Related: | batteries plus tacoma |
Related: | byrider broad st. |
Category: | Toyota Dealer |
Address: | 9319 W Broad St, Henrico, VA 23294, USA |
Phone: | +1 804-729-8010 |
Site: | mcgeorgetoyota.com |
Rating: | 3.8 |
Working: | 9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–6PM 12–5PM |
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Johnathan Mosley
"Mr. Mosley, my name is Ira Krauss, and Im calling from McGeorge Toyota. I have a copy of your repair order from your vehicle and a little sticky note on it saying customer would like a call from Ira so, Im calling you to see what I can do to help out." This is the beginning part of a message that I received from the service managers boss after telling my story to the Assistant Service Manager Ronnie and the Service Manager Don. In spite of the helpful words, there was a tone of apathy, emphasized by the fact that none of the managers had bothered to tell Ira why I had called in the first place. I brought my vehicle in to this shop back in December of 2016 to service an issue I was having with certain doors (including driver side) of my Toyota failing to respond to the key fob intermittently. I had a warranty for which this would be a covered piece. McGeorge Toyota informed me there would be a $165 diagnostic fee and that if something had chewed the wires loose that could cause the warranty to not take effect. I agreed to the diagnostic fee hoping it was a failed part so that repairs would be covered under the warranty. After the diagnostic the repair shop told me all of the parts could be covered but that the driver side door was working fine. No repair was made to that door. Nine months later the issue persists, and my car is no longer under warranty. The door has ceased working. In speaking with Ronnie at McGeorge Toyota again I am told if the problem is intermittent they cant repair the part under warranty. I escalated the issue to the Service Manager Don and was given different information: if they can prove one failure the door may be repaired under warranty regardless of whether the issue is intermittent. I asked then how many times the door was tested to discover a problem I had expressed from the beginning to be intermittent. He stated it was tested multiple times. I asked if this was documented, and he said it was not. I then asked how I could know it was thoroughly tested and that the worker testing it didnt get lazy after a few attempts and just move on. I never received a satisfactory answer on the extent to which they check problems that are known to be intermittent or any manner of documenting the testing process. I ended up having to pay for the repair out of pocket with a small discount for my troubles- a result of my complaint.At the same time when I took my car back in I took advantage of an oil change/tire rotation plus fluids top off at a good deal. Later that same night I went to clean my windshield and discovered there was no wiper fluid in the tank. Don called me back the following day, and I asked if wiper fluid is part of what is checked and topped off for the deal I purchased, and he told me that it was. The point I am focusing on is if something as simple as topping off the wiper fluid is overlooked I have lost any trust or confidence in this shop, and it leads me to believe that the real issue I took my car in for the first place was not tested properly. I understand that mistakes can happen, but this is just another in a long line of disappointing service experiences at McGeorge Toyota. When you pay the dealers prices, you expect quality work. Resolution not exactly what I was looking for however, I dont have the time to continue the fight. I have read the review below. Most of the items I concur with. A couple items I do not. 1. Iras last name is spelled Crouse. I realize this has no bearing on the story, just simple facts. 2. Ira knew fully what your concern was and why you wanted to speak with him. If he stated in his message "Im calling you to see what I can do to help out", he meant just that. That statement does not portray a lack of understanding, rather a question of how he can help with the situation. Your credit invoice is ready at the cashier. You can stop by anytime. We will be happy to get that back to your card. Our cashier is open M-F 7:30am to 7:00pm and Saturday 8:00am to 5:00pm Don DeLesDernier Service Manager McGeorge Toyota & Scion
MI
Michael Mallinak
When my car broke down while returning from an East Coast beach vacation, I had my car towed to this dealership over 40 miles away. My Toyota Sienna sprung an oil leak that caused me to pull over at the nearest rest stop on I-64. This dealership was totally honest, and could have taken advantage of me, being from out of state and being a long way from home, but they didnt. Even though my car had passed the 60,000 miles warranty coverage period, the very part that failed on me (an oil cooler line) had already failed on many Toyota customers. So, unknown to me, Toyota made good on replacing and repairing it for free. This dealership was honest enough to pass this on to me… even though I was from out of state and just passing through their area. I am so happy I listen to my brothers advice, who has been a big fan of Toyota for good reasons, this corporations desire to protect its own reputation and keep its customers satisfied. Most people would never would think of towing their vehicle to a dealership while traveling away from home, just thinking that option will be more expensive than an independent shop. But to have something fixed right by an authorized dealer paid big dividends. Previously unknown to me, the needed repairs were covered by a "goodwill warranty" directly by the manufacturer. All it wouldve taken was one unethical person to hide this information about Toyotas "Goodwill warranty" on this part that failed. I would trust McGeorge Toyota with any future repairs for their honesty and integrity and dealing with me as a customer. In fact, I did make a parts purchase by way of a new battery, when a parts department service representative I was talking to, mention they have a battery sale. Even though the sale had ended a few days earlier, they extended the sale to me since it had been mentioned by mistake. I even made some phone calls to price check with my hometown Toyota dealer, to ensure I was actually getting a sale price. I saved about $50 on my new car battery. In addition, the repairs were completed two hours earlier than they originally estimated. Honesty, Integrity, Service! Those are the three words I think of when I think of McGeorge Toyota! Thank you to all those that McGeorge Toyota, who eased the pain of breaking down while traveling on vacation, and made us feel welcome and comfortable while we waited for our repairs to be completed. On behalf of my wife and two daughters who were traveling with me at the time, thank you very very much! Michael Mallinak Akron, Ohio
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Chris Garlock
Despite all the negative comments from others, I have had nothing but an amazing car buying experience at McGeorge. As my first Toyota, I recently bought a 2012 Toyota Tacoma TRD 4x4 from McGeorge Toyota and will likely become a customer there in the future. I had the most personalized, professional, and informative service of all the dealers I visited in my quest to purchase a new car. Other dealers were pushy, trying to bend numbers to make me think I was paying something lower than reality, and in some cases, downright rude. Not only was my salesman at McGeorge friendly, they offered me the best price available (and I did my due diligence in checking all dealers and comparable models) and had me in and out quickly with a new car. They had knowledge of all the different options and were patient with my laundry list of questions and requests to try out different models. They did not try to push me when I indicated I was going to continue my search for cars at other dealers just to see what was out there and sure enough, after doing so, I was right back there to get the "most car" for my money with McGeorge. They explained all the paperwork in a clear and efficient manor, offered me a fair value on my trade-in, and made sure I had everything I needed. I have received calls making sure I was happy with my purchase and they even offered me great service in getting running boards installed quickly after adding them on last minute to the sale. I am excited about the service plans they offered me and am sure to bring my truck there for years to come. I dealt with people I felt were genuine and really cared about making my car buying experience the best possible. If you go, I had an incredible experience with my salesman Josh Armentrout and the manager Ed Adams - be sure to ask for them. They really made me feel appreciated and got me the exact truck that I wanted. Not only was I impressed, but my family was too and I will be sure to be back at McGeorge Toyota in the future.