"Sales Great. Follow up after sale, not so great. "
My wife and I learned of Motorworld Toyota online after a month of searching for a truck online and in person at various dealerships. Motorworld Toyota, had a good selection of new 2018 Tacoma Trucks that were not sold yet. Toyota had some good incentives to consider leasing and so I made the 1.5 hr trip over to check them out in person with my son. I spoke with Sean Von Poppe through the internet inquiry and he called me almost immediately after my inquiry to set up an appointment to come up that day. I was handed over to Todd Eagleton who was a phenomenal salesman. Very polite, very thorough, listened to my needs, concerns; probably the most thorough and straightforward sales professional I have met in a very long time. Both Sean and Todd were great with my son. We had arranged a tentative deal that Wednesday and Todd said they would get the vehicle back to get detailed for us to take home on Friday. My wife had to come look at it Friday since the following day was Thanksgiving, we didn't get there until first thing Black Friday. In any event, we got there Black Friday first thing. We noticed the truck was inside the showroom but not washed. Good said they didn't have time Wednesday night before closing to do it. Ok I understand. Thanksgiving was the next day and people wanted to get home. I get it. However, we also noticed there was a scratch on the truck that wasn't there Wednesday when I was up. Ordinarily I wouldn't throw a huge fit because of the size of it, but it's a brand new truck. Todd was again great. He apologized and said he would have it taken care of. He spoke to Jay and Jay assured me they would get it taken care of. Todd ran through all the features with my wife on the truck and answered questions again. Jay came out and gave us a straightforward deal. We felt like he was honest with us and we hope that was the case. While we were processing paperwork, Todd had the truck looked at in the service area about the scratch and said they would put touch up paint on it for now and it would have to come back to get airbrushed at a later date. We were in and out on Friday probably within a little over 2 hours. All together the sales end went pretty well. However, what happened after the sale has not been a good experience. We noticed Saturday night when we drove the truck in the dark for the first time that the low beam headlights were awful. So we contacted Todd. He said he'd look into it and I even sent him information I had just found that night online that shows it was a known issue. I told him that it makes it very difficult and unsafe to drive at night. Todd followed up with me Monday and spoke to Jay. They both advised me to contact Toyota directly. Which I did. Toyota told me to get it inspected, so I got put in touch with Jonathan in service. I told him we live 1.5 hrs away and would like to coordinate the service closer to dark to make sure the issue was resolved. Jonathan said they don't schedule after 4:30p. So I ended up taking it to Aubrey Alexander Toyota which is close to me. I then had to deal with Toyota customer service again and got sent to a case manager named Joan Collins. The case manager was nice but stated that she wasn't getting answers from people above her and hoped to have an answer to me by that Thursday. Thursday I received a phone call from Mike the Service Manager because I had contacted the dealership to express my frustrations over the vehicle. Mike said he understood and would get back in touch with me Friday once he talked to Joan. I heard from Joan on Friday and she said at this point, Toyota doesn't have a fix because it sounds like it's a design flaw and "those changes don't happen fast." Mike didn't call me right away on Friday so I called him. He told me that he'd still like to come up with a fix of different bulbs to try to make me happy but asked if he could call me back in 30 minutes to research it and set up a time for me to come up. Mike never called me back. So here we are with a brand new truck with a light issue that no one wants to seem to try to take care of in way possible. We have a scratch that still needs to be airbrushed, and I was never compensated for the week of having to chase people down on the phone, going to get the truck inspected, and my time lost for that week.
Because of all of the service or lack there of after the sale, I've already begun to question my trust in Toyota's brand and whether or not I would refer anyone here. Again the sales team was phenomenal. I have nothing bad to say about them. But sales are only part of the complete package of earning and building brand loyalty. If your commitment to the customer stops the moment they finalize their paperwork, that's a problem. Everyone I interfaced with in person from Todd, Jay, and other Sales team members, they were very friendly. Mike even seemed friendly at first. But not following up and following through for your customer, that's a problem. If you're just looking for a great deal, come here and ask for Todd Eagleton and I believe Jay will treat you right. If you're looking for service/support to resolve an issue after the sale, you might find yourself very frustrated. At this point, my issue still isn't resolved and the response I've gotten from Toyota and Motorworld is to basically live with it.
"Friendly, courteous and willing to help"
- Kathy H
Needed tires alignment, state inspection and exhaust pipe replaced. Quoted me price and didn't do anything without my ok. Car was finished by the promised time. Used all coupons possible to help with cost!
"Service experience "
- Grateful 2018
Jonathan and the mechanics whose name I don’t know provided excellent services .
Please appreciate the mechanics who are behind the scene also.
Other Employees Tagged:
Linda from Shuttle services who has alway provided the excellent services so as the both the shuttle drivers who dropped me of when I left the car for the service and pick me up when car was ready
"6 month check up on Toyota Tacoma "
I missed my original appointment for a 6 month check up- they worked me in immediately and were very efficient and fast, would recommend dealing with them- thank you
"Great Customer Service"
Had come in to get a key program. They got us right in. And thr job was completed in less than 1hrs. Nice! Coming back next week to have a recall part replace.
Other Employees Tagged:
"Excellent service would definitely recommend"
- Shawm Platek
Excellent service would definitely recommend to friends and family. Great dealership will buy from motorworld again service advisor was helpful in getting vehicle serviced. Thanks
Dropped vehicle off said it would be done at a certain time it was jumped in and came home all the work was done and checked off by the time he said