Complaints

This profile includes complaints for AutoNation Toyota Mall of Georgia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AutoNation Toyota Mall of Georgia

  3505 Buford Dr Buford, GA 30519

• 

  AutoNation Toyota Mall of Georgia

  3505 Georgia Highway 20 Buford, GA 30519

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the worst experience with them (****** was ok but MR **** WAS RUDE). Last night I bought a Prius too beautiful so they agreed to buy my car prius 2016 like a down payment plus $2.500 I had left my car at the workshop and they paid for it. Last night they said that my old car was inside in the workshop storage and I had to comeback today for my personal things inside my old car. Today arrive for my properties and ****** the salesman, told me that I have to pay an invoice about my old car because they lost a lot of money with theirs discounts to me. After he called to MR **** the manager and he shouted me: IF YOU DONT PAY THIS INVOICE WE ARENT GONNA GIVE YOU BACK YOUR PROPERTIESI said to him in a calm down way what about my properties?He said rudely and shouting I am not gonna give U back 'em if you dont pay the invoiceHowever I need my tools for my job and they have to pay me that everything is valued for about $15.000 dollars that they have to pay me. Actually I have to go back with an officer or something else.I dont recommend that place to buy a car

  Business Response

  Date: 03/13/2025

  We have reached out to the customer and resolution is in Progress. We will do everything on our Power to ensure the customer's total satisfaction.

   

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer Rip off!!I bought a *************************** Tacoma from AuoNation Toyota Mall of GA in October 2024.The listing price was $44,257.56 After negotiations with the salesman and Manager, the agreed sale price was $39,000.The dealer would also give me $10,000 for trade in 2018 ***** Colorado.When I signed all the paperwork I didn't think they would change the numbers and after I signed eevryting and took the truck home I realized that they had sold it to me at the listing price plus other extra charges totaling $47,155.87 I have been traveling ouside the country and that is the reason I am filing this until now.I trusted the contract would be what we negotiated, but I've got scammed either by AutoNation Toyota or Southeast Toyota financing.I tried to contact the general manager at the dealer but he is never ************ a customer I have been remained that if you don't pay attention they will take you for a fool.I need the Dealer to return the contract to agreed negotiation price.

  Business Response

  Date: 03/03/2025

  At his request, we met with Mr. ****** *****, on March 3, 2025, at 9:30 AM to discuss his concerns about his Tacoma purchase on October 31, 2024. We showed ******** and his wife all the documents where the selling price before addendum items were $39,048.50,that they did get $10,000 for their trade, and made sure that it was his signature on the final sales menu. Mr. ***** stated he thought he was purchasing the Tacoma for $39,000 and didnt realize the addendum items. We asked why he proceeded with the transaction if it was not $39,000 as he thought when he was in finance, he said he didnt realize. Mr. ***** did remember that at one point he asked the finance manager if the vehicle had power seats, since he did not get in vehicle because his wife test drove it and the vehicle is for her, he was told no and almost did not move forward due to that but ultimately did because the vehicle was for the wife. we did show Mr. ***** the addendum on our vehicles where we list all items as well as in his final signed/verified sales menu. The ***** Family acknowledged that we did have it on all paperwork, but believe we were not upfront about it. I explain how we are very transparent on the way we itemize all items on our addendums and sales menu, to ensure that the customer understand what they are purchasing from the onset. Mr. ***** later revealed that he no longer needs the Tacoma and was looking to sale it to us on February 20, 2025, were we appraised it for $32,000, he also stated he received a quote from ****** for $33,000. I did quote him $34,000 if that would help. I explained to him all vehicles take the biggest depreciation in their first year of ownership, ultimately, he has decided to stay with his Tacoma for a while.

  AutoNation Toyota Mall of Georgia is a world class operation where the customer is always 1st and valued and it is unfortunate that Mr. ***** feels otherwise although we have gone above and beyond to ensure full transparency.

  We remain fully available and eager should Mr. ***** requires any further assistance or additional clarification.

  Autonation Toyota Mall of Georgia / Guest Relations Team.

