Freeman Toyota

Reviews 4

BR

Brittany Nies

My experience started after I purchased a certified used 2012 Sienna 3 months ago. After just 2 months the A/C on my car gave out in heat of mid July. I scheduled an appoint. on the Freeman website for Sat morning and brought my car in to the service department where I was greeted by James. At first he had a hard time finding my appoint. and after I told to him that I had made it on the website using the schedule appointment page, he explained to me that the website appoint. function wasnt up and running perfectly yet. I told him my problem, they did diagnostic on my car for the day and I used the shuttle program to get home and back from the service department. When I came to pick up the car, James informed me that the car required A/C service and the location of parts need replacement were in hard to reach areas of the dash/engine which justified the hefty price tag for diagnostics at $156 which I originally thought shouldnt cost me anything since my car was a certified used vehicle and I had purchased the platinum extended warranty. He told me regardless of my warranty I still needed to pay the diagnostic fee. He told me I would get a call the following Tues/Wed when the part arrived to reserve an appt. The service I needed would only take 3 hrs. hrs. Tues & Wed came and went with no call and it wasnt until the following Monday when I finally was able to get someone on the phone after leaving messages for James everyday Wed-Sat. I had a car with no A/C and two small children for over a week in July on one of the hottest weeks of the year. On Mon. I set up an appt. with a rep who told me the part came in as scheduled on Wed the week prior. I was greeted at my appt. by Curtis who informed me my service would take 3 days not 2 hrs and I could rent a car complimentary. 3 days into service, Curtis called to tell me my car would take 4 days instead of 3. On Friday, I returned my rental, picked up my car from Curtis and received my receipt with $1800 worth of service covered by warranty. Not once being told I am owed a refund for my diagnostic fee. After almost 2 weeks later James calls me to inform me that the part I need is covered by warranty and I can come it to get service. I called him back explained I received service already, and was expecting a refund for my paid diagnostic fee. He sounded confused and tells me he will call me back in 10 min. Never heard back from him, I called and left him a message, and after 3 days I finally called Freeman to talk to the GM of service dept. David calls me back and tells me the GM Jerry is unavailable. Hey tells me he is sorry for my experience and will send me my diagnostic fee back ASAP and inform the GM of my experience. Thats it! No remuneration, no compensation, no asking what he can do to make it better or make it up to me, giving me a reason to try give them another shot. In fact, it seemed like he was doing me a favor by getting the money they owed me back to me. With so many other great options in Sonoma to use for Toyota service why would you go somewhere, where the reps have inconsistent stories, terrible communication with their customers, and are willing to take your money they are not owed. Disgraceful and unethical business practices.

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J

j

If you are looking to buy a car, truck, suv, ect. this is not the place to test drive or try to speak with sales reps. I literally walked in there with a check in my hand to purchase a car on 3 separate occasions. Shame on me for going back, but here was my experience: 4 old, balding, overweight men who have clearly been in the game for far too long sitting in a crescent moon on their chairs shooting the breeze with no regard to customers looking to buy vehicles. Never once was I greeted or even acknowledged! I approached the men and said I want to test drive a vehicle. Their response was irritation as I had CLEARLY interrupted their pow wow. I asked to drive a specific vehicle and the salesman (can i even call him that?) just blew me off. Went back a 2nd time and here they are again, looking worn out and irritated that I had broken in on their important conversation. I showed them a print out of what I wanted and one of the men looked at it and then said sorry, you cant get that. I asked why they advertised this vehicle if they didnt have it and his response was they werent "allowed" to take it off the internet even if it was out of stock. He merely suggested that I place an order for a similar vehicle, pay for it, and wait 8-12 weeks without driving it. I dont know about most people, but im not about to drop $30k without test driving what Im buying. Third attempt got me in the same position along with disgusted looks and school-girl whispering. I dont know how they can be in business with this kind of disrespect towards customers, but I can say that all of those men should retire already and make way for the younger generation who is a tad more motivated to earn a living. The only person there thats worth dealing with is Jim Ferguson. That guy is great. You can get a fast and easy quote with great customer service from him.

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L

L Chapman

My husband and I have rented from Freeman Toyota for about 10 years, including twice this year. Each time I have called to make a reservation they remind me to bring proof of insurance. Up until now, my experience with them has been fine. A few days ago I reserved a car for today and was told, again, to bring "proof of insurance". This morning we arrived and were asked for proof of full coverage insurance, which I do not carry as my car is almost 20 years old. We were informed that Freeman Toyota does not carry their own insurance and they would not be renting to us. Ok, I can understand that they need to be protected, but then why not say that at the outset? To make matters worse, instead of apologizing for our inconvenience of having to scramble to find another rental on short notice, the female clerk was actually quite rude and condescending. I was surprised be treated in that manner, when their lack of providing vital information at the time of reservation was at fault. Needless to say, we wont be back, and ultimately I probably owe them a thank you because we went to Enterprise on Corby and were greeted cheerfully and treated like they really wanted our business. I got a car (2017 Mustang convertible!) for less than I was prepared to pay at Freeman, AND they carry their own insurance. :-) So FYI to folks who have older vehicles and dont carry full coverage: Freeman Toyota Rental does not want your business.

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IZ

izooks

Freeman Toyota has consistently given not just good service but comprehensive service, including preventing me from having service (and related charges) that were not necessary. About 15 or 16 years ago I used Hanley Toyota for service and parts (three times) but the attitudes and service of the staff were gruff, snooty, and abrasive; I have never gone back. The only bad experience I had with Freeman Toyota was about also around that mentioned time frame, but I found that the staff doggedly kept at taking care of the issue until it was resolved - all the time extending me every courtesy and consideration that wasnt even due to me. This sent the right message to me, and they havent floundered in the years after. This attention to my old car brought us back to buy two additional new cars from them. My current recent service department experience was with Kyle Rochette, a new fellow for us, but hed been there for a good long while. Quite a personality - upbeat, not-in-your-face, personable, approachable, friendly, helpful, knowledgeable, and definitely looking out for our interests (and Im sure for Freemans too of course), but, hes right in there with the attitudes and customer considerations of all the prior service people at this place of business. (please pardon the pseudo name I use for Google - its just for anti spam purposes)

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