Toyota of Cool Springs

I hate leaving a negative review, so much so that in my 37 years on this earth, this will be only my 2nd. I realize that sometimes mistakes are made and that's part of the human experience. However, when t 37 years on this earth, this will be only my 2nd. I realize that sometimes mistakes are made and that's part of the human experience. However, when those mistakes become the norm, and you are repeatedly told a certain thing and it continues to not be delivered upon, that's when it just boils down to negligence and a severe lack of customer service. I have unfortunately, on more than one occasion, had poor experiences with this dealership. From promised call-backs that never came to fruition, to rude service representatives, to poor service in general on issues I've had with my vehicle that I purchased new from Toyota, the list just keeps piling up. After my experience over the past week and a half, I felt it necessary to take the time and give my perspective. I received an email from the General Sales Manager, Matt Pool, regarding a potential trade for my 2022 Toyota vehicle. It included a link to "View Offer" and some details pertaining to the high value being placed on trades and how I could get into a brand new car of the same make and model and actually lower the payment. It had not been on my radar to even consider trading my vehicle, but I was willing to hear him out to see what kind of deal could be made. I reached out to the number provided in the email signature and was told that Mr. Pool was in a meeting and would give me a call back. This was in the morning, so I left my number and assumed I'd receive a call by later that day or the next morning at the latest. When the next evening rolled around and a solid 30 hours or so had passed, I decided to follow up to make sure he saw my request for a call back. I ended up on the phone with a gentleman in sales and he told me that Mr. Pool wasn't in, but he'd be more than happy to help. After about a 10 minute conversation, he stated that he would text me so that I could send pictures of my vehicle and they would give me a trade appraisal. I hung up, and waited, and I never received that text message. I am writing this review 10 days after I made that initial call, and I am still yet to hear from either of those individuals. I decided at that point, I was not going to pursue the trade any further. Then, this past weekend, I received another email from another member of the Toyota of Cool Springs team, Amy S. She repeated much of what was said in the initial email from Matt about their interest in my vehicle. I explained to her that I had already pursued this and I couldn't get anyone from the dealership to follow through on general communication. She was prompt in her responses and we sent a handful of emails and she assured me that someone from their team would reach out to me "today". Well, as you probably guessed, that day came and went and I never received a call, text, or email from anyone at this dealership. I emailed her the next day and told her I was going to discuss this with a different dealership. She sent back a very dry and seemingly rehearsed response that read, "I'm sorry no one followed up with you. Your experience is important to us. Please let me know if there's anything I can do to assist you. We hope to regain your trust in the future." I at least appreciate her emailing me back, but the truth is, my experience is clearly not important to them. I did reach out to another dealership a couple of days ago, and within an hour I had a clear breakdown of my trade value and a vehicle picked out that is arriving March 8th. The customer service experience between the 2 dealerships, as you can probably decipher, has been night and day. I have a maintenance plan I have paid for up front at Toyota of Cool Springs that I will be cancelling, and I can assure you, I will not be back. You may have a different experience to mine, but I felt it necessary to at least make other consumers aware of what I have dealt with for the past week and a half at this dealership. Buyer beware. More

I had the best experience with everyone there. Especially Alan. He made this so easy for me. Especially Alan. He made this so easy for me. More