Steven Rhoads | Page 3

Stay away from this place!!! I purchased a 2020 TRD 4 months ago with extra warranty and had it towed in for Brake Fluid leaking. The service Department said it is not covered under warranty (wheel Cylin months ago with extra warranty and had it towed in for Brake Fluid leaking. The service Department said it is not covered under warranty (wheel Cylinder) , REALLY a brand new Truck!!!! I left messages for the Service Manager and the General Manager Steven Rhoads with no return call back. This place sold me a warranty that covers NOTHING for a brand new truck They will lose our business for less than a $75.00 part. This is our first Toyota and last!! More

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I am writing this review in response to the experience I have had with Fred Anderson Toyota of Charleston's Service Department (FAT) over the last week. My 2015 Prius had been running a little rough, and have had with Fred Anderson Toyota of Charleston's Service Department (FAT) over the last week. My 2015 Prius had been running a little rough, and needed some work after being hit by a flood in downtown Charleston. I had filed a claim with my insurance agent, and called FAT to schedule an appointment for an estimate of damages, and to have the work done. I brought the car to FAT the morning of Saturday 10/24/2020. Upon meeting my service rep (I won't name names because this is a review of the entire service facility) he told me that I would not be able to have the estimate done that day, especially if I was going to wait for it, because of the extensive work in taking the car apart that was necessary to verify water had not got into anyplace that it shouldn't have. I was also made aware that they do not have a body shop on-site so they could not make the repairs necessary to the body damage. My service rep seemed to be wanting to work with me, so after spending about an hour at FAT and with two phone calls to my insurance company all seemed to be squared away for me to bring the car back later in the week. We had decided that, as is customary with an automobile claim, this would be a one-stop-style procedure. I would bring the car in for the mechanical work, and once completed they would take the car and contract/sublet the body work to Caliber Collision right up the road. Once all of the work was completed I would come back, pay my $500 deductible, and pick up my car having all mechanical and body repairs completed. Originally I had rescheduled for Wednesday 10/27, but work and arranging a rental made it not possible. The service rep spoke with me and told me that if I could bring my car in Thursday 10/28 that they would work with me to make sure I had transportation available - at least for the duration of the estimate procedure. I agreed, and made arrangements with my boss at work to be able to take the car in Thursday morning. When I arrived at FAT Thursday 10/28 I got the process started with FAT to get the estimate going. The service rep told me that he was going to give me a RAV4 as a 24hr loaner, but if I needed it longer I would be able to pay for the rental at a rate of about $42/day. I told him that since I was going to have to pay for a rental anyways, and since the rate was in-line with what I had priced as a week-long rental with Enterprise, I told him that it makes the most sense to just rent the vehicle from them, and I am OK with the rate. He wanted to take my key, but I told him I have some stuff in my car that I needed for work, and he said that once they bring the RAV around I would be able to transfer my items, then we could swap keys. A short time later I was approached by another person that had some paperwork in-hand and said he would need my license, proof of insurance, and a credit card to arrange the loaner/rental vehicle. He also wanted my key, and after I explained I needed to get stuff out of my car he said he would bring it right back, he just wanted to move my car out of the way of the regular service lane traffic until the swap takes place. He did not come back with my key. In fact, I was on the phone with a friend while I was waiting for everything to get finalized I noticed that my car had indeed been moved, but was now being taken away before I could empty it. I went to my service rep and complained. He asked the guy who took my key, and I had to wait almost ten minutes for them to find out who took my car, where it went, and get it back. The second person then pulled up in a Camry next to my Prius for me to use. Now, this fact alone is not a big deal as I wasn't going to be picky regarding the type of vehicle was going to keep me on the road - just as long as I had one (whether from FAT or Enterprise). However, this would prove to be only one of many lies I was told since my interactions with FAT started the previous Saturday. I got all of my items transferred, and was prepared to pay for the rental for as long as was needed for FAT to repair the vehicle, get it to the body shop for repairs, and get it back for me to pick it up... I stopped by Thursday after work, and was actually able to be present when the service rep got the call from the insurance appraiser to validate and finalize the estimate, and parts were ordered so that the work can be done Friday. He told me that the repairs could be completed by/around lunchtime, then the vehicle would be ready for the body work. So I thought all was going well. Man, was I wrong! I spent all day Friday on the phone between the insurance company and FAT because of the following: 1. FAT wanted to change the labor rates for the repairs from $140-180/hr 2. FAT is refusing a direct payment from the insurance company 3. FAT is refusing to transfer the vehicle to the body shop 4. FAT is denying that there was ever an arrangement for anyone other than me to take the vehicle to the body shop 5. FAT will not release my vehicle until the bill is paid in full, even though it was higher than the $500 deductible I would have had to pay out of pocket and the insurance company was sending the rest of the payment directly to them 6. FAT is refusing to allow me to rent their vehicle, and there was never any arrangement for me to do so - they also said I was never entitled to the vehicle for more than the one day 7. The people at the switchboard and online chat refused to give me the names of the service manager/director and general manager I went through a series of phone conversations with my insurance company because I would get a message while at work that my car was ready and I needed to come by, pay, and pick it up. The insurance company called the dealership after putting me on hold, then came back on the line to tell me that everything was being taken care of - they were sending the dealership the payment directly, and the dealership was taking/shipping the car to the body shop as agreed. Every point of the conversations I had with my service rep on Saturday morning AND Thursday morning was an outright LIE. Not an accident, not an error, a straight up LIE Let me be clear about some things that I was very clear with my service rep about. When all was said and done Saturday I was very clear about the following: 1. I would NEVER have agreed to allow FAT to do the mechanical repairs if they were not going to contract/sublet the body work and take it to the body shop once the mechanical repairs were completed. The whole point of the appointment Saturday was to make sure that this was going to be a one-stop experience 2. $500 plus the cost of a rental is a lot of money, which is why I had arranged for the insurance company to pay the dealership directly for the difference. This way I would not have to worry about paying more than I can afford to have my vehicle released once the repairs have been completed I will make sure I tell everyone I know to avoid this dealership, at least for service if not also for sales. I have never had such a bad experience when it comes to vehicle service/repairs, EVER! I worked for Crown Automotive Group in NC the past, and this type of xxxx-poor customer service would NEVER had been tolerated. More

