Sent a letter to General Manager and never recieved a replyLetter attached below I would like to express to you my disappointment with the level of customer service that I experienced while searching for a vehicle for my mother at Toyota Scion of Knoxville I called Toyota Knoxville on August 21, and my call was directed to salesman, [redacted] *** I advised Mr [redacted] that I was looking for a specific vehicle, a Toyota Avalon Limited edition blizzard white with gray interior He advised me that the specific vehicle I was interested in was not in stock He asked me for my information and advised me that he would return my call while he located the vehicle I was interested in purchasingHe never returned my call, and I assume because he was very busy with clients currently visiting the showroom I called back on August 25, and advised him that he did not return my call concerning the Avalon He then invited me into the dealership in order to start the process for a dealer trade I set up an appointment with Mr [redacted] for August 28, at 6:00p.mI arrived for my appointment and was greeted by a Sales Manager and he asked if I needed any assistance I responded by telling him that I had an appointment with Mr*** At that time he was with another client, but was paged to the showroom front desk to meet me The customer he was working with was then transferred to another salesman as he took my appointment I advised Mr [redacted] that I could wait until he finished working with that customer, as I personally thought it was rude to do a customer pass off He advised me that he could go ahead and work with me since I had a previous appointment with him My mother arrived for the 6:00pm appointment about minutes late due to the traffic, so he showed me an Avalon Hybrid Limited edition in a different color while we waited on her arrival My mother loved the car, but was adamant about getting the white car with gray leather interior We were asked if we wanted to trade in her Avalon for the new purchase The trade was an option until we were only offered $as a best offer for trade-in At that time, I advised Mr***that a trade was off the table because unbeknownst to him I was offered $from [redacted] to purchase our Avalon Several hours later we started the paperwork to get the white Avalon We left a deposit of $and he said he was not sure how long it would take to get the car He advised us that it may be tomorrow or possibly next week, but that we could still get the Labor Day incentives The next day August 29, I called Mr [redacted] to see if he located the vehicle He advised me that he was sure that he could locate a car but was not sure how fast he could get it to Knoxville After that conversation with Mr***I proceeded to locate the car I was looking for on the internet I called every dealership within a mile radius I located the exact vehicle I was looking for in Franklin Tennessee From that very moment the salesman at [redacted] went full court press on trying to close the dealI did not particularly want to travel out of town to purchase a car especially since I had to travel out of town the next day Later in the day Mr [redacted] contacted me and advised me that he in fact located the car and it would be in Knoxville tomorrow night, August 30, I advised him that I would be out of town and he said that I could come by Sunday to pick it up I called him after church to confirm that the car was actually in town Upon contacting Mr.***I asked if the car was here and he said yes it arrived yesterday and it was ready for pick up I advised him that I had not received a call or message from him that the car was here or ready Now remember, during all of this time the salesman in Franklin is constantly contacting me concerning the vehicle that I inquired aboutAlso note that I located the car with a web search within a mile radius while Mr [redacted] took over a week to locate a car from my initial contact with him My next question was why Toyota Knoxville did not get the car from Nashville considering the close proximity? I advised Mr[redacted] that we were on our way to get the car, but prior to arriving at Toyota Scion of Knoxville I thought I would contact the Sales Manager to discuss my concerns with the level of customer service we receivedThis is when the deal went south! I explained the entire scenario to the manager on 8/31/14, but unfortunately I do not have his name with me as I type this letter The manager advised me that he would speak with ***concerning my concerns, but initially he never apologized for the incident He advised me that [redacted] was working really hard to get my car ready for delivery My statement was that a simple call to let the customer know that the car was ready would have been the minimum as a customer service gesture for such a large purchaseThe manager said that he would call me right back after he spoke with Mr*** The manger called me back approximately an hour later as I was approaching Cookeville Tennessee on my way to Franklin, Tennessee to purchase our Avalon The manager apologized at that time and asked if I was still coming to pick up the car? I advised him that I was in fact not coming to get the car and was going with another dealership He asked if the deal was lost due to another sales offer I advised the Sales Manager that he in fact did not lose the deal over money but rather it was lost due to poor customer service The other dealership did honor the $trade that was offered from [redacted] as well as incentives and exceptional customer service I will state for the record that the Customer Service in Toyota Knoxvilleâ s service department is top notch, and was the reason that we initially selected you guys to find our AvalonI later called back to ask the sales manager about the deposit I left, and he said he needed to check the file The manager did not bother to place me on hold or mute the call and an associate in the background replied that he was not returning anything The manager came back to the phone and advised me that the check was already deposited, which was not true as it would have cleared the bank at that time I advised the manager that I would be placing a stop payment on that check Thanks for your time in reading this letter I sure hope that the next time a customer calls in with a specific car and the deal more than half closed that the sales team will be able to close the deal More customer service training and product knowledge would also help your salesmen with future sales This experience will be shared with many of my family, friends, and colleagues
Sent a letter to General Manager and never recieved a reply. Letter attached below.
