Donroy Quilop | Page 3

To whom it may concern,this dealer is straight forward in doing business,they also have start workers who are knowledgeable.The lady that picked up my calls the day I called for the car is nice in our conver doing business,they also have start workers who are knowledgeable.The lady that picked up my calls the day I called for the car is nice in our conversation, and Donroy Quilop the customer service guy was very nice to and knowledgeable.The financial guy answered my questions to convince me to buy the car More

by NWOKOCHAJ Verified Customer Verified Customer

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Joe Perry is a great sales manager I like how easy the process can be when you have the right people in the right place. Bill H. and Donroy are truly professional at their craft. Good job everyone! process can be when you have the right people in the right place. Bill H. and Donroy are truly professional at their craft. Good job everyone! More

by DOLJOETWO Verified Customer Verified Customer

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My used 2021 Sienna is wonderful (I was a GM loyalist until they stopped making minivans; this is my first Toyota, and so far it is serving me well)! Also, the Service Department here has been great! Bu until they stopped making minivans; this is my first Toyota, and so far it is serving me well)! Also, the Service Department here has been great! But this rating request came immediately after my vehicle purchase, so my rating pertains only to the Sales Department. I am not satisfied with my purchase experience, and I think the salesman has no integrity, even lacking concern for the safety of his customers. Read on to learn more. Donroy was quick to greet me as I walked into the building for the first time. Unfortunately, due to the supply chain shortage, there was only one of the vans I requested to see still available on the lot, even though there were a few others posted online. I was glad to learn the one I was most interested in was still available. We took it for a test drive. I asked if I'd be able to take it home to let my wife see it, check the fit in the garage, etc. Last time I purchased a vehicle, I was allowed to take it home overnight and to have my own mechanic inspect it. This time, I wasn't allowed to go anywhere without Donroy accompanying me. Upon return to the dealership, I asked for the out-the-door price. Of course, taxes and fees would be added. But also were a subscription, a warranty, and financing insurance. The manager was called in to explain that the market is tight, vehicles are expensive, and there was no wiggle room in the price. He did remove the unwanted warranty from the final price, but nothing more than that. I left to compare with other vans for sale in the area. But the limited supply meant I had few options. I feel like the dealers are taking advantage of the short supply in order to price-gouge their customers, knowing there is little the customers can use as bargaining chips. I bit the bullet and returned with my wife, and we signed the papers. When Donroy handed us the key, I said, "only one?" He said he would order the second one, and when it came in, they would call to set up an appointment to program it. That was the beginning of my hassle. The next day my wife noticed a little chip in the windshield, almost hidden from the driver's seat by the mirror. I called Donroy, and he said they could fix that when they gave us the second key. So we left for our summer vacation. Before returning home, we stopped to fill up with gas, and we briefly noticed an odd sound. We didn't notice it again until we were in the driveway. Turns out a piece of plastic had come loose and was dragging underneath the van. Called Donroy, and he said to text a picture. He replied, "Cool." Knowing it wasn't an urgent repair, I suggested it could wait until the key had come in. No reply. During that call I had also asked if there was any update on the key order. He had no update for me. Then we noticed something odd with one of the tires. I inspected more closely and discovered a TIRE PLUG had been used in the SIDEWALL of the tire!!! I knew that was a SERIOUS SAFETY ISSUE. I called Donroy, and he refused to do anything about it, simply arguing that the vehicle had passed the inspection, so there couldn't possibly any safety concerns. I admitted that maybe I was wrong, but I did more research, and clearly IT IS A SAFETY CONCERN. Donroy basically ghosted me at that point. I tried calling the manager, but nobody replied to my message. Then I talked to the receptionist who said I should try talking to the Service Department, and there began my interaction with them (as I said above, they've been great to me). Service scheduled me to have the vehicle looked at. The service representative acknowledged that I shouldn't be driving much on that tire. They ordered a new tire and a new plastic piece to replace what fell off the bottom of the van. I had to delay a vacation departure in the meantime, but the Service Department had both the new tire and plastic piece on my van by late afternoon the next day. Meanwhile, I'm told that there is no key on order for me. Service isn't allowed to order that for me without Sales' approval, so I have to go talk to Sales. Donroy is a little shocked to see me, when I approach him upstairs. I mention that I'm in for service, and there's no record of the key order he said he would place when we purchased the van. He tells me to have a seat in the lobby, while he investigates. His manager briefly steps into his office while I'm waiting. Donroy emerges with the piece of paper that Service needs, while claiming that the key was ordered. A flat out lie, as best as I can tell. Upon returning downstairs to Service with the paper, the order for the key was quickly placed. But I'm told nothing can be done for the windshield chip without Donroy's approval. When the key comes in, I called Donroy to schedule a repair for the windshield. I know this is a novel, but if you recall, he told me that could be done when the key (which he apparently never ordered) would come in. But now that the key has arrived, he denies their responsibility to fix the chip. Yes, truly that chip could've happened on my first drive home from the dealer, but I didn't notice anything hit my windshield. And he had told me they would fix it. Nevertheless, what can I do now to make that happen? The cost of fixing the chip, the cost of a new tire, etc. Tiny compared to what I spent on the van. Nothing that will break the bank for me. But it's the principle of the matter. I don't like to spread bad news about others, preferring instead to work out a difficulty one-on-one and then leave hurts in the past. But in this case, when the man (or maybe the whole department?) refuses to honor his word, or in the case of the tire, has no qualms about the lives that may be in danger from a faulty part that he sold--SHAME on him! Yet never even a hint of remorse in his voice, but only an ungentlemanly annoyance. I don't care about the money. But integrity and honor mean something. If he can't acknowledge his errors and aim to improve his practices, then he doesn't deserve to be in his job, especially if somebody else might be hurt by his carelessness. More

