Charlesglen Toyota

The shuttle driver was very rude and was showing attitude all the time he dropped me to home. Although other staff asked me to wait for shuttle but when he came in he said he cannot give me a ride as he had all the time he dropped me to home. Although other staff asked me to wait for shuttle but when he came in he said he cannot give me a ride as he had been busy that day. He told me instead of shuttle I should just wait at the dealership. He told me that he can say no for shuttle when he wants. More

The first impression test driving vehicles at Charlesglen with Jeanette was positive in terms of letting me try a few different models and showing different pricing for leases versus financing. But what I di with Jeanette was positive in terms of letting me try a few different models and showing different pricing for leases versus financing. But what I didn't like was the pressure to decide the same day and not feeling like there was any incentive to choose Charlesglen over another dealer. My issue with Charlesglen is the lack of accountability, professionalism and genuine concern for customer service. I emailed Jeanette right away after I put a deposit down on a vehicle asking some questions on the features on the car I ordered because some of them were unclear and she never got back to me. It wasn't until the financing department contacted me and I mentioned it that I got a response over a week later. She blamed losing the email in her inbox... ok fine. I emailed again with another question and left a voicemail and wasn't responded to either, until I emailed asking if she got my message. The day my vehicle was supposed to arrive at the dealership was frustrating. I waited until 1pm and hadn't heard anything so I called and emailed. No one had any idea where the vehicle was and said the compound didn't notify them that it arrived and they weren't sure what was going on. I had several back and forth emails with Jeanette letting her know I really needed the vehicle and had been without one for 2 weeks and wanted to know a specific day I could get it as soon as possible as I had some appointments. I said I either needed a loaner car or a small discount on my vehicle in order to rent a car and she stated that I could rent a car at Enterprise from their dealership. :/ I said I was concerned it didn't sound like the car would be ready any time soon and maybe Charlesglen had to pay for the cars still and so they weren't being delivered. She says to me and I quote (as I have it saved in an email) "it’s funny how, when we’re frustrated about something, we can start making up stories about almost anything." Is that really how to respond to a customer? I was floored. She asked for some time and PROMISED she would contact me first thing in the morning the next day. Well she didn't. That afternoon I sent an email stating my disappointment and called her up, she said she had been with a customer until then and hadn't had a chance to contact me. Ok fine - but why did you promise and then not have someone else send me a quick email or phone call that you were busy and had no news yet? Doesn't make the customer feel very important by this point. Several more emails and I said can I have some options please, I liked the car in the showroom but you wouldn't give me a discount on it at all due to some extra accessories on it, can we do that, or get me a loaner car if I have to wait a few more days for the one I ordered that isn't going to be released. She says that the grey car I ordered I had decided was more my colour that's why I went with it over the blue showroom car.... No, incorrect. (Blue is my favourite colour, I simply said I would accept a blue or grey car, just not red.)She asked until the end of the business day again. As it was late Thursday afternoon and I needed the car Friday I found this very frustrating as I didn't want to wait until the last minute to get insurance on a car should it be available late on Friday or Saturday (in which case I would not be able to get any insurance until the following Monday as they'd be closed). I expressed my frustration and asked for a refund on my deposit as the car I ordered was not being delivered and she wouldn't talk to me about discounting the show room car, pulling another car from another dealership or getting me a loaner car for a few days if necessary. Immediately she writes back to call Atilla the New Car Manager - but with no apology whatsoever. I talked to Atilla and explained I wanted a refund on my deposit as Country Hills Toyota had in the span of 15 minutes on the phone offered to not only give me a loaner car that day and pull in the exact vehicle I wanted to be ready tomorrow and match Charlesglen's price. Atilla didn't want to talk about giving me a refund and just explained that none of this is their fault, the car I ordered isn't being released and is there something else he could do for me. I was frustrated. So only now because I have the option of buying a car at the next dealership I am able to negotiate? I asked about the car in the showroom and said that was the car I initially wanted but when Jeanette went and talked to him the first day he said there