I would like to express to you my disappointment with the level of customer service that I experienced while searching for a vehicle for my mother at Toyota Scion of Knoxville. I called Toyota Knoxville on August 21, 2014 and my call was directed to salesman, [redacted]. I advised Mr. [redacted] that I was looking for a specific vehicle, a 2014 Toyota Avalon Limited edition blizzard white with gray interior. He advised me that the specific vehicle I was interested in was not in stock. He asked me for my information and advised me that he would return my call while he located the vehicle I was interested in purchasing. He never returned my call, and I assume because he was very busy with clients currently visiting the showroom. I called back on August 25, 2014 and advised him that he did not return my call concerning the Avalon. He then invited me into the dealership in order to start the process for a dealer trade. I set up an appointment with Mr. [redacted] for August 28, 2014 at 6:00p.m. I arrived for my appointment and was greeted by a Sales Manager and he asked if I needed any assistance. I responded by telling him that I had an appointment with Mr. [redacted]. At that time he was with another client, but was paged to the showroom front desk to meet me. The customer he was working with was then transferred to another salesman as he took my appointment. I advised Mr. [redacted] that I could wait until he finished working with that customer, as I personally thought it was rude to do a customer pass off. He advised me that he could go ahead and work with me since I had a previous appointment with him. My mother arrived for the 6:00pm appointment about 15 minutes late due to the traffic, so he showed me an Avalon Hybrid Limited edition in a different color while we waited on her arrival. My mother loved the car, but was adamant about getting the white car with gray leather interior. We were asked if we wanted to trade in her 2005 Avalon for the new purchase. The trade was an option until we were only offered $7500.00 as a best offer for trade-in. At that time, I advised Mr. [redacted]that a trade was off the table because unbeknownst to him I was offered $9000.00 from [redacted] to purchase our Avalon.
Several hours later we started the paperwork to get the white Avalon. We left a deposit of $200.00 and he said he was not sure how long it would take to get the car. He advised us that it may be tomorrow or possibly next week, but that we could still get the Labor Day incentives. The next day August 29, 2014 I called Mr. [redacted] to see if he located the vehicle. He advised me that he was sure that he could locate a car but was not sure how fast he could get it to Knoxville. After that conversation with Mr. [redacted]I proceeded to locate the car I was looking for on the internet. I called every dealership within a 300 mile radius. I located the exact vehicle I was looking for in Franklin Tennessee. From that very moment the salesman at [redacted] went full court press on trying to close the deal. I did not particularly want to travel out of town to purchase a car especially since I had to travel out of town the next day. Later in the day Mr. [redacted] contacted me and advised me that he in fact located the car and it would be in Knoxville tomorrow night, August 30, 2014. I advised him that I would be out of town and he said that I could come by Sunday to pick it up. I called him after church to confirm that the car was actually in town. Upon contacting Mr.[redacted]I asked if the car was here and he said yes it arrived yesterday and it was ready for pick up. I advised him that I had not received a call or message from him that the car was here or ready. Now remember, during all of this time the salesman in Franklin is constantly contacting me concerning the vehicle that I inquired about. Also note that I located the car with a web search within a 200 mile radius while Mr. [redacted] took over a week to locate a car from my initial contact with him. My next question was why Toyota Knoxville did not get the car from Nashville considering the close proximity? I advised Mr.[redacted] that we were on our way to get the car, but prior to arriving at Toyota Scion of Knoxville I thought I would contact the Sales Manager to discuss my concerns with the level of customer service we received. This is when the deal went south! I explained the entire scenario to the manager on 8/31/14, but unfortunately I do not have his name with me as I type this letter. The manager advised me that he would speak with [redacted]concerning my concerns, but initially he never apologized for the incident. He advised me that [redacted] was working really hard to get my car ready for delivery. My statement was that a simple call to let the customer know that the car was ready would have been the minimum as a customer service gesture for such a large purchase. The manager said that he would call me right back after he spoke with Mr. [redacted]. The manger called me back approximately an hour later as I was approaching Cookeville Tennessee on my way to Franklin, Tennessee to purchase our Avalon. The manager apologized at that time and asked if I was still