  Customer Answer

  Date: 03/03/2025

  03/03/2025
  
  Complaint: 22994916
  
  I am rejecting this response because:
  My wife and I met today with AutoNation Sales Manager ****.  (Didn't give his last name)
  What an upsetting waste of time, He tried to make us look stupid by saying that we negotiated a deal on the **** of $45,812, before the extra add ons from the dealer, and after the negotiated deal price and trade in vehicle the total price out the door was $45,979.60.
  He showed us on paper where I agreed to buy it for more than the sticker price...
  Which honestly I didn't read before I signed it...
  so after spending hours negotiating and supposedly getting the end of the month sale discount,
  We paid more than the sticker price...
  **** rubbed it in saying that put my signature on it.
  What a trick to get you to believe you are getting a great deal and paying way more than you thought.
  To top it all he said He would buy back my New 2024 Toyota Tacoma with only 2000 miles
  for $34,000....!!!!
  Another Super Deal AutoNation Toyota Mall of Georgia!
  Sincerely, the fool...
  
  ****** *****

   

  Business Response

  Date: 03/04/2025

  We sincerely apologize for the inconvenience this has caused Mr. ***** and We would be more than happy to meet again to see what else can be done to ensure a post-transaction full satisfaction.

  It's unfortunate that we did not have this opportunity sooner and prior to putting 2000 miles on the vehicle which would have given us other alternative routes to explore .

  If the desired outcome was not reached through our New Vehicle Director ****, we can certainly opt for a different Sales Manager for further assistance.

  We remain fully committed to a world class Guest experience as expected from the reputable brand we represent.

  Sincerely,

  Autonation Toyota Mall of Georgia - Guest Relations Team

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22994916
  
  I am rejecting this response because:
  The issue is: when we negotiated the price of the vehicle was including all the equipment that was in the truck,exactly the way it was shown to us... when we stopped at the financial office, they showed the deal price on the ******* and added the extra equipment and extras to the price, When we asked for the price of the vehicle, we meant the final price to take it home, not the **** and adding $10,000 en extras. Total shame on the dealer

  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/15/2025

  Unfortunately, AutoNation Toyota Mall of Georgia is unable to accommodate the customer request as explained to him in person.

  Should he need any further assistance with our decision, He is welcome to contact the Customer relations department directly at ************ and ask for Mrs. ***** *******.

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 22994916
  
  I am rejecting this response because:
  Autonation changed the price at the time of the signing and don't want to refund the extra charges.

  To make it worse, they offered to buy it back at $11,000 less than what they sold it to me, 

  my truck is a 2024 with only 2000 miles, they sold it to me for $45,000 and now they offered $34000 leaving me to lose $10,000

  Unfortunately, they are crooks

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/07/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a complaint regarding a car dealership, AutoNation, for misrepresenting my role in a vehicle purchase on December 9th, 2023. While I agreed to co-sign for the vehicle, the dealership incorrectly listed me as the primary owner and submitted the vehicle for registration in my name.This mistake has created financial responsibilities and legal obligations that I did not agree to. The issue remains unresolved despite repeated attempts to address this with the dealership.The sales representative informed me that the customer, ****** ******, was unable to obtain financing on her own due to her lack of credit history and required a co-signer to complete the purchase. The representative assured me that the vehicle would be registered in ******'s name, and I agreed to co-sign based on that understanding. Nyiema paid the deposit directly in her name, and the insurance for the vehicle is also in her name, with me listed as an additional driver to lower premium payments.However, the dealership submitted the title and registration in my name, despite assuring that the car would be in Nyiema's name. This has created legal and financial complications for me that I did not anticipate or agree to.I am requesting the ***** assistance in holding the dealership accountable and ensuring that my role as a co-signer is accurately reflected in all related documents, including the vehicles title and registration.I am available to provide additional details or documentation if necessary. You may contact me at ************ or via email at ***************************** you for your attention to this matter.Sincerely,******* ******

  Business Response

  Date: 12/08/2024

  Hello,

  this is to confirm we have received the BBB communication and we will investigate this matter in order to enter in contact with the customer. 
  

  Thank you .

   

  Customer Answer

  Date: 12/08/2024

  I am not accepting this because,  This is my 2nd complaint and they have said this before and did not get in contact with me. I've tried reaching out to the other managers and VPs and no contact yet and its around 8 months. Tell them to communicate through BBB.

