Hendrick Toyota of Wilmington

Best Car Buying Experience Ever This by far was not only the best car buying experience ever, it was mine and my families best customer service experience. We are from the great stat This by far was not only the best car buying experience ever, it was mine and my families best customer service experience. We are from the great state of Ohio and had just finished our family vacation at Topsail Beach, North Carolina. We were up bright and early and hit the road for our 10 hour trek back to home at 7:20am. On our way out we stopped and took our last family photo from an awesome vacation, topped off the gas tank, and was making our way south on 17 towards Wilmington, when at 8:10am things took a turn for the worse. Our 2012 Toyota Sienna started acting funny and as we pulled up to a stop light every light on the dashboard came on, it looked like the Clark Griswold's house from Christmas Vacation. The brakes were gone and after we finally got stopped I looked over to my wife and said this motor is going to die. Sure enough it did. I was able to get it started and get through to the next stop light, and then into a parking lot where we sat for a moment pondering what we were going to do and realizing we were in a real live nightmare. Our 3 children were exhausted and ready to settle in, watch a movie, and get some rest on our journey home. After taking that moment I looked online for a local Toyota dealer, and as you can guess, we were only 17 miles from Hendrick Toyota. I called in and spoke with Joe Honeycutt, Assistant Service Manager, and explained the predicament we were in. Joe was extremely helpful and told that if I could get the Sienna to him he could get it looked at and get us back on the road. At that point we were thinking it was something with the ABS system or bad coils. So, after a short wait on trusty AAA, were on our way to Hendrick Toyota by 9:30am and to Hendrick by 10:10am with a broke down van and my family of five all piled in the AAA tow truck. Upon arriving, we talked with Joe and gave us the rundown of what to expect, then he gave us a quick tour of the awesome facility of Hendrick Toyota. The kids were on cloud getting to watch a 70" TV, snacks and hot chocolate. My wife was so relieved when Joe showed her the Starbucks coffee machine in waiting area, exactly what she and both needed, to calm our nerves down. So far, so good. As we sat and waited patiently for about 1-1/2 hours Joe came out and told us that it was going to be around 4-5 more hours before they would know anything because the Technician (Kevin) couldn't get the van to hold enough compression to run the tests needed and that they thought it was bad coils. Not terrible at this point but, 4-5 hours is a long time to wait, especially being out of town and nothing to do other than sit and wait. Well, Joe took care of that as well, he gave us options of taking a shuttle to some local places or getting us a rental that we could go and explore and get something to eat. I would have never guessed that this was even an option, nor something that a dealership would even offer. So, to try and make the best of the bad situation we were in, we took the rental and had a nice lunch on the intercostal waterway. Upon finishing lunch a huge black cloud loomed over us and we just made it to a local shop when the rain let loose. This is when the story goes from bad to worse, I received a note from Joe that he had information for us. Joe called me and began to tell me the bad news that our Sienna's cylinders 1 & 3 valve springs had broken or collapsed and basically ruined our motor. Not exactly the type of news one wants or expects to hear being over 600 miles from home in the late afternoon on a Saturday. So, my wife and I, sulking at this point and trying to figure out what we were going to do next after what felt like getting punched in the gut, decided to head back to Hendrick to explore our options. Upon on getting back, Joe was so apologetic and really felt for us being in this situation. Since it was a Saturday, Joe really tried to do everything for us by giving us multiple options ranging from repairing the existing engine to replacing the entire engine to get our Sienna repaired, but it was going to take some time, like 1-1/2 to 2 weeks’ time. This was our worst nightmare coming true, or so it would wit seem. My wife and I felt like we were really stuck between a rock and hard place at this point. I mean who plans to go on vacation and be faced with the dilemma that we had found ourselves in. At this point in the day, there wasn't a person in the entire Hedrick family that didn't know our story by now. Joe and the service Team of Greg Veasey & Jeff Roark were FANTASTIC throughout this entire process. This is where the Hendrick Team really went above and beyond. At this point, they had already talked with the sales Team and brought them up to speed on everything we had been through on this day. My wife and were in no way thinking we would have to buy a different vehicle while on a vacation and really felt like we were