Ed Morse Delray Toyota - Service Center

Donna Pacifico was a lifesaver, She really helped me with my vehicle, I was really appreciative, She went above and beyond to help me with my vehicle. my vehicle, I was really appreciative, She went above and beyond to help me with my vehicle. More

I bought a 2013 Toyota Corolla 10 months ago. I spent $22,000 on this new car. I have previously owned a Toyota and am loyal to Toyota vehicles. About 3 weeks ago I noticed that I had large rust spots on $22,000 on this new car. I have previously owned a Toyota and am loyal to Toyota vehicles. About 3 weeks ago I noticed that I had large rust spots on the back headliner of my car. One rust spot was in the middle of the headliner and the other was along the side panel. I immediately knew this was not normal in a brand new car. I took the car to Ed Morse DelRay service. The service I received was among the worst I have ever experienced. The service advisor that looked at my car is Donna. I showed her the rust spots and she said she would send it back to have the technition look at it. She came back and told me that it was not rust but “food”. I knew immediately this was completely false. I know nothing about cars but I do know the difference between rust and “food”. I took my car to Lipton Toyota and they agreed the spots were not “food”. They sent the car back to the techniction and came back to me and told me that it was rust and the headliner needs to be completely replaced. I am absolutely disturbed by the way Donna handled this. All it takes it common sense to know the difference between rust and food. I showed the spots to several people and they thought that I was joking that a service advisor at a dealership told me I had food spots on the headliner of my car. I don’t have kids and I don’t have people that sit in my back seat that would rub food all over the headliner. One person I showed the spots to that has kids told me that kids wouldn’t even rub food in those areas. It is completely obsured to tell someone that rust is food. I am thankful for Lipton Toyota and they couldn’t stop laughing that I was told that the spots in my car were food. After I visited Lipton I immediately called and talked to Carroll Busbee and she said she would immediately tell the manager. I received a call from donna saying that there was no bulletin on this issue. This greatly disturbed me because who cares if there is or not. Is it not her job to find what is causing it? Does she need a bulletin to tell her I have rust in my car? Donna also asked me for the contact information for Lipton. I know she called them and all she kept saying was there is no bulletin. Which they of course put her in her place saying, well it isn’t food? of course she had no response. I also contacted Toyota corporate. Toyota corporate told me they contacted Carroll Busbee and she again told them that there was no bulletin. Toyota corporate told me that they rely on the dealership’s technical expertise to diagnose and repair any conditions that may develop with a vehicle. Toyota corporate said you have access to technical resources should you need it. I hope this isn’t the direction of the dealership to only service and repair vehicles based on a bulletin. Toyota corporate agreed that bulletin or no bulletin Donna’s responsibility was to repair my car and advise me of the issue. Does it bother you that you have a service advisor advising rust is food? I have been to tons of dealership and have never been to a dealership that didn’t want to advise me on the issue or even worse they didn’t want to fix the issue. It is very scary that Donna needs a bulletin to know there is an issue. I hope this is not common practice at the dealership. Donna and Carroll seem to keep saying there was no bulletin, but is this an excuse for the mistake Donna made? I am greatly disturbed that they keep saying that there is no bulletin because I am supposed to then be ok with it? There was a bulletin for the 09-12 which again disturbs me because then Donna should have used her common sense to think there might be an issue with the 2013. If there is no bulletin then Donna should have figured out why my 2013 has rust in it. That is her job isn’t it? Lipton Toyota fixed it! They got the whole $1500 covered with my warranty. They knew it was not normal and went above and beyond. More

My 94 yr old mother can't drive anymore so we brought back her leased toyota. Fred was rude, dismissive, and berated my mom about where she bought the car. If this is what this dealership is like then back her leased toyota. Fred was rude, dismissive, and berated my mom about where she bought the car. If this is what this dealership is like then you don't want to shop here. Awful customer service. In fact my mother would have bought the car here last July but the sales people were not interested in helping her then either More