Dealer Reviews

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Overall Rating

1.0  

1   Customer Service
1   Overall Experience

Promises the world and doesn't deliver

By SillyGirl60s on 7/29/2015 at 3:07 PM. Helped by Kevin their "new" Customer Service Manager.

I purchased my new Prius V in Memphis, made it clear to Castellaw in Dyersburg that I planned to use them for all my service needs because they are closer to me than Memphis, I even asked them if it mattered that I purchased the vehicle at another dealer, and should I just bring it there rather than establishing a relationship with Castellaw Toyota. I receive nothing but positive replies to bringing my vehicle there. I did for the 5000 mile check up. While I was there I asked if they could touch up the paint on the hood and rear of the vehicle. I was immediately told without hesitation that I could "BUY THE PAINT FOR $35.00 AND TOUCH IT UP [MYSELF]"... I was shocked. Excuse me? Are you saying your service people cannot touch up the paint or are you refusing to touch it up? Next thing I know the guy is taking pictures and "sending it to Toyota" and "I should hear from them shortly". Six weeks later I still haven't gotten it fixed. I complained. Then I was asked to bring it BACK to get touched up. I WAS PROMISED IT WOULD BE DONE NO MATTER WHAT... instead I was faced with a CRYBABY CUSTOMER SERVICE MANAGER WHO COMPLAINED TO ME!!!! That is going to COST HIM (personally) $150.00 out of pocket... okay well I am paying $33,000 and plan to bring my vehicle here for the rest of her life and you're complaining to me after I waited a month and had to make several phone calls and complaints... it what I thought about when I said, I really don't care... The guy walked away after promising me the world IF I TRAVELED UP THERE... 60 miles round trip. I speak to regional manager who says... I was out of control? REALLY? Wolfchase offered that I could buy paint for $8.00 the same that Castellaw Toyota wanted $35.00 for and neither dealer wanted to touch up the paint on my brand new less than 5000 miles $33,000 vehicle!!! HOW PETTY IS THAT? I WILL NEVER AGAIN BUY A TOYOTA OR BRING MY VEHICLE TO EITHER DEALER WHOM I DO NOT TRUST. Personally, I'm sorry I ever tried to have TOYOTA LIVE UP TO THEIR PROMISES. I had issues with the Toyota of Rockland in NY too and that is why 12 years ago instead of buying a Matrix I bought a Chevy Tracker. A vehicle that I never had to ask to be touched up because they did it automatically and the vehicle was designed with A BUMMPER ON THE BACK. DO NOT BUY ANY TOYOTA WITHOUT A BACK OR FRONT BUMPER WITHOUT A PAINT TOUCH UP WARRENTY!!!

I would not recommend this dealer.

Overall Rating

1.8  

1   Customer Service
1   Friendliness
1   Overall Experience
3   Price
3   Quality of Work

first time oil change there

By cheyenne2q on 7/22/2015 at 12:42 AM. Helped by customer service.

First time there. they don't treat you like a value customer. Bad appointment scheduling service. Not that friendly. Would not recommend any service to family , friend or anybody.

I would not recommend this dealer.