Nicky Bennett

Review of Anderson Toyota

Prius was running poorly and usual repair place wa...

Prius was running poorly and usual repair place was not able to help so "had" to use a Toyota dealership. Took it in and was told it needed a new 12v battery and all was good to go! Absolutely thrilled, even high fived the person helping me. Left to go to Chicago, but sadly car was still acting up. I called as soon as I arrived and all I got was a "dressing down" as to all the other problems that likely causing it, like a need for new spark plugs despite me telling him they had been replaced last year (which because he kept talking over me, I don't think he heard). Asked to keep the old battery, as if that wasn't the problem then there was new need for a $380 new one! He told me he would ask the technician to put it aside, to drop the car off Saturday and he would have loner, awesome, all good. Stopped by first thing on Saturday to find a unhelpful staff, was left sitting in the waiting area until I finally approached them, to be told it got busy all of a sudden, however the person who was suppose to be looking after me only had 1 customer walk up to him and he then sat at his computer doing paper work and making some phone calls. Again the attitude I received was degrading and demeaning... Monday late afternoon rolls around and no phone call or update, I leave it another day in the hopes that I will hear from someone. Tuesday I call at around 4pm to be told that he wasn't there right now and that he would call me back as soon as he got back in. When I asked if that would be today, I was told yes. Still no phone call. Wednesday I call and finally speak to the service rep who again is talking to me like a child and is incredibly condescending and rude. He then informs me that the oil was very low and that was the cause of my issues (burning oil) and the car now requires a new $4k motor replaced, in a car that is worth at best $1.5!!!! After getting rather upset that we go from a 12v battery to no oil in the car (which I would have thought one would have checked back at the first visit, kind of like checking peoples vitals, also of point they completely missed/ignored the low air tire warning light the first go around) and needing a new engine. He then proceeds to blame me for everything and infer that I am not capable of taking care of my car, despite having no idea how well it is serviced. We finish that call and I go home to discuss with husband. Together we call back (on speaker phone) and listen to him totally "rip into me" again, husband was horrified as to how he spoke to me. I ask him to replace the battery and to put the old one back in, as it seems that was not the issue and we would be down to pick it up. He told us he would have the technician complete that and it would be ready for pick up. At the end of the day I receive a call that the car is ready to be picked up, when I ask if the battery has been replaced he starts yelling at me stating I signed the paper work agreeing to the work and that the old battery is "on the back seat". Apparently it took 8 hours to pick it up and place it in the trunk (thank goodness) of the car. At this point I'm nervous about going to the service area alone, so husband comes with. Nobody acknowledges me, looks up or says anything, all just stares at there computer screens. Finally someone directs us to the payment desk where we pick up the keys and leave. My big issue here, regardless of the repairs or lack there of, I am astounded by the lack of courtesy and kindness shown. Not once did we get offered an apology or kind word, all I received was a "telling off" by an arrogant man who didn't even have the decency listen to me, he was unable to call me, the customer to keep me in the loop or reach out in a timely manner. Not to mention the lies and excuses that were literally thrown at me. Honestly this type of sexist and degrading behavior in this day and age is unforgivable. Will never set foot.... As an FYI, it cost you a new car sale, drove into Elgin picked up a brand new Prius and couldn't be happier with the service we received at Elgin Toyota, highly recommend!