Sloane Toyota of Malvern

Probably the worst, most embarrassing interaction I’ve ever had. I ordered a new gas cap on October 12th because mine was apparently faulty (purchased a 2018 Toyota CHR last year, less than 30,000 miles a ever had. I ordered a new gas cap on October 12th because mine was apparently faulty (purchased a 2018 Toyota CHR last year, less than 30,000 miles and still covered by warranty). I had spoken with at least 10 people just to order the part but also to verify that the warranty would cover the part and service fee. Which I was informed it was. I was originally supposed to visit Sloane Toyota of Malvern yesterday(10/13) but had to come today (10/14) instead. The entire visit, start to finish, was completely upsetting. I had called ahead from the parking lot to find out which department I should go to considering I have a Two Month old baby in tow. I was told that ‘even though I’m picking up a part, because I needed it to be installed the Service Department should be able to help me and I should report to the garage.’ Which I did and was informed that that wasn’t true. I asked where I should park my vehicle because I have a small baby and the gentleman at the Service Garage ask me “You’re trying to leave the baby in the car? I wouldn’t leave the baby in the car.” After repeating my question 3 more times with better clarity that I wanted to Park my Car and go to the proper area while asking him why would someone ever leave a baby unattended. He laughed it off and pointed me in the direction of the main section’s parking lot. Flash forward to getting to the Parts Department with, in case it’s needed to be said, baby still in tow, I retrieved my part and asked where I could get the part installed and whether it was all covered by the warranty. I was then directed for the second time to go to the Service Center, to which he apologized for the confusion and he emphasized with me on the poor communication skills from the Call Center. So finally back at the Service Center, a mechanic heard all of my problems (whether the fees would be covered and installing the part) and walked me over to the Service Desk where everything went sideways. The gentleman at the desk informed me, “Yeah, I remember I spoke with you two days ago. I told you you needed an appointment.” I responded that I was absolutely not informed that and my only questions related to whether or not the warranty would cover the fees. I told him I had spoken with over 10 people the day I ordered it so I was thorough and would plan accordingly considering I had my small baby with me. I was never told I would need an appointment, but my main reason for coming to him was to address the fee. I hadn’t even said anything about getting the Gas Cap installed. He then challenged me by asking why I would ever need the part in the first place. I informed him I had gotten my car inspected and the Gas Cap was coming up faulty and it failed. He then repeatedly asked me where my proof was (showed him the receipt with all the diagnostic information) and told me ‘No where on that paper does it say you need a new gas cap.’ I showed him where it said Emission: Failed on the sheet and he continued to state over and over how I was mistaken and how they would not give me a part without scheduling an appointment so They could run diagnostics on my car because ‘We can’t even give you a part without knowing that’s why you need it. If it failed the inspection you don’t even know if this is the reason and it’s not a real fix.’ I informed him the AAMCO I got my inspection done at Told me to get this part at a Sloane Dealership where my car was purchased from because it would be to my best benefit and They Knew that was the part that was faulty. He argued with me until I requested him to stop with his rebuttals and dialed the AAMCO I was serviced at. At this time the gentleman got his Manager involved to ‘deal with me’ and I passed over the phone to him. The manager was on the phone for roughly 2 minutes, looked at my documentation and showed his employee that not only did it show that the gas cap did in fact come up faulty but the proof was in front of him the entire time. Which, of course he shrugged off. The manager handled everything, informed me I was completely covered, got the part installed and I was on my way. With the manager it took about 5 minutes to complete my interaction. With the gentleman at the Service Desk, we had been going back in forth for over 20 minutes. I arrived at Sloane in Malvern at 9:23am and left at 10:06am. Over a gas cap. Not only was I made to look like a fool but the gentleman at the Service Desk berated me nonstop as if I was the problem and not his lack of customer service skills. Absolutely terrible experience that I truly would never wish on anyone, especially a new mother. More