Rick McGill's Airport Toyota

Rick McGill's Airport Toyota responded

Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and concern you’ve experienced. This is certainly not the level of communication or service we strive to provide. Our team is currently reviewing your visit in detail, including the recommendations provided prior to arrival, the jump-start circumstances, and the diagnosis related to your infotainment system. We want to fully understand what occurred and ensure all information is properly documented and clearly communicated to you. We understand how concerning it must have felt to believe you were leaving with additional unexpected repairs, and we take that very seriously. Please know that we are actively looking into this situation to determine an appropriate resolution. A member of our management team will be reaching out directly to continue the conversation and work toward a fair and transparent outcome. Thank you for your patience as we investigate this matter.

satisfied7171 responded

RE: RICK MCGILL SERVICE DEPARTMENT - HYBRID DEC 9, 2025 MY 2016 CAMRY HYBRID ENGINE LIGHT COMING ON. TOOK TORICK MCGILL DEALERSHIP ALCOA, TN. THEY TOOK MY CAR RIGHT BACK. MY SERVICE ADVISER CAME TO ME IN WAITING ROOM WITH RESULTS FROM TECH DIAGNOSTIC. RECOMMENDED TO REPLACE MY 12v BATTERY IT WAS AT 25%.BATTERY SHOWING A 12.9V. READING THERE WAS NO CHARGE FOR DIAGNOSTIC. JANUARY 21, 2026 CAMRY WOULD NOT START. I HAD NOT REPLACED BATTERY AS RECOMMENDED DEC 9, 2025.BATTERY SHOWING 12.1V READING AT TIME OF REPLACEMENT..... MADE APPT WITH DEALERSHIP AND MY TOW TRUCK FOR NEXT DAY, 22ND. MY SERVICE ADVISER INSTRUCTED ME TO HAVE TOW DRIVER JUMP START CAR. DRIVER DID...IT JUMPED..HE DROVE ONTO FLATBED...TURNED IT OFF...TOWED TO DEALERSHIP.... 2-22-2026 1:30 PM JAN 22, 2026 2P THEY TOOK CAR BACK FOR REPLACEMENT 2 PM BATTERY WAS AT 12.01V READING AT TIME OF REPLACEMENT..... MY SERVICE ADVISER CAME TO WAITING ROOM 4:PM ish... I PAID... HE SHOWED ME WHERE MY CAR WAS PARKED. I STARTED CAR TO LEAVE ANDSAW MY CONSOLE HAD A LOCKED SCREEN... I WENT BACK INSIDE TO SERVICE ADVISER...SHOWED HIM SCREEN...HE TOOK BACK TO TECH. ... 10-15 MIN LATER ....ADVISER TOLD ME MY COMPUTER HAD BEEN 'FRIED' DUE TO JUMP START..... {WHICH HE HAD INSTRUCTED...} "SOMETIMES THIS HAPPENS DUE TO THE 'POWER SURGE' FROM JUMP" "SO SORRY.. I CAN GIVE YOU A CONTACT THAT COULD REPLACE MUCH CHEAPER THAN DEALERSHIP." / DEALER COST APRX $2,0000 or more..." BUT STILL LOCKED SCREEN   RADIO HAD SOUND / 'SEARCH' BUTTON'/ GO TO STATIONS, BACK UP CAMERA CAME ON SCREEN, WORKED. NO CLOCK. NO NAVIGATION. NO BLUETOOTH........I DISCOVERED THESE FROM JUST BEING IN MY CAR. I HAD NO KNOWLEDGE OF WHAT exactly IN THE COMPUTER WAS DAMAGED....IS THE ECM MODULE DAMAGED?...AND ALL THE MANY COMPUTER PARTS..???THE ONLY WAY FOR ME TO FIND OUT DAMAGES, TO ASSESS COST........ IS WITH A DIAGNOSTIC FOR A CHARGE OF $235. AFTER DRIVING HOME AND THINKING..... I REALIZED I HAD A $450 REPAIR AND LEFT WITH APRX $2.000 OF DAMAGE.???? I BELIEVE THE PROFESSIONAL ACTION FOR DEALER WOULD BE TO GIVE ME DOCUMENTATION OF DAMAGES / DOCUMENTATION OF TECHS PROTOCOL EFFORTS  AND SIMPLY TELL ME /SHOW ME WHAT HAPPENED. YOU KNOW...JUST TAKIN' CARE OF BUSINESS.SUCH PAPERWORK IS WHAT I NOW SEEK.HAVING THIS PAPERWORK BEFORE LEAVING IS A GIVEN OF LEGAL/PROFESSIONALISM.NO ONE SAID A WORD...NO ONE REMEMBER..... DEALER DID NOT TELL ME OF THE DAMAGES BEFORE THEY POINTED TO MY CAR AND WOULD HAVE ALLOWED ME TO DRIVE