coming to pick up the car? I advised him that I was in fact not coming to get the car and was going with another dealership. He asked if the deal was lost due to another sales offer. I advised the Sales Manager that he in fact did not lose the deal over money but rather it was lost due to poor customer service. The other dealership did honor the $9000 trade that was offered from [redacted] as well as incentives and exceptional customer service. I will state for the record that the Customer Service in Toyota Knoxvilleâs service department is top notch, and was the reason that we initially selected you guys to find our Avalon. I later called back to ask the sales manager about the deposit I left, and he said he needed to check the file. The manager did not bother to place me on hold or mute the call and an associate in the background replied that he was not returning anything. The manager came back to the phone and advised me that the check was already deposited, which was not true as it would have cleared the bank at that time. I advised the manager that I would be placing a stop payment on that check. Thanks for your time in reading this letter. I sure hope that the next time a customer calls in with a specific car and the deal more than half closed that the sales team will be able to close the deal. More customer service training and product knowledge would also help your salesmen with future sales. This experience will be shared with many of my family, friends, and colleagues.
Sent a letter to General Manager and never recieved a replyLetter attached below I would like to express to you my disappointment with the level of customer service that I experienced while searching for a vehicle for my mother at Toyota Scion of Knoxville I called Toyota Knoxville on August 21, and my call was directed to salesman, [redacted] *** I advised Mr [redacted] that I was looking for a specific vehicle, a Toyota Avalon Limited edition blizzard white with gray interior He advised me that the specific vehicle I was interested in was not in stock He asked me for my information and advised me that he would return my call while he located the vehicle I was interested in purchasingHe never returned my call, and I assume because he was very busy with clients currently visiting the showroom I called back on August 25, and advised him that he did not return my call concerning the Avalon He then invited me into the dealership in order to start the process for a dealer trade I set up an appointment with Mr [redacted] for August 28, at 6:00p.mI arrived for my appointment and was greeted by a Sales Manager and he asked if I needed any assistance I responded by telling him that I had an appointment with Mr*** At that time he was with another client, but was paged to the showroom front desk to meet me The customer he was working with was then transferred to another salesman as he took my appointment I advised Mr [redacted] that I could wait until he finished working with that customer, as I personally thought it was rude to do a customer pass off He advised me that he could go ahead and work with me since I had a previous appointment with him My mother arrived for the 6:00pm appointment about minutes late due to the traffic, so he showed me an Avalon Hybrid Limited edition in a different color while we waited on her arrival My mother loved the car, but was adamant about getting the white car with gray leather interior We were asked if we wanted to trade in her Avalon for the new purchase The trade was an option until we were only offered $as a best offer for trade-in At that time, I advised Mr***that a trade was off the table because unbeknownst to him I was offered $from [redacted] to purchase our Avalon Several hours later we started the paperwork to get the white Avalon We left a deposit of $and he said he was not sure how long it would take to get the car He advised us that it may be tomorrow or possibly next week, but that we could still get the Labor Day incentives The next day August 29, I called Mr [redacted] to see if he located the vehicle He advised me that he was sure that he could locate a car but was not sure how fast he could get it to Knoxville After that conversation with Mr***I proceeded to locate the car I was looking for on the internet I called every dealership within a mile radius I located the exact vehicle I was looking for in Franklin Tennessee From that very moment the salesman at [redacted] went full court press on trying to close the dealI did not particularly want to travel out of town to purchase a car especially since I had to travel out of town the next day Later in the day Mr [redacted] contacted me and advised me that he in fact located the car and it would be in Knoxville tomorrow night, August 30, I advised him that I would be out of town and he said that I could come by Sunday to pick it up I called him after church to confirm that the car was actually in town Upon contacting Mr.