"In for an oil change and car not even moved from spot for 4 "
I took my car for oil change (walkin) on 09/12/2017 @ 10:40AM. My service advisor said it will be ready by 12:00, when i didn't hear back so I called at 1:00 for an update, still not done but given another time of 2:00. I showed up at 2:30 to pick up car, still not done, service advisor made few excuses like maybe mechanic were at lunch etc but they are working on it, I went out and my car was still parked outside after 4 hours and was not even in garage.
At that point I asked him that this is totally unacceptable, I have always walked in for an oil change and it has never taken this long, he brought Joe Kerns (service manager) in to equation, I asked point blank that I would expect a free oil change at this point since my day off has gone to waste and i would have to come back now, he refused but offered some discount for me which I refused. I was in flip flops on my day off, I guess if I was in a suit and tie he would do it but that was a last day that I would step in this dealership in Woodbridge Vitginia. I went to Priority Toyota in Springfield Va yesterday, got oil change done in less than 2 hours, waited in there brand new customer waiting area, and they were $20 cheaper than Lustine Woodbridge as well. I live in Woodbridge but from now on I would never go back to Lustine, thanks to Mr. Joe Kerns!!
- Alexi Mojsejenko
I have absolutely nothing positive to say about my experience with this dealership. Sales associates seemed incompetent and were hard to get a hold of, also they did not seem to be in communication with each other. I was told to submit a wire transfer for the car I was buying and the day I submitted my wire transfer was the same day they sold the car to someone else. Also, they price cars low so they can charge you $5,000 on top for xxxxxxxxx fees. If you can find the same car anywhere else I highly suggest you do so.
Employees Worked With
"Just keep getting pushed around "
- Emily K
Even though I am very happy with the actual vehicle that I bought from this dealer, I wish I had shopped somewhere else . I am not sure if it is because I am a young buyer or if every customer is treated this way, but overall I felt as if I was being disrespected and just pushed to the side when there was an issue . I bought a vehicle at this dealer, and first the salesman talked up so many promises that the finance department was then struggling to keep. One deal made with the purchase of my vehicle was to have a navigation system installed. The sales person gave me the impression that I would be getting a factory piece of equipment and that getting this done would be quick and easy, so I agreed. A month later the part is finally in so that it can be installed, even though I was told delivery would only be a few days. No one contacted me to tell me there was any issue or that the item was backordered, I only found put by having to continuously call each week. Finally after I see the system that was installed I right away ask to return it, due to it being an aftermarket piece, it not functioning properly and now having lost function of my steering wheel controls. Now we are at the point that I have my original system back like I asked, however no navigation system like I was promised and am out the $2,000 they said the system would cost! Trying to rectify this situation and the dealership seems to be avoiding my calls and when I do get through, I can't get a straight answer from anyone about how I can get my money !!
Employees Worked With
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