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Great service at Fred Anderson Toyota today.Eric Great service at Fred Anderson Toyota today. Eric Peterson helped me out in finding a great reliable car at a good price. Along with Eric, Bill Utnic Great service at Fred Anderson Toyota today. Eric Peterson helped me out in finding a great reliable car at a good price. Along with Eric, Bill Utnick and Steve Rhoads made the whole experience comfortable, genuine and easy. I would highly, highly recommend anyone looking for a new or used car to make this team at Fred Anderson Toyota Charleston your first choice!! More

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JJ my salesman and his sales manager Robert were awesome they work with you in every way possible. Will get my business again. Great dealership they work with you in every way possible. Will get my business again. Great dealership More

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The customer service you find at this dealership is amazing. If you're looking for a new car, make sure you at least give this dealership an opportunity. amazing. If you're looking for a new car, make sure you at least give this dealership an opportunity. More

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Fred Anderson Toyota of Charleston comes through again. This is the second Prius I have bought from Fred Anderson Toyota of Charleston. Tonya Walker and Steven Rhodes both helped seal the deal with which I This is the second Prius I have bought from Fred Anderson Toyota of Charleston. Tonya Walker and Steven Rhodes both helped seal the deal with which I was happy. Tonya also sold a new Prius to my sister-in-law the same day. There was some misunderstanding about what features were to be on my new Prius, but all was worked out to my satisfaction. More

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Hayward did an outstanding job finding the vehicle we wanted at the right cost. I was impressed with the efficiency of the whole process... quick and easy wanted at the right cost. I was impressed with the efficiency of the whole process... quick and easy More

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Great experience buying my new 2020 Land Cruiser! Easily, this was my best experience buying a new vehicle. Brent Poling and GM Steven Rhoads were great and easy to work with. I found them to be hones Easily, this was my best experience buying a new vehicle. Brent Poling and GM Steven Rhoads were great and easy to work with. I found them to be honest, trustworthy, upfront, transparent, and communicative throughout the entire process. I would highly recommend and plan to buy all my future Toyotas through them. More

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Frustrated time after time I visited Fred Anderson Toyota this afternoon for a routine service. I have roughly $88K miles on my 4Runner and was under the impression that I would I visited Fred Anderson Toyota this afternoon for a routine service. I have roughly $88K miles on my 4Runner and was under the impression that I would be getting the basic oil change service that is included in the “Family Plan.” I was told when I arrived that I had to get the 90K mile service or it would jeopardize my family plan. I tried to explain that I really only had time for the routine oil change but Chivas said the 90K mile checkup would only take 90 minutes. I said “Are you sure because I don’t have a whole lot of spare time. Just let me know.”I’m happy to come back at a late time for that service. He said Oh no right around 90 minutes. Ok. If you insist I need my 90K mile service now I’ll go ahead and get it. I told him I’d be back in an hour or so as my mom was there to pick me up to run some errands. We went to Costco and got back about an hour and fifteen minutes in. I thought great I have about 15 more minutes and my car will be ready for me then I can continue on with the other things I had on my schedule. After an hour passes by I go to find Chivas who is no where to be found. I speak to another service rep who says “Chivas cant tell time,” Funny to him but at the same time I’m furious and just want my car that was promised to me in 90 minutes. This service rep says it shouldn’t take more than 30 minutes. So a little over an hour later Chivas finds me to tell me my car is ready. This was around 6:05 (3 hours and 35 minutes later). When I got home I looked over the paperwork and it says that the car was ready at 5:08pm. Stinks that no one came to get me until a little after 6pm. Nice. By the way, is a tire rotation a mandatory part of a 90K mile inspection? Was unsure of this as it was in my bill. I’ve had my 4Runner since May of 2013. I was beyond thrilled with the service department for the first 5-6 years or so. I would go out of my way to praise them. The past 1-2 years have literally been crap. I hate to speak so candid but nobody seems to care anymore. There are zero incentives for my family to continue to buy from Fred Anderson Toyota. I had a bad experience roughly 3-4 months ago that was corrected with a free car detail. However, when the car was dropped off, 2 hours later I was told that the car was ready, I go to pick the car up and even the service guy says the guys did a pretty bad job. I go to get in the car and notice nothing was done. It’s pretty sad. I have no time to wait around for anyone and am simply shocked at this point. I send a follow up email that is responded to by Stephen at Fred Anderson Toyota. He made things right by having my car detailed the right way. Finally! I feel the staff is nice but unfortunately a little deceitful. Just be honest. If you cant get the job done in the time you promise, dont tell the customer. Not interested at all in buying another Toyota from this dealership. More

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Professional, knowledgeable, customer focused describes Matt This is my second purchase in 12 months from Fred Anderson Toyota. Matt Worlock, Saara Khalil and Steve Rhoads are extremely professional, caring and This is my second purchase in 12 months from Fred Anderson Toyota. Matt Worlock, Saara Khalil and Steve Rhoads are extremely professional, caring and their integrity is outstanding. The culture of the entire organization is built on the character of their employees. No matter who you speak to, they are friendly and customer-focused. I'm a customer for life!!! More

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