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I hate leaving a negative review, so much so that in my 37 years on this earth, this will be only my 2nd. I realize that sometimes mistakes are made and that's part of the human experience. However, when t 37 years on this earth, this will be only my 2nd. I realize that sometimes mistakes are made and that's part of the human experience. However, when those mistakes become the norm, and you are repeatedly told a certain thing and it continues to not be delivered upon, that's when it just boils down to negligence and a severe lack of customer service. I have unfortunately, on more than one occasion, had poor experiences with this dealership. From promised call-backs that never came to fruition, to rude service representatives, to poor service in general on issues I've had with my vehicle that I purchased new from Toyota, the list just keeps piling up. After my experience over the past week and a half, I felt it necessary to take the time and give my perspective. I received an email from the General Sales Manager, Matt Pool, regarding a potential trade for my 2022 Toyota vehicle. It included a link to "View Offer" and some details pertaining to the high value being placed on trades and how I could get into a brand new car of the same make and model and actually lower the payment. It had not been on my radar to even consider trading my vehicle, but I was willing to hear him out to see what kind of deal could be made. I reached out to the number provided in the email signature and was told that Mr. Pool was in a meeting and would give me a call back. This was in the morning, so I left my number and assumed I'd receive a call by later that day or the next morning at the latest. When the next evening rolled around and a solid 30 hours or so had passed, I decided to follow up to make sure he saw my request for a call back. I ended up on the phone with a gentleman in sales and he told me that Mr. Pool wasn't in, but he'd be more than happy to help. After about a 10 minute conversation, he stated that he would text me so that I could send pictures of my vehicle and they would give me a trade appraisal. I hung up, and waited, and I never received that text message. I am writing this review 10 days after I made that initial call, and I am still yet to hear from either of those individuals. I decided at that point, I was not going to pursue the trade any further. Then, this past weekend, I received another email from another member of the Toyota of Cool Springs team, Amy S. She repeated much of what was said in the initial email from Matt about their interest in my vehicle. I explained to her that I had already pursued this and I couldn't get anyone from the dealership to follow through on general communication. She was prompt in her responses and we sent a handful of emails and she assured me that someone from their team would reach out to me "today". Well, as you probably guessed, that day came and went and I never received a call, text, or email from anyone at this dealership. I emailed her the next day and told her I was going to discuss this with a different dealership. She sent back a very dry and seemingly rehearsed response that read, "I'm sorry no one followed up with you. Your experience is important to us. Please let me know if there's anything I can do to assist you. We hope to regain your trust in the future." I at least appreciate her emailing me back, but the truth is, my experience is clearly not important to them. I did reach out to another dealership a couple of days ago, and within an hour I had a clear breakdown of my trade value and a vehicle picked out that is arriving March 8th. The customer service experience between the 2 dealerships, as you can probably decipher, has been night and day. I have a maintenance plan I have paid for up front at Toyota of Cool Springs that I will be cancelling, and I can assure you, I will not be back. You may have a different experience to mine, but I felt it necessary to at least make other consumers aware of what I have dealt with for the past week and a half at this dealership. Buyer beware. More

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This dealership is very dishonest and this by far has been the most draining car buying experience I've ever had. I purchased an used suv from here that they claim has never been in an accident. There ar been the most draining car buying experience I've ever had. I purchased an used suv from here that they claim has never been in an accident. There are collision center stickers inside the gas cover- which most customers would have missed because who checks inside a gas cover when looking at cars? The car wasn't detailed thoroughly- which I told the car salesman and he responded "its used its not going to be perfect". There were black grease stains that I paid out of pocket to have removed since they wouldn't clean it. The majority of the staff Ive dealt with are liars and should have spent those 10 yrs studying to be a lawyer since all they do is tell quick unnecessary lies. The most interesting part about my purchase is that im a former employee of TOYOTA/TOYOTA BOSHOKU that makes the cars and parts. As an employee for TOYOTA BOSHOKU we were not allowed to build/send rusted parts at all when assembling parts for TOYOTA MOTOR MANUFACTURING COMPANIES. As an employee for TOYOTA MOTOR MANUFACTURING/MAZDA we weren't allowed to use rusted parts and production would be stopped- thats how serious the Japanese were about quality. Fast forward to me buying a car from TOYOTA that has a rusted exhaust manifold system on the car. Make it make sense. Used or not- it doesn't meet TOYOTAs standards. The same way they dont allow it to come off of their lines rusted, it shouldn't have been available to be sold from a TOYOTA dealership. TOYOTA has certified technicians that are supposed to inspect new and used cars so there's no excuse for this. I attempted to trade in a Jeep Cherokee and was given a barely $1600 estimate. Meanwhile my jeep exhaust system isnt rusted, has matching tires-this car doesn't, has not been to a collision center for extensive damage where stickers are in the gas cover- i had a headlight replaced and paid to have the original equipment MOPAR headlight put back in. The salesman Jordan claimed my Jeep would go straight to an auction- which is a lie. Not only did it sell for more than $2000 but it hasn't been in any accidents. Delusional Jordan should look online and see that TOYOTA and LEXUS both sell high mileage cars all of the time. The most disturbing part about this purchase is that the dealer has lied about the title to the suv. They claim they ship your tag to you after you buy but they haven't. I was originally given a paper tag that has ripped through the holes and will not stay on the car. I called to check on my tag and was told by Daniel in finance that it was at my local tag office. The tag office told me they did not have any documentation related to my car. I called back and asked to speak to a manager- i was transferred to a woman that handles the titles/tags. She told me she had the paperwork because the previous lienholder still had the title. So basically this dealership SOLD a car ILLEGALLY because they didn't have the TITLE. Huntington National Bank -the finance company has told me not only is it illegal but TOYOTA did NOT disclose this information to them and they too are waiting on paperwork/the title. To top thing off, when I called to tell the title employee about my tag barely hanging on the car- she said she never heard this before. She said she would send me another paper tag but sent me a sticker. I called to report this to a manager who said he would send me a tag, never received it. While im on the phone explaining to the manager what's going on with my tag, the police pull me over- FOR NO TAG. The car was purchased Nov 29. As of Dec 23rd i still don't have a tag, they don't have a title, i can't go through a car wash bc its a literally a sticker on the back of the car. Nothing about this purchase exudes customer satisfaction or quality. This whole process has proven that TOYOTA does not care about customers at all. TOYOTA reputation for being good is all a lie is all I learned- the hard way unfortunately. More

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My experience with this dealership was fantastic from start to finish. Jacob and Carlton were so helpful and answered any question or concern that I had. Even the finance team was great. I would highly r start to finish. Jacob and Carlton were so helpful and answered any question or concern that I had. Even the finance team was great. I would highly recommend buying with them to anyone. More

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