C Lettman

Review of Nalley Toyota Stonecrest

We got a great deal, but we were left with a bad t...

We got a great deal, but we were left with a bad taste in our mouth and right now would not refer anyone to them. As a veteran, a caregiver and a former sales professional, I know what it means to serve - I don't need their type of service.

My wife and I had a simple request: We noticed that the cigarette lighter was missing from the used 2012 car we decided to purchase, so we asked our Sales Professional NICELY that it would be replaced. It was pictured in their photos posted, so it should be in the car. He said ok, but had to check.
He asked a senior Sales Professional and he LIED, saying: "...the 2012 does not come with a cigarette lighter."
What are we stupid? It's a simple request, if the dealership doesn't want to replace/supply it, just say so. Don't lie and treat us like we're dumb.
Then a comment was made, "you don't smoke, so why do you need it". He said it jovially, probably didn't mean any harm, but why the push back. Just order it. Plus, they didn't know if we smoked or not and It was none of their business if we smoked or not. Maybe we preferred it in the slot, because aesthetically it looks better, or whatever. Again, if the dealership doesn't want to replace/supply it, just say so. Another comment was made...we ignored it...and finally in the end we were told it was being ordered.

We went to do the paperwork and pick up the car. Found out it wasn't ordered. Why the impression was given that "it was ordered", I don't know - probably wasn't intentional. Okay, no problem, we had to do the paperwork first - sign a form. And we'll have to come back for it.
Got the car... A day or so later a "Quality Service Rep" called. We spoke well of our Sales Professional, but mentioned the unwanted pushback over the lighter. She apologized and said to expect a call from a manager. She processed her report.

Next day, we got a call from our Sales Professional, the one we spoke well of, and unfortunately (so we thought), seemed to have gotten the blamed for the blunt of the criticism. He apologized, made a promise to get the item in and also said he would help in getting the transmitter (keyless entry) fixed - we discovered it didn't work.
One Month and six days later: 1. No call from the manager 2. Never heard back from our Sales Professional (after I left two phone messages, sent two emails, and called the dealership -they transferred me to his voicemail). 3. I decided to call the parts dept. (20+ days later) to see if the lighter came in - GUESS WHAT? It was NEVER ordered.
Now some might say, "All this over a lighter, ah, just let it go." I say, if you are all about the customer and about quality service, then, why all of this over a lighter???