by COEMGENUS.CUSTOS Verified Customer Verified Customer

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Great customer support friendly and knowledgeable this is my new spot for all my company truck repairs my new spot for all my company truck repairs More

by SIMON2158 Verified Customer Verified Customer

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Great service! I had a wonderful car buying experience. I highly recommend Oakbrook Toyota. I love my Rav 4! I had a wonderful car buying experience. I highly recommend Oakbrook Toyota. I love my Rav 4! More

by PGUTIERREZPATRICK Verified Customer Verified Customer

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We have bought or leased over a dozen cars from Oakbrook Toyota, and the sales and service teams are outstanding. I highly recommend working with them when you need a new or used car. Toyota, and the sales and service teams are outstanding. I highly recommend working with them when you need a new or used car. More

by CHATTERBES1 Verified Customer Verified Customer

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Donroy was extremely helpful with the purchase of my vehicle! Nearly a month later and I’m still more than content! vehicle! Nearly a month later and I’m still more than content! More

by KIRKLYN Verified Customer Verified Customer

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I had a pleasant experience and would definitely buy another car from them. The staff was accommodating and the overall process was quick. another car from them. The staff was accommodating and the overall process was quick. More

by Allesandro Verified Customer Verified Customer

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My experience was poor from the scheduling to the lack of service to the explanation of what was done and finally on getting my keys back from the service manager. I wasn’t even told where my car was in the service to the explanation of what was done and finally on getting my keys back from the service manager. I wasn’t even told where my car was in the parking lot. I had to use the panic button to find my car, it was a poor experience all around. I sat in the waiting room for 2 and a half hours to be told that they actually didn’t even do the maintenance that I scheduled the appointment for. I shared this information with my sales person who never followed up, so I escalated this to the sales manager and the gm. I would stay as far away from this dealership as possible. They’ll happily take your money for a new vehicle and then they couldn’t care less about you or your vehicle. More

by CCARTWRIGHT311 Verified Customer Verified Customer

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This dealership was very courteous and helped us find our dream car. Would definitely buy from them again! dream car. Would definitely buy from them again! More

by JACLYNHOFFMAN Verified Customer Verified Customer

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