***I asked if the car was here and he said yes it arrived yesterday and it was ready for pick up I advised him that I had not received a call or message from him that the car was here or ready Now remember, during all of this time the salesman in Franklin is constantly contacting me concerning the vehicle that I inquired aboutAlso note that I located the car with a web search within a mile radius while Mr [redacted] took over a week to locate a car from my initial contact with him My next question was why Toyota Knoxville did not get the car from Nashville considering the close proximity? I advised Mr[redacted] that we were on our way to get the car, but prior to arriving at Toyota Scion of Knoxville I thought I would contact the Sales Manager to discuss my concerns with the level of customer service we receivedThis is when the deal went south! I explained the entire scenario to the manager on 8/31/14, but unfortunately I do not have his name with me as I type this letter The manager advised me that he would speak with ***concerning my concerns, but initially he never apologized for the incident He advised me that [redacted] was working really hard to get my car ready for delivery My statement was that a simple call to let the customer know that the car was ready would have been the minimum as a customer service gesture for such a large purchaseThe manager said that he would call me right back after he spoke with Mr*** The manger called me back approximately an hour later as I was approaching Cookeville Tennessee on my way to Franklin, Tennessee to purchase our Avalon The manager apologized at that time and asked if I was still coming to pick up the car? I advised him that I was in fact not coming to get the car and was going with another dealership He asked if the deal was lost due to another sales offer I advised the Sales Manager that he in fact did not lose the deal over money but rather it was lost due to poor customer service The other dealership did honor the $trade that was offered from [redacted] as well as incentives and exceptional customer service I will state for the record that the Customer Service in Toyota Knoxvilleâ s service department is top notch, and was the reason that we initially selected you guys to find our AvalonI later called back to ask the sales manager about the deposit I left, and he said he needed to check the file The manager did not bother to place me on hold or mute the call and an associate in the background replied that he was not returning anything The manager came back to the phone and advised me that the check was already deposited, which was not true as it would have cleared the bank at that time I advised the manager that I would be placing a stop payment on that check Thanks for your time in reading this letter I sure hope that the next time a customer calls in with a specific car and the deal more than half closed that the sales team will be able to close the deal More customer service training and product knowledge would also help your salesmen with future sales This experience will be shared with many of my family, friends, and colleagues
Sent a letter to General Manager and never recieved a reply. Letter attached below.
I would like to express to you my disappointment with the level of customer service that I experienced while searching for a vehicle for my mother at Toyota Scion of Knoxville. I called Toyota Knoxville on August 21, 2014 and my call was directed to salesman, [redacted]. I advised Mr. [redacted] that I was looking for a specific vehicle, a 2014 Toyota Avalon Limited edition blizzard white with gray interior. He advised me that the specific vehicle I was interested in was not in stock. He asked me for my information and advised me that he would return my call while he located the vehicle I was interested in purchasing. He never returned my call, and I assume because he was very busy with clients currently visiting the showroom. I called back on August 25, 2014 and advised him that he did not return my call concerning the Avalon. He then invited me into the dealership in order to start the process for a dealer trade. I set up an appointment with Mr. [redacted] for August 28, 2014 at 6:00p.m. I arrived for my appointment and was greeted by a Sales Manager and he asked if I needed any assistance. I responded by telling him that I had an appointment with Mr. [redacted]. At that time he was with another client, but was paged to the showroom front desk to meet me. The customer he was working with was then transferred to another salesman as he took my appointment. I advised Mr. [redacted] that I could wait until he finished working with that customer, as I personally thought it was rude to do a customer pass off. He advised me that he could go ahead and work with me since I had a previous appointment with him. My mother arrived for the 6:00pm appointment about 15 minutes late due to the traffic, so he showed me an Avalon Hybrid Limited edition in a different color while we waited on her arrival. My mother loved the car, but was adamant about getting the white car with gray leather interior. We were asked if we wanted to trade in her 2005 Avalon for the new purchase. The trade was an option until we were only offered $7500.00 as a best offer for trade-in. At that time, I advised Mr. [redacted]that a trade was off the table because unbeknownst to him I was offered $9000.00 from [redacted] to purchase our Avalon.
