Toyota GR86, 86, FR-S and Subaru BRZ Forum & Owners Community - FT86CLUB - View Single Post - Ardmore Toyota and a bad taste in my mouth.

kndonlee · 07-02-2012, 04:22 PM

I wrote this letter to Toyota of America. Love the FRS, hate the dealer.

Toyota of America,

As a recent purchaser of the 2013 Scion FR-S, I would expect nothing but devotion to selling your flagship passion car. I am amazed that a dealership has been allowed to ride on the coat-tails of Toyota's credibility and offer disgustingly luke-warm service. My frustrations are with Ardmore Toyota's ability to complete a very simple task.

6/7 - My wife and I are test driving Audis next door and see the FR-S on display. We come to the dealer asking for a test drive and make it known we are serious about purchasing. Carl provides a deep condescending sigh. We were in good spirits, but the treatment of, "here's yet another test driver that won't buy" is a slap in the face.

We love the car and decide to purchase the FR-S, however, the car does not have the factory radio installed. This is not a worry because we will be installing an aftermarket unit.

6/9 - We coordinate with the dealership to complete additional paperwork and radio pickup the following Monday/Tuesday.

6/12 - I drive 1hr each way in Philadelphia traffic to sign additional paperwork and pickup the radio. Unfortunately the radio is unavailable because parts is closed. Carl in sales told me he would have the radio set aside. I am still very forgiving at this point. Tim in finance suggests that they can drop off the radio for me on Wed/Thurs (13/14) at my job OR ship it to my home address. I let him know that either is fine and that shipping is preferred.

6/16 - I receive a phone call from parts that my radio is in with my name and is ready for installation. I spend the next 15 minutes explaining that the radio should have been shipped OR dropped off to me per Tim. The parts gentleman is unaware of a Tim and offers to call me back after investigation.

6/16 - I get a follow up call that they will ship the radio to my home and that they need to take care of the logistics of shipping it.

7/2 - I call to inquire about the radio. As the dealer has failed to get me my radio, I am ready to drive 2+ hours to pick up my radio and not deal with the shipping hassle.
7/2 - I receive a followup call from Josh in parts that my radio addressed to "DONALD LEE" has been GIVEN to another FR-S customer last Saturday. It was a "call" made by Josh as the Radio had been at the dealership since 6/8. Now I must wait another day to pickup my radio. Josh offers to ship me the radio, but at this point, I am unwilling to trust this dealerships ability to follow through on their uncoordinated service.

The principle of the matter is:
- I should have had prompt phone calls on the status of geting my radio to me. I only received call backs upon my inquiries. Unacceptable follow up.
- The dealer OFFERS to ship me my radio and FAILS to follow through. This is unacceptable.
- The dealer sells the radio appropriated to me and MISAPPROPRIATES it to another owner. This is unacceptable.

During ownership of my Honda S2000, Audi A3, and now the FR-S, I have never been so frustrated by such a simple task.

The dealership staff was uninspired in their knowledge of automobiles, and leaves me unwilling to revisit another Toyota dealership ever. Not to mention that it took a TREMENDOUS amount of coaxing my wife to visit Toyota in lieu of Audi, Honda/Acura, Mazda and others.

My wife has made it clear to me that her next car will be an Audi and NOT from the Toyota/Lexus family.

I can not help but agree with her sentiment. I should be picking my radio up tomorrow 7/3 as it was ordered today, but the water has already been spilled. Experience is in the details. Shipping a radio is a very small detail. It is an Inconsequential detail. The failure of an inconsequential detail conveys that i do not matter. This too is unacceptable from a company that promotes excellence.

I am deeply disappointed in Toyota's excellence by virtue of Ardmore Toyota.

Respectfully,
Donald Lee
2013 Scion FR-S Owner.

07-02-2012, 04:22 PM	#1
kndonlee Senior Member Join Date: Jun 2012 Drives: FR-S Location: asdf Posts: 156 Thanks: 4 Thanked 24 Times in 19 Posts Mentioned: 1 Post(s) Tagged: 0 Thread(s)	Ardmore Toyota and a bad taste in my mouth. I wrote this letter to Toyota of America. Love the FRS, hate the dealer. Toyota of America, As a recent purchaser of the 2013 Scion FR-S, I would expect nothing but devotion to selling your flagship passion car. I am amazed that a dealership has been allowed to ride on the coat-tails of Toyota's credibility and offer disgustingly luke-warm service. My frustrations are with Ardmore Toyota's ability to complete a very simple task. 6/7 - My wife and I are test driving Audis next door and see the FR-S on display. We come to the dealer asking for a test drive and make it known we are serious about purchasing. Carl provides a deep condescending sigh. We were in good spirits, but the treatment of, "here's yet another test driver that won't buy" is a slap in the face. We love the car and decide to purchase the FR-S, however, the car does not have the factory radio installed. This is not a worry because we will be installing an aftermarket unit. 6/9 - We coordinate with the dealership to complete additional paperwork and radio pickup the following Monday/Tuesday. 6/12 - I drive 1hr each way in Philadelphia traffic to sign additional paperwork and pickup the radio. Unfortunately the radio is unavailable because parts is closed. Carl in sales told me he would have the radio set aside. I am still very forgiving at this point. Tim in finance suggests that they can drop off the radio for me on Wed/Thurs (13/14) at my job OR ship it to my home address. I let him know that either is fine and that shipping is preferred. 6/16 - I receive a phone call from parts that my radio is in with my name and is ready for installation. I spend the next 15 minutes explaining that the radio should have been shipped OR dropped off to me per Tim. The parts gentleman is unaware of a Tim and offers to call me back after investigation. 6/16 - I get a follow up call that they will ship the radio to my home and that they need to take care of the logistics of shipping it. 7/2 - I call to inquire about the radio. As the dealer has failed to get me my radio, I am ready to drive 2+ hours to pick up my radio and not deal with the shipping hassle. 7/2 - I receive a followup call from Josh in parts that my radio addressed to "DONALD LEE" has been GIVEN to another FR-S customer last Saturday. It was a "call" made by Josh as the Radio had been at the dealership since 6/8. Now I must wait another day to pickup my radio. Josh offers to ship me the radio, but at this point, I am unwilling to trust this dealerships ability to follow through on their uncoordinated service. The principle of the matter is: - I should have had prompt phone calls on the status of geting my radio to me. I only received call backs upon my inquiries. Unacceptable follow up. - The dealer OFFERS to ship me my radio and FAILS to follow through. This is unacceptable. - The dealer sells the radio appropriated to me and MISAPPROPRIATES it to another owner. This is unacceptable. During ownership of my Honda S2000, Audi A3, and now the FR-S, I have never been so frustrated by such a simple task. The dealership staff was uninspired in their knowledge of automobiles, and leaves me unwilling to revisit another Toyota dealership ever. Not to mention that it took a TREMENDOUS amount of coaxing my wife to visit Toyota in lieu of Audi, Honda/Acura, Mazda and others. My wife has made it clear to me that her next car will be an Audi and NOT from the Toyota/Lexus family. I can not help but agree with her sentiment. I should be picking my radio up tomorrow 7/3 as it was ordered today, but the water has already been spilled. Experience is in the details. Shipping a radio is a very small detail. It is an Inconsequential detail. The failure of an inconsequential detail conveys that i do not matter. This too is unacceptable from a company that promotes excellence. I am deeply disappointed in Toyota's excellence by virtue of Ardmore Toyota. Respectfully, Donald Lee 2013 Scion FR-S Owner.