Customer ReviewsforMetro Toyota

DO NOT BUY FROM THIS DEALERSHIP! I cannot emphasize that strongly enough. (Make sure you read to the end for the full story.) We worked with Chris ******* the "salesman" (quotes not accidental), and he is a liability to that establishment. Honestly, I would not buy ice water from this man if I were on FIRE. The transaction started normally enough-we decided on the Corolla Hatchback we wanted, added up all the extra specs we wanted (mudguards, floor mats, etc), and put down a deposit of $1000. Because of the problems most dealerships are having getting cars, parts, etc, we were not at all surprised to find out that there would be a wait in order to have the car built. Because we wanted a particular color, we were told that it would be about 6-8 weeks. No problem! Worth it for a good, reliable investment. Once the check cleared, the order was (supposedly) placed, and that was the last we heard from Chris. A few weeks passed, and we e-mailed Chris to check-in. Not yet, but no problem! A few more weeks later, we checked in again. No car yet, of course, but we were told that it might be early September instead of August. Still no problem. The issue was communication. There was none. The only time we got communication with Chris was if WE contacted HIM. Imagine our surprise when, after, waiting until August 30th, we find out that, according to Chris, they "sent the wrong color," and that, "it was too late to correct the mistake". No other explanation--did they order the wrong color? Was it a mixup at the factory? Did they SEND the wrong one? We asked Chris what to do next, and he informed us that there wasn't a car like the one we ordered within 3,000 miles, that we would have to place the order again, and that it would be at least January before we got it. Frustrating, yes, because they had our $1,000 AND we would have to wait another four months. The reason we ordered in June was because we knew it would take some time, and we NEED a second car before September (when I went back to work). Now, we're looking at finding a way to get us to our two, separate jobs, 80 miles from each other, with only one car. Even more frustrating was the fact that Chris did not apologize. In fact, he used inappropriate language while talking to me ("I'm upset about all this sh#t," and "well, it's out f#ck up"). And did I mention that he KNEW about the problem for FOUR DAYS and never even contacted us? When was he planning on doing that? Even worse, it turns out that the car we PAID A DEPOSIT FOR hadn't even been ORDERED yet. Not acceptable, no apology. We tried to give him the chance to "make it right" by trying to find us a different car at a dealership nearby, and we were told, "well, we won't really look further away than 200 miles". Fine. I found a suitable replacement in 15 minutes that was 300 miles away, but every time I tried to talk to Chris about it, he would say, "let me look around/talk to my manager/etc to see what we can do," then he would disappear for HOURS. He finally called me back today because he was, in his words, "helping other customers". Long story short, he hung up on me. We are getting our deposit back and getting the car somewhere else. Not only have they lost this sale, they have lost our business forever...or at least until the get rid of Chris. It's really too bad because the woman who answered the phone was nice, professional, friendly, and helpful (I'm sorry that I don't remember her name), and the sales manager, Jeremy, offered the apology that was long in coming. He was helpful, professional, courteous, and friendly as well. I'm sorry that his dealership will suffer from this awful experience. If you make a mistake, apologize for it. If you can't get the product, be honest. Keep good communication with your customers. These are not hard concepts to grasp.

This was an honest mistake that was not handled well by our salesperson, Chris *****. In the fourteen years that Chris has been with Metro Toyota, we just about have never had an issue with him. One of two things may have occurred. Either Chris mistook a color code on the computer for the color that was ordered. Or he assumed that the sales manager was going to change the color to match the order. He was excited to see that there was one available sooner than the one ordered. His intentions were good. While the model and equipment matched the order, the color was wrong. Chris did not realize the error until the car had arrived at our dealership. Understandably, you were furious to hear that the vehicle you had ordered had not arrive as you had anticipated. While on the phone, Chris was going over the issue and at the same time, had a customer in the showroom waiting for his attention. From what we are told, Chris began to get short with you because you began raising your voice on the phone. Chris interrupted you, allegedly used foul language, and then hung up on you. This is not how we intend to take care of our customers. The owners and management team are in agreement with you. We spoke with Chris and he admitted to his wrongdoing. We then sent Chris home for four days to think about how he handled this. We are sorry for the way in which this was handled. Our aim is to make matters right. We have no intention of obligating you to a purchase or of retaining your deposit. We would like to deliver you the exact vehicle you desire. Unfortunately, with supplier issues and short inventories, it will take quite a while to fill your order. Please accept our apologies for not only our error but with the way in which Chris managed this. If you would like to discuss this further, please contact me directly. Ken S******** General Manager Metro Toyota