Sam Leman Toyota Bloomington

Need someone to return calls left on answering machine I have a 2014 Rav 4 and the driver side rear seat head rest was stuck in the down position. I left a message on their answering machine approximately I have a 2014 Rav 4 and the driver side rear seat head rest was stuck in the down position. I left a message on their answering machine approximately 2 months ago. No one ever called me back. We don't use the back seat regularly so it wasn't a priority. My husband took it in on Tuesday and they told him that they would call me with a time to come in to have this addressed. I did receive a call from one of the mechanics on the same day. He left a message on my phone saying that they could get me in on Thursday or Friday. I called and left a message on their answering machine at approximately 4:00 PM. I said that I could bring the car in on Friday and to please call me confirming that they got this message. I hadn't heard anything by noon on Wednesday so I called again and I told the operator that I did not want to leave a message as I had left messages on the machine before and no one returns my call. I did talk to a nice girl who did schedule me for Friday. I took the car in today (Friday) and everyone was very friendly EXCEPT the manager. I received a call from the mechanic in the early afternoon and he said that the headrest would have to be replaced to the tune of nearly $500.00. We had purchased a Platinum extended warranty at the time of purchase which was supposedly to cover everything bumper to bumper. I had 39,000 miles on the car and 36,000 was the end of the factory warranty. He quickly followed up with the fact that "they" were going to cover it since the mileage was so close to the warranty. It would have been even closer to the warranty mileage had they called me back the first time that I called. Both shuttle drivers were nice as was everyone again when I arrived to pick it up. The manager was RUDE. He said "Oh I've heard all about you" and he was not smiling. Customer service was not paramount with him. Toyota has always prided themselves on excellent customer service. The manager should take notes from his staff. They are supposed to call me back when the part comes in. I have been to the Urbana Toyota service dept. and received nothing but exemplary service and would give them 5 stars. This dealership misses the mark because of the manager. The low rating for this is because of the managers attitude. The excuse given for not returning calls is that Sam Leman hasn't hired anyone to return calls left on the answering machine. More

Sam Lemen Toyota - Leasing We truly miss our 4Runner, and knew that a brand new model was out of our price range. We stopped in with the idea that we would look at used car arou We truly miss our 4Runner, and knew that a brand new model was out of our price range. We stopped in with the idea that we would look at used car around $250. Bill was up front with us and showed us the used car that fit that need, all above 100K miles. He asked us about leasing and we explained that we read about it, but neither of our families had leased so it was new to us. Bill took the time to explain leasing to us. Then he showed us the RAV4 that was in our price range. We test drove it and fell in love! They had two colors at the dealership, but offered us our choice in color. We selected the Hot Lava/Black model. They needed to pick it up from another dealer, which was fine. We had our car in about 24 hours! It was an awesome first time experience at a car dealership! Go see Bill. He is wonderful! More