Rick Doran | Page 4

DISGUSTING & DEPLORABLE!!! I would give a 0 rating if able: This experience has been the worst. I didn’t think a company could behave in such a disgusting manner. My family has I would give a 0 rating if able: This experience has been the worst. I didn’t think a company could behave in such a disgusting manner. My family has been a long time (+20 years) Toyota and Mazda family. We also had been using Arlington Toyota since we moved to the area. We brought our Prius in to Arlington Toyota for a scheduled oil change. As our Mazda had a hole in one of its tires, our service manager Chris B. stated they could plug the leak while we waited. After getting our cars back, as I left the lot, I noticed the Heads Up Display (HUD) in my vehicle was not displaying the information it normally does and did upon arriving as it appeared the alignment was out of calibration. I immediately turned around and headed back to the dealer. In speaking with our service manager Chris, he stated he would give me a call the next day to discuss. I explained to him that misalignment can happen by either manual manipulation of the unit or by leaving something under the display when it closes. Chris stated that they do leave papers on the dash when working on the vehicle. Chris, and his associates Jason U. and Thomas H. took photos of the unit and contacted Tom Bush Mazda as Thomas said he had worked there. The following day I had still not heard from Chris, I left a few voice mails and messages at the service desk but no reply. I elected to call the service manager Eric S. as I felt Chris was stonewalling me. In explaining what had happened he stated “he would not take any responsibility for what happened with the vehicle”. In explaining to him that the HUD was working fine prior to arriving and it was not when I left, he replied with he didn’t understand how the HUD could be damaged during a tire patch and I reiterated to him what I explained to Chris and that the unit was in working condition prior to arriving and broken upon leaving. For an individual who is in charge of a service department, it bewilders me he is this myopic. In asking to speak to his manger he stated he “was in charge” and that he “made all decisions”. These are quotes from this individual, who in charge of a service department with a dismal rating (Yelp, Google, BBB), and he never once was he able to point me in the direction of the General Manager, Rick Doran. In growing frustration I turned my attention to Rick Doran. I wrote Rick D., the head of the company a few days later. I explained what had happened and asked if there was a pathway to discuss what had happened. He replied that he will get back to me. A few days later I received an email from his admin assistance. I was forwarded the following: In speaking with Mazda, they were aware of this issue, because they have seen this issue before. They stated there is no adjustment only a replacement and it is approximately $1,000.00. After research, it was decided that this is a well-known issue. A piece of paper would not have caused the pop up display to fold in anyway. The pop up display pops up when the vehicle is started and drops back down when the vehicle is turned off. The repair order was placed on the dash when the vehicle was not running and was never back on the dash as the technician had the repair order during the repair. We advise you to contact Mazda and request they repair your pop up display on “Goodwill. As I was curious how Arlington Toyota who doesn’t own a Mazda dealership was able to ascertain this, I asked who they spoke to. Rick’s admin stated that they reached out to the service manager at Tom Bush Mazda, the same place where Thomas H. worked prior. At the time, I was not a client of Tom Bush Mazda but I reached out to them to find out what was discussed. In speaking to the service manager, he stated the following in writing: 1. He never had any contact with Arlington Toyota about my specific vehicle, only what the cost was to replace the HUD would be. Interestingly enough, Arlington Toyota quoted $1,000 while Tom Bush Mazda quoted $700. Again, there is a lack of transparency. 2. He further clarified that they have seen this issue before and of the times that they have seen it, it has always been due to manual manipulation of some sort or another. 3. The service manager also stated he would be happy to look at the unit to confirm what had happened At this point I believe I was being lied too. I outlined in an email what my courses of action would be against the company and sent it to Rick and left him a voice mail. Approximately a week later Rick did call me for the first time. He said he was following up in my message to which I said I left a week ago. In trying to be cordial, I tried talking to him about the incident. He stated that in reviewing the information that Arlington Toyota would pay for half of the costs. I explained to him that it was not my fault and the unit was broken during service I hired them for. He stated “we could what if all day long”. While he is write, the evidence and facts from Tom Bush Mazda indicated what happened and the cost of lying about something like this to myself far exceed the gain of a new HUD display. I terminated the phone call and after close to 3 plus months, Arlington Toyota has not done a single thing to remedy the issue. I have called Toyota Corporate who asked for 48 business hours to allow Arlington Toyota to reply, unsurprisingly they did not. SUMMARY: We brought our cars in for service. During the tire patch on my Mazda, the Heads Up Display in the car was damaged. I was told that I would get a call back which never happened and then was stone walled by Eric S. the service manager. In speaking to Rick Doran, the general manager, Arlington Toyota stated they would not take full responsibility for what happened. All I asked for was for my car to be put back to the same condition it was in prior to arriving to Arlington Toyota. I never once asked for money and followed their timeline well beyond a reasonable limit. If this story stops one person from having the same experience I did, then it was worth it. It’s not the mistakes that happen, its how people deal with them that counts. More