cornered. So, reluctantly, we decided to look at different vehicles. We were dead set on another Sienna, because of our children, the comfort, the amenities they offer, we were not going to settle for anything less. So, after being introduced to Gene Jewell III, we began the next chapter of this story. As we were headed to Hendrick's impressive inventory of vehicles we noticed that there was only 4 new Sienna on the lot and 2 used ones. My first question to Gene was for so many vehicles only 6 Sienna's? His response was spot on stating that they cannot keep Sienna's on the lot, they are gone as soon as they arrive and that most people order them in. I know this because as i was recalling when purchased our 2012 Sienna, we ran into the same scenario, which took us a month to find what we wanted. Upon looking at the 4 new Sienna's we quickly realized that they didn't have what we really wanted. We had to take a step back and look at this experience from the perspective of what we do/want if we were not the current situation. We didn't just want to buy something, to buy something. With that we, had a couple of stipulations, the van had to have seating for 8 and the DVD package. Unfortunately, of the 4 new ones, none of them had these options. So, on to the 2 used, both of these were not what we wanted. So, Gene then proceeded to tell us that they had 2 more used ones in the back that were not in the inventory and we could look at them. After walking to the back to check out these 2, again, not what we wanted. At this point things seemed pretty bleak and we had resigned to the fact that we were going to stay the night in Wilmington and get a rental the next day to get home and figure out another option the next week. When I look up and see the exact same Sienna (2018) color as our 2012, a glimmer of hope is what we were thinking. Gene took us over and the minute we opened the doors we knew we had found the one. Gene went in and to get the story and then came back out, looked at us and delivered yet another round of bad news. This Sienna had already been purchased. So, licking our wounds we head back to the waiting area to figure out our next steps, when Gene comes back over and gives us the best news we had received all day, he says to us, I have a Sienna, exactly like the last one we just looked at, 98% identical, it was just a different exterior color. The caveat was it was about an hour away still. So, we continue with making plans for the evening and the next day when Gene comes back and says the Sienna is less than 10 minutes away and wouldn't you know it, it rolls in, in less than 2 minutes. We go out and take and peek and it was everything Gene had promised. At this point it is around 4:00pm in the afternoon and feeling like we have run a marathon (literally), we talk with Gene and Joe again. Many of you can relate to traveling with a family of 5, but perspective here, we have 5 peoples luggage, all of our beach gear, a cooler, oh and I need to mention we had a topper on the top with our beach chairs, boogie boards, amongst several other items. I am talking a lot of stuff. Not only that, the 2018 Sienna we were about to purchase didn't have the bars on top and we needed these to get everything home. Gene and Joe both said, we will take care of that. I had also, just put on a new hitch for our 5 back rack and air bags to help level out the ride the ride with the extra weight of the bikes. That is when Joe stepped in and said we will do anything to get you back on the road and will switch all of this over to the new 2018 as long as it fits. It is now getting to be close to 5:00pm and the service team is done at 6:00pm. Joe and put 4 techs on getting everything switched over from the 2012 to the 2018. This was Truly Exceptional customer service, none like we had ever experienced. The entire Hendrick Team was dedicated to getting my family taken care of and back on the road. So, finally, at 7:00pm we were headed back to Ohio in a brand new 2018 Toyota Sienna! I am not the type of person that writes a review, actually this is my first one. I wanted to let everyone know what an Exceptional experience we had with the Hendrick Team, from the beginning we were treated with the utmost respect, empathy and concern for our family’s wellbeing. I want to extend my deepest gratitude to Joe Honeycutt, Greg Veasey, Jeff Roark, Kevin(Technician), Gene Jewell III, and Jake Scott for taking such great care of us. We were not pressured by the staff in any way and this group of individuals turned what we thought was a nightmare into one of the highlights of our vacation. Joe even called me a few days later to make sure we made it home safely and that we enjoyed our new Sienna. As you can see, the Hedrick Team is outstanding and live every day to deliver a Truly Exceptional experience. I have told all of my friends, family, and colleagues about this experience and that even though I am from Ohio and 600 miles away, I will be back to buy my next Toyota from Hendrick! Thank You Hendrick for living your core values! Sincerely, The Henderson family More

