I have gone to this dealership for years due to their - kayq
I have gone to this dealership for years due to their location, and have hesitated leaving a review. I have had enough.
2 years ago, I was in the market for a new vehicle and I was interested in the grand highlander. Bella, the front desk concierge showed me the vehicle and I loved it, but she said it didn't come in a hybrid version. I clarified with her to make sure it was not manufactured at all and not just OOS and she confirmed. I later found out that was a lie.
When I eventually purchased my vehicle with them last year, they kept pushing back the available date after I sent my deposit in a few months prior. There was some back and forth communication and I expressed my frustration with how they never communicated updates with me even though the sales guy Alex said I would be getting updates whenever they had any.
Within a month of receiving my grand highlander, the rubber insulation would pop out on top of the roof of my car and services told me that's normal. The back bars to the third row keeps breaking from normal use of the vehicle. This is not what I would expect from a $65,000 vehicle.
The icing on the cake is the constant miscommunication between the front desk and services, between either of them telling me drop off services is available, and not. The front desk is always brisk and blunt about it, saying it's not available, without specifying they only offer it on the weekdays (which was info I had to pry out from them after multiple conversations with three different people) and that I had to tell them beforehand. When I do tell them beforehand, it's a game of telephone between the front desk and services. Eventually when I do get it scheduled, I get more attitude about whether or not I'm within the 8 mile driving range allotted (I definitely am and actually moved closer to them). I received attitude from the front desk about this. I asked about an interior cleaning and services gave me incorrect information, making me feel like I have to ask ridiculously specific questions to be able to get the answer I need, such as paying for a quick interior vacuum (only to find out they'd only vacuum the driver's side and nothing more). Nothing makes sense and lacks thought or care for what a customer may want when they're asking about services. They will offer you $50 oil changes, but it will take up to FIVE HOURS. Currently waiting on my oil change going into hour six. They have waiting appointments which means it'll be done in 1-2 hours, but if those aren't available, you have to do a drop off appointment where they quote 4-5 hours and still go over the time, as ridiculous as the quote is. At this point, it is far easier to just go to Meineke and pay double to get it done in 45 minutes.
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