Customer ReviewsforMolle Toyota, Inc.

I brought my car in for services on Saturday, May 18. I had a pair of Oakley sunglasses in the car when I arrived. I left without glasses and noticed minutes after I left. I called and let the service know of the missing glasses. I was promised a call back. After about 45 minutes, I returned back to the dealership. Jason, the person who worked on my car immediately stated that none of the techs would do that. I was communicating with someone on a chat throughout the day and left it as someone will get back with me on Monday morning after watching the videos. No one did. I called mid-afternoon and was told that no one there would have done it and that he watched all the videos. I’m out $110 and the dealership isn’t accepting any accountability. Their response was poor and the accountability worse.

Upon watching video footage, we found no evidence of missing glasses, therefore no accountability needed to take place. We have many cameras in and around our facility, so this does take some time to switch in between all the cameras to verify. We are very sorry for the loss of sunglasses, but there is no support from any video footage that suggests these glasses were taken out of this vehicle. Our response was very timely (as mentioned above, chat was happening throughout the day on Saturday). Unfortunately, we were closed when some of the chat was still going on. 

The question here is about seeing where my glasses were placed. My glasses were in the center console behind the shifter. In viewing the footage, you can clearly see my glasses are in place when I brought the car into the shop, correct? My contention during my brief conversation last Monday is that the area where my glasses were could have been easily hidden by a paper or folder while someone took the glasses. The removal would have been hard to catch. However, if they can provide me just one, clear picture from the system as I was leaving the car that DOESN'T have the glasses, I'll drop this. Based on comments made, Molle has concluded that their staff wouldn't have taken the glasses, therefore the missing glasses are because I never had them there. This is regardless of my description of the glasses and seeing them in their regular spot when I went to get coffee minutes before getting to the shop. So either their camera system doesn't have adequate internal coverage (thus allowing one of their staff to take my glasses), or, they have an adequate camera system and they can show that the glasses aren't where I say they were when I got out of the car (but they were). Can they show me the area where I had my glasses on their camera system?

On April 27th, I reached out to Molle Toyota regarding their inventory of Tacomas, particularly interested in the Limited model. Although they only had the upgraded SR5 available, we decided to proceed with a test drive due to the scarcity of Tacomas in the KC Metro area. We communicated clearly to our salesman, Brandon, that our intention was only to test drive, as we were not planning to purchase until the fall. We wanted to ensure the vehicle fit our needs before committing. Brandon was accommodating and scheduled us for a test drive on May 3rd. Upon arrival, he suggested comparing the Tacoma with the Tundra, citing better incentives for the latter. After test driving both, we went inside to discuss rough payment estimates, stressing again that we were not ready to make a purchase. Despite this, the conversation shifted towards finalizing a sale, with Brandon consulting their finance manager to present us with payment and leasing options. Throughout the process, Brandon was professional and respectful, never pressuring us to make a decision. However, the experience took an uncomfortable turn when I overheard the finance manager, Thao, make a disrespectful comment about our decision not to purchase immediately. His words, "What the ****'s she doing here then?" were clearly audible and completely inappropriate, reflecting a lack of professionalism and respect for customer boundaries. This incident soured our overall experience. Although Brandon did a great job as a salesman, Thao’s behavior was unacceptable. It was disheartening to encounter such an attitude when all we expected was to gather information for a future purchase. Ultimately, we left the dealership feeling disappointed and disrespected. The unprofessional remarks, led us to decide against returning to Molle Toyota for any future business. We hope that feedback like ours will encourage better customer service practices and more respectful communication in the future.

Good afternoon. I read your review about the experience you had with us. First off, my apologies to you and your husband. I would like to thank you for taking the time to provide such an in-depth account of your experience. This allowed us to go back and get a better understanding of the situation. You’re right – Brandon, the sales person, is new to our organization as well as Thao, the sales manager. From your account, Brandon was seeking guidance and direction and unfortunately, it appears the two of them did not communicate very effectively between them. I’m really sorry this happened. As a result of your feedback, we’ve been able to provide very targeted follow up regarding the need for more effective communication between the two of them going forward. While this feedback/your experience is not typical, I can assure you we take it seriously. As the top volume Toyota dealer in the greater Kansas City area for 27 consecutive years, we take our reputation seriously and strive to ensure the best customer experience. We also addressed the need to be more aware and sensitive to our customers and the comments made in our showroom, knowing that voices carry. Making cavalier or insensitive comments with regard to a customer’s purchasing timeline has no place in our organization. Conversations with our customers involve private transactions and need to be treated with professionalism and respect. I sincerely apologize for this. I can fully understand your desire to check out and test drive the new Tacoma along with the Tundra ahead of time to see what felt better and made more sense to you, prior to making any purchasing decision or deposit. We really appreciate that you did this at Molle Toyota. We would love to see you through this decision. However, we respect what you said in your feedback and what’s most important to us is to steer you toward one of the Toyota selections. We know you’ll be very pleased with your choice. Once again, I apologize that your experience with Molle Toyota was not optimal for you and your husband. Please don’t hesitate to contact me if you would like to discuss further or if there are questions I can answer for you on any Toyota vehicles. Sam S***** General Sales Manager Molle Toyota

i bought a new 2023 tundra from 103rd st. store went in for oil change one of the service so call advisor talked down to me so i walked out. 2nd bad experience with the service dept. the salesman waited until i signed all the papers to then tell me i get only one key fob and wont get the other one for months to come. had he told me up front i would have never bought the truck and i believe he new that. so i now take my truck to adam's toyota there much more respectful and don't talk down to you. it's been over 3 month's and i haven't been contacted on getting the second key fob. i now have a ford on order Good by toyota AND MOLLIE EMPLOYEE'S