  Business Response

  Date: 12/09/2024

  To whom it may concern, after further investigation, we have concluded that this complaint was submitted to the wrong BBB profile. It must be forwarded to the appropriate location. This customer has dealt with ********************** ******* Mall of Georgia and not Autonation Toyota Mall of Georgia.  We kindly ask to correct this so the Customers complaint reaches the appropriate department at the right location. Please remove this complaint from AutoNation Toyota Mall of Georgia Profile.

  Thank you

  Customer Answer

  Date: 12/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will resubmit under correct establishment 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon,On December 2, 2023, I purchased a 2015 Range Rover Evogue from Auto NationMall of Georgia. On Saturday, June 23rd as I was driving home the car stopped accelerating. I waited on the side of the road for 5 hours waiting for a tow truck. I had the car towed to my usual mechanic and he stated that the motor has gone out in the car. I did not purchase an extended warranty due to the finance person stating that it would add ****** per month to my car payment. I have driventhis car only about ***** miles in the past six months.I am unsure of what my options are or what can be done. f have been making payments on this car and paying car insurance on a vehicle that has been inoperable for the past three months that I only had the opportunity to drive for 7 months. I was reading on the AutoNation website about the 12-month -12,000-mile warranty.Please advise and contact me at **********

  Business Response

  Date: 09/28/2024

  Hello- Please remove this complaint from our BBB Profile as it does pertain to our location as previously explained to the customer. 
  Customer transacted with VW Mall of ********************** and not Toyota Mall of Georgia. 
  please direct the complaint to appropriate entity. 

  Customer Answer

  Date: 09/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I filled a separate complaint against Autonation Volkswagon Mall of Georgia. Originally, I thought that they were one entity until I was made aware that Toyota and ********** are both owned by Autonation, but separate dealerships
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/16/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/2/24, I paid AutoNation Toyota Mall of Georgia a $1,000 deposit for a new RAV4. // The salesman, *******, said that AWD means all four wheels are always driving. On 9/14, I found out this is not true for RAV4s. On a RAV4, AWD only engages when (1) the vehicle detects loss of traction or (2) when the vehicle is first accelerating from a stop until it reaches 3500 rpm (which is usually about 15 mph.) If ******* had told me the truth, I would not have paid the deposit.. // I first found out about the car in an online listing on CarGurus.com. When I gave ******* the listing information, he told me, The price is $800 higher than what it says online. We put the lower price online to attract customers. He told me that this dealership requires all customers to add window tint protection for $599, appearance protection for $699, and dent protection for $699 which adds up to $1,997. He said these fees are non-negotiable. These fees are not mentioned in any of the online listings. // The *** is close to implementing the CARS Rule, which prohibits dealers from using bait-and-switch tactics like these. // I want to add that ******* was extremely pushy. After I had spent 1.5 hours with him, he told me, "I've spent three hours with you; are you going to buy a car or waste my time? // I called on 9/14 and explained that I did not want AWD. ****** called me back and said he would be able to find a FWD that I could apply my deposit towards. At the start, I clearly stated I wanted heated seats. He told me hed found a RAV4 with these specifications. He emailed me the price breakdown and spec sheet, which I signed and returned. Around 10 minutes later, he called me back and said this car was actually AWD, and there were no FWDs with heated seats. // This dealership is abusive. I am formally requesting my $1,000 deposit back.

  Business Response

  Date: 09/16/2024

  Although the customer clearly understood and signed a fully non-Refundable agreement when She place the special order (that we have previously revised as a Courtesy) and after further consideration, We have decided as a goodwill gesture to proceed with the deposit refund as a token of professionalism and to ensure a better Guest experience that is known to be our trademark here at AutoNation.
  

  Autonation Toyota Mall Of Georgia 

  Customer Answer

  Date: 09/16/2024

  Thank you for refunding the deposit, and sorry for filing this complaint in haste.

• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that the service techs have came to the conclusion that I will need my engine rebuilt since my car is burning oil. This issue did not happen overnight and I have been taken my car here for service. I would like to know at what point did my car fail? They did an oil consumption test but that does not give me how you all came to the resolution I just feel they went with what is issues are "common" to have. To tell a customer who is not financially stable that they need a new engine is mind blowing and I have not had any sleep at all. I have been taking my car here for oil changes, and routine maintenance and no issues were told until my last two visits. I am needing this investigated as I tried to get second opinions from other shops and showed my receipt of reccomendations that was given to me from toyota to other repair shops and they need clarity as well. My car is well maintained, and I feel this is my fault. Why am I loosing oil? I am not paying for a new engine you all will fix it for free as you failed me as a customer and put me in a rental NOW while you all fix it. FIX EVERYTHING ON MY CAR! I lost my dad who is now passed away this is not what I need to hear. Someone help me understand as I am not paying over $6,000. I am a loyal customer and your shop will be responsible for not catching this issue before it got worse. Either you all do not put enough oil, or messed my car up but my car was in GOOD CONDITION!! FIX IT!!!!!!!!!!!!!!!!!!!!!!!!!!!! NO CHARGE TO ME! NO ONE WILL GIVE ME STRAIGHT ANSWERS!!! JUST FIX IT. I do see I have a recall/warranty that needs to be honored! Please see below and cover me in a rental! Refund me my $167.89 as well for service I paid to get done on march 22nd 2024.

  Business Response

  Date: 04/22/2024

  Dealership completed oil consumption test even though the vehicle is out of warranty. He does in fact present oil consumption (which was noticed by the customer because the oil light would appear on the dash while braking); however, he is out of primary or secondary warranty coverage. This is explained in the picture attached by the customer himself.  

  As a dealership we have to comply and follow Toyota's policy and warranty guidelines. We would be glad to reach out to Toyota on the customer's behalf, but we cannot guarantee that they will approve this repair since he is way past the warranty window determine by Toyota - expiration date was 5/9/2019 which is 10 years after the date of first use. 

  We apologize and understand the hardship this may represent for the customer but hope he understands that the ultimate decision is made by Toyota Manufacture NOT the dealership AutoNation Toyota Mall of Georgia. 

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my wife ***************************** recently purchased a used Toyota Corolla Hatchback from autonation Toyota who said the car had been inspected during the test drive we never got above 35 MPH upon getting the car home I realized it had what feels like a warped brake rotor. When I contacted my sales rep thru text he informed me he didnt think he could help me. I just want my brakes fixed I shouldnt need to get brake work done on a car I just bought.

  Business Response

  Date: 09/07/2023

  CRM spoke with customer regarding situation and scheduled appointment for customer to come in on Monday 9/11. 

  Customer Answer

  Date: 09/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Toyota Mall of Georgia and purchased a pre used vehicle that was certified by the dealership as they advertised es it. The next day the car did not turn on the dealership was called and they towed the car back on Monday by Wednesday I was told the car was fixed and that it had been the battery. The following day the car did not turn on again I had to miss work ***** and went back to the dealership I advised them of the problem once more and let them know. I no longer wanted the car. I asked to speak to the manager and have a meeting with him and the. Sales associate. The Manager did not even offer to sit with us or listen to my concerns and complaints. Toyota should have never sold us a car knowing there were issues with is or not inspecting it thoroughly.

  Business Response

  Date: 08/04/2023

  Customer has been traded out of this vehicle. 

  Customer satisfied with solution. 

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 28, 2022, I ********************************** entered a consumer credit transaction with the dealership by the name of AutoNation Toyota Mall of Georgia located in ******, Georgia, in which I extended my credit to purchase a 2021 Toyota Corolla VIN# *****************. The amount for the finance charge stated on the retail installment sale contract was $6,028.65 in which 15 USC **** defines as the sum of all charges. I was also charged additional amounts evidenced by the amount financed total of payments, and total sale price in the amount of $26,538.07 for the purchase of the 2021 Toyota Corolla. Nevertheless, I was informed that I needed to put a down payment of $1200.00 in cash along with my trade in value of$1000.00 for my wifes 2008 Toyota Camry with a total down payment amount of $2200.00. I was also coerced into purchasing *** Insurance (Guaranteed *************************** in the amount of $1200 in which I asked AutoNation of Toyotas CFS, ****************** ********************* whom was processing the paper work to cancel the *** Insurance immediately on that day for a refund but it was not granted. I also provided insurance which was not to be included in the sale. Moreover, cash (a down payment, insurance payment such as *** or private insurance and any other fees etc.) is not to be rendered with a consumer credit transaction. This is a violation of The Truth and Lending Act as well as 15 U.S.Code **** which defines that the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the creditor as an incident to the extension for credit. AUTONOATION TOYOTA MALL OF GEORGIA also failed to provide me with the required disclosures as required by 15 USC **** & Regulations Z of the Code of Federal Regulations. Please view attached letter for more details. A request for refund of fees and other charges not included in the "finance charge" be returned back to me.