OFF THEIR LOT. THEY SAID NOTHING.. ..UNTIL I GOT OUT OF MY CAR AND WENT INSIDE TO ASK.DEALER EXPLAINED IT WAS TOW DRIVERS FAULT. {THAT WILL CHANGE] JAN 23, 2026 > I CALLED GEICO FILED REPORT ON TOW CO. SINCE I WAS TOLD THAT'S WHAT HAPPENED. BY TECH......NOW I HAVE A CLAIM ATTACHED TO 25YRS CLEAN WITH GEICO. JAN 24, 2026 > i CALLED DEALER AND SPOKE WITH SERVICE MANAGER GARY FINALLY, CAUSE GARY FIRST HAD ME TALK TO A GUY NAMED LOU. ABOUT 45 MIN.I ASKED HIM TO SPEAK WITH SERVICE MANAGER AND FINALLY HE DID. GARY, THE MNGR....TOLD ME THAT MY BATTERY WAS TOO DEAD AND CAUSED COMPUTER PROBLEM. (NOT JUMP START) HE SAID THIS AFTER I KEPT REMINDING HIM DEALER TOLD ME TO JUMP START SO HE CHANGED.  AND SAID IT WAS NOT HIS FAULT THAT I DIDN'T DRIVE MY CAR ENOUGH TO KEEP BATTERY CHARGED AND  TOLD ME HE ABSOLUTLY COULD NOT HELP.... (HAVE DRIVEN MY CAR FOR 5 YRS WITH NO PROBLEMS.)TOYOTA HQ PHONE NUMBER IS WHAT HE SAID HE GAVE ME...  JANUARY 25, 2026 > I ALSO CALLED AND FILED COMPLAINT TO WHAT DEALER SAID WAS TOYOTA HQ... WAS NOT HQ... IT WAS COMPANY HIRED BY TOYOTA TO HANDLE SUCH CALLS AS MINE. THEY TOOK MY COMPLAINT .....HEARD NOTHINGONE MONTH LATER I CALLED TO FOLLOW UP ON COMPLAINT I WAS ADVISED THEY SENT A QUESTIONNAIRE. DEALER RESPONDED "NO LIABILITY BATTERY TOO DEAD CAUSED COMPUTER TO STOP WORKING"...CASE CLOSED FEB 25,,2026 30 DAYS LATER.  (NO CALL TO TELL ME RESULTS) WITHIN THE 30 DAYS FROM JAN 22 TO FEB 22, 2026 I CALLED TOYOTA DEALERSHIPS FROM TN TO CA. WAS TOLD THIS IS NOT NEW THAT DEALERS DEAL WITH THIS SERVICE ALL THE TIME.I WAS ASSURED THEIR PROTOCOL S TO CHECK ELECTRIC AFTER BATTERY REPLACED...."Yes, the dealership typically uses a setup DVD to reset the console settings after replacing the 12V battery in a 2016 Camry Hybrid, as disconnecting the battery can cause the console to lose its settings. It's advisable to ask the dealer about this process if you experience issues after a battery replacement." WHAT DID MY TECH DO, WHAT WAS HIS PROTOCOL. HE EVIDENTLY DID NOT CHECK ELECTRICAL AFTER INSTALL OR HE WOULD HAVE SEEN LOCKED SCREEN AND TOLD SERVICE ADVISOR ABOUT IT. BUT SERVICE ADVISOR DID NOT EVEN KNOW, UNTIL I WENT BACK IN AND TOLD HIM........EVIDENTLY TECH WAS NOT EVEN AWARE OF FROZEN SCREEN. NOTHING ABOUT THIS IS RIGHT, LEGAL OR PROFESSIONAL.  ______________________________________________________________________________________________________________________  I SEEK THE SAME SERVICE I HAD WITH THE DIAGNOSTIC ON DEC 9,2025.- DOCUMENTED RESULTS EXPLAINED - RECOMMENDATIONS- COST ESTIMATE- NO CHARGE FOR DIAGNOSTIC THAT WOULD REVEAL CURRENT DAMAGES  OCCURRED TO VEHICLE AFTER MCGILL TOYOTA SERVICE DEPARTMENTTOOK CAR FOR SCHEDULED SERVICE JANUARY 22, 2026  2PM. I ALSO SEEK COPY OF TSB "TELEMATIC SERVICE BULLETIN" ON BATTERY REPLACEMENT OF FILES ON HAND AT MCGILLS  SERVICE  NOTE: "Authorized dealerships like Rick McGill Toyota typically access telematic service bulletins through a secure online portal provided by the manufacturer, which contains important updates and information regarding vehicle diagnostics and repairs. These bulletins help dealerships stay informed about the latest service procedures and technical information for the vehicles they service. Toyota Motor Corporation is responsible for sending the Telematic Service Bulletins to the Rick McGill Toyota dealership in Alcoa, TN."  ________________________________________________________________________________________________________________________ WTF

