AutoNation Toyota Irvine | Page 172

Let me start by saying that all the good reviews here are definitely fake. There can be no other explanation. I have been to roadside restrooms with better service. Not only on this autonation but on INFI definitely fake. There can be no other explanation. I have been to roadside restrooms with better service. Not only on this autonation but on INFINITI also. It all started by buying a used car from them. The first somewhat worrying point is when they said they are going to make a soft inquiry for my credit score. In fact they did two hard credit checks even though I payed cash on the spot. Obviously nothing important but kind of slimy. The engine started showing problems very early and withing the first month I realize there is almost no engine oil even though I knew it was full when I bought it. I filled it and contacted them only to be dismissed. As I started using the car more I realized that the whole engine would get burnt roughly every two weeks. I would roughly do 100 miles a week. Apart from that the engine started filling weird, acceleration was not smooth, it was getting louder by the week and changing gears would make a strong grinding noise in the morning. I believe autonation INFINITI knew these problems very well, they just patched up the car just so they can sell it and hope it breaks down after the warranty period is over. Because trust me, even with valid warranty they will ABSOLUTELY try to avoid any blame or work until absolutely they cant do otherwise. I thus decide to find another autonation with better user reviews hoping for the bare minimum of competence. I found autonation Toyota, and it was a mistake. I went 1.5 months after buying the car. They told me that they will fill it up and I should come back in a month so they are sure that the car burns the oil. I did that, and in a month the guy that I spoke to there tried to convince me that actually the engine burning all the oil faster than it burns gas is absolutely normal. Obviously that was not going to work, but with all the delays that they purposefully uncured I was getting close to my warranty expiring (I'm sure accidentally), and once it expires be sure that they recognize nothing and they will shift the blame to you. In any case I file a claim days before my warranty expires for an engine change. It was approved so I had to wait for a re-manufactured engine to be delivered to them (roughly a month, but understandable). The time came for me to check in the car and so I agreed with one of their representatives to be there on Monday. After going there I found a guy to speak with who told me that the particular guy was not working that day and he could not answer any of my questions about the engine. After that I arranged another day two weeks later. Surprisingly not, the guy that I spoke to was surprised that I was there since the guy I asked for had a day of that Friday, he told me to come next Monday and he will check in my car regardless since they don't work on Weekends anyway. Come next Monday, I go there, wait for two hours for my guy to finally show up, and check-in the car. He says he will speak with the mechanic and give me an eta. I'm an understanding person so I told him to just contact me that day whenever he knows. He never did, come next Wednesday I message him asking for updates. Nothing. I waited one more week were no one ever thought to update me as normal mechanic shops usually do. Next Monday I send him another message and left voice messages to two other persons working there since no one picks their phone any more. Only for today to receive a message back saying that the car is not ready and he doesn't even have an eta yet but he will speak with the mechanic and will let me know. He just "will let you know", making sure to not specify when, presumably sometime within the calendar year. Even if they manage to fix the car I'm sure this is not the end of it, there is no reason to assume any competency on their end and it will be a miracle if the car even runs, while in the meantime I'm spending a fortune on uber. STAY AWAY, all 5 star reviews here are fake. More

TLDR: I'm going to file my complaint with the FTC, BAR, TLDR: I'm going to file my complaint with the FTC, BAR, BBB and Twitter because The GM at AutoNation Toyota Irvine should be reviewed by management TLDR: I'm going to file my complaint with the FTC, BAR, BBB and Twitter because The GM at AutoNation Toyota Irvine should be reviewed by management for the way he advises on customer discussions and addresses client disputes. Background: I purchased my 2013 BMW 535i on September 2, 2021 with George who is an honest hard-working sales rep. It only took 1 hour for me to test drive and purchase the car with the assurance that I have a 5-day return policy--no questions asked! The next day, I hear rumbling noises and there was a moldy smell from the AC vents. I texted George who immediately escalated to the used car manager Val. Val was genuinely interested in understanding my problems and drove me to Irvine BMW to diagnose the issues. It turns out there was a valve cover gasket that needed to be replaced along with air filters. I said I would like to get it fixed or I could return it as the car doesn't feel safe. Val assured me he would take care of the parts and service which he did. Over the next week I had the car in and out of the shop due to misordered parts. On By 9/14, 12 days since my purchase, I picked up the car from Autonation Toyota Irvine with a replaced valve gasket cover and air filters. However, 2 days later on 9/16, my car started to violently shake, the check engine light came on, oil was leaking and I smelled smoke from the vents and engine bay. Again, I texted Val and was told that BMW of Buena Park could help under the warranty. I called immediately, but the only available time is on Monday 9/19 because they are overbooked and don't have loaners. I just got fed up with the fact that I bought a car with problems for over 2 weeks so I asked Val if I could return the car. This is when he said these things happen and that I should talk to Mark Mehta the GM of Auto Irvine. Today, 9/18/21, I visited AutoNation Toyota Irvine at 9:25am with my visibly smoking car to speak with Mark Mehta. The receptionist advised me to wait 10-15 minutes which was actually 30. He walked up to me already knowing the situation from Val and said "what would you like to talk about because I already saw the text messages between you and Val and we're not returning the car"--this is the General Manager on the sales floor representing the company as a leader showing how Customer Service is done. I didn't get offered a seat in his office, he literally refused to let me explain or show him my text messages when I tried clarifying my conversations with George and Val. Mark didn't want to understand the frustration and time I spent working with AutoNation on Val's advice. Instead, he offered a loaner and said I could bring the car into Buena Park BMW so I didn't need to wait--trying to be understanding I agreed to bring the car in to get the issue fixed. However, he walked over a few feet to make a call. No one picked up, so he texted someone before walking back to me letting me know nothing can be done. He also told me there's a meeting he has with clients so he couldn't help me at the time. Mark was brushing me off and wasting my time so I asked him directly if I would be next to speak with him but he wouldn't give me an answer. I have no idea what kind of message Mark is sending to his team of sales and service reps, but he needs to be investigated. I included a lot of detail in this complaint with times and dates so that Steve Kwak and other leaders can do some proper investigation around Mark. Mark is not interested in customer feedback and satisfaction like Val the sales manager and he isn't even George--the guy who just started working at AutoNation and provided a great experience. Mark is just a guy with a nice title who doesn't care about customers and teaches through his actions. If he was managing one of my locations, I would look into why the dealership shines--it's probably because of people like Val and George. @Autonation: feel free to contact me. I purchase the 2013 BMW 535i on 9/2/2021 around 8pm from George at AutoNation Toyota Irvine. See notes for details and I stopped by on 9/18/2021 around 9:55am-10am-- I have some video I can share too. More