was nothing he could do on the price due to some extra accessories (mind you these were not that expensive just door sill protectors and a decorative dash kit). Atilla said had he had known I wanted that vehicle he would have given me a deal but he was unaware.... What??? Jeanette specifically told me she asked him and he said no, that's why they ordered me a car from the factory without those accessories... So again there's blame shifting going on here. He finally agrees to discount the showroom car $500 for me but I still pay an additional $377 total, I said fine whatever I do like the car and I'll be happy with that one if it can be ready tomorrow. He said it can be ready Friday afternoon or Saturday morning. I said Friday because the insurance company won't be open Saturday.... He says ok great Jeanette will call you and arrange a time to pick you up tomorrow morning. Jeanette waits until 9pm that night to call me and say she will come get me tomorrow and that the reason the car I ordered wasn't ready was due to being manufactured without any heated seats like several others they ordered so it's not Charlesglen's fault, ok fine, but it doesn't sound like I was going to get that car any time soon if that's the case. An hour before I am to be at the dealership to pick up my car Jeanette leaves me a voicemail saying she can't come get me and I should take a cab and just come in to the front desk and they'll pay for it for me... ??? This is rather inconsiderate after saying several times they would pick me up no problem and bailing last minute. Once I get to the dealership there is confusion on what's going on with the cab, Atilla says no Jeanette misunderstood what I told her, can you pay for the cab and we'll reimburse you? I said no, please pay for the cab as I was told you would. Trying to get reimbursed on top of all of this isn't sounding simple. Finally I get to go look at my car and check it out with Jim McAlorum, who is the first and ONLY person at Charlesglen who actually seems to care about customer experience. He's genuinely friendly, he gets to know me, he makes silly jokes to make me laugh and ease the tension and he cares that I get excited about having a nice new car that I will enjoy. We spend about an hour looking at everything and I found it really helpful and the only positive in my car purchasing experience. I go back upstairs and wait for finance to finish the paperwork on my car. It seems they are really behind and I wait about 45 minutes until someone is free to see me because another couple says they are in a rush and jump in front of me. I finally get everything done and it doesn't take very long at all and I'm on my way. The next day Jeanette calls me to ask how the car is and if there's anything wrong with it. I said well I only drove home but it seems fine. She says ok give me a call if you have any problems.... and quickly lets me go. After all of that and her still getting the sale I was quite offended there was no "glad this all worked out for you" "thank you for your business" or "I hope you enjoy your new car". Just "call me if there are any problems?!" Insulting to say the least. Now I'm sure that not everyone will have an experience like mine. But I also feel compelled to share it because I was not being unreasonable. All I really needed was a few "I'm sorry" and "If it's not ready by tomorrow this is what we can do for you..." solutions. Instead I was made to hang around with no indication of what was happening or what my options were, and they only worked with me after I informed them that I was able to get a car the next day at Country Hills Toyota and a loaner car that day if needed. In the end I only purchased from Charlesglen because they had a car I wanted and I wasn't sure I could get my deposit back. I'm very disappointed to make people so much money and be treated so poorly without even a "thanks for your business and I apologize for this situation and the inconvenience". Not to mention the fact that I feel pretty silly walking everywhere for 2 weeks in the freezing cold when I could have just taken home the car in the showroom that I said I wanted in the first place. I don't see any incentive to go back to Charlesglen and I will be recommending Country Hills Toyota from now on, especially to my boyfriend who is in the market for a new Toyota THIS MONTH. Things happen and I'm not unreasonable, I was polite and respectful. I've worked in customer service for 12 years and own my own business and I have had my share of crazy demanding customers. All I wanted was options and offering a solution to the problem, but I got nothing until I threatened to pull the deal. There is just no excuse for saying condescending things to customers, making promises and bailing again and again, lying about what I asked for and wanted, shifting blame to others, and not saying thank you for your business after all of that. It seems as though Toyota's are supposed to sell themselves and there's no desire to make purchasing from Charlesglen specifically attractive. Special thanks to Jim though, the only person who made me feel somewhat excited about my new car and cared about the customer experience. More