We purchased a 2022 Toyota Highlander Platinum on 7/26. - alex.cole.1791
We purchased a 2022 Toyota Highlander Platinum on 7/26. Joe, our salesman was great. I would give 5 stars if this was based solely on our interactions with him.
The driver seat ventilation was not working on the day we test-drove the car, a fact to which our salesman agreed and attested to. We received, in writing, an assurance from Dylan Dillard of Duval Honda that the seat would be repaired as a condition of the purchase and that if it could not be repaired, they would "unwind the sale." Again, this was provided by Dylan Dillard.
We dropped the car off at Subaru of Gainesville, part of the same auto group (Lithia) and closer to our home, on 7/29. After initially determining that the seat was working correctly, we went to pick up the car on 8/1 and found that it was in fact not working and their master mechanic agreed and said they would take care of it.
The following Monday, 8/4, Subaru of Gainesville sent both myself and Dylan Dillard of Duval Honda a repair estimate for approval. Dylan Dillard of Duval Honda refused to respond to this estimate, and would not return my calls, or the calls of anyone in the service department at Subaru of Gainesville. I was ultimately forced to text my salesman to get any response. Finally, on 8/11 my salesman notified me that the GSM at Duval Honda (whose name I do not know), Dylan Dillard's boss, was forced to step in and provide the approval that Dylan Dillard initially agreed to when we purchased the vehicle back on 7/26.
The fact that Dylan Dillard of Duval Honda provides such incredibly poor customer service after the sale is the reason I provided this one-star review. I have rarely ever been so disrespected in what should be a professional relationship. We have, frankly, regretted the purchase and would return the vehicle if we could.
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