Doug Hill

Review of germain toyota

Disgusted with the quality of customer service by ...

Disgusted with the quality of customer service by the parts department at Germain Toyota. I run a small independent shop. I called on 1/15/19 to get a quote for an EGR valve and cooler. Once I sold the parts to my client, I called back to order them(same day 1/15). I called back on Friday(1/18) to see where the parts were. I was told they were ordered on 1/17, and wouldn't be delivered to me until 1/21. I updated my client and luckily she had a ride over the weekend. 1/21 is here now. The part was delivered at 1:30pm. Only the cooler, showed up. No EGR valve, no gaskets. I call in and was told the gaskets were in stock, but the EGR valve would need to be ordered, but it was an additional $300. I explained that I was already quoted for all the parts, so I shouldn't have to pay for the additional parts that weren't quoted or ordered. I asked to speak to a manager. I was told "sure, but he'll say the same thing I told you". I began to explain my issue to the Manager, and he made sure to interrupt me to say that I didn't call in the day I have in my notes, but I called in two days later and that was why the parts were late. His response to the fact that I was quoted for an EGR valve and Cooler, but only sent a cooler, was the fact that everyone makes mistakes. I explained to him that I completely understood that, but I just wanted it made right. He didn't agree. I was told I would need to pay for the parts I was originally quoted for, but did not receive. It's disappointing that employees are trained to only focus on the bottom line, rather than creating customers for life.