|Address:||10415 Parkside Dr, Knoxville, TN 37922, USA|
|Working:||9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 1–6PM|
I went to go look at a Toyota Sienna with my wife that we had found online with a price listed around $25,700. The sales associate informed us that the vehicle had only recently been brought into the inventory, and had not been put through service, and as such was not cleaned. He also informed us that inorder to test drive it, it would need to be checked out first. This was suppose to take 45 mins or so. We waited about 1.5 hours and finally test drove it. Both my wife and I thought the van drove well and we were ready to start the sales process. Now up to this point the experience was your typical car buying experience, and that is the only reason that this rating was not a 1 start. The sales associate had been polite and I understood that delays could happen while the car was getting checked out. However, the initial offer presented for the van by the dealer included charges for cleaning the van, touching up the scratches and dings on the body, and repairing an aftermarket DVD screen. This totaled about $3,000 and was in addition to the typical tax, tag, title, and processing fees, adding between $5,000 and$6000 to the advertised price. I understood the tax, tag, and title fees. Even the processing fee is to be expected on a normal deal; however charging a customer a fee to get the car cleaned up was lost on me, especially when it was already listed with a price online. When I asked the sales associate about this cleaning and repair charge I was told, "well someone has to pay for it.". I asked the sales associate why was it listed online for the $25,700 price point if they were going to charge people for the cleaning. His response was that price was a special price before they cleaned the car and got it ready for the lot (Even though there was no mention of that in the small print online, and was also not mentioned by the associate before this point). Now, perhaps I am a bit naive to used car sales techniques ( I have only bought 4 used cars at this point) but I have never been shown a car listed for sale by a dealer and then charged an additional fee for cleaning it. My wife at this point was furious and requested to get our keys back for our Highlander, which they held under the guise of appraising our vehicle for trade in. Of course then the sales manager came out and graciously decided to waive the cleaning and repair fees for us, however he was unable to waive the DVD repair stating it would cost too much to the dealership to repair it. He called this a good deal because they had already thrown in four new tires and a new battery (of course the battery was thrown in because the vehicle would not start when they were talking it over to the service center to get checked out. What a nice guy!) All said and done we spent about 3 hours at the store before deciding to walk out without making a deal. I am not saying that this is the norm for this company, however, I would caution anyone who is looking to do business with them. If they are willing to start off negotiations with a bogus charge, I can only imagine what else they would try to slide into a contract.
Toyota of Knoxville Collision Center does terrible work! After having our van at their body shop since May 8th, we keep finding things that are poorly fixed and they state all is complete. We feel its important that consumers should observe what we go through it as things progress. We were T-boned and recommended we get repairs done at Toyota against USAAs recommendation. Our car was purchased in July of 2016, thus its still new. Only 8706 miles when we turned it in. - 1.5 months no word. Called and Brittany stated it was going into paint in 2 days. - 3 days later, never received a call, it needed another week. - I called and left message with front desk for Brittany (never called back) - a week later, never heard anything so wife called and left message with front desk again for Brittany. - the following week, wife called/informed front desk were not getting any return calls from Brittany, and asked for manager. Keith got on phone and stated car was going into paint (unbelievable), then after van was going into paint in a few days. (Unbelievable) - Wife called a few days later and Brittany stated the car was almost done and parts would be out of paint on a Friday. Either way, she promised to call to let us know. (never called). - We got a call the following week from Brittany stating it was ready. I looked at the car and bound head liner exposed in 3 different spots, left sliding door didnt open consistently, and William (manager who walked around waiting to see if I had any questions) noticed the pin stripe was missing. Went home and waited. - Got a call from Brittany stating it was ready, showed up, Brittany stated all was complete, let enterprise take their car back. - Nothing was completed out of all the listed concerns above. Had to wait for new Enterprise car to come back and pick me up. - Got a call from Brittany stating it was ready, showed up, wasnt ready. Door still not opening consistently. After 2.5 hours had to go so I just took the van home knowing i could bring it back if couldnt deal with it. Items Noticed at home: - Unscrewed mud flaps on side of impact. - Missing mud flap on opposite side of impact - Sliding door interior panel had 1/2 inch gap - Sliding door, when looking from top to bottom, had gap that was wide and got skinnier. Opposite side was perfectly aligned. - Striker Plate was damaged (not replaced) and Latch (was used). There was a ton of greasy dirt inside on/around the latch. Other side was perfectly clean, thus internal parts were old/used. Probably reason door handle not opening consistently. - Brittany stated she ordered a new door. Technician later told me he got from Salvage yard. - Scratch marks on rubber trip around moon roof where they had to tuck in ceiling material. - Fingerprints from dirty hands on new liner/top and side, visor, and left seat. - Over-spray on front windshield was not cleaned off. Im just waiting to see what will happen next. I will update this posting as my experience changes.
A Private User
In February 2009, my boyfriend, Michael, purchased a 2007 Subaru WRX from Toyota of Knoxville. The car was about 25,000 miles used and had a few aftermarket modifications. A big selling point of the car was the Toyota Lifetime Warranty they offered with it, and the sales people (Nina & Ricky), along with the Used Car Sales Manager assured us the car would be covered, regardless of its modified state. So we bought the car and they issued the warranty… A few months have passed and now the car’s transmission is blown. We called the warranty company to make good on our deal with Toyota, and the warranty company informed me that the warranty is actually void and Toyota never should have given it to us. I called Toyota and (after a few days of unreturned phone calls) they now are saying that they told us the car wouldn’t be covered under the warranty when we bought it. (Even though I know they promised us the car would be covered…after all, that’s why we bought it!) All 4 people that were with us when we purchased the car heard them say it would be covered. In addition, we saw them write this information down for us the day we purchased the car, but I think they kept that piece of paper without us knowing. My question is: Why do I have a piece of paper that says “Toyota Lifetime Warranty” with Michael’s VIN # if they told us the car wasn’t covered at all? If we don’t have a warranty, then why did Toyota give us the warranty paper? According to the warranty company, the car is not covered under warranty at all…which means Toyota just gave us a meaningless paper with false promises (seems a little deceitful to me). In short: Toyota of Knoxville lied to us to sell a car…and now we’re out $5,000 because we are going to have to buy this transmission ourselves. And this isn’t the only problem we’ve had with this dealership! A few months prior, the service department broke a clip on the Subaru’s front bumper. Instead of replacing the bumper, they GLUED it back on without telling us! When our real mechanic took it off a few weeks later to work on it, he was appalled. He literally had to rip the bumper off to remove the glue (and we later bought a new bumper)! And that’s not the half of it! Michael’s mother and grandmother also drive Toyota’s purchased from Toyota of Knoxville…and both refuse to go back due to the terrible service department which has overcharged Michael’s mom for service she didn’t even need and because of the sales team that’s lied to his grandmother to squeeze a few hundred extra dollars out of her! This is a family who has purchased three cars from this dealership (we’ll estimate $50,000 spent), and this is how Toyota treats them?! In an economy where car dealerships are hurting, you’d think Toyota would take care of the few people who actually purchase cars! But Toyota of Knoxville would rather make a quick buck than have customers who actually want to return. If youre looking for a Toyota in Knoxville, I encourage you to visit a different dealership!