Glen Toyota

Awful customer relations Parts were not ordered in by appt date despite of being scheduled a week before. I was called near 5p to be told bc parts were not in car would not be Parts were not ordered in by appt date despite of being scheduled a week before. I was called near 5p to be told bc parts were not in car would not be ready till next day. I explained I had to work next day and not out in time for closing. I was told I couldn’t pick up Car bc it was dismantled already. So I had to borrow loaner until Saturday bc I was not going to leave or miss work to pick up car; This is why I made appt. Saturday pick up was the worse. Car was still NOT ready as flr mats I ordered were not placed nor car was washed etc., waited two hrs for car. Finally, I looked at mats not the ones I wanted as I clearly even said like the ones u have in ur waiting area with high ridges (weather). So, I went back in & informed Nicole. She kindly attempted to reimburse the cost to my bill, but a very rude &’very poor in customer service skills manager would not allow for her to take them back & return the money bc worker had opened the bag. Since when does opening the bag becomes customer’s responsibility if that was NOT the mats I ordered??? If that’s the case, mats’ packaging should not be opened by anyone until the customer sees them. Well, when I heard him refusing to return my hard earned dollar & I never even left the shop, I requested to speak with him in person. The manager refused to come out of his comfy office and speak with me about the mats. He said he had “already made his decision & had nothing else to talk about it”. Well, luckily a new younger manager somehow was God sent & with a clearer understanding mind was baffled when he learned about the situation and took the mats into the rude manager’s office to talk to him. Sure enough the younger(newer) manager returned with the matter resolved and I was reimbursed. I’m total I was at the dealers for 3hrs for what was suppose to be just a vehicle pick up. It was a horrible experience as I heard how rude & condescending that manager (whom I never saw bc he refused to come out and speak with the customer) spoke to Ms Nicole. I heard it bc he was on loud speaker at times and when he became even nastier she would pick up receiver so that I would not hear, but he was loud to her as well so I could hear what he was saying anyways. This experience I must add ruined my entire weekend as I became very stressed and anxious as he was attempting to make me pay for an item that was not the one I wanted. Mind you my bill was $1050. I have purchase a previous vehicle from your dealer and lease another one so in total 3 cars! Is this how this so called manager you have there treats long standing customers? He either should be retrained, demoted or just fired all together bc he does not know how to communicate to his workers either. I must inform Glen Toyota after all these years of doing business with you, I will not be purchasing, leasing nor repairing my current vehicle from your dealer and if anyone has any questions they can take it up with the manager that give Ms Nicole a hard time. Just as bad, then Nicole began to tell me my car was ready since Thursday, but I told her it may have, but if she recalled correctly I informed her I had to work the next two days and would not be out by their closing time; when I asked if I could pick my car and make another appt, she told me the car had already been dismantled bc they thought they would get the parts within enough time that same day of appt, but they didn’t. She began arguing then with me that I Picked up car on Saturday bc I wanted to and that those were the mats I wanted. I guess it was easier for her to place the blame on the customer then to resolve the issue that her & her manager just clearly have a terrible working relationship. This was truly the icing on the cake for me with this dealer shop. I do hope this complaint reaches corporate head quarters before getting back to Glen Toyota in FL. If someone from headquarters wants to speak with me feel free to contact me. More

Unprofessional I never received a call or voicemail to notify that my vehicle was ready for pick up and the rep just left for the day. I never received a call or voicemail to notify that my vehicle was ready for pick up and the rep just left for the day. More