Jonathan Earl

Review of Mark Miller Toyota

I bought a 2017 Toyota 4Runner, Certified Used, at...

I bought a 2017 Toyota 4Runner, Certified Used, at this dealership. Within a couple days I let the salesperson, know there was 1 interior trim piece missing and one exterior trim piece that was popping up in the wind. The salesperson committed to help us which he did for the interior piece and said to work with the service department on the exterior piece before he replaced it which seemed reasonable. I did as he suggested and the adjustment the service department made to the exterior piece did not hold up. When I let the salesperson know, he told me it was a used vehicle, and missing or malfunctioning parts were my responsibility to fix or replace and not the dealership. Maybe ultimately true, but customer satisfaction and brand for a recent purchase are not worth more than a $20 exterior trim piece to this salesperson and his sales manager.
To the dealership s credit the Assistant General Manager called me to apologize, offer to pay for the part (which I declined on principle), let me know the salesperson was fairly new to Mark Miller and maybe hadn t understood or fully adapted to their culture, and provide his mobile phone number if I ever needed anything else.
I used to think Mark Miller Toyota was different in the way they valued and treated customers. At least for this experience, they ve proven no better than other dealerships and likely worse.
I will never buy another vehicle at this dealership.
It would have made a world of difference had the salesperson and sales manager called to offer what the Assistant General Manager had, but I still haven t heard a word from them except for reminders to get my vehicle serviced there.
New marketing for Mark Miller should be Nothing Ultimately Different. Same Miserable Experience as Other Places!