Yolanda Gunter

Review of Round Rock Toyota

I chose this dealership because of the great custo...

I chose this dealership because of the great customer service reviews. I may have KNOWINGLY been sold a lemon!!!!!

1st visit to dealership on October 10th - I test drove a Toyota model. Can't remember exactly what kind. I'd already told the salesman I was awaiting to hear back from bank pre-approval. He was a little pushy and wanted to run my credit "to see." Then he came back to me saying "do you have any money to put down?" I just shook my head and told him, I'm awaiting to hear back from my bank on pre-approval. I left 3 hours later.

2nd visit on October 12th with a pre-approval for $15K loan from my bank, a different sales person (original salesman was out that day) told me I wouldn't be able to get a car anywhere else with my trade in. I was told to leave and come back since the vehicle "wasn't ready". I had been there for 3 hours with my 5 year old daughter on this 2nd visit and she CRIED because we didn't leave with a new car as I promised. I was very upset as well because I'd spent a quarter of a day at that dealership being told my pre-approved bank loan wasn't good and my trade-in wasn't either.

3rd visit on October 13th - after being told AGAIN - AFTER having a pre-approval for $15K loan from my bank, that I wouldn't be able to get a car anywhere else because of the TYPE of loan I was approved for, I drove off the lot in a 2013 Buick Encore. Everything on the car looked as though it worked just fine.

3 days later - a dash icon light comes on. I read the manual to see what may be done. Manual said its the fuel emissions so first check fuel cap then if that's good, to fill up with high octane gas as this could be the fuel emissions reading from low octane gas being put in the car. Salesman told me when I went to pick up vehicle that a little lady just put gas in the car so I figured she may not have used high octane.

I filled up twice with Exxon 93 octane - icon light still on. I contact sales person by phone to tell him I need to bring the car back and he states I need to take it to a Buick dealer. Blow off #1.

I got a simple diagnostic from Advance Auto Parts that responds with codes (in less than a minute!) that the catalytic converter is malfunctioning. How can that be with a 3 year old vehicle?! Now I KNOW the service department that prepared the car for me couldn't have missed those diagnostic codes. I contact the other sales person who told me I couldn't buy a car anywhere else with my pre-approved bank loan and trade in, by text who worked with original salesman to close the deal and he states if the vehicle is under warranty, I can "take it any place I want." Blow off #2.

My bank financed the vehicle and I contacted them as its STILL less than 30 days. I cannot believe I'm being told by sales people to not bring the car back for servicing immediately! That's the most horrible customer service ever, especially towards a customer that has a bank pre-approved loan!

****UPDATE 1****
Just got off phone with Jimmy Wilson in service. He explained everything that could have happened with the vehicle during thier full point vehicle check and he is calling Buick dealership to see if my vehicle is still under manufacturer warranty. He said he would call me back.
- YG

***UPDATE 2***
Jimmy Wilson called me back with his trusted Buick contact info. I spoke to Jimmy's Buick contact who set me up with an appointment first thing in the morning to diagnose engine and set me up with loaner while vehicle is entrusted into his care. Jimmy Wilson has went beyond what I expected in providing customer service. He was straight forward and explained everything clearly as to what his Toyota service shop could and could not do with the Buick I just purchased. He definitely raised my expectations in customer service. Now if he can shake them two salesmen into shape...

Changed my rating from 1 to 4 Stars for the great customer service Jimmy Wilson provided. -YG