Rick Hendrick Toyota of Fayetteville

Maintenance on my 2009 Toyota Corolla Was helped immediately on a walk in basis and car was ready that afternoon even though there were significant issues with my car 2009 Toyota Corolla. Was helped immediately on a walk in basis and car was ready that afternoon even though there were significant issues with my car 2009 Toyota Corolla. Had to replace water pump, drive belt and anti-freeze. Car was ready when expected and costs were comparable to what I thought they would be. More

My husband is at the service department right now waiting 2 hours for an oil change that we had an appt. for. Apparently one of the service techs called in so there is only 1 guy on lube. The staffing of the 2 hours for an oil change that we had an appt. for. Apparently one of the service techs called in so there is only 1 guy on lube. The staffing of the shop is not the customers problem. Call and ask to reschedule appts. if you don't have the staff available. We had a bad experience with them previously and I'm not sure why we went back. We experienced a similar situation as others have mentioned with the Service Rep being out to lunch and no one able to help since they don't have your paper work. Once I did get another Rep to help me I had to ask 3 times where my car was and I finally walked out to the lot to find it sitting there with the keys in it (mind you I had my newborn child with me who was crying at this point). They need to figure out a different system. Their current system is a complete joke and we will never be returning to this dealership. We'll make out purchases elsewhere and service our vehicles elsewhere as well. More

If I could grade this place with ZERO stars, I would. TERRIBLE SERVICE! I brought my car in for a Factory Required Service (25,000 mile) on Wednesday, March 19th at 1:10 pm. My Service Adviser was Tiff TERRIBLE SERVICE! I brought my car in for a Factory Required Service (25,000 mile) on Wednesday, March 19th at 1:10 pm. My Service Adviser was Tiffany Brown. I let her know that I was a 'waiter', and I will be in the waiting area while my car was being serviced. After over TWO hours of waiting, I went into the Service Area and asked another Service Adviser regarding my vehicle. He advised me that Tiffany Brown was 'at lunch', so he looked up my vehicle and stated, "It has been invoiced". He then scrambled around looking for Tiffany, then she walked in with her fast food and drink in hand and asked me, "Are you still here?" I told her that I have been waiting for over TWO hours for a tire rotation, and she answered, "I thought you were already done, so I went to lunch." What kind of customer service is this? A 'Toyota Service Adviser' decides her 'lunch' is more important than her customer? Is that company policy? If it is, then it must be changed, because this is ridiculous! I waited over TWO hours for a tire rotation, because my 'Service Adviser' (Tiffany Brown) ASSUMED that I was taken care of, so she just went ahead on her lunch break. All she had to do was stick her head in the waiting area to see that I was still there! Is that too much to ask for? What a joke of a 'Service Adviser', especially for Toyota, which is a brand that is supposedly KNOWN for great customer service (and the prices are much higher because of it). Where do you hire these people? And, what kind of 'customer service' training do they receive? If I had to ASSUME, like Tiffany Brown did, I would say your advisers receive little to NO customer service training, which is reflected on my TWO hour tire rotation ordeal! What a joke. I have received better service at Wal-Mart (which is where I plan to go from now on, instead of wasting my time with Toyota 'Service Advisers'). By the way, my ?invoice? time is marked 2:08 pm on my paper. When I went to the Service Counter to inquire on my vehicle, it was 3:15 pm. I arrived at 1:10 pm, you do the math. This is not the first time I have been 'forgotten' about at this place. Thank you for your time. More

My Name is Sylvester Hunt I want to say I am very Thankful for the Friendliness and Knowledge of the Salesperson Ted Tasker . you done an Excellent Job. you hope my wife to understand Everything She Thankful for the Friendliness and Knowledge of the Salesperson Ted Tasker . you done an Excellent Job. you hope my wife to understand Everything She Needs to Know about Our 4Runner Toyota That We Purchase alot Better. you went above and beyond to make sure I was a Satisfied Customer. Thanks Sylvester hunt More

Excellent dealership, understood my needs during my purchased. I felt no pressure and everyone was very patient despite the various choices to choose from. My salesperson was awesome and at the end o purchased. I felt no pressure and everyone was very patient despite the various choices to choose from. My salesperson was awesome and at the end of the day I was fully satisfied with my purchase without remorse. More