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Did not send the Cancellation Form to my lender. Back in April 2016, I bought a certified pre-owned Toyota Prius from Alrington Toyota. I also bought gap, car care, and road hazard. The very next day Back in April 2016, I bought a certified pre-owned Toyota Prius from Alrington Toyota. I also bought gap, car care, and road hazard. The very next day, I went in and asked to cancel car care ($1299) and road hazard ($337). They were very nice and had me sign a cancellation form that they would send to my lender (Southeast Toyota Finance) to be taken care of by them. I call my lender and they assured me that Arlington Toyota should be sending them the cancellation form and that the refund would be applied at the end of my loan. Fast forward to December 2018 and I'm rear-ended and my Prius is totaled out. I go through the insurance process and when I contact my lender, they tell me that Arlington Toyota never sent them anything about a cancellation of those two services (car care for $1299 and road hazard for $337). So I contact Arlington Toyota (over the phone since I live 3 hours away from them), and they at first tell me that a manager will give me a call back. Nothing. Then I call again and they give me an email to send a copy of my cancellation form so they can take care of it. Nothing. Call again, they tell me again that a manager will be in contact with me. Nothing. These guys sold me a car and once they were done profiting from me, they were effectively done with me. They've screwed me over by not scanning/emailing/faxing this one-pager to the lender like they were supposed to do and now they don't to fix their mistake. I would NEVER recommend them to ANYBODY. They LIED to me saying that would send my cancellation form. They LIED again when they said they would call me back. Now they're avoiding me and the responsibility they have to send this for to my lender. THEY have to be the ones to send it. I doubt anybody in their right mind would be okay being out $1636 on something they effectively returned and thus never used. And all they have to do and say is : "Yes, Miss Serrano, we got your email with the form and we have sent it to your lender. Here is confirmation from our part that this has in fact been sent to Southeast Toyota Finance." More

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terrible experience This was a terrible experience for me and Toyota Corp added to the dealer issues. You have my complaint to the BBB for more details. But it comes down This was a terrible experience for me and Toyota Corp added to the dealer issues. You have my complaint to the BBB for more details. But it comes down to 5 visits to get the gas gauge problem properly addressed. The first 3 visits ended when I arrived with the gauge showing about 3/4 tank full ( very slightly less) and putting 8.5 gallons of fuel into the tank. I told the Arlington Toyota rep that my research indicated a 16 gallon tank and he corrected me twice saying 14.7 gallon tank ( which I am told today that it is 16 gallons). So the tank should have read 1/2 tank or a tad less when it was reading a tad less than 3/4 and yet the rep said, " all is fine and tried to send me home, Service rep said that he had 4.5 gallons of gas into it and the gauge moved". Wrong answer, wrong analysis and already the 4th trip for this problem. I then left and added another 4 gallons of gas for a total of 8.5 when it was reading 3/4 full- clearly it should have been reading 1/2 tank. He was supposed to get right back to me and did not until I forced the issue with Toyota Corp. USA. My 4th visit was marred when I turned in my vehicle for this problem on a SUnday and then tried to get a loaner vehicle. The rental manager said I had to sign the gas was full and the car perfect without seeing the rental vehicle. I said that I would gladly sign but I wanted to see the vehicle first. He said he refused to show me the vehicle unless I signed all was perfect first ( fuel and condition of car- no problems). The rental manger insisted that I had to falsify the contract or he would never let me see the car. He didn't allow me to see the car before signing off so he refused to rent me the car- no joke. I had to get my 2019 Camry back from the service dept and go home. See the BBB complaint. The GM never apologized or indicated how he was going to prevent future fraud as I had requested in writing with my BBB complaint. On the 5th visit, I told that they could have calibrated the gas gauge at the first visit but they did not and created problems with multiple service calls. Toyota Corp. should have immediately moved to protect their reputation against fraud, dishonest dealing, falsification of rental contracts associated with a warranty call on a 2019 vehicle and did nothing to address the situation other than help arrange another ( the 5th) warranty visit for this issue. I can only say this was a terrible experience and I do not believe Toyota Corp really cares or they would have addressed the fraud/ strong arm falsification of a contract and refusing warranty service unless I falsified a legal document. More

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Great customer service Mike Sandelin went out of his way to help us get our Toyota Sienna fixed. He was speedy, reliable and communicated with us throughout the entire proce Mike Sandelin went out of his way to help us get our Toyota Sienna fixed. He was speedy, reliable and communicated with us throughout the entire process. Reliable service at Arlington Toyota!! More

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Outstanding Service From Sylvia Brummit I had the wonderful experience in dealing with Sylvia in purchasing my new Camary. She’s an outstanding professional that couldn’t have made my purcha I had the wonderful experience in dealing with Sylvia in purchasing my new Camary. She’s an outstanding professional that couldn’t have made my purchasing experience any easier. It was a pleasure dealing with her and the entire Arlington Toyota staff. I highly recommend in purchasing your next vehicle from Sylvia and Arlington Toyota. More

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Awesome Day at the Dealer The experience of a 20 year salesperson was invaluable and the owner of this dealership clearly knows how to keep customers happy. I wouldn’t think of The experience of a 20 year salesperson was invaluable and the owner of this dealership clearly knows how to keep customers happy. I wouldn’t think of going anywhere else and highly recommend this place for any vehicle purchase! More

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Good service System of making appointment, shuttle service, maintenance performed were all good. However, I have not received one discount coupon that usually go t System of making appointment, shuttle service, maintenance performed were all good. However, I have not received one discount coupon that usually go to Srlington customers since I bought my car from you in 2017. I would like to receive them, please. More

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Mike S is great Mike is the only person I will touch my 3 Toyota’s. I have tried other dealers in the past but Mike always reminds me why I keep coming back. He is al Mike is the only person I will touch my 3 Toyota’s. I have tried other dealers in the past but Mike always reminds me why I keep coming back. He is always there for my appointment and has always giving me accurate estimate of wait times. I have such a tight schedule and Mike understands how important it is that I can’t sit around waiting for no reason. Keep up the great service, you have earned a customer for life! More

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Maintenance Quick friendly service. Took care of the needs of y car at the time and noted what should be ready to do next service visit Quick friendly service. Took care of the needs of y car at the time and noted what should be ready to do next service visit More

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Sylvia B is amazing We have purchased all of our vehicles from Sylvia. We drive from orange park just to be able to work with her. She is very personable and extremely We have purchased all of our vehicles from Sylvia. We drive from orange park just to be able to work with her. She is very personable and extremely Toyota knowledgeable. More

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