Merrick Shaw

I've used this dealership for many years and have been leasing my autos for the past 10+ years, always dealing with two specific sales reps each time. During my recent lease renewal, very stressed, I relu leasing my autos for the past 10+ years, always dealing with two specific sales reps each time. During my recent lease renewal, very stressed, I reluctantly signed up for a "First Mile Vehicle Service Contract" without having read all the details, as one can never do without spending time to carefully read it. Upon returning home, I carefully read the Service Contract and decided to cancel after reading that "This Service Contract Runs Concurrent With, and is Secondary to, Any Applicable Manufacturer's Warranty" and that the "Service Contract could be canceled at any time by contacting the selling dealer." With only 2 miles on the vehicle at the time of leasing, I determined that a Service Contract was not really needed or beneficial and decided to cancel. I called one of the sales reps to inform him that I was returning the next day to have the Service Contract canceled. Since I had another appointment two days later to attend to a problematic issue with Connected Service, I was informed that I could make one trip to have both done that same day. Since the finance rep would not be there, I was informed that the cancellation could be handled by another rep. So in two days, I returned to CCT to have these issues attended to. After spending almost two hours with the rep and Connected Service, and finally getting that issue fixed, I spent another hour awaiting a finance rep who was supposed to attend to the cancellation. However, the finance rep stated that the cancellation could not be done and that I would either need to address the change with the finance rep at Cobb County Toyota (CCT), who sold me the Service Contract, or to contact South East Toyota Finance (SETF), who was financing the lease. All I needed was to have the monthly payment for the Service Contract removed, which would lower the monthly lease payment. He informed me that SETF would determine how the monthly payment would be handled, either by lowering the terms of the lease or reducing the monthly payment, and that CCT was unable to do it. Very disheartened, I communicated with the second sales rep, who informed me that once I called SETF, I could ask that my lease terms not be reduced but that the monthly payments be reduced instead, thus making the payment affordable for me. I was assured that this was done before and felt confident when I left CCT. The following morning, I received a call from the finance rep who sold me the Service Contract, as he had heard that I wanted a cancellation. He informed me that if I had returned the day after, it could have been done. I considered tis call to be respectful and his attempt at customer satisfaction. This made no sense though, as it clearly states on the Service Contract that: "You may cancel this Service Contract at any time. The Selling Dealer will assist with your cancellation..." Lo and behold, when I communicated with Customer Service at SETF, I was informed that CCT was the only body to make the change; that SETF can reduce the terms of the lease by approximately 5-6 months, but the full amount, including the monthly Service Contract amount, would need to be paid until the end of the lease terms. While I understood the option, I tried to impress upon them that because of budget constraints, it would be best for the payments to be reduced. I did not want to reduce the lease terms. The following day, I texted the sales rep and asked for the Sales Manager's name and phone number so I could speak with him personally about what I considered to be a misleading and deceptive statement about cancellation if the Service could not be canceled "at any time." The sales rep never responded. I proceeded to text the other sales rep, who informed me that he was with a customer, but he never returned my call. Such lack of empathy and dismissiveness by the reps was unexpected. I now contemplate whether to ever use or recommend this dealership again. More

by Katmau Verified Customer Verified Customer

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I love this dealership. The service is fantastic ! I can always rely on the service people - especially J C to ensure that my car gets the best care. I trust them implicitl The service is fantastic ! I can always rely on the service people - especially J C to ensure that my car gets the best care. I trust them implicitly. More

by JONES.PAULINE Verified Customer Verified Customer

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Kent Givens and Merick Shaw are always so professional! Purchased a Grand Highlander Hybrid XLE. Best purchase I’ve ever made! Had to wait a few months. They kept me informed each step of the way! Would hi Purchased a Grand Highlander Hybrid XLE. Best purchase I’ve ever made! Had to wait a few months. They kept me informed each step of the way! Would highly recommend them both! Over the years, I’ve purchased 17 new cars from them. Wouldn’t buy from anyone else! More

by Pete Verified Customer Verified Customer

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excellent service all around! would not go anywhere else to purchase and service my toyotas would not go anywhere else to purchase and service my toyotas More

by toyo480 Verified Customer Verified Customer

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Carlos and Manger of Toyota are horrible! Get up to date with technology Cobb Toyota Get up to date with technology Cobb Toyota More

by sheylawilliams Verified Customer Verified Customer

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I interacted with a few different folks, and all of them were friendly and accommodating. CCT is a great dealership all the way around. were friendly and accommodating. CCT is a great dealership all the way around. More

by gswoodstock Verified Customer Verified Customer

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The staff is awesome and the dealership itself is very appealing To purchase a car very easy. appealing To purchase a car very easy. More

by felicia.smith083110 Verified Customer Verified Customer

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Merrick Shaw and his team have provided extraordinary service. Highly recommended to consumers who value service. You will not be disappointed. service. Highly recommended to consumers who value service. You will not be disappointed. More

by cgabney Verified Customer Verified Customer

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Everytime I am here they treat me like family. Literally like a family member. I was took care at the highest level and always will return and continue to recommend sales and service to people aro Literally like a family member. I was took care at the highest level and always will return and continue to recommend sales and service to people around me. More

by brendan Lazaroff Verified Customer Verified Customer

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Great people that worked hard to get me the best deal on my new car. my new car. More

by MORGAN.ROSSER Verified Customer Verified Customer

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