Rick McGill's Airport Toyota responded

Thank you for taking the time to share your detailed feedback. We’re glad to hear that the overall purchase and the sales team met your expectations, and that you ultimately received the truck at the agreed-upon terms. We take concerns about communication and professionalism very seriously. Our dealership’s process is designed to ensure that pricing, terms, and financing options are clearly presented and fully aligned with what the customer has agreed to before final paperwork is completed. We do not condone misleading information, pressure tactics, or disrespectful behavior, and our business practices are always intended to be transparent and above board. While we can’t discuss individual details publicly, we appreciate feedback like this because it allows us to review our processes internally and reinforce our standards with our team. Our goal is for every customer to leave confident in both their purchase and the way they were treated. We value your business and wish you many great years with your new truck.

Rick McGill's Airport Toyota responded

Thank you for taking the time to share your experience with us. We’re glad to hear that your purchase process was seamless and that you’re enjoying your new vehicle. We do apologize for the confusion regarding the charging cable and appreciate you bringing this to our attention. Your feedback helps us improve our communication so we can better set expectations for our guests. Please don’t hesitate to reach out if there’s anything we can assist you with—we’re always happy to help!

Rick McGill's Airport Toyota responded

Thank you for taking the time to share your experience! We’re thrilled to hear that Nick Morrow provided such amazing service. His knowledge, clear communication, and dedication to making the process smooth truly reflect the level of care we strive to provide every customer. Going the extra mile by coming in early is just another example of his commitment. We appreciate your business and hope you enjoy your new vehicle!

Rick McGill's Airport Toyota responded

I appreciate your feedback, Joe, and I'm sorry to hear about your experience with Aaron. It's important to us that all our customers feel welcomed and supported, and I understand how frustrating it can be if you felt otherwise. Your comments will be addressed, and we’re here to help if you need further assistance.

Rick McGill's Airport Toyota responded

Thank you so much for sharing this wonderful review! We’re thrilled to hear that Chuck kept you informed throughout the entire RAV4 build process and made the delivery experience enjoyable by walking you through the features and helping with the electronics setup. We truly appreciate your continued trust in us—welcoming back repeat customers like you means the world to our team. We’re sorry to hear about your previous RAV4 being wrecked, but we’re grateful we could help you get into a new one you love. If you ever need anything down the road, we’re always here and excited to help. Enjoy every mile in your new RAV4! 🚗✨ — Rick McGill’s Airport Toyota

Rick McGill's Airport Toyota responded

Thank you for the fantastic review! We’re so excited to hear that your purchasing experience exceeded expectations. Raymond will be thrilled to know he ranks among the best salespeople you’ve ever worked with — he truly takes pride in delivering an exceptional experience for every guest. We appreciate you choosing Rick McGill’s Airport Toyota, and we’re here anytime you need assistance or have questions about your new vehicle. Enjoy the ride, and thanks again for sharing your experience!