Complaint Review: ANTWERPEN TOYOTA

I called on Tuesday to make an appointment for my car to be serviced as well as to find out the sound that was coming from a wheel well. I wanted to get in before the memorial day crowd so I asked for Thursday morning 5/24/2007. I dropped the car off at 7:30 am 20 5/24/2007. The service righter assured me it would be ok and fixed. He called me at 11 am and told me the sound was simply the under liner ( he said) that was not needed it came loose and they would pull it off. He said not worth spending $300 on replacing it. Said they did replace the timing belt. Also that there was damage to the steering fluid hose and parts looked like from a previous accident. It was hit last fall. they should have found it. He would not write that up for me to address the insurance company.

OK, so I bite the bullet. Then Steve said that there was another part needed for the steering and that he would order it. Steve told me he missed the deadline of 11 am. He said "it's now 11:04 and I can not place the order". Told me to come get it and then bring it back in the morning that the part would be there before 7 am. The bill for Thursday would be abut $570 then pay another $100 for installation of the part on Friday. I got the car and on the way back to my office the noise was still in the wheel well. I called Steve and he said that his mechanic didn't say anything so it may not be. I told him to come listen to it. He said it had to come back for the steering part in the morning anyway so he would look at it then.

Friday morning I am there at 7:30 a. there is a very long line they are over booked it took 45 minutes to get in. Then I asked Steve if he had a chance to talk with the mechanic. Steve then yelled at me "people make mistakes! get over it" Now there were about 8 people watching this and looked at him in horror. I was shocked. He has been nasty before but not in the open. my coworker picked me up. I went back to work, late mind you. then at 12 noon I called for the status. The girl said it was ready come get it. Again, my coworker took me there. When I went to the cashier she was rude and sharp.

I asked if Steve was there. She said to go look for him. I did he was not there I asked the older white haired service writer if he knew where Steve was. This man didn't even acknowledge that I was there I asked several times then he told me "not here".I went back to the cashier and asked if she would please call the manager. Mind you there were not just one or two people in the waiting room but also a deer friend of Jack Antwerpen, a musician. He was there with his Bichon on his lap waiting on his car too. the young cashier said she would get to it. I went to pet the dog and the cashier didn't call anyone. Another woman who works for antwerpen was watching. She shook her head. After about 5 minute I asked again if the girl could page the general manager. She said she would when she got to it.

The man said he was going to call Jack and let him know about this nastiness. Then twice more I requested then she sent the parts man to me. I kindly told him that I would rather talk to the general manager. The other woman went and got the general manager. He seemed pleasant. I did ask if we could talk outside. I relayed my experience to him. He told me that it was not true about the part it could have and should have been ordered. I should not have had to bring the car back. I simply just wanted him to test drive the car to make sure its ok. I needed to get back to work. he did drive it and said it was fine. We then went to the cashier. I told him I need to pay. He waived the fee. I didn't request that.

The cashier then barked at him too that he didn't put it in the computer. She then barked at me "sign here" she did the several times. I asked if she could say please her response was to bark the same at me ... in front of the manager! I then told her that I would appreciate that she treat me like a client and not a customer. After she looked at the manager she then barked at me again " sign her Palease!. " I signed and left.

The following Wednesday evening my home phone rings its hard to hear but its they say its the dealership. they want to know about the service I received. I did ask that due to a poor connection they call back. I waited a half an hour. Nothing. Friday June 1st 2007 the dealership sent a text message to my cell phone! That's over the line. I have to pay for that too? OK so I call back to the dealership and after several attempts and rude responses I get the manager of the day ... I ask him who authorized the text messaging to may phone. He didn't tell me but wanted the story I told him and then asked again about the cell phone text...he said that most people prefer it. I asked again who authorized text my dam cell. He was not concerned about the treatment or the service or anything else just that I used profanity. he then said he authorized it! I told him that I will not do business with them again.

Beth
columbia, Maryland
U.S.A.