AutoNation Toyota Thornton Road

Threaten, Belittled and Embarrassed by Key Employee! I am writing this on behalf of my mother as to advise everyone of some of the business practices that key employees are and have engaged in at AutoNat I am writing this on behalf of my mother as to advise everyone of some of the business practices that key employees are and have engaged in at AutoNation Toyota Thornton Road. This incident took place on May 7, 2017. My mom came to the dealership in hopes to speak with the finance department personnel to better understand and hopefully resolve some concerns she had regarding the gap policy she opted in through this location upon purchase of her vehicle, particularly as she needed to consider this option following a recent car accident that totaled her vehicle. After speaking with Mr. Daniel Feliciano from the Finance Department, he explained that she elected to buy the additional insurance but someone in his department made a mistake, and as a result she did not have an active gap policy. She was told that there was nothing else that could be done. Disappointed and confused she left his office. After reviewing her contract and receiving advice from her lawyer, she was advised to go back to Mr. Felliciano and obtain contact information for AutoNation Toyota’s general manager and the legal department so she could contact someone who would be more equipped to understand the legal implications of the matter. Shortly after leaving Mr. Felliciano’s office, she went back to the finance department and was received by TIM HACKNEY --- Customer Financial Services Director. When she requested that he provide your contact information he refused to do so. He told her that everything had to go through him. When she made the request again, he became very HOSTILE and AGGRESSIVE towards her. He began raising his voice and displayed the utmost contempt for her. He then THREATEN to boot her vehicle if she did not leave the premises. It is important to note that he did all of this in front of his employees, and very likely, other customers. Not one of the employees came to her rescue, in fact, all were too embarrassed to even look at her when she approached them for a second opinion. My mom felt so threatened by Mr. Hackney’s behavior she contemplated calling the police to the scene, but decided against it, and left the premises. She was so distraught by this incident that for days she felt fear, embarrassment, and sadness. To this day, she's yet to be contacted by anybody from AutoNation Toyota. She never received a formal apology about the gap insurance or the way she was treated by Mr. Hackney on May 7, 2017. We believe she deserves one. SAVE YOURSELF A TRIP and DO NOT go to this Toyota location for your vehicle needs. Following this incident, I read numerous reviews about the unprofessional behavior witnessed from various staff members at this location. More

Terrible Service ! I had an appt to get an oil change . It was slower than usual when I got there so I thought I'd be out of there quicker then usual . Usually the wait I had an appt to get an oil change . It was slower than usual when I got there so I thought I'd be out of there quicker then usual . Usually the wait is two hours which is absurd in itself . I was called out where I an employee Matt showed me two filters he gad taken out of my car to tell me they needed replacing . I called to run it by my husband who said no he would replace them himself . This seemed to make Matt irate but he told me he'd have my paperwork done up in five minutes . Now wouldn't that lead you to believe your vehicle woukd be ready when your paperwork was . Anyways I went and sat back in the lobby . 20 minutes go by so I go out into the service center asking about the paperwork . The employee I'm speaking to now is Evan and he asks someone to go find out where my car is . Employee comes back and literally is having trouble finding my car . He asks again about my car - Year - color / tag etc . He leaves and comes back and claims it's now getting the oil changed . I go sit back down . I would say 40 minutes go by and I'm called out . I pay for the oil change and am told my car isn't ready . I go sit back in the lobby . Another oh hour almost goes by so I text my husband to let him know I'm still at the Toyota place and my plans for the day are ruined . Minutes later he texts to find I'm still there . He calls the service center and gets no answer ( I find this out later ) , so he calls the sales manager . The sales manager has to walk down there and get Evan on getting this resolved . Even comes into the lobby and walks up to the wrong lady calling her Mrs Maxwell ( my name ) . I have to walk over and tell him I'm Mrs Maxwell . He asks if the man that had me pay gave me my keys . I said if he gave me my keys , would I still be here ? To end this I got my keys ,my car had been sitting out there ready for god knows how long . Total disorganized, total lack of friendly customer service employees . I don't know how these people have jobs . At least the ones I dealt with . Never going back to this location !! More

Service is the worst I have ever had I came to the service department on more than one visit and each time service was xxxxty staff walking around and i stood for over 15 mins waiting to I came to the service department on more than one visit and each time service was xxxxty staff walking around and i stood for over 15 mins waiting to be helped. Once i asked to speak to Mgr it took 15 more mins for him to come mind you i was now late for my first service and late for my appointment but was 15 mins early getting here. And still have 45 mins to wait for them to finish my car will travel miles out of my way before I use them for anything else and will never get another car from them run from auto nation toyota on thorton rd do not use them for anything More

