Stevenson Toyota

I have gone back and forth about writing this review, but the more frustrated I become I have to voice my frustration with Stevenson Toyota. I would suggest that if you have the option of taking your car to another company for repairs I advise you do. I made an appointment on 5/6/2016 to have my oil changed on 5/7/2016 when I arrived to Stevenson for my appointment I was told by the agent that I did not have an appointment schedule, and none of my information was in the system. So, I gave all my information again. However, when I arrived, and told the greeter why I was there he looked down at his clip board, and stated that he saw my name The agent I meet with did not even say hello to me when I walked into the office. She only stated "how can I help you". There was no statement such as, hello may I help you. It was just how can I help you. If I were not someone that worked in customer service for many years this may not have bothered me as much, but I understand how customers are to be greeted. So, this started off bad for me. I gave all my information, and had my car worked on. It took two hours. After the service was completed I was given a copy of the multipoint inspection. My car needed some work. On May 13th I made any appointment to drop my car to have the suggested work completed on May 18th. However, due to work I had to reschedule the appointment until the 19th. I had to reschedule with the service department b/c the agent I was given never answers the phone, and does not always returns phone calls. When I arrived to drop my car off I was advised that a loaner car was not reserved. I will take the blame for that because I did not know that I had to tell the service department that I need a loaner car. My assigned agent call me to reschedule for the 24th. On the 24th after work I went to Stevenson to drop my car off. When I walked into the office meet with the agent. I was greeted with "do you have an appointment" again no hello just "do you have an appointment" I gave my name and advised that I was scheduled to come in at 5pm. She then stated "oh [redacted]" I said "yes". She then asked if I needed a loaner car. This seemed odd as I was rescheduled due to needing a loaner car, and one not being available . This agent understood that, and still did not reserve loaner for me. So, at that last minute enterprise rental car was contacted to get me a rental. I understand mistakes are made. However, I hate when people attempted to insult my intelligence. It was pretended as if that was the plan. All that needed to be said was Ms. [redacted] I would like to apologize, but we do not have a loaner at this time. So, we have gotten you a rental car. That would have been perfectly fine, but that was not the case. I dropped my car off on the 24th and got it back on the 1st. When I picked my car up, before heading into work, I noticed that my car was making a loud airy gritty noise when I pressed the gas. My car had not made this noise prior to the repairs. The noise is much different than a normal acceleration sound. I thought at first I just needed to drive the car a bit, but the noise continued. I had a few people listen to it, and they agreed the noise is not normal. I called to schedule a time to bring my car back, and of course I had to go through the service department b/c the agent never answers her phone. I was advised that if the noise is due to Toyota they would cover any repairs, and of not there is a $90.00 dollar fee. I understand the fee; however, my issues is that my car was there from 5/24-6/1. Once the service was completed the mechanic never test drove my car, or he would have heard the sound. I have had several cars in my life time, and after service is completed the mechanic always test drove my car before returning it to me. All they did was park it. Now, due to incompetence from start to finish I am forced to spend another Saturday at Toyota. I need one other repair, and I will be going elsewhere. After $2,600 dollars in repairs I do not expect a new sound. I am done with this place.
(The following was submitted by the consumer after further communication with the business:)
Update: My experience started off very poorly with Stevenson T mostly due to poor customer service. However, the Store manger Mr. [redacted] and the Service Manager Mr. [redacted] quickly got into contact with me to resolve the issues. They were very kind to me, and I honestly feel that they cared about my concerns. My car was serviced, and the problem was fixed. They also clean my car inside and out for free. My car was not clean, so that was not an easy job for them...lol. I would definitely recommend getting you car care needs taken care of at Stevenson Toyota.","pos-1

They will not fix a manufacturers defect after the vehicles warranty is up.","neg-1

