Principle Toyota in Memphis

Service Department - Lack of Communication In October 2016, I made an “on-line” appointment, as the 800 number suggests, for a couple of RECALL items on a 2010 Toyota RAV4. I specified both o In October 2016, I made an “on-line” appointment, as the 800 number suggests, for a couple of RECALL items on a 2010 Toyota RAV4. I specified both of the RECALL items (check/repair suspension and seatbelt) and that I would “wait” for the checks/repairs to be done. Shortly thereafter, a confirmation via email was received from Principle Toyota. All is good, so far… We arrive promptly for our appointment and were greeted in a timely fashion. The service advisor stated that we would not be able to get the vehicle serviced today due to the parts not being in stock. WHAT?! At this point, I let it be known that I was a very unhappy customer. The online service request specifically requests that someone advise me, via email or phone, if the parts would not be available for this appointment. Not so much as a peep from anyone at Principle Toyota to give us a “heads up” that this appointment was not doable. No courtesy call… nothing! This was incredible! Surely there is a plan of action to notify customers if there is a reason why the appointment will not be feasible. Is this the first incident such as this at Principle Toyota? What went wrong? The service writer did say she would get the parts ordered and call to reschedule so we can try it again. I was grateful for this but this could have been avoided altogether. I am assuming after describing the above referenced scenario, of how this went down, I probably don’t need to elaborate on how upset and disappointed I was at the outcome of this appointment. A FEW DAYS LATER, THE SAGA CONTINUES… I received a call the following Monday morning from Principle Toyota letting me know that the ordered parts were in and to schedule an appointment. We scheduled a lunch time drop off appointment for pickup after 5:00pm on a weekday. We arrived promptly for said appointment and waited patiently for the service advisor. After he examines our car, we begin to discuss the services scheduled for the vehicle. He mentions there are three recalls of which one (suspension issue) would require a “special tool” that Principle Toyota does not have. WHAT?! This can't be happening again! As I begin to lose my cool for the second time in less than a week with the staff of Principle Toyota, the Service Director, steps up to see if he can diffuse the situation. It becomes apparent, as we are speaking with him, that he knows nothing of last week’s incident/encounter with the service department. After some discussion, he vowed to get the recalls handled by the end of the day. With these events playing out as they did, many questions come to mind… Out of thousands of vehicles recalled, are we the very first customers who have brought in a RAV4, for the suspension recall, to this particular dealership? Do other customers, who have recalls, encounter these kinds of issues with the service department at Principle Toyota? Is basic communication taught and encouraged to the employees of Principle Toyota? What was the cause of the confusion/inconvenience for the second time in less than a week? Has this been addressed? Why were our dealings with Principle Toyota so aggravating and frustrating? Who is responsible for customer satisfaction and retention? Communication is key… amongst the staff and with your customers. To date, no response from any key individual at Principle Toyota since the debacle has ended. Does anyone there really care? More

Buying experience Excellent services received from all those that were involved. Moreover, excellent team w o rk to provide an excellent price. I would recommend this Excellent services received from all those that were involved. Moreover, excellent team w o rk to provide an excellent price. I would recommend this shopping center to all More

Great Experience! If ever visiting Principle Toyota, please see Luke Evans. I arrived to Principle Toyota and Luke welcomed me with a smile. He listened intently as I d If ever visiting Principle Toyota, please see Luke Evans. I arrived to Principle Toyota and Luke welcomed me with a smile. He listened intently as I discussed my needs and wants. He wasn't pushy, but insured I received all information that would assist me in making an informed decision. When I explained to Luke that I was working with a certain budget and wanted to stay within that budget, he took notes and worked to ensure I got what I needed. Not only was I able to get the car I wanted, but I was able to get a payment that would not leave me broke monthly. Although Luke admitted he was new to the "car salesman" scene, his thoroughness and sincerity will make him a vet in no time! More

Sales Team Just bought a Highlander, and the sales and management team were awesome! Xavier Sullivan, our salesman took his time and helped us find the right ve Just bought a Highlander, and the sales and management team were awesome! Xavier Sullivan, our salesman took his time and helped us find the right vehicle. He explained all the options and trim levels. Trace McGonagill sales manager was very helpful as well and worked with us to get to an agreed upon price.The experience was great. I highly recommend this dealership. More

Great customer service Although I was there to purchase a used vehicle and the deal didn't go through was very satisfied with Erica. She is new to the field but didn't stop Although I was there to purchase a used vehicle and the deal didn't go through was very satisfied with Erica. She is new to the field but didn't stop trying to work to make the deal. More

Very good experience buying new Highlander We just purchased a new Highlander from Principle Toyota. Paris Johnson was our agent there and we were very pleased with his service as well as the We just purchased a new Highlander from Principle Toyota. Paris Johnson was our agent there and we were very pleased with his service as well as the agent that worked with us in the finance department, No one wasted our time and there were no surprises or someone trying to push us in another direction. Very professional and we will keep them in mind for our next purchase... More

Two cars Later and Extremely Pleased!! I had the pleasure of working with Cassidy and Trace on two cars Recently. My 21 yr old bought her first car herself, with a little help from Mom and I had the pleasure of working with Cassidy and Trace on two cars Recently. My 21 yr old bought her first car herself, with a little help from Mom and Dad! She is so proud of the car and experience. Her first Big Girl step into world of Finance was pleasant and professional. This is a big moment for her and the staff at Toyota made her feel special and got her into the car she wanted! I just yesterday bought a new company 4Runner from Cassidy as well. This was again a seemless experience with profeesionals like Cassidy and Trace. If you are in need of a vehicle, I absolutely recommend you see Principle Toyota and Cassidy is a great Sales Professional to work with!! More

Queen is happy! Daniel, my King and I would like to tell everyone how kind and generous you were to us! If in need of a car call Daniel (Danny). The Royal Family is e Daniel, my King and I would like to tell everyone how kind and generous you were to us! If in need of a car call Daniel (Danny). The Royal Family is enjoying the 2017 Camry. Thanks again for you Super Royal customer service! Queen Stephanie Johnson More

Very Good Experience After a very bad experience with Auto Nation Nissan and VW dealer right cross the street, I stopped at this dealership and I was in and out with more After a very bad experience with Auto Nation Nissan and VW dealer right cross the street, I stopped at this dealership and I was in and out with more than the car I wanted and the exact deal I had in mind (fit my budget and needs). The salesman (Skyler Milner) treated me with respect and listened to me more than trying to sale me what works for him (I appreciate that). The managers and the staff were all nice and respectful, they thanked me for my business and when I came back the next day so my wife can sign the contract, they all stopped by and said hi.....(very friendly environment). More