  Business Response

  Date: 03/31/2023

  On 03/31/23 store Controller, *************************** has attempted to reach out to ******************** to better understand this complaint.  The documents attached with ***** Fargo were cancelled and the customer never paid finance charges because the contract was flat cancelled with ***** Fargo at 100%.  Also, the updated buyers order dated 07/16/2022 shows a balance of $25337.07, which does not include any GAP or additional products.  The funds were received from Navy federal ************ for the amount of the car less the $1200 down payment.  Not sure why we are trying to collect finance charges, or GAP funds at this point.  The contract with ***** Fargo was voided.  Feel free to reach out to us if you need any additional information.  

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  You schedule a service appointment and go into their garage and nobody greets you. You go inside and cant find a employee anywhere. I waited a hour trying to get someone to honor my service appointment. I left in frustration. When I called they where completely unapologetic about the situation, and did not offer a shred of evidence that they will try to improve service int he future. They act like its my fault they can't offer proper customer service in their service center.I spoke to a *************** who claimed to be a manager: although I could not verify this, and I saw his name being used in reviews as a service advisor and not a manager. And he booked me for the next day. So I can waste another day of my precious time to fight hordes to holiday traffic to make a appointment that should have bee done in the first place.There is no reason that on a Monday at 3pm there should be no employees available to assist customers on the service floor. This is quite frankly a completely unacceptable level of service to expect for ANY customer facing business.I would like to at a minimum get the equivalent level of customer service you would get from any ********* restaurant.You need to get your house in order

  Business Response

  Date: 11/29/2022

  Customer had an appointment to come back today at 3pm - He was a no show. 

  We are reaching out to customer to see if he would like to reschedule his appointment. 

  We will update case again once we hear back from customer. 

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18473554
  
  I am rejecting this response because:
  

  My clearly and concisely expressed concern about inadequate staffing has not been addressed

  My desired resolution which was plainly written and should be easily understood simply was not addressed

  If my desired resolution is not clear or you have difficulty understanding: please feel free to ask questions

  No where within my desired resolution did I express or in anyway indicate that a followup appointment was desired.

  Sincerely,
  
  *************************

  Business Response

  Date: 11/29/2022

  In addressing ************** concerns, staffing was adequate at the time of his arrival. We reviewed the footage of our security cameras to find out what happened during the hour ************** said he was waiting for service (footage available if needed). ************** arrived in our service drive at 2:52:55pm and walked in the service write up area at 2:55:29pm. There were 3 service advisors present at the time. Two were with customers and the other was on the phone. One advisor went on the drive with his customer and the other walked to the lounge with his customer, while the third one was still on the phone. ************** walked out of the service write up area at 2:56:45pm (1 minute and 16 seconds from when he walked in) and proceeded to get in his vehicle, where he sat until 3:00:28pm then drove off. ************** total time in our service department was 7 minutes and 33 seconds; and while we try to give our customers exceptional service, the average write-up time is approximately 10-15 minutes per customer. As ************** stated, ********** called him the same day and set a new appointment for today at 3pm and told ********** to be waiting on the service drive at 2:55pm. He stated to ********** that our lack of customer service falls on management and ********** accepted responsibility even though the visit did not go as ************** stated. If ************** had no intentions of wanting an appointment, why did he set one and asked the manager to be waiting for him 5 minutes prior as we did. Today two follow up messages were left; one by ********** and one by ********** with no response from **************. We feel as a dealership we have done everything to take care of ************** to this point and would be glad to assist him with his service if he wishes. 

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18473554
  
  I am rejecting this response because:
  

  This business is straight lying about what happened.

  I categorically reject this response.

  Simply my word against theres.

  Even if they were truthful which they are not: this outlines that this customer has no desire or will to properly address customer concerns.

  Calling the customer a lier is a low tactic used to deflect responsibility for the situation.

  I will be following up with my attorney for libel and slander.

  
  Sincerely,
  
  *************************