AVOID Scott Clark Toyota in south Charlotte at all cost.

Bravo to the dealer for finding this thread and sorting it out.

OP should have been more discrete as it was a personality problem...

 

agreed. i wish the owner of bernardi toyota in framingham, mass would contact me and apologize for the crappy way i have been treated before, durin and after i plunked down $500. on a $33,000. car. maybe i need to start a thread with their name in it. i'll be interested to see how he follows up with you. all the best rhizzel!

 

Chris - Kudos to you for finding this and responding. The only thing that I would say is that based on the OP's original post he seemed like a PITA customer - one who just wanted to be given the keys to your cars and not take a couple of minutes with the salesperson. To me it sounds like he was a bad customer and that your manager did a good job backing up his/your salesman.

 

Complaints made to Toyota Motor Sales (TMS) visavis dealers are ALWAYS vigilantly messaged back to the dealer by Toyota. In fact, the followup is quite vigorous. I can assure you that dealers, despite being "independently owned and operated", care very much about the relationship they have with the manufacturer. At the end of the day, Toyota cares very much about making the customer happy and works hard behind the scenes to resolve customer complaints regarding dealers.

 

I am very familiar with PriusChat and have been an on-again off-again lurker for some time. Certain events prompted me off the sideline. Now I am rather enjoying myself. I am tying to think about how I might lend value to the group. Perhaps, by offering a dealer opinion when warranted. I certainly also could make my technicians available to the more difficult mechanical questions. In any case, look for me to participate more frequently in the future.

 

This post is nothing short of brilliant. Well done. I am fully inspired. My service team is universally regarded as the Toyota dream team. My Service Director has been with the store for 35 years and is a literal living legend in Toyota circles. He is actually on his 3rd building and 3rd owner! He Service Manager has been with him for 22 years. We have over 50 technicians nearly all of which are tenured. As I mentioned before we are one of the biggest service depts in the nation (5000 plus customers a month) and have one of the best retentions scores in the nation also (that score reflects the likelihood of the customer coming back). I could go on and on. Look for me to begin working to add value to this group.

 

Thank you so much for your super kind words. I am profoundly grateful. I certainly remember your unfortunate scenario. I am certainly glad to hear that everything has been good subsequent to that ill-timed repair. Please do not hesitate to contact me direct if you ever need any further assistance. Thanks again.

 

Thank you very much. I am certainly eager to assist. I am certain that we can provide incredible service from this point forward. I look forward to restoring your confidence in my company.

 

Thanks for the thoughtful words.

So there is a natural spectrum of customers that range from easy to difficult. No question the OP is probably closer to difficult than easy. Nevertheless, when you sign up for retail, you sign up for EVERY customer type. I think ultimately I will be able to provide the OP with incredible service if given the opportunity.

I think most people would be shocked to spend a day with my crew on the front lines. Not an easy undertaking by any stretch. But again, we are the pros and it is incumbent upon us to do whatever it takes to give the customer the best possible experience, PERIOD.

 

Awesome! Thank you very much for the thoughtful words.

 

Any updates on the end result? Dealer seems more than reasonable considering the initial attack.

 

Oh my god! They've gotten to you. Somewhere a Pod is split open and the original Rhizzlebop has been replaced by a monotone speaking Dealership loving Pod Person.

I'm just kidding. Glad it all turned out good. And Kudos and much respect to Mr. Cady for sticking his neck into public forum and doing his best to right the situation.

I'm very snakebit with my history. But I do realize a lot of good people do their best at dealerships. It's nice to hear good outcomes.

 

I think a moderator has to do it. To be clear he wants

changed to

 

As of right now I am sitting in the dealership while my car is getting worked on. I find Scott Clark to have the cheapest oil change, but extremely expensive in any other repairs. I normally go to Jim Hudson in Irmo ,Sc for any repair needs. As a poor young person I need to stretch my dollars and help my Prius have a long life.

I do feel like Scott Clark pushes some services more than other dealerships. However, the service people are very helpful and are only doing their job.

I have not had a car buying experience here, as no one would be willing to touch my underwater car loan haha..I just drool over the newer Prius models and tell any sales people I'm too broke so don't waste time on me.

 

I would personally waste 3 hours of time if I had to making sure a customer got to see what they needed. Part of business is rapport, and you can be damn sure that I want them walking away singing my praises even if they leave in the same car they showed up in.

They will be back, and they will tell their friends. That is worth more to me than a sale any day of the week.




Jacob Stahler

 

Basically, the customer is always right.
Also not all salesman are honest and most have poor listening skills,
I am not sure if it is part of their strategy to wear you down to maximize their profit or if they take you for a fool. If I am seriously ready to buy, I go straight through the Internet /Fleet manager.
The "weak link" is having to play their game to get a test drive.
From my experience.
Yours might different.

 

The internet department has been used for our last 3 purchases but I've also never had a problem getting a courteous test drive. Must be the old Golden Rule thing, if you want courtesy you need to give it.