I bought my Toyota Tacoma in Dry Ridge Kentucky and have the Toyota Care plan. However, I am in the military so I do not unfortunately have the privilege of receiving my regular servicing from them. I was r the Toyota Care plan. However, I am in the military so I do not unfortunately have the privilege of receiving my regular servicing from them. I was recently home on vacation in Kentucky and went to Dry Ridge Toyota and was shown exactly what service I should have been getting all along. And I will no longer be going to Rick Hendrick Toyota, and will drive as far as I have to before I go there ever again. When my Tacoma was serviced at Dry Ridge Toyota, they repaired the tire that I had a nail in. Rick Hendrick Toyota said that they would not repair the tire without charge because the nail was too close to the side wall. I also had other problems with my truck. The back drums were screeching when I would press the breaks and I heard a ticking in the front. I was told the ticking could be a loose hubcap by foreman, Scott. Which in my opinion was an insult to my intelligence. I was told Rick Hendrick would get in contact with me when the parts came in, and that it would be about a week. Two weeks went by and I had to call them, and my parts were never ordered. They were finally ordered after that with the help of one of the service representatives (Can't remember his name). Rick Hendrick did replace the back brake system, but it took forever because the parts were never put on order originally when I had the truck checked out. When I went to Kentucky just two weeks ago I was informed by Dry Ridge Toyota (Mark Eldrige) that my rotors and drive shaft were also warped and should have been discovered by proper checks that should have been taking place under my plan that I have. Mark was able to replace my rotors, my drive shaft, and repair my tire, along with doing a proper alignment on my truck, WITHIN FOUR DAYS! I have been thoroughly unimpressed with Rick Hendrick Toyota and will not be getting any more services done there, ever. I will also share my experience with anyone I know that owns a Toyota, and highly encourage them to travel farther from Fayetteville and seek better service. More

. This is by far the worst Toyota dealership I have ever been to. Normally I drive to Sanford for my service, but due to time constraints I figured I'd give them a try since they were local. All I need was been to. Normally I drive to Sanford for my service, but due to time constraints I figured I'd give them a try since they were local. All I need was an oil change and tire rotation. I prescheduled my appointment for 1030am. Got there early 10am and they took my vehicle back. Knowing that I was going to wait in the lobby for the vehicle to be serviced. It took them over 5 1/2 hours to do the service. And of course they "found" some extra's that were needed. They recommended a new cabin filter and also said my battery was not putting out sufficient amps. I was suspicious of that since both my daughters who use this dealership also had the same recommendations given to them. When I told them I wouldn't wait for my normal dealership to look at it and to only do what was needed, the service rep got very rude. To top it all off the service manager instead of coming to talk to me in their lobby 15 feet away, called me on my cell phone to relay this information. This happened at about noon and I asked how much longer and was told it would be done shortly. An hour later I walked to the service area to inquire about the time and was told my service manager was at lunch and NO-ONE else could help me out since they didn't have the paperwork. At 400 pm I again made an inquiry and my service manager said the paperwork was held up in management and would be done shortly. Yep..over 5 1/2 hours. Then my regular Toyota dealership in Sanford looked at the recommended items they suggested and said that they were fine. NEVER AGAIN will I waste so much time and money on such terrible service from Rick Hendrick. I will gladly drive the extra distance to Sanford where their dealership does a great job, treats customers like family, and all within a reasonable time frame. More

