Rick Hendrick Toyota of Fayetteville

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

Misty always has a smile and is super friendly...anytime I need something w/ my service I always go to her! Misty is the main reason I go there. She is knowledgable. Always calls back when I check on my ca I need something w/ my service I always go to her! Misty is the main reason I go there. She is knowledgable. Always calls back when I check on my car....and check on the status or a problem. More

I bought my 4Runner from Rick Hendrick 5 years ago.I shopped out of town & got the best deal there..Ive been taking my vehicle for service ever since.. The service dept. in my opinion has always been no shopped out of town & got the best deal there..Ive been taking my vehicle for service ever since.. The service dept. in my opinion has always been nothing but the best. The last few times my service advisor has been Misty Whatley who I have nothing but praise for..She kept a smile, very nice & above all very communicative & proffesional. Definately an asset to the dealership. Service Advisors like her makes you feel like your vehicle is being taken care of like it was their own! More

I had an overall GREAT experience. Mr. Shawn was very professional, friendly, and caring. He made my first car buying experience very stress free. I have been to four other car dealerships and was not sa professional, friendly, and caring. He made my first car buying experience very stress free. I have been to four other car dealerships and was not satisfied with any of them. I had been driving a rental car for over a month due to my car being totaled. So I'm very happy to be back in a car that's mine and I'm not paying lots of money on something that isn't. Not only am I very happy but so is my daughter. I could on and on about how happy I am. Shawn is Assn excellent asset to your company. I thank him very much for having my best interest at heart when finding the right car and payment for me. Everyone there was very nice. Thank you all!!!! More

I went to the lot an Brandon was right there to offering his help . I wasn't sure what car I was lookin for . I just knew what I wanted in a car . He showed me a few different cars that had the things I was his help . I wasn't sure what car I was lookin for . I just knew what I wanted in a car . He showed me a few different cars that had the things I was wanting . It took me a little time to Deside what car I wanted to take after he showed me a few cars . Most people would of gave up an to you to come back when you resided what you wanted or would of truer to push you in just any old car . Brandon did not he sat there an we talked about the differnt cars we test drove them we talked about my kids an what all they did in school . He took the time to find out not only what kinda car I would like to have but what kinda car would be best for the hole family to have. I ended up getting a brand new Camrey with a nice rebate on it an gave me top dollor for my 2010 Maytrix. I can truthfuly say that I'm happy with the car I got . I always end up havein to get the car the sales man gives me tellin me that's all I can get a prove for . So it was always like I have to take that car or don't get one at all . The only thing I got to pick would be the color of the car . This time Brandon did not push me in to any car I got to pick what color of car I wanted an I even got to pick my own car as well for the frist time :) I picked my own car it was not picked for me .. I have had about 3 cars in the past 4 years an was never happy so I traded them back in takin a big hit on negative money . Now I have finely got q car that I want an picked out so Im going to be keeping this one for a very long time . On top of that Brandon got me top dollor on my tradein an with the dealer cash put back on the car it has cut all that negative money down from $7,000 to $2,000 an I have a 0% intrest rate .. I will send my friends to see Brandon .. Thanks .... More

I was rear ended and the other person's insurance is GEICO and is at Rick Hendrick, my husband decided to let them do the work since it has a lifetime guarantee.Mark, with GEICO, went over the work orde GEICO and is at Rick Hendrick, my husband decided to let them do the work since it has a lifetime guarantee.Mark, with GEICO, went over the work order what's to be replaced and taken care of. They got my vehicle on Monday am and called me Friday to pick up. My key-less entry didn't work, after driving down the road, my engine light came on, my oil pressure dropped to zero. I pulled over and called the Rick Hendrick, was hung up on 2x transferred 2x kept telling them I just picked up the vehicle now I'm in the country on the side of the road. My husband came and xx'd the vehicle out, everything seemed fine, My husband talked with Mark at Geico and he's leaving and there's no manager going to be there for us to bring the vehicle back on Friday, so he hold Mark he will see him on Monday 7:30 and that he had climbed under the vehicle and the part they said would be replaced WAS NOT!! They were surprised he looked!! We got home and looked the vehicle over and I had over spray paint inside the back of the trail blazer, someone had cleaned the vehicle and cut my window tinting and it had to be replaced. The paint job was one of the worst we had seen, the steering wheel still squelled. The vehicle went back on Monday am and again they had it another week. I called Rick Hendrick to speak to the person that handles quality control and left a detailed message. I received a call back from a person that left a message on my phone, he spoke way to fast, didn't get his name, I tried to listen to the message 3 times and still did not get his name, I wanted to find out who checks behind the workers to make sure a job is complete because mine was not. When I picked up my vehicle on Friday afternoon, again. The receptionist could not find my file, there was some keys laying on the desk and she said "oh is it a trail blazer? I said yes and she said here you go. I said where is my vehicle and she said some where over there!! The receptionist was on the phone when I approached the counter and I have to say her top was too low cut and exposed to much clevege making her look very unprofessional. What happened to all the professionl people and work ethics and people taking pride in their work. Sincerely. More

Just bought a 2011 Camry Hybrid from Albert Morrero (my 2nd car from them). I drive from South Carolina to buy from these guys. They've gotten accustomed to doing the deal my way. I tell 'em which one I wa 2nd car from them). I drive from South Carolina to buy from these guys. They've gotten accustomed to doing the deal my way. I tell 'em which one I want, ask for best price, (shop the price), ALbert has the paperwork and car ready when I get there. More

I bought a trailer hitch from the parts department and even though the guys weren't sure if it was the right part, they took the hitch out of the box and held it up to my car to see if it was indeed the h even though the guys weren't sure if it was the right part, they took the hitch out of the box and held it up to my car to see if it was indeed the hitch I wanted. The vehicle is pre-wired. I couldn't find the trailer wiring harness. Ronnie double checked to see if the harness was suppose to come with the hitch because he didn't see it in the box. It was a separate purchase. Ronnie then took all the parts out of the box and loaded them into my Highlander. He also called me a day or two later to follow up and make sure the hitch went on smoothly. I am impressed with the service I received from Ronnie Napier. Thank you! More