Nalley Toyota Stonecrest

My entire experience was a complete mess. My car has been without air, I’m not a fan of going to anyone outside of the dealership to fix my car! With the temperature being so hot I HAD to get My car has been without air, I’m not a fan of going to anyone outside of the dealership to fix my car! With the temperature being so hot I HAD to get my air fixed so I walked in on Wednesday at 8:28am, met with Rachel which is the ONLY advisor I go to. I love her and it was absolutely NOTHING she could have done to prevent this situation. Fast forward to 11:30am Rachel tells me I’ll need a AC recharge. I said okay, I’m working while waiting on my car, and around 3:15pm Rachel tells me they can’t figure it out they’ll need another day to work on the car, I was still flexible and told them I’d come back in the morning; as I’m a single mother and have to get my kids, I leave and I am 2 minutes down the road and my car completely shuts off! I’m a COMPLETE wreck, crying emotional because I already felt defeated because I’m leaving the dealership with the same issue, I immediately have to make arrangements for someone to pick my kids up from school (which still COST me) because I’m stranded still with no air, my car cut off in the middle of the road, and I had to coast to a safe area not to mention it was in the middle of a busy intersection!!!! I then called the dealership the guy that answered heard me crying, listened and was super comforting, I spoke with Rachel she sent the shop formant out, and he popped the hood and came back and advised a hole came loose because it was not on tight enough!!! At this time I’m still emotion but I’m happy it nothing major because my check engine light came on and the dashboard lit up like a Christmas tree saying Engine stopped!!! So I continue to move on about my day because again during the time I was working. I went on lunch when I was told the car needed an additional day. I was also late back to work and still had to pay extra for arrangements for my kids!! To come back the following day which is Thursday again at 8:30am, around 10am Rachel tell me they found the issue and it’s $1500. From $800 to $1500 I’m IRRITATED but I’m giving Toyota the benefit of the doubt to make this situation right because what happened Wednesday was UNACCEPTABLE and complete WORKMANSHIP! Fast forward I speak with a manager, and he gives me $150 off. I left Toyota still paying a total of $1483 which is a slap in the face. While it may have been a “small issue” or “easy fix” to them it was a LARGE INCONVENIENCE to me, very traumatic experience for me, because all of the what if’s!!! I am in the middle of Evansmills Rd with a “loose hose” and traffic and to still leave with paying almost full price, inconvenienced, out of childcare money is not fair to me. I am not asking for a free service but I’m asking for accountability. Grateful I have air, but until I speak with someone else and feel appreciated and valued as a customer I will continue to share my experience with EVERYONE on EVERY platform because this is ridiculous. I’m flexible, I’m a paying customer and NOT asking for anything for free, but you will not inconvenience me and then give me the bare minimum! Eddie I thank you for working quickly on my vehicle and getting to the issue and most importantly fixing it after all, Rachel has always been great this review or experience is not a reflection of the service she provides whenever I come. My car is a 2020, I bought it from this lot and has only came here for service! However after my experience until someone can make my situation right I will not return!! 2 complete days at a dealership from 8:30am-3:30pm Wednesday and Thursday!!! More