Rountree Moore Toyota

Reviews 3

CH

Chris Dillon

I am probably somewhere between 2 and 3 stars, since bigger chain dealerships like Roundtree are not necessarily known for their customer service or business practices. Similar to a lot of the recent reviews about Roundtree Toyota, they provide great service, up until the point of you signing - then they are quick to forget about you and any promises. Leading up to the purchase, I scheduled a time with their salesperson Michael Diminguez. He was personable and professional - had the car waiting when I arrived and did a great job answering questions during the test drive. Following the test drive, we discussed numbers - I discussed at length with both Michael and the sales manager (Kyle) the problem with the A/C not working and how it pulled to the right. They assured me they would fix both issues at no cost. I asked when I needed to bring the car in for these fixes. They told me bring it in anytime since the repairs were real easy for them to do. Eventually we came to a number we agreed on and I signed. From there, things went sour. I have purchased plenty of cars - four in the past 6 years alone - and typically, you meet the finance person shortly after, go through the warranty pitches, and then finalize. Sometimes I waited ten minutes, sometimes I waited 30 minutes. I waited for over three hours at Roundtree Toyota to meet Terrence (I think). Granted, he spent the first 30 working on papers with another couple, the next 2.5+ hours he spent walking around the dealership and talking with coworkers. After arriving some time before 2pm, I left their lot after 7:15pm. But I was excited about my new car and wasnt going to let the issue with Terrence spoil what had otherwise been a positive experience. As I drove home, I noticed the brakes were not very touchy. I texted Michael and asked if I could have those looked at when I come in for A/C, alignment, etc. He said "sure no problem, bring it in anytime and we will get it taken care of" *NOTE: I will upload a screenshot of this conversation* Two weekends pass and I feel like I have driven the car enough to know if there were any other issues. I contact Michael and ask if they had any availability in the coming weekend to have it checked out. He replied they would only do the A/C portion for free but nothing else because it was almost a month. I asked on multiple occasions the timeliness of these issues and neither him nor Kyle gave me a time window. Michael passes my email response off to Kyle who did the final negotiating with me. He is the sales manager,....the one that looked me in the face and told me they would fix both issues at no cost to me. Kyle responds to my email - claiming to only remember the AC issue (conveniently, will cost them nothing to perform and cost me more in gas to Lake City than its worth). It was kind of mind blowing. I took the time out to schedule the maintenance, and write numerous emails to their dealership - and now they have zero reservations about bumbling my customer experience just so they can save themselves less than a $100 bucks on a realignment ($100 at-cost is being generous) and 10 minutes looking at the brakes (just wanted a second opinion-no repairs). Kyle even went on to say, "It is hard for us as a car deralership to adhere to every customer that have issues with used cars. After all they are used vehciles." -as if I were claiming these issues weeks after purchase. I wrote back to Kyle, explaining everything mentioned in this review. He never responded. Roundtree Toyota is certainly not the worst car dealership out there - not by a long shot - but they are definitely not the friendly/family style dealership I had heard about. Once you sign for the car, expect a 180 in service and care. I am not saying dont ever go there either - just remember - if you are negotiating a price for a vehicle, tell them you are taking it to a shop you prefer and have them take the repairs off the price. DO NOT let them tell you they are going to fix it - their word means little.

MO

Morgan Seiler

I am eager to share my story about my experience with this dealership. I am a graduate student and travel to this area two days a week for an internship, providing mental health counseling to youth in the area schools. Traveling back and forth 40 miles or so 2 days a week was really doing a number on my 2001 SUV. Needless to say I was in the market for something with better gas mileage, and newer. I had done a lot of searching at the Gainesville area lots and had a mixed bag of experiences; some really warm and some that I barely felt welcome at. This being my first big purchase in life I was overwhelmed by all of my options, until I saw the gas mileage for a small sedan. I was now in the market for the smallest Lexus or Volvo, and being a grad student meant finding a used car made the most sense financially. The Volvo I was searching for was very difficult to find since its last production year was 2011, and I was surprised to find a 2011 in impeccable condition in a spot that I go back and forth too--the next closest was in Orlando. I decided to swing by after finishing up a full day in the elementary schools. Upon driving onto the lot I encountered Jim Hawks, and soon found out it was his first day on the job. As I mentioned this was my first car buying experience so we connected over "firsts", as well as the fact that neither of us knew the streets very well--he was also new to the area. Despite it being his first day, Jim epitomized southern hospitality, and had he not disclosed that he had recently moved from the north I would think he had lived his whole life in this warm and friendly southern community. From the test drive(s) on the lot to signing the papers Jim made my first car purchase a truly memorable experience. Rountree Moore has an uncanny way of making their very large indoor showroom feel warm and intimate. I am writing this as I sit to wait for my car to be serviced by their department for my first FREE oil change. I think it is above and beyond they do this for their used car customers as well. Even this service appointment stands out as positive: I arrived with no appointment, and they said it would take less than an hour. I talk with a woman who works in the service department explaining I had my computer, and she took me over to a space away from the waiting area so that I may have a desk and an electrical outlet to plug in my laptop. AMAZING! Thank you, Rountree Moore Toyota for everything!

AG

APrivate User

I called to inquire about a vehicle and was told to come see it. At the time of my call, I was on my way back from Georgia and told them I would try to make it in before closing time. Luckily, I made it to the dealership about 30 minutes prior to closing. When I walked in, the manager was visibly irritated that we had shown up at 4:30 PM on a Sunday. He yelled out from behind his computer at the desk at the front of the store, peeking over his glasses, for one of the sales people to come help us. Once the salesperson made it to us, who was very nice, we explained that we were there to look at a black Toyota Avalon and were planning on purchasing a car the next day. The gentleman helping us didnt know what car we were talking about as it was not on the lot. We assured him that we called and were told that the car was, in fact, on that lot. We all walked out to the lot and found the car on the right side of the building, parked in the lot just shy of their fence. The salesman had to hunt down another salesman for the keys, because the keeper of the keys had been using the Avalon to commute to work from Jacksonville. To say the car was trashed is an understatement. The outside of the car was filthy, the inside was full of garbage including fast food bags, fast food cups, audio book cds were strewn about, and dirt filled the floor. Upon seeing the car in such disarray, we left highly disappointed in our experience. Not only was the manager on duty visibly annoyed, but the car that we had called AHEAD about, had to be hunted and was nasty. It would have taken all of five minutes to clear the garbage from the car. I didnt mind the dirt because that is to be expected of a vehicle that is actively being driven although we did give plenty of notice that we were on our way leaving ample time for the car to be quickly vacuumed. I purchased a similar car the next day from Arlington Toyota and had a great experience there. Prior to that purchase, my previous three vehicles had been purchased from Rountree Toyota. They lost a customer Sunday.