Several hours later we started the paperwork to get the white Avalon. We left a deposit of $200.00 and he said he was not sure how long it would take to get the car. He advised us that it may be tomorrow or possibly next week, but that we could still get the Labor Day incentives. The next day August 29, 2014 I called Mr. [redacted] to see if he located the vehicle. He advised me that he was sure that he could locate a car but was not sure how fast he could get it to Knoxville. After that conversation with Mr. [redacted]I proceeded to locate the car I was looking for on the internet. I called every dealership within a 300 mile radius. I located the exact vehicle I was looking for in Franklin Tennessee. From that very moment the salesman at [redacted] went full court press on trying to close the deal. I did not particularly want to travel out of town to purchase a car especially since I had to travel out of town the next day. Later in the day Mr. [redacted] contacted me and advised me that he in fact located the car and it would be in Knoxville tomorrow night, August 30, 2014. I advised him that I would be out of town and he said that I could come by Sunday to pick it up. I called him after church to confirm that the car was actually in town. Upon contacting Mr.[redacted]I asked if the car was here and he said yes it arrived yesterday and it was ready for pick up. I advised him that I had not received a call or message from him that the car was here or ready. Now remember, during all of this time the salesman in Franklin is constantly contacting me concerning the vehicle that I inquired about. Also note that I located the car with a web search within a 200 mile radius while Mr. [redacted] took over a week to locate a car from my initial contact with him. My next question was why Toyota Knoxville did not get the car from Nashville considering the close proximity? I advised Mr.[redacted] that we were on our way to get the car, but prior to arriving at Toyota Scion of Knoxville I thought I would contact the Sales Manager to discuss my concerns with the level of customer service we received. This is when the deal went south! I explained the entire scenario to the manager on 8/31/14, but unfortunately I do not have his name with me as I type this letter. The manager advised me that he would speak with [redacted]concerning my concerns, but initially he never apologized for the incident. He advised me that [redacted] was working really hard to get my car ready for delivery. My statement was that a simple call to let the customer know that the car was ready would have been the minimum as a customer service gesture for such a large purchase. The manager said that he would call me right back after he spoke with Mr. [redacted]. The manger called me back approximately an hour later as I was approaching Cookeville Tennessee on my way to Franklin, Tennessee to purchase our Avalon. The manager apologized at that time and asked if I was still coming to pick up the car? I advised him that I was in fact not coming to get the car and was going with another dealership. He asked if the deal was lost due to another sales offer. I advised the Sales Manager that he in fact did not lose the deal over money but rather it was lost due to poor customer service. The other dealership did honor the $9000 trade that was offered from [redacted] as well as incentives and exceptional customer service. I will state for the record that the Customer Service in Toyota Knoxvilleâs service department is top notch, and was the reason that we initially selected you guys to find our Avalon. I later called back to ask the sales manager about the deposit I left, and he said he needed to check the file. The manager did not bother to place me on hold or mute the call and an associate in the background replied that he was not returning anything. The manager came back to the phone and advised me that the check was already deposited, which was not true as it would have cleared the bank at that time. I advised the manager that I would be placing a stop payment on that check. Thanks for your time in reading this letter. I sure hope that the next time a customer calls in with a specific car and the deal more than half closed that the sales team will be able to close the deal. More customer service training and product knowledge would also help your salesmen with future sales. This experience will be shared with many of my family, friends, and colleagues.