Mossy Toyota, Dale Snow, service manager Won't honor quoted price, no integrity of respect for patrons or their time San Diego California
DO NOT DO BUSINESS WITH MOSSY TOYOTA!!! This dealership's service department has no integrity, no respect for patrons or their time. They quoted a price of $130 to make a new key for my daughter's car, knowing she has no existing key, and instructed her she'd have to get it towed to them. We had it towed here and were then told it's $430. The person who gave us the quote confirmed to management she t quoted a cost of $130. It took several minutes to get to talk with the service manager, DALE SNOW, who would not agree to honor the quote. I explained the last time we were here for a recall they did not have the parts even though we'd made an appointment so we had to come back a second time and he was nowhere to be found when we tried to complain on both occasions. My daughter is very sick and working on her PhD, so this is all particularly inconvenient and costly. I told him this is no way to manage a service department or conduct business and that we can find a locksmith to come to us for only $120. His response was to say he'd split the difference, rather than to honor their original quote. Obviously we're having the locksmith come instead and will never come to MOSSY TOYOTA again! I ask that you pass this along and stay clear of this crooked, uncaring business!
2 Updates & Rebuttals
No apology received
#3Author of original report
Fri, June 17, 2016
Funny that no apology was given by this manager to the customer, and the manager actually responded rather rudely to an initially polite complaint. Also, there was no confusion about the quote, the cost quoted was $130 and included the key, of course. There was a mistake, apparently made by the person who gave that quote, but instead of apologizing and immediately agreeing to honor that quote, the manager became immediately defensive. He did offer to come down to $200, which was not the price quoted. The final cost was close to $170, but we were not told they would come down from the $200 until we picked the vehicle up, which was after filing the original ripoff report. The business never suggested they would honor the original quote of $130 until responding to these complaints online and, as I stated, the final amount paid was just under &170.
Of course one should make negative reviews and file complaints via the appropriate channels when a business fails to honor a quoted price. That is why these forums were created.
It should not take several hours of two peoples' lives and all this stress and nonsense to get a business to honor a quote. Respect for customers and their time is crucial. Creating a positive customer experience is key in most industries today.
Also keep in mind there was a previous unsatisfactory experience with this business, where two people had to spend a few hours on two separate days when a recall appointment was made but the business failed to ensure they had appropriate parts on hand. They claimed to have had them when making the appointment but explained they had been used on another vehicle and were no longer available when we were there. Rather than informing us they no longer had the parts or ordering new parts in advance of having two people come to the business, they informed us after we'd already been there some time that we'd have to come back another day. On both of those occasions, we asked for the manager several times and was told he could not be located. I expect better customer service, and although cookies and popcorn are nice, they just won't cut it when managers are unavailable or respond to problems in this manner.
"We apologize that there was some confusion reguarding the price quote for this customer, I attempted to resolve the issue by giving her a $200.00 discount which she was not happy with. In the end I did match the price quote of $130.00 as quoted by our agent, the key however was extra. Employees sometimes make mistakes and we apologize for that, we did attempt to satisfy this client however it was not possible even when we matched the quote. Customer stated she was in marketing and that she would post negative reviews, also wanted to be compensated for her time."
Dale Snow
San Diego,California,
USA
Price Quote
#3REBUTTAL Individual responds
Thu, June 16, 2016
We apologize that there was some confusion reguarding the price quote for this customer, I attempted to resolve the issue by giving her a $200.00 discount which she was not happy with. In the end I did match the price quote of $130.00 as quoted by our agent, the key however was extra. Employees sometimes make mistakes and we apologize for that, we did attempt to satisfy this client however it was not possible even when we matched the quote. Customer stated she was in marketing and that she would post negative reviews, also wanted to be compensated for her time.