwarded directly to our General Sales Manager. Thank you for providing wonderful feedback on our associates that were trained to provide "The Fitz Way".

Fitzgerald Lakeforest Toyota responded

We are happy to hear you enjoyed your car buying experience at Fitzgerald and hope your wife loved the present! Thank you for your kind review of your experience with Chris.

Fitzgerald Lakeforest Toyota responded

Hi, Jennie. Thank you for your feedback. We would like to discuss your experience in further detail. Please contact our General Manager, Eric Washington, at 301-670-4800. We look forward to hearing from you.

Fitzgerald Lakeforest Toyota responded

We are happy you enjoyed working with Oscar. We sincerely thank you for your business and hope to continue serving you for many years to come!

Fitzgerald Lakeforest Toyota responded

We are happy to hear of your positive experience with our location once again. Exceptional deals and positive customer service come standard with the dealership. Thanks again for the great review!

Fitzgerald Lakeforest Toyota responded

We are ecstatic of your strong recommendation of the staff and dealership! Do not hesitate to call if you need anything. Be safe on the road.

Fitzgerald Lakeforest Toyota responded

We are ecstatic of your strong recommendation of the staff and dealership! Do not hesitate to call if you need anything. Be safe on the road.

Fitzgerald Lakeforest Toyota responded

Thank you for your kind words for Chris and the team! Enjoy your new vehicle and happy holidays!