Kirsten Boehmer

Review of Toyota of Wilmington

Updating my review to go from two stars to three. ...

Updating my review to go from two stars to three. You can see my original review below. I have had some not so pleasant experiences with Hendrick Toyota of Wilmington but I do want to say something that I do find great with them, and that is the Hendrick Auto Guard warranty. I purchased a pre-owned vehicle from this dealership and received this warranty with it and that in itself has been SO WELL WORTH dealing with my other issues. I do not like the sales process I went through and I do not like the service issues I have had but I LOVE their warranty and they have honored it and saved me so much money on repair issues I've experienced with my car (not a toyota) that I would absolutely buy from them again simply because of this excellent warranty.
Original review below:
Every time I come here, I leave frustrated. You can find my review on Facebook regarding my sales experience and how they hurt my credit score. This review I am leaving here is regarding the experience I had yesterday during a service appointment. I made an appointment over the phone for a simple oil change. The guy who booked it asked if I would drop off or stay, and I said I would stay. He said they would start on it as soon as I arrived, because I was concerned about being away from work for too long. I arrived about 5 minutes early and was checked in. The woman who checked me again confirmed my services to be performed and again asked if I would be dropping off or waiting and I said waiting. An hour and a half later, I go out to her and ask if they have started on my car yet. She checks and says no, and says that they had me down for a drop-off. I was really upset at this point because she had literally confirmed with me when I arrived. Both service people knew I was waiting, and I'm watching people who came in AFTER me, get done before me. It's a dang oil change! It took over 2 hours before I got my vehicle. A similar thing happened the last time I took it in for an oil change as well. The guy then asks if they can replace some air filter or something (I forget what it was) and I say sure. HOURS later it's not done (again, I'm waiting in the waiting room) and when I ask him what's up he says "oh we are waiting for the part we ordered to arrive". WTF Hendrick? I am trying to give you my business and you keep letting me down.