I took my truck into this dealership to get it lifted (only went with the dealership so it could stay under warranty). At the time of scheduling, I was thinking about getting larger tires, but was quote (only went with the dealership so it could stay under warranty). At the time of scheduling, I was thinking about getting larger tires, but was quoted around $1800 for a new set (mounted and balanced). When I mentioned that the price was ridiculous and showed the salesman two different online prices at $200 for each tire, he didn't have anything to say. I also called a local tire company and was quoted $1000 for 4 of the exact same tires mounted and balanced and installed. He didn't offer to price match, so I didn't bother to use them for this service. Additionally, the man who was helping me works for the add-on section, but didn't have a good understanding of tire/wheel size or of the lift kits. I feel that the knowledge base for what he was selling was missing, and I was disappointed that I had to convert tire size on my own when he should have the base knowledge. I also didn't feel that he had enough truck knowledge for me to ask any additional questions, which was disappointing. When I dropped off my truck for the service, I was asked why I wasn't getting bigger tires. I relayed the story, and the service guy said he was surprised because the dealership does price-match. I told him if they had offered (especially after I showed the service guy 3 different and cheaper quotes), I would have bought the set from them. I was disappointed. I opted to drop my truck off at 7am on Monday nearly a week later (because that's how long it took them to get the parts in) so that it would be done that day. They were giving me a loaner car (which is nice), but it wasn't open yet. I was told 7:30, so I walked around the lot for a while. At 7:40, it was still closed, so I talked to the first sales person I saw, who told me it opened at 8:00. Apparently, the woman who worked that desk had been let go, but no one had been scheduled to cover down and only a few people seemed to know that. They kept trying to call the fired woman in for work, not knowing she no longer worked there. Finally, after over an hour of waiting, another salesman got the system running and I got my loaner car, which was dirty and smelled very strongly like cigarettes. I went back inside to make a note (so that I wouldn't get charged) and was told not to worry about it. He did give me two hats for my patience, and though I'm not a hat wearer, I appreciated the effort. I was also told not to worry about filling up the gas tank, because of the inconvenience I'd suffered that morning. When I got into the car, it didn't even have 3/4 tank of gas! I received a call that Monday evening to let me know that my truck would be done the following day (Tuesday). I was not happy about this, but acquiesced. I'd been told two days was the worst-case scenario The following morning, i received another call telling me that they had received the wrong parts (tundra in stead of tacoma) for the front end, but that they would have them overnighted and it would be done the following day (Wednesday). At this point, I was very unhappy. I told them as much, but was not offered any kind of consolation aside from "sorry". Now it is Wednesday, and I received yet ANOTHER call. The parts had not yet come in, and now it should be done tomorrow...Thursday. At the time of scheduling, I let them know that I would be leaving the country on Friday the 31st, and was told that it would be NO issue. Here it is two days prior, and though they assured me that it would be ready to pick up on Thursday the 30th, when I reminded them that I am leaving on the 31st, there was some concern. I let them know that if it was not finished by the end of Thursday, I would need them to remove the lift kit and replace my original parts and give me back my money because I was out of time. Bottom line is this...I will attempt to NEVER use this dealership for any other aftermarket purchase unless I have to. If I must, I will ensure that they HAVE the parts on hand when I drop off my vehicle and that they have physically LOOKED at them to ensure they are correct, which is the advice I recommend to everyone. I have had a lot of work to do this week requiring a truck, and have had to borrow a friend's truck. My truck could still be sitting in the driveway for all the work that has been done on it. I am terribly disappointed in the dealership's handling of this situation. At this point, they could offer to refund a fraction of the cost. I understand that the mailing incident is not their fault, per say, and perhaps the wrong parts did get mixed in the right box, but I still feel that they could be doing more. Also, I have received two calls a day from different sections of the shop. While I appreciate the dual effort, it is obvious that one section is not talking to the other, and I receive different stories from each section, which leads me to believe neither. The actual parts guys seem to give the more truthful story, while the service desk tries to give me a smoother (xx) story, which I do not appreciate. I am much more understanding of the bare truth, as long as it's owned. All in all, not a good experience at all. More