70K service check I purchased my brother's 2010 Camry LE a couple of weeks ago and it needed a service check. He has dealt with Toyota for serveral years and was pleas I purchased my brother's 2010 Camry LE a couple of weeks ago and it needed a service check. He has dealt with Toyota for serveral years and was pleased with Paul Eldridge, so I called Paul to handle my vehicle. He was professional and a pleasure to meet. More

Easy new vehicle purchase The Tacoma is the 3rd vehicle I have Purchased from Hendrick Toyota and have always had a great experience. The sales people are experienced and ver The Tacoma is the 3rd vehicle I have Purchased from Hendrick Toyota and have always had a great experience. The sales people are experienced and very helpful. The service department is the best I have ever worked with. More

Good experience Dealer did a great job on fixing my tire and setting up appointment for my wife’s van. Steve Bender was great to work with. Dealer did a great job on fixing my tire and setting up appointment for my wife’s van. Steve Bender was great to work with. More

Great service at Hendricks SYLVIA JEFFCOAT is our go-to person at Hendrick's Toyota of Wilmington. She provides professional attention to detail with personal kindness and care. SYLVIA JEFFCOAT is our go-to person at Hendrick's Toyota of Wilmington. She provides professional attention to detail with personal kindness and care. Service with a smile. More

A Bit of a Disappointment My service was completed in a timely fashion, but I had two disappointing experiences: 1. My appointment was at 2:30 p.m. and I arrived at the ser My service was completed in a timely fashion, but I had two disappointing experiences: 1. My appointment was at 2:30 p.m. and I arrived at the service garage on time. It was 20 minutes until anyone from Hendrick approached me. In fact, employees walked past me to greet customers who arrived after me. Eventually, a service representative came to me to address my needs. She was very professional and accommodating. 2. My scheduled service, a 110,000 mile scheduled maintenance and state inspection, was completed in a reasonable time. I was disappointed to find, however, that my car was found to have a leak in the shock absorber system and that the rear brake pads were approaching a point where they will need replacement. I would have liked to have had that work done while I was there, but that option was not offered and I will have to make a return visit. I have just moved to the Wilmington/Carolina Beach area and this is my first Hendrick experience. For the past 16 years, I have been receiving exceptional Toyota service from Mark Jacobson Toyota in Durham. Appointment or not, I never waited even 5 minutes to be greeted and have my car's service needs addressed. Furthermore, if any issues beyond the scheduled maintenance were found, I was advised of the problems as they were found and offered the opportunity to have them resolved during the visit. As such, I found this Hendrick experience to be a rather disappointing. More

Routine maintenance Brought our Highlander for the routine 65k maintenance schedule. Everything was addressed in the quickest time ever for service. We arrived at our a Brought our Highlander for the routine 65k maintenance schedule. Everything was addressed in the quickest time ever for service. We arrived at our appointed time and 45 minutes later received an e-mail stating work was complete. Great service! More

Excellent customer service. I always try to make an appointment with Paul. He is trustworthy, reliable and personable. I have never had a problem with my car’s service upon l I always try to make an appointment with Paul. He is trustworthy, reliable and personable. I have never had a problem with my car’s service upon leaving. More

Service Department KUDOS to the service department for fast, courtesy, & professional service of our new RAV-4. It's been a joyous experience from our purchase to our fi KUDOS to the service department for fast, courtesy, & professional service of our new RAV-4. It's been a joyous experience from our purchase to our first service experience. We'll be back for more. More

Great Service Toyota is a great vehicle and this is a great dealer to work with. The salesmen are the very best and helped us get the deal we needed! I really enj Toyota is a great vehicle and this is a great dealer to work with. The salesmen are the very best and helped us get the deal we needed! I really enjoy working with this dealer, the salesmen and everyone there. More