We purchased a vehicle from Stevenson the first week of February. At the time of purchase the remote entry key lock button wasn't working. We have been talking to several different people, both sales and management and getting the run around. We have been promised by multiple people that it will be fixed yet no one calls us back and here we are almost two months later still with a non working key. Now the newest person we have been referred to as a possible answer is saying that apparently the verbal promises we have received mean nothing and if we didn't get it in writing from one of the many we talked to then OH WELL. I have tried to contact their general manager [redacted] and he is either never there or always in a meeting. We are also on our second 30 day tag because apparently there was a problem obtaining our title. A problem that should've been handled before selling the vehicle to us. I would appreciate someone in upper management contacting me to get this matter handled immediately. I have even purchased an additional key that they can program if the key I have is non fixable. I don't care what key I use as long as it works. Minor issues, yet major avoidance by the staff on this matter.Product_Or_Service: [redacted]Desired SettlementI would like to have my key repaired or replaced. I would like to have my license plate and the working key if possible by the 3rd when my temp tag expires. Business Response Contact Name and Title: [redacted]Contact Phone:[redacted]Contact Email: [redacted]I have personally spoken with Mrs. [redacted] and we have resolved her issues. We got her tag for her and we cut and programmed the 2 keys she was promised. She has my cell number and I asked to call me if she ever needed anything else.

I have gone back and forth about writing this review, but the more frustrated I become I have to voice my frustration with Stevenson Toyota. I would suggest that if you have the option of taking your car to another company for repairs I advise you do. I made an appointment on 5/6/2016 to have my oil changed on 5/7/2016 when I arrived to Stevenson for my appointment I was told by the agent that I did not have an appointment schedule, and none of my information was in the system. So, I gave all my information again. However, when I arrived, and told the greeter why I was there he looked down at his clip board, and stated that he saw my name The agent I meet with did not even say hello to me when I walked into the office. She only stated "how can I help you". There was no statement such as, hello may I help you. It was just how can I help you. If I were not someone that worked in customer service for many years this may not have bothered me as much, but I understand how customers are to be greeted. So, this started off bad for me. I gave all my information, and had my car worked on. It took two hours. After the service was completed I was given a copy of the multipoint inspection. My car needed some work. On May 13th I made any appointment to drop my car to have the suggested work completed on May 18th. However, due to work I had to reschedule the appointment until the 19th. I had to reschedule with the service department b/c the agent I was given never answers the phone, and does not always returns phone calls. When I arrived to drop my car off I was advised that a loaner car was not reserved. I will take the blame for that because I did not know that I had to tell the service department that I need a loaner car. My assigned agent call me to reschedule for the 24th. On the 24th after work I went to Stevenson to drop my car off. When I walked into the office meet with the agent. I was greeted with "do you have an appointment" again no hello just "do you have an appointment" I gave my name and advised that I was scheduled to come in at 5pm. She then stated "oh [redacted]" I said "yes". She then asked if I needed a loaner car. This seemed odd as I was rescheduled due to needing a loaner car, and one not being available . This agent understood that, and still did not reserve loaner for me. So, at that last minute enterprise rental car was contacted to get me a rental. I understand mistakes are made. However, I hate when people attempted to insult my intelligence. It was pretended as if that was the plan. All that needed to be said was Ms. [redacted] I would like to apologize, but we do not have a loaner at this time. So, we have gotten you a rental car. That would have been perfectly fine, but that was not the case. I dropped my car off on the 24th and got it back on the 1st. When I picked my car up, before heading into work, I noticed that my car was making a loud airy gritty noise when I pressed the gas. My car had not made this noise prior to the repairs. The noise is much different than a normal acceleration sound. I thought at first I just needed to drive the car a bit, but the noise continued. I had a few people listen to it, and they agreed the noise is not normal. I called to schedule a time to bring my car back, and of course I had to go through the service department b/c the agent never answers her phone. I was advised that if the noise is due to Toyota they would cover any repairs, and of not there is a $90.00 dollar fee. I understand the fee; however, my issues is that my car was there from 5/24-6/1. Once the service was completed the mechanic never test drove my car, or he would have heard the sound. I have had several cars in my life time, and after service is completed the mechanic always test drove my car before returning it to me. All they did was park it. Now, due to incompetence from start to finish I am forced to spend another Saturday at Toyota. I need one other repair, and I will be going elsewhere. After $2,600 dollars in repairs I do not expect a new sound. I am done with this place.
(The following was submitted by the consumer after further communication with the business:)
Update: My experience started off very poorly with Stevenson T mostly due to poor customer service. However, the Store manger Mr. [redacted] and the Service Manager Mr. [redacted] quickly got into contact with me to resolve the issues. They were very kind to me, and I honestly feel that they cared about my concerns. My car was serviced, and the problem was fixed. They also clean my car inside and out for free. My car was not clean, so that was not an easy job for them...lol. I would definitely recommend getting you car care needs taken care of at Stevenson Toyota.

