John Roberts Toyota

Subject: Complaint Regarding Incorrect Part Order and Poor Customer Service Dear Toyota, Corporate / Dealership Management, I am writing to formally document and express my dissatisfaction with the s Poor Customer Service Dear Toyota, Corporate / Dealership Management, I am writing to formally document and express my dissatisfaction with the service I received from the parts department at John Roberts Toyota in Manchester, TN, regarding an order I placed on Friday, August 1. I ordered two ignition coils, part number 90919-A2005, and was told they would be delivered to the dealership by 9:00 AM on Saturday, August 2. On that Saturday morning, I confirmed the order status and was told I would be contacted once they arrived. I received a call around 9:30 AM and picked up the parts later that morning after. Upon attempting to install the parts, I realized they were incorrect. The part number on the items was 90919-02260, not the 90919-A2005 I had originally requested. I immediately contacted the parts department but was told by the staff that nothing could be done until Monday when the parts manager returned. On Monday, I spoke with the parts manager and explained the issue. Initially, he offered a refund if I returned the parts and suggested I reorder closer to home. I expressed a desire to continue dealing with his dealership, and he then agreed to reorder the correct parts and have them shipped to me with a return label for the incorrect parts. He promised delivery by 12:00 noon on Thursday, August 7. However, when I arrived home from work at 3:00 PM on Thursday, there was no package. I contacted the dealership again, and the parts manager told me the package was out for delivery and provided a tracking number. I followed up at 5:00 PM, but the manager had already left for the day. At 6:00 PM, I tracked the package again and saw that it had been delivered — not to my home, but to a Dollar General store in Bethpage, requiring me to retrieve it myself. On Friday morning, August 8, I received a call from the manager but no voicemail. I returned the call, and we had a heated discussion. He asked if I had received the package, despite having the tracking information that showed it was not delivered to my address. When I reminded him, he had guaranteed delivery by 12:00 noon Thursday, his response was dismissive, claiming he didn’t control FedEx’s delivery schedule and never made a firm guarantee. At this point, I had been without my truck for six days due to the original error in ordering the wrong part. The lack of accountability, poor communication, and dismissive attitude of the parts manager added considerable stress and inconvenience to an already difficult situation. I would like to request a review of internal processes to ensure proper part numbers are verified before orders are placed. More

Enjoying our new highlander. Thank you to Ben and Jordan. Both very helpful with buying our new car. Thank you to Ben and Jordan. Both very helpful with buying our new car. More

I gave 3 stars because they did help me to find the vehicle I wanted. I felt the sales person could have done better working with me on an out the door price. I searched other dealerships and found a n vehicle I wanted. I felt the sales person could have done better working with me on an out the door price. I searched other dealerships and found a new Tacoma with more options for $1400 less than their best offer. He did not offer to beat it or even match it. I did not buy at John Roberts. My advice is to shop other dealers to make sure you are getting the best price possible before closing any deal. More

I recently purchased a used 2015 Toyota Tundra from John Roberts Toyota in Manchester Tn. I met with salesperson Will Rigsby. We I arrived Will came out to great my wife and I. Will asked what we were inter Roberts Toyota in Manchester Tn. I met with salesperson Will Rigsby. We I arrived Will came out to great my wife and I. Will asked what we were interested in and he got the keys to the truck. We took the truck for a test drive and liked the truck and Will asked what it would take to earn my business? I told Will what I had to have for my truck and he said ok let's see if we can get this deal done. Will came back and we got the deal done. Easily the best and easiest automobile deal I have ever had the pleasure of doing. Highly recommend giving John Roberts Toyota in Manchester Tn. a try. More

Great on-line purchasing experiene working with Jerrick and the rest of the staff! They are proactive, professional and quick to respond. I couldn't have asked for a better experience or outcome. Love t and the rest of the staff! They are proactive, professional and quick to respond. I couldn't have asked for a better experience or outcome. Love the 2023 Camry XLE - it was exactly what I was looking for, down to the tinest detail. More

What a pleasant, easy experience dealing with John Roberts Toyota in Manchester TN. I have been looking at cars for about a year now. Not in a big hurry, just waiting for the right car, as I had a r Roberts Toyota in Manchester TN. I have been looking at cars for about a year now. Not in a big hurry, just waiting for the right car, as I had a reliable car I was driving, but an old car that I purchased brand new from a dealer in IL, so I have dealt with dealerships previously. Benjamin Blessing was the type of salesman you wanted during this process. He was kind, patient, attentive to my needs, showed me the types of SUV's that fit my budget and needs/wants, and followed up with me to remind me he was there if I had any questions or wanted to stop by. But not a pushy or rude salesman, as I have dealt with those many times. Well the right car was available, I reached out, he immediately got back to me, even less than an hour before closing and we set up a time for me to come in. Long story short, I bought a Toyota RAV4 and couldn't be happier. Ben made this whole process so easy and I highly recommend stopping by or getting in touch with this dealership if you are in the market for a vehicle. I also used their in-house financing, with Ascend, and that was also a very easy process. What I thought would be nerve-wracking and a little scary, was so easy. Ben, thank you!! I will definitely send any business to this dealership and have them ask for you!! Thank you JOHN ROBERTS TOYOTA and BEN BLESSING for making me a happy, satisfied customer. More

We purchased a 2024 RAV4 this week. Caleb was extremely helpful and patient explaining all of the features on the vehicle, while not trying pressure or upsell on something not needed. Caleb was extremely helpful and patient explaining all of the features on the vehicle, while not trying pressure or upsell on something not needed. All in all what can be very stressful, turned out to be a very good experience. I would highly recommend Caleb to anyone. More

Buying a car is usually stressful but Ben makes it more enjoyable! He’s not like your usual salesman, pushy and annoying…he’s friendly, patient and helpful! We just bought a 2024 Camry and it was the best, enjoyable! He’s not like your usual salesman, pushy and annoying…he’s friendly, patient and helpful! We just bought a 2024 Camry and it was the best, easiest car buying experience I’ve had! More

I was sold an 48 month 100,00 extended warranty on 2/10/21 only to find out it expired 1/1/23. My receipt for the warranty does not state or show the expiration date. Now I’m having to pay out of pock 2/10/21 only to find out it expired 1/1/23. My receipt for the warranty does not state or show the expiration date. Now I’m having to pay out of pocket for repairs that should be covered. No help from Toyota or the dealership. More

About a 2022 Tacoma TRD off road Manual transmission The company was very pleasant to work with The salesman Dan Davis was very knowledgeable. And was pleasant to work with. I give Dan a 5 star rating It's company was very pleasant to work with The salesman Dan Davis was very knowledgeable. And was pleasant to work with. I give Dan a 5 star rating It's a very pleasant to work with More