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Review of toyota knoxville

Toyota of Knoxville Collision Center does terrible...

Toyota of Knoxville Collision Center does terrible work! After having our van at their body shop since May 8th, we keep finding things that are poorly fixed and they state all is complete. We feel it's important that consumers should observe what we go through it as things progress.

We were T-boned and recommended we get repairs done at Toyota against USAA's recommendation. Our car was purchased in July of 2016, thus it's still new. Only 8706 miles when we turned it in.

- 1.5 months no word. Called and Brittany stated it was going into paint in 2 days.
- 3 days later, never received a call, it needed another week.
- I called and left message with front desk for Brittany (never called back)
- a week later, never heard anything so wife called and left message with front desk again for Brittany.
- the following week, wife called/informed front desk we're not getting any return calls from Brittany, and asked for manager. Keith got on phone and stated car was going into paint (unbelievable), then after van was going into paint in a few days. (Unbelievable)
- Wife called a few days later and Brittany stated the car was almost done and parts would be out of paint on a Friday. Either way, she promised to call to let us know. (never called).
- We got a call the following week from Brittany stating it was ready. I looked at the car and bound head liner exposed in 3 different spots, left sliding door didn't open consistently, and William (manager who walked around waiting to see if I had any questions) noticed the pin stripe was missing. Went home and waited.
- Got a call from Brittany stating it was ready, showed up, Brittany stated all was complete, let enterprise take their car back.
- Nothing was completed out of all the listed concerns above. Had to wait for new Enterprise car to come back and pick me up.
- Got a call from Brittany stating it was ready, showed up, wasn't ready. Door still not opening consistently. After 2.5 hours had to go so I just took the van home knowing i could bring it back if couldn't deal with it.

Items Noticed at home:
- Unscrewed mud flaps on side of impact.
- Missing mud flap on opposite side of impact
- Sliding door interior panel had 1/2 inch gap
- Sliding door, when looking from top to bottom, had gap that was wide and got skinnier. Opposite side was perfectly aligned.
- Striker Plate was damaged (not replaced) and Latch (was used). There was a ton of greasy dirt inside on/around the latch. Other side was perfectly clean, thus internal parts were old/used. Probably reason door handle not opening consistently.
- Brittany stated she ordered a new door. Technician later told me he got from Salvage yard.
- Scratch marks on rubber trip around moon roof where they had to tuck in ceiling material.
- Fingerprints from dirty hands on new liner/top and side, visor, and left seat.
- Over-spray on front windshield was not cleaned off.

I'm just waiting to see what will happen next. I will update this posting as my experience changes.

8/25/17 (Update)

The sales director, Billy Hayes, took control of the matter. He ensured that everything was done properly on the van and has reassured that this was not their way of doing business. All repairs seem to be made with no visual defects and everything in working order.

It's unfortunate that it had to come to this review to finally get it resolved, but it is resolved.

Billy Hayes was respectful and apologetic and I'm hoping this review has made positive change for everyone.