Rudy Luther Toyota

Reviews 3

ZH

Zhen Zhang

The customer service department doesn’t care about the customer at all. All they care is how to get more money from you. My father put the new battery in wrong direction, wrong terminal in positive and negative. Problems I noticed at that time: 1. check engine light was on, 2. The car was not accelerating( not response by pressing the gas). So the car was towed to there. They charge $200 for towing, $100 for replacing the fuses box, AND strongly recommended me to get a fuel injection cleanup with more than $100 ( which is totally irrelevant). After several days, I started noticing : 1. the light over my head was dead, 2. the digital clock was dead 3. Fan was not working (A/C was OK) That’s where I got my disappointing customer service experience started on Saturday 10/31/2015 8:30am :The service agent, John Delander, told me I need to pay for $139 just for the diagnose. This was the problem they didn’t fixed for me and I needed to pay for it twice? I said OK, as long as you can fix it. 11:02am: John called me but I missed. The voicemail said it will cost me around another $600 this time (replace another fuse box, a new electric board, a new lower motor?, diagnose fee included). 11:04am: I left him a voicemail say I need to think about since John cannot be reached 11:15am: I tried to call again and finally reached him. He sounded surprising that I need time to think about it. 11:16am: I discussed with my family and decided to go ahead to pay for the $600, and cannot reached him again. 11:17am: Tried to reach John, busy, I had to talked to one of the lady that “you guys can go ahead, do it”. The lady said she will tell John for me. 2:00pm: I missed John’s call. The voicemail said: “Hi, one of my colleague told me that you wanna do it NOW huh? But I got an email (probably voicemail to email automatically) said you don’t want us to do it, which one is it? I will not start doing it until I talk to you” 2:01pm: I tried to call again. He just didn’t pick up the call after he left me the voicemail one minute ago. 2:15pm: I had to drive to there because they closed on Saturday at 4pm. I don’t wanna my car got left there with ANY progress after 6 hours. There were two things really pissed me off: 1. The turnaround time was really slow. If I missed one call from them, even I tried to just dial right back to them, I have to wait for 2 hours for their next call (Not sure if it’s because I told him I need time to think about it) 2. Why they cannot fixed all the issue at the first place? I tried to file a complaint to the service manager, the man in grey hair. He kept telling me that the reason why I need to pay for another $139 for the second diagnose was because I didn’t tell them to check the fan, the light and the clock. He said “you just told us your check engine light was on”. NO, I told you what my father did to the battery, the check engine light was just phenomenon. I don’t know anything about the car, I don’t know which part need to be performed the examination, you guys were expecting me to tell you what to do???!!! The manager wanted me to not mad at them and pay for the diagnose fee (other than last time). If they can find out all the issue last time, I was willing to pay for the $500+600 for the mistake we made. However, instead of checking all the problem through and through, they need you to discover the problem yourself and cost me an entire Saturday and additional labor fee. As far as I can see, they are just looking for the quantity instead of the quality on the service.

JE

Jeannie Wood

Horrible communication, although that would imply there was communication. Situation: Me: The ignition coil needs to be replaced as this is the exact thing that happened the other two times I needed to have an ignition coil replaced and Im hoping to pick up the car around 3. Them: OK sounds good well test it out and call you with pricing, etc. 1pm I call because I had not heard anything from them and was set to pick up the car in 2 hours Them: The car is ready to be picked up; there werent any issues with the car Me: That isnt OK...there is clearly something wrong with the car and I am scared to drive it on the highway because its so bad (commence several minutes of this back and forth) Them: OK we will drive the car around and see if it happens 3:30 they finally figure out that there is [you will be shocked to hear] a bad ignition coil that needs to be replaced. I tell them not to put in the new one because it should be under warranty at the other place that installed it. I called the original place and they told me it didnt matter who swapped it out and would refund me for the part. So, 3:45 I call back and tell them to just go ahead and install the part. He said they were running out of time and wasnt sure if they could do it but would check and call me back. No further communication the rest of the day. So the next morning I call as soon as they open, now on day two of not having a car, and ask for an update: Them: your car is ready to be picked up, you declined service Me: OK how come I was never told I should pick up my car and how come it wasnt repaired and how come I know nothing about any of this? Them: let me check...oh wait it turns out we actually DID repair your car, it will be $300 Me: Seriously, so I shouldnt have called and I could have gotten a free repair? Them: I guess Me: Why didnt anybody tell me I could pick up my car last night? Them: I dont know Equally disappointing was speaking with the manager when I picked up my car. After explaining how underwhelming and irritating the experience was on top of having a second, needlessly wasted day without a car, his response was "Sorry; well do better". Seriously?! Totally unacceptable from a high priced full service dealer. On a side note, The Firestone in St Louis Park off Highway 7 is top notch and totally a class act. They told me they would refund me for the faulty part even though they didnt do the replacement themselves. I am now a customer for life and highly recommend them.

JE

Jeff True

Very poor car shopping experience, for several different reasons. I expected better after being a Luther (Hopkins and Westside) customer in recent years. My wife and I (and 3 year old son) went to Rudy Luther this past Saturday to look for a new Toyota 4Runner. Since we were traveling from Rochester we were told "we will beat the competitor price" by the man my wife was talking with, which is why we decided to drive up to the cities. After we arrived, we find out the black 4Runner we wanted is not available and on the lot yet, although it is advertised online. We also note that every photo of a 2016 4Runner SR5 Premiums online has step rail boards, but not one of the 2016s on the lot had this feature, so it wouldve been an added, accrued cost we were not anticipating, but need. We were patiently waiting for "final" numbers to come back, and after showing the offer we had from Dahl Toyota in Winona they took nearly 30 minutes to put together numbers not matching Dahl ($800 more expensive). After 3 hours of looking around, waiting, etc. we decided to leave. My wife steps outside to call Dahl and tell our guy at Dahl we will be purchasing from them, at this time I hear the sales manager and the guy we were working with (Bob) make a sarcastic comment (oh, the gloves are off, now she is trying to play us like Holyfield). I was within an earshot and easily heard this, completely unprofessional. My wife goes back to Bob to receive the keys to our 4Runner and at that time he comes back with a price $6 lower than Dahl in Winona. It was a slap in the face for many reasons, but for the past 30-45 minutes had that price been presented in the first place we wouldve left from there with a new vehicle. When my wife came to discuss things with me I simply said "no, Ill tell you why later, we are done with this place." She goes back in and is rudely given the keys back to our vehicle and we, gladly, left. What a waste of a Saturday. In the end, we are very happy to be purchasing a new 2016 4runner from Dahl in Winona. After this experience I will have a difficult time going back to a Luther dealership, despite very pleasant experiences at Luther Hopkins and Westside. Maybe it is just Rudy Luther, maybe just the sales manager and his unprofessional, rude remarks, or the salesman....Either way, take your business elsewhere. When you are spending any money, especially almost $40k, you should be treated better!