They will not fix a manufacturers defect after the vehicles warranty is up.

On July 15th I signed a contract with Stevenson Toyota. They have failed to provide necessary documents to register car and necessary inspections. They had informed me when I was heading to California for work (current location) that they had failed to give me the inspection so I would have to get it done in California and they would reimburse me forIt. I got the inspection Complete and upon doing so was responded to by the manager saying that now I would ha e to register it myself. however I haven't been able to register it because I do not hold a copy ofThe title. My bank navy federal has still notReceived the title and the dealership "has noRecord " of the title after they shipped it. I StuckI'm limbo without the title. I called the dealership again and demanded a new temporary tag becauseThe one I have expired on August 15, that was Thursday August 13. They then said they would overnight the new tag and I would get it no later then Monday (today) after not receiving it today I called again toWhich they told me it would be here tomorrow and that it was defiinitely overnighted via FedExDesired SettlementI want the title to the car I bought. Business Response /[redacted]/I have read [redacted] complaint and I wish things could have gone smoother for him. There are a few more moving parts in this process than us. We are ultimately responsible, but these are the sequence of events. The deal was done on 7-16-2015 and we submitted the DMV title work on 7-29-2015. North Carolina DMV printed the title on 8-8-2015 and it takes about 7-10 business days for the title to make it from DMV to the lien holder NFCU. As a dealership, we have a responsibility to record the lien with the lienholder. We have been in contacted with NFCU, once they get the title we can reach out to [redacted] to see where he wants the title sent. We are very sorry for the inconvenience to him, but unfortunately there is a time frame we have to follow.

