Sales experience was excellent. - Tommy
Sales experience was excellent. Dylan Bax was outstanding—attentive, responsive, and made sure the vehicle matched what I wanted. Extremely available to answer any questions/concerns and kept me updated on a weekly basis. I definitely recommend him. Sales manager Ray Chen and business manager Neil Kilarski were also great to speak and deal with.
Everything went downhill once the vehicle arrived:
• Service installed the new tires the wrong way (white lettering outward instead of inward as specified and documented). When notified of the mistake and requested to simply flip them, they then put the OEM tires back on, delaying the correct install by an extra day after the sale was finalized. Toyota lock lug nuts were also not installed. I had a nearby shop (Prairie Pitts) fix it quickly and professionally instead of dealing further with Taylor Toyota’s service department.
• Worst issue: Brand-new vehicle with under 10 km had a deep scratch on the hood right where the red delivery bow had been (can only suspect this), with a definitive pattern in the area similar to one placing an object on it; It might need body-shop work (possible repaint + new 3M film and ceramic on the hood). There’s an indefinite wait due to their backlog, so I’ll be without the car and need a loaner when the work gets scheduled. Dylan has already started the Client Care process and am thankful for his prompt work ethic. Problem is, it’s a brand new vehicle and it doesn’t really matter when you drive off the lot and will have to wait for this to get fixed.
Accessories: 3M film was peeling (~1.5”) on the front passenger door edge(bottom)—I fixed it myself (pressed it back) and am hopeful it stays looking good, luckily it is under warranty. Ceramic coating beads water nicely but clearly didn’t protect the hood from that scratch so unsure about its effectiveness.
Dylan was a 10/5. Everything after that dropped the overall experience at Taylor Toyota to a 1. Their slogan “satisfaction is Taylor made” doesn’t feel accurate right now.
Advice: Specifically request no red bow or cloth on the vehicle at pickup to avoid this risk.
My rating is subject to change once the issues are fully resolved.
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