Haley Toyota of Roanoke

Reviews 3

CH

Chelsea Smith

My husband is deployed and will finally be coming home in just a couple weeks. I was involved in a fender-bender on Jan. 31st and dropped my vehicle off at Haley Toyota that evening. On Feb. 1st, I received my estimate from the Body Shop, which clearly stated that it would take 7 days to repair once the parts were in, and they arrived Feb. 6th. That day I had called to see if my car would be done that week and was told that it "should" be. I expected it to be completed in accordance to the estimate, which means it would have been done on Feb. 13th. That day comes, I call again, and I spoke with Keenan who truly seemed to be trying his best to get my vehicle finished. When we found out it wouldnt be done, I wanted to speak to the Body Shop Manager, Martha. She was very rude and said it "should" be done on the 21st. When I asked for a guaranteed time instead of everyone saying it "should" she said "No, I cannot give you a guaranteed date." I was still kind to everyone there because of our history with them. We thought being nice would get us further, but we were obviously wrong. Feb. 20th is here, and I call again to see if itll be ready tomorrow. Im told that it just finished getting painted and still wouldnt be done. The only things left to do were to assemble the front end, have a Tech test drive it, and send it back to Detail. Im extremely upset at this point, I bite my tongue, and I get off the phone to ask my husband who is 6k miles away if he could try to contact someone that can get this situation taken care of. As awarded former employees, loyal customers, and as a military couple, we expected A LOT more. My husband contacts Hoyt Parris, who is the Fixed Operations Director and explains to him whats going on and where we stand with it all. Hoyt tells him with an out-right attitude that he had friends that took priority over us, and that the GM, Chuck Baker had a family member with car issues that needed to get ahead of us and the other customers waiting. He also said that my vehicle "should" be done tomorrow. My husband was still polite to Hoyt, and got off of the phone to tell me what happened. Was my vehicle done the next day? Of course not. That was the moment that we decided to complain with the BBB after I got my car. I was FINALLY able to pick-up on Feb. 23rd and $4,664.02 later. Almost an entire month for a quick front end repair?! A manager even tried saying that our car insurance didnt approve them to begin repairs until Feb. 12th because of a supplement issue, which if that were true means it should have been completed on Feb. 20th. So I contact our insurance, and was told that its been approved for repair since Feb 6th, meaning it should have been completely finished on Feb. 13th or 14th. We feel like we were not a priority, and its truly no ones fault but Hoyt Parris, who intentionally put friends and family members vehicles ahead of ours. We feel disrespected, and were even more irritated that after all the hassle we went through and time we wasted, we didnt even get a courtesy discount. We were still loyal paying customers that were not treated as such! We do NOT plan to return to this dealership for any reason in the future. The only upside to this experience was the complimentary detail I received since my vehicle was repaired there. However, the detail was anything but that. It was so bad that I ended up taking the additional money, time, and energy I had left to hand clean it myself. Thats unacceptable! Were specifically interested in getting a PORTION of our $4,664.02 balance that we had paid in full to be refunded. Were requesting this for our troubles, for the attitudes and disrespect we caught, for the inaccurate time frames provided, and for how long it was in the shop. As loyal, kind, patient, paying customers and especially as a military couple, we have made our final decision until someone bothers to make this awful experience right.

DA

david parr

Purchased a used convertible last week. Fantastic sales experience. Fair price, nice car, fast response, completed 95% of purchase over email/text/internet. All good. And yes, I realize it is USED. Scratches, dents, worn tires, etc... are all expected. What I wasnt prepared for was missing and broken items on the car. The biggest issue is the radio. While it functions, the touch screen has a dead spot where the touch sensor does not work. After taking it to my local VW service department for replacement under warranty (which runs out tomorrow, 5/10/16), they concluded that the problem was due to mis-use, not a defect. (there is a perfect circle scratched into the screen, as if someone tried to attach a GPS bracket or cell phone bracket to the screen. It is not visible unless you look at in the right light at a certain angle). And although I thought I had a warranty with Haley on this unit, I was told by someone at Haley "those warranties arent really worth anything" and this would not be covered ("If the manufacturer wont cover it, neither will we" I was told by the employee). The other two missing items are not a huge deal, but its the flip-flop of the story from their employee that causes my heartburn. The car I bought is a convertible. Convertibles come with a "boot" to cover the folded top for travel. I was first told that the boot WAS with the car when it was traded in to Haley. And I was told it would be located and would be available for me to pick up later. But when I inquired if it had been found, I was THEN told by the same employee that, after checking with the detail guy, the boot was never with the car. Did I get a We Owe? No, and thats on me. But still....thats what I was told. Also missing is the wind blocker, which should be stored in the upper lining of the trunk. No where to be found. Again, I was told that the part was with the car when it was traded in, but the detail guy has no idea where it is. Other than these 3 issues, my purchase experience was flawless. Fast, efficient communication. Fair price. In and out of the dealership in less than 45 minutes (cash purchase, no delays). But these are 3 issues that taint the transaction. And before you reply with "please contact our sales manager, Chuck", I already have. Twice. As of now, no reply.

A

A Private User

My husband and I were interested in checking out a couple of used cars on the lot and our salesman, Jeff, appeared very nice and personable (typical polite salesman I suppose). We took two cars for a test drive, and decided we were interested in a Carolla. We told the salesman we had only been thinking about buying a car for the past week or so and this was our first time out actually looking, so we would need some time to think it over. After some haggling and some debates about the value of our trade-in (typical high-pressure sales type stuff) Jeff asks me "What would I need to do to get you to buy this today?" and I responded "Nothing at all, were NOT buying today. We need to check out a few things first, but we ARE interested. We just want to sleep on it thats all." I asked him for a copy of the basic stats of the car and the VIN number so that we could get reports on it and line up financing, but he neglected it several times and later outright refused. He did end up offering us a great deal on our trade-in, but we were simply not willing to make a decision that day no matter what. At this point, Jeff raised his voice at us and thats when I stood up and decided it was time to leave. Then, he started yelling at the top of his lungs saying "This is the best deal of your life, this is ridiculous! What are you, an IDIOT?!" I mean, I had NEVER been yelled at like this before! I was halfway out the door as he was still berating my husband for not wanting to buy the FIRST car we looked at. He yelled a bit more before I finally said "Were LEAVING." and we walked out the door. Several people were watching him yell at us and didnt seem to mind, so maybe this is common practice? (Seriously, who at that point changes their mind anyway? "Oh this guy is yelling, now I KNOW I can trust him!" What is that??) This man was CLEARLY not concerned about us being happy or feeling good about our purchase. He just wanted to put us on the spot and we were NOT going to be pushed around. The funny thing is, we really do want to buy the car, but Im not sure I want to deal with that place again! The only way Id go back is if I got a different guy, but then again they might all be the same. Im definitely soured by the whole experience though, thats for sure.