Kaelyn Dugan

Review of Toyota of Alvin

I have never posted a bad review before and usuall...

I have never posted a bad review before and usually always give companies and individuals the benift of the doubt but I've had a terrible experience with this company. They do not keep up their end of the bargain when it comes to items promised to make sales and the customer relations manager "Amber" has a very bad attitude. Tried my best to reason with these individuals but they refuse to be reasonable. Would recommend going somewhere else if you have the choice. The buying process was very easy but after that they no longer care once your money is in their pocket. That's all they care about. I made a deal with the sales department to throw in rims for a full price vehicle. They agrees and we bought the car quick with no problems. We were told that we would receive a call when the rims were received and would have them put on. After no call for a few weeks we called and we're told they hadn't come in yet. So we waiting a few more weeks. Called again we're told they would look into it and call us back because they had been misplaced and would look for them. After more time with no call I received a text asking what kind of rims I bought. I replied and assumed okay they will call soon to get into contact with me to get them installed. After calling multiple times after this with no answers, or the usual "we will call you after we look into it, I'm not the person who can answer that" I finally called again this week to get it sorted out and talked to customer relations manager Amber who gave me a number of excuses as to why this was my fault and if I cared about the rims I should have contacted them. While contacting them almost weekly trying to get this sorted out. Come to find out they had mixed my phone number with someone's else's in their system and the whole time were calling the wrong person back. Even through all this at the end I was told now it had been to long and I can't get the rims that were included in my price even though it was an error on their end the whole way through while I tried numerous times to get a resolution. Amber over and over gave me rude responses and made it seem like if I had cared at all I would have driven 45 minutes to the dealership every day to complain while in the middle of a pandemic instead of taking ownership and giving me what I was promised "700$ worth of rims for buying a 30,000$ car" almost seems to not be worth it in the long run of losing a potential repeat customer. I was planning to buy a new truck within the next few months but after this experience I will not be doing business with them again and regret doing it in the first place. I was also planning on using their company for my work vehicles in the coming months as we planned to fully buy a new line of trucks but 700$ of rims caused them to lose upwards of 100k in sales on multiple trucks.

Thought I d also mention, they LOST the keys to the car we were buying and we were waiting for over an hour for them to find them so we could test drive... well they never found the keys so we left in a RENTAL CAR.. if we weren t such easy going people, they would have lost the sale from that point. Any other person to go in and have this experience would have been out the door with no sale, but w were so patient with them the entire process.... then the day we were supposed to get our actual new car kept being put off throughout the weekend.

When we finally Got our car, we only had one key since they lost them... so they contacted the locksmith. They gave the locksmith the same non existing phone number previously listed, therefore we didn t have a second key for over 2 months from our purchase. They do not communicate well at this dealership and we definitely would have went a different route if we had known from the start.