Mike Robbins

Review of Toyota of Wilmington

I had referred my fiance over to Hendrick Toyota i...

I had referred my fiance over to Hendrick Toyota in Wilmington, NC as my company has purchased 2 work trucks recently from them and ha e been pleased so far. However this experience was far from friendly, and customer service from the rep was horrendous.
We spoke to Maddie over the phone about a particular vehicle my fiance had found online. Maddie assured us this vehicle was still on the lot and vehicles were moving quickly during this time. We discussed what we needed to know and had her send paperwork to our finincial institution to see if it fit our range. That was a Friday. Early Tuesday morning we got the approval, everything was a go! My fiance calls Maddie up to schedule a test drive and check the vehicle out in depth. Upon arrival Maddie was gone for the day, and Mr. Turner approched us to assist.
We looked around the lot up front, not alot at all in our range/options, so he asked what we are looking for - my fiance tells him we are here to check the Jeep out but shes still looking for a particular vehicle or one alike. On our way to the back lot, the sales guy points out our Jeep that we are supposed to be test driving - tucked away in the service area parking lot. It had the front bumper missing on the bottom and various parts hanging below, and Mr. Turner advised us that the Jeep has actually got some wreck damage to the front end and will not keep a battery charge. At this point we both felt the instant bait and switch tactics and our whole moods changed. Mr Turner showed my fiance a nice Nissan Rogue, and offered a test drive. At this point - my dealings with this dealership was done - however my fiance wanted to at least test drive something beings we went all the way to Wilmington for a scheduled test drive. They hop in and cruise away. Merely 10 minutes later they arrive back, my fiance pacing in front of him quickly and creating distance. The distressed look in her face said a million things. When asked what was wrong, she told me as soon as they got into the car, he abruptly asks - "are you buying a car today or not".
She was clearly not enjoying the experience, and they knew it was her first car purchase. We quickly left there and headed across town to another Hendrick group dealer where we was gladly welcomed by the high energy and spirits of Sam. Sam quickly threw us into a 2019 vehicle while we cruised around checking out the pre-owned section. Again, many leads, however none of the vehicles had the right combination of miles, price, package options that my fiance was looking for. It was then that we learned they could get ANY VEHICLE WITHIN THE HENDRICK GROUP - NO MATTER THE STATE. (Same for Hendrick Toyota, however they just wanted a quick check, instead of actually woking for the customer.) I emphasize this because with that very tool, Sam was able to find the EXACT vehicle needed and desired for my fiance. Mind you it is approaching 9pm and the energy was still strong with our sales rep! The next day Sam was able to make some calls and get us a GREAT deal on this vehicle and the paperwork was sent to the bank. Bank quickly approved and we was there after 5pm to take arrival of my fiances first new car. It took a little bit of time, and listening to the customers wants and needs - but she is 100% satisfied she did not do business with Hendrick Toyota. We haven't even heard a word back from them either - as if they dont care. Their loss, and my company will now be moving all purchases to the more reputable, highly respectable Hendrick group dealer JEFF GORDON CHEVROLET.
As for Sam Saunders there, and be prepared to be matched with an energy that is outgoing, very personable, and has the ability to get exactly what his customer needs/wants.
Shame on you Maddie and Mike. You guys really dropped the ball for a previous customer and any further customers. Mike should stick to selling Verizon cellphones, where he came from.