Purchase from xxxx By far the worst experience ever purchasing a car. Don't get me wrong I loved my salesperson Bre so if you decide to go there ask for her she's sweet. By far the worst experience ever purchasing a car. Don't get me wrong I loved my salesperson Bre so if you decide to go there ask for her she's sweet. However, I spoke with Bre several before I went into the dealership explaining my situation to her letting her know I had a truck to trade but no money to put down. I finally go into the dealership and after her manager had her ask me 3 times to put money down she finally came back and said he's letting me get the car zero down. I leave with the car they call me back 30 days later saying the bank doesn't want to pick up my loan without a down payment. What?! No one ever told me the deal wasn't complete they said they didn't tell me because they thought they could close it on their own. I took the car back today, after them telling me they would report it stolen(which its registered to me 🙄) they threw away my plate on my trade in, car was on E and they refused to compensate me and instead threatened litigation for the days I had the car and the miles that were put on it. (Like I did something wrong.) I'm pissed and I'm going over their heads it should be illegal to do that without disclosing that the deal isn't finalized. This won't be the last they hear from me!!! More

Hot and bothered...literally. Had work done on my car. When I left the dealership with my vehicle, realized A.C. was blowing hot. Called to complain and receptionist said service d Had work done on my car. When I left the dealership with my vehicle, realized A.C. was blowing hot. Called to complain and receptionist said service department just closed. I explained it's 90 degrees and I have small children. She said, I'm trying to make you understand that if you think you're gonna turn around and come back here now and get it fixed, that'll not gonna happen. Strike two. Rude Customer service. Wasn't even getting work done on A.C.! My kids are sweating! A.C. was fine before I dropped my car off! More

Salesman, Last name abbreviated "Max". Great Job My salesman was "Max". He is African American and I am Caucasian. He did everything possible that he could do to make the right purchase for the right My salesman was "Max". He is African American and I am Caucasian. He did everything possible that he could do to make the right purchase for the right price for me. He also got one of the managers, Gary, involved. All were very professional and were willing to make the give and take of the experience. For information to management, do what you can to keep Max. He is a very good employee and this coming from one who is retired from a major company whose headquarters are here in Atlanta. More

Poor customer service I arrived 10min early for a scheduled appointment to be ignored. The employees talked among them self and was so into there computers and acted as I arrived 10min early for a scheduled appointment to be ignored. The employees talked among them self and was so into there computers and acted as if I was invisible. I find that to be rude and unprofessional. I have purchased 2 brand new vehicles from this dealership and one used. Even if they are busy the proper thing to do is acknowledge a customer when they approach you. This is not the way to treat customers with there investments I will take my business else where. By the way making an appointment doesn't make a difference if the wait time is an hour and a half with an appointment. I head one of the techs walk by saying they don't have any thing to do makes me wounder when you have a waiting room full of customers. More

A Truly Fun Buying Experience! I went in this past Monday to simply look at the 2014 Certified Pre-Owned Camrys. I called first to check inventory and talked with Saad who met me at I went in this past Monday to simply look at the 2014 Certified Pre-Owned Camrys. I called first to check inventory and talked with Saad who met me at the front door. He briefly sat and chatted about what I was looking for and took me out to show me the newer models as well as what I came there. He didn't drag anything out, covered the bases, didn't try to hide info, etc. Saad was fantastic! This was my first experience buying a "new" car, and I can definitely say I had a great experience at AutoNation. Saad related to me as a person and not just another customer. I could tell he was genuinely interested in providing a great experience. I wanted to check other rates at different unions AND I had another test drive scheduled at another dealership for the day after. They did whatever they could to keep me from that other dealership without being pushy. After negotiating with Saad for about 3 hours, (remember I was only there to look and had NO INTENTIONS WHATSOEVER on buying that day -- seriously) the supervisor came over and negotiated rates with me. They knocked money off of the car immediately, gave me what I asked for my trade in (and my old car was not worth the amount they gave me), and found me a great, reasonable rate with my lack of credit history. I was genuinely impressed with how the staff handled me, the negotiations, and the fact that I was there until 11:30pm! (They close at 9). AutoNation and Saad truly met my expectations in every way and I'm very grateful for the attentiveness and personalization of the buying experience. Now I can only hope that my 2014 Camry SE is all that it seems to be for the next 10+ years! Thanks for staying up late for me, guys! Five stars for AutoNation & Saad B.! More

A happy birthday to me Always the best experience. And I brought the car on my birthday and the staff sang happy birthday to me. Which made my day. I love the staff here and Always the best experience. And I brought the car on my birthday and the staff sang happy birthday to me. Which made my day. I love the staff here and this was my second purchase in a year and as before again on my birthday. Thank you. I love my car, and they always keep in contact with me. And I can always call William if I have any questions and he will answer or call me right back. More

Exceptional service I went to AutoNation Toyota when the transmission went out in my Ford Explorer for the 2nd time in less than 6 years. My dad went with me to help m I went to AutoNation Toyota when the transmission went out in my Ford Explorer for the 2nd time in less than 6 years. My dad went with me to help me find the perfect vehicle. The first person we spoke with was the General Manager, Brad Thornton. He was extremely helpful and knowledgeable. My salesman was Will Boyce. He was also extremely helpful and knowledgeable. I would recommend this dealership to anyone. I purchased this vehicle on my 3rd trip and never had a complaint with the people that worked there. Kevin Smith called and asked me about my visit and he was also extremely nice. More