John Roberts Toyota - Service Center

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

This dealership went above and beyond in getting my Highlander to the dealership for the 1 year service by picking up and delivering my car.. This was important to me because I'm in the covid high risk Highlander to the dealership for the 1 year service by picking up and delivering my car.. This was important to me because I'm in the covid high risk category since I had had open heart surgery and a later heart attack as well as other prior surgeries More

Went there for a duplicate key and I was in and out in 15 minutes they made it fast and simple, I have 3 car’s that I take there. Good and dependable service. minutes they made it fast and simple, I have 3 car’s that I take there. Good and dependable service. More

Went in for 85,000 mile maintenance. All work completed with no cost to me. Very good day! Car maintained by dealer since bought there. with no cost to me. Very good day! Car maintained by dealer since bought there. More

John Roberts Toyota always goes that extra mile to be sure they have done everything that’s needed. We look forward to visiting with them. sure they have done everything that’s needed. We look forward to visiting with them. More

Wonderful service and staff.Great communication and a thorough explanation of all work to be performed. Timely and professionally accomplished tasks. I could not be happier. Thank you John Roberts espec thorough explanation of all work to be performed. Timely and professionally accomplished tasks. I could not be happier. Thank you John Roberts especially J McGriff! More

Excellent service department! Jeremiah was really helpful with my needs. We did not have to wait a long time. Jeremiah also explained in detail how they patched my tire. helpful with my needs. We did not have to wait a long time. Jeremiah also explained in detail how they patched my tire. More

Very surprised none of the leaks I expected to be there were found. 5-star based on money saved. Also didn’t find a nail in my tire we a tow truck driver and myself both saw up close. But, thank God no lea were found. 5-star based on money saved. Also didn’t find a nail in my tire we a tow truck driver and myself both saw up close. But, thank God no leaks. Thanks guys. More

Roberts Toyota ManchestTn nice, friendly and not a long wait for oil chafe. Had coupon for 39.99 with tax should have been 44.00 right? NOPE!!! It was total 48.00 and had add on for ( shop supplies) For an wait for oil chafe. Had coupon for 39.99 with tax should have been 44.00 right? NOPE!!! It was total 48.00 and had add on for ( shop supplies) For an Oil change? Common that’s just Price gouging that’s what it is pure and simple , but they ( smiled a lot) !! More

One of the best places in Tennessee to buy a new car! The service department is fast and customer oriented. Would recommend them for all your needs. I live 30 miles away, but it is worth the drive. service department is fast and customer oriented. Would recommend them for all your needs. I live 30 miles away, but it is worth the drive. More