My wife arrived at Rick Hendrick Toyota dealership, in Fayetteville, NC, for the 105,000 miles service to be performed on a 2007 Toyota Camry on April 5, 2013 at 10:30am. For the record, this was her thir Fayetteville, NC, for the 105,000 miles service to be performed on a 2007 Toyota Camry on April 5, 2013 at 10:30am. For the record, this was her third time bringing the car in for service. And each time, she had problems. From my wife experiences with this Service Department, I’m lead to believe this dealership tries to take advantage of customers--especially females--if you think they don't have a clue of what is going on. The car was fine when it went in for the 105,000 miles service. The maintenance light was staying on continuously so she knew it was due. When she checked in she was asked if there was any problem, she informed him about the service maintenance light staying on. After checking in at the appointed time (10:30am) she caught a ride to the mall provided by dealer's courtesy shuttle. The service advisor--Darren McDonald--was to keep her inform by phone and not to do any other work without contacting her. When she was at the mall, she never received a called. And when she called, she wasn't able to get through to Darren but she did leave a message. Upon arriving back at the dealership, she noticed the car wasn't ready. When inquiring about the status of the vehicle, no one could provide a clear cut answer. Well, to make a long story short, she was told the car needed a new oil pan. This was due to the threads in the oil pan being stripped. Doing my conversation the next morning with the Service Manager, Ray Phillips, He basically told me that problem like that is normal for todays’ automobiles. He says the materials are much lighter and wears out quicker. So you tell me, with todays’ cars requiring less oil changes (my car every 5,000 compared to 3,000 in the past) that an oil pan can't withstand 20 oil changes. Even though this was a 105,000 miles service, the mileage on the vehicle was less than 104,000. I'm not the smartest guy in the world but I think Toyota makes a much better quality automobile than that. With that being stated, Toyota would have been out-of-business a long time ago. It seems like a cover up--maybe I'm wrong--but I doubt it. Generally, threads should never wear out on a drain plug or oil pan. Stripped oil pans are usually caused by: Over tightening the drain plug and/or cross-threading. Another point I like to make. Why replace the oil pan? Why not tap out the stripped hole to the next oversize and replace the drain plug with an oversize plug. Please excuse me...I forgot, your Service Department is where the dealership generates most of their income, so you have to keep the money flowing "By-Any-Means-Necessary". During our conversation, Mr. Phillips, stated that he noticed the car been serviced there about 19 times. With that being facts, if your dealership was the one performing the oil changes over a prolonged period of time, the dealer should be responsible for the damaged oil pan threads. I have NEVER had a stripped oil pan, either by changing my own or having someone else performed the service.Then they had the nerves to present my wife with a bill for $550.00 for repairs. It was only when she balked at paying, when Mr. Phillips waived the payment. Now, you want to act like you done us a favor. I thought Rick Hendricks Toyota was more customer oriented than what they showed on this visit and two other visits that my wife have made…which I’m not going to discussed. In the game of Baseball…three strikes and you are out. I’m in the market for a new automobile but due to unpleasant service provided by this Service Department, Rick Hendrick Toyota of Fayetteville, North Carolina has struck out with us. I will be taking my business somewhere else. In addition, this recent experience might be of interest to the rest of the local community---especially the Military community who is the backbone of this area. By the way, I’m a part of the latter…Retired and DOD Contractor. I wonder about how many Military members’ spouses have been taken advantage of or the Elderly who is very vulnerable. I have a feeling if I forward this on to the leadership of Ft. Bragg and Pope Army Air Field, they’ll be more than a little interested for the reason that so many personnel and their family visits your dealership on a daily basis. I’ve always been told, “Honesty is the Best Policy”, but I think those guys play by a different rule. One other thing, don’t insult people intellect by telling them anything and expect the individual to take with no question ask. As mentioned before, the service appointment time was scheduled at 10:30am. Why was the car kept there for eight hours (until 6:30pm)? Was this some type of strong arm tactic…we have your car and you don’t have no other choice but to comply. I’m talking to the guys. Would you want your wife or significant other to go through this? And if it did happen, would you take it laying down or voiced your concerns? The bottom line is, I don’t like how things went down and I’m just letting it be known. I think this is an ongoing scam being conducted by this service department. After researching the BBB web site, there are two recent complaints pertaining to stripped oil pans. Thank you. More

BUYER BEWARE! MILITARY BEWARE! This dealership exudes the typical ‘used car salesman’ vibe. We attempted to purchase a vehicle from another state. That was a huge mistake. We were assured the vehicle was in typical ‘used car salesman’ vibe. We attempted to purchase a vehicle from another state. That was a huge mistake. We were assured the vehicle was in ‘like new’ condition from four different Rick Hendrick employees (three personnel in the internet sales department and one used car salesman). However, when I arrived at the dealership to pick it up, it was filthy, stained, and scratched. These were not items that could have been easily overlooked. They lied about the condition of the vehicle. They barely even ran the vehicle through a subpar carwash. The used car salesman said that they don’t detail the used cars because it would cost them $400. They obviously need to do some shopping around, because I only pay $125 for a car detail! On top of all this, they tried to use several high pressure tactics, such as, ‘someone else is at the dealership trying to purchase the vehicle right now.’ Also, when I first arrived at the dealership, they did everything they could to get me to sign all the paperwork and drive off the lot with the vehicle before getting a really good look. Once my wife and I decide we were not going to deal with liars and cheaters, they abandoned me. I had to find my own ride back to the airport ($100) and had to sleep overnight in a USO. They put on a good front, but these guys DO NOT support the military. The GSM even had the nerve to tell my wife that we had ‘culpability’ in the situation because we would not agree to their crappy excuse for a solution. He then proceeded to demean me to my wife. We are out the plane tickets and shuttle ride; However, I would much rather that than give any money to them. Check out their rating at the BBB too!! You will see we are not the only ones with this problem!! More