I needed to have the dashboard on my truck replaced. My Insurance company, USAA, recommended that I take my truck to Stevenson Toyota Collision Center as they were on their approved list. What a mistake. In order to replace my dashboard they had to remove my Navigation/Radio system. When I picked up my truck, I noticed that the "Favorites" button on my radio no longer worked. You press the button and nothing happens. So now I can only have "5" pre-selected channels on my radio. I showed this to the Manager and his reply was to take it to the Chevrolet Dealership for a diagnostic check. Diagnostic check was performed and it came back as an "internal fault" code. Chevrolet Dealership could not determined that taking the radio out while replacing the dashboard caused the internal fault code. No kidding. The diagnostic simply showed there was an issue with the radio. So with one dealership telling the other dealership that they could not tie the removal of the radio to making the Favorites button inoperable, Stevenson said they were not responsible for the radio button being broken! I would clearly understand this if my truck was there to have a bumper replaced and would have nothing to do with the removal of the radio. However, in this case, my radio was removed, my radio was handled, and my radio was not working properly when I picked up my vehicle. The side note to this is that Chevrolet indicates the Favorites button cannot be fixed, the radio is a component and is replaced as a component and oh by the way, it would cost $1500 to replace this radio! How convenient it is that this company can damage your items on your vehicle and just simply say they are not responsible. I have filed a complaint as well with my Insurance company but I have little faith that anything will be resolved. On the Collision Center website they speak to the Customer Bill of Rights. That's a joke. Responsibility and Accountability have no place with the Stevenson Collision Center.Desired SettlementI want my radio fixed. Either Stevenson finds someone to fix the Favorites button or they replace my radio. It worked when I gave them the vehicle and it was broke when I picked up my vehicle.Business Response /[redacted]/Contact Name and Title: [redacted] (Manager)Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@stevensontoyota.com Dear Sir/Maam Mr. [redacted] Came to Stevenson Toyota Collision Center for a repair estimate on damages to his dash. The Collision Center ordered and installed a new dash panel in his vehicle. The repairs were performed overnight and Mr [redacted] was contacted the next day and advised his vehicle was ready for pickup. Mr. [redacted] picked up his vehicle that day and was satisfied with the repairs. The next day he contacted The collision center and stated his favorites button wasn't working (mind you this is a touch screen radio with navigation). A representitive from the collision center asked him to come by so we could take a look at the radio. Mr. [redacted] came by the shop later that day. The Manager looked at the radio, but wasnt qulified to give a diagnosis at that time so He made Mr. [redacted] an appointment with the local Chevy dealer qualified to diagnose the problem with the radio. The next day Mr. [redacted] took the vehicle in for his appointment. Stevenson recieved a phone call several hours later that day from a service advisor [redacted] at [redacted] Chevrolet, advised that in no way the problem with the favorites button on the radio was caused by damage or removal during the repacement of the dash panel, he stated it was an internal fault problem and would need to be replaced. The collision center documented this diagnosis internally and with USAA, Mr. [redacted]'s Insurance company. The Insurance company denied the replacement of the radio due to [redacted] diagnosis. We at Stevenson Toyota Collision center try very hard to provide outstanding customer service to all our customers and believe we made every effort to rule out any possibility that this problem with his radio was possibly damaged by [redacted]'s collision center or could be related to Mr [redacted]'s Insurance claim. [redacted] answered that question with their professional findings that it was not. We believe we made every effort to provide Mr. [redacted] with excellant customer service. We wish him well and welcome the oppertunity to service any repair needs he may have in the future.Consumer Response /[redacted]/The Manager, Mr. [redacted] has, not surprisingly, misrepresented the facts to Stevenson's Collision Center advantage. To begin with, I did not report the next day that the Favorites button didn't work; I reported it within the first 5 minutes of leaving the business as I tried to adjust the radio to my pre-selected buttons but had to get back to work. So I arranged, with that phone call, to return the next day back to Stevenson. Mr. [redacted] statement..."Stevenson received a phone call several hours later that day from a service advisor [redacted] at [redacted] Chevrolet, advised that in no way the problem with the favorites button on the radio was caused by damage or removal during the replacement of the dash panel, he stated it was an internal fault problem and would need to be replaced..." is also incorrect. I spoke to the same service manager, [redacted] who mentioned that when they did a diagnostic check on the radio, the diagnostic code "internal fault" appeared. At no time was the radio removed during his assessment. Other than the Favorites button not working, there is nothing else wrong with the radio/navigation system. With that being said, the internal fault code is the result of the Favorites button being inoperable. As the Service Manager for Chevrolet was not present at the time of the radio removal, he would not be able to make such an absolute statement regarding the removal of the radio could not have damaged the Favorites button. Once again, Mr. [redacted] misrepresentation of the facts only covers up their mistakes, the damage to my radio, and the lack of accountability and integrity I have come to learn about Mr. [redacted] and the Stevenson Collision Center. If they treat me this way, a retired Lieutenant Colonel in the Marine Corps, my other concern is Mr. [redacted] and Stevenson Collision Center treating our young Marines and Sailors the same way. What Mr. [redacted] did in the name of Stevenson Collision Center is simply wrong! They have zero concern for the customer or any issues that might reflect poorly on them. I am a USAA Insurance member and I have also reported this incident to them as well. For anyone reading this complaint, please save yourself your time and money and go to another body shop/repair center where the business is more reputable and integrity is not just a word.