Bill Penney Toyota

I had a '01 Echo that was having a problem when I would start the car it would make a really awful grinding/groaning noise, and I thought something was broken or breaking. I was treated like I knew nothing start the car it would make a really awful grinding/groaning noise, and I thought something was broken or breaking. I was treated like I knew nothing about the way a car should sound, and after leaving my car there all day it was given back with "no problem found". I started the car in their parking lot at the service department and it did it again. Still no admission from them that there was a problem. I traded the car with less than 29k miles on it at another dealership to buy my current car after being given the run around by Bill Penny (see next paragraph). I went to Bill Penny sales department to talk to them about buying an MR2 convertible and was informed that they don't make them any more (this was in 2003). I asked if they could order one for me, or get one from another dealership, and was told no. I asked if they could look through inventory at other dealerships and see if anyone else had one. They told me to go to Serra Toyota, and were very unhelpful all around. I took my '04 MR2 in for warranty work around 6000 miles (condensation in the tail light). I was told I had to leave the car there for them to fix it and could pick it up in the afternoon. Went back to pick it up and they hadn't looked at it, told me to bring it back the next day. Brought the car back the next morning, left it there all day, picked it up in the afternoon and was told they had to "order a part" for it, and I needed to bring it back again. They called me when the part came in, I took the car back up there, left it all day, picked it up in the afternoon. They told me they "ordered the wrong part", and they would have to order the correct part and I would have to bring the car back again. I look at the tail light and they had broken the tabs that hold the lens to the tail light enclosure when they tried to pry it apart. My car had spent three full days there (I had to get a ride from friends and family, very inconvenient). When I asked why they don't just order a new tail light and put it on there and send the defective one back the service manager was VERY snotty and rude and informed me that Toyota doesn’t work that way. There was a definite lack of communication about my problem, I would have liked to have been called when they found they couldn’t fix my problem rather than them holding onto my car all day. Toyota is an awesome brand (my family has owned 5 Toyotas), but I would not recommend this dealership for sales OR service. More

I was under the impression that having my car serviced at the dealership that I purchased it would include superb customer service. Along with this service, there would be the assurance that my vehicle was the dealership that I purchased it would include superb customer service. Along with this service, there would be the assurance that my vehicle was handled by professionals during service visits. This has quickly been proven incorrect. I visited the dealership for a routine oil change and tire rotation. While they had it back there, I asked them to please check the gas door, as I had recently stopped at a gas station and had to have someone open the gas door while I held the lever that releases it. My steering wheel has a tendency to squeak, so I asked them to please do as they had done before by lubing it. I was there 3 HOURS! First Jim, filled the ticket out incorrectly, stating that I was not a "waiting" customer, therefore pushing my car to the bottom to be serviced. When I had been there over an hour, I questioned Jim, and he just blew me off by saying "I told you it would be a while!" A time was never mentioned when I came in. After waiting over 2 hours, I approached Jim again and he said it would be any minute. It was almost another full hour! When I complained to the young lady, she offered to call the manager. He had just left the dealership, so she asked him if there was any way he could come back or speak with me. He must have told her to deal with me because she kept saying "I can't... I can't..." When she got off the phone, she apologized saying that Wayne would be in on Monday if I wanted to speak with him. Jim then came in with a little card with a 10% off sticker to use on my next visit and was sure to point out that he took $7.00 off my $50.00 bill... He was very condensending as he kept repeating with a smirk, "I'm sorry..." On top of it all, I get in my car to find grease on the door. A young man did come out and clean when my husband complained. As we're driving away from the dealership, I notice that my car is not handling the same. Just 2 days ago, I had to put air in the tires... They're unbalanced. I paid for something that I did not receive! This was Aug.20, 2005 and I still have not had anyone try to resolve this with me... I called Customer Relations and spoke with Lisa McConnell...didn't receive a call back as promised. Then I was called with someone asking questions about my recent service at Bill Penney and I told the lady everything. Still, no one called me. So finally I called Cindy yesterday and was expecting a call back today (9/9)... nothing as of this afternoon... More