Recent Reviews from AutoNation Toyota Mall of Georgia

I had a good/not-so-good experience here recently, hence the four stars. The NOT-SO-GOOD: I had trouble with my Prius the other day across town, which made me late for an event at church that did not put me in a good mood to start with. The engine would not kick on after pressing Start. The dashboard display would flash briefly, then I was seeing: "P" lock mechanism. Park your your car on a flat surface and fully apply the parking brake." (The car was parked on a flat surface, btw). Having not seen this message before, but based on what I could glean from the manual and the way the car was behaving, I figured it might be a bad 12V auxiliary battery. I even had a co-worker try to jumpstart it, to no avail. [Side note: I like my 8 year old Prius, and I had never had problems with it before (which I had purchased from Toyota Mall of Ga, by the way), and had generally had pretty good experiences with this location's employees]. I called the 877 customer service number at the dealership to get them to transfer me to the service department to see if they could maybe confirm that it might be a dead battery or possibly something else, before I called a towtruck. When I briefly explained the situation to the CS Rep, and asked to speak to the Svc Dept, she said that it wouldn't do any good, since they can't give out diagnoses over the phone, for 'legal reasons' or something to that effect. I asked her to give me the Svc Dept anyway, and she replied, "O-KAaaayy", in a dismissive tone I did not appreciate. Once the Service Dept rep ("Jim") answered the phone, I explained the situation, read him the dashboard message, and asked if there was anything he might suggest (about what it might be). His response was, and I quote: "Triple A?". End quote. I was ready to blow my top with his somewhat sarcastic response. He then said something to the effect that he honestly didn't know what I expected him to tell me. I was just looking for ANY kind of help, like "Sorry, we can't give diagnoses over the phone, but maybe here's a towing service we might suggest." Or, "Yes, it might be a dead battery, but I don't want to give you false info until we can have a look at it." ANYTHING would have been better than his snide response. Anyway, after hanging up with the dealership, the towtruck guy came and was able to get my car started with his portable charger, and I then dropped it off at Mall Of Ga Toyota later that evening. The GOOD: I worked with Chris the next day, who confirmed it was, in fact, the 12V battery that needed replacing. He was most helpful, and explained everything to me, along with a few other observations from their inspection, but Chris did not pressure me into any further repairs. Chris also helped me with a prior recall that was pending (with Jamis, who is another decent service rep there). He also offered some additional Prius specialist's names there for any future Prius issues I might be experiencing. A true professional. I will return to this dealership in the future for repairs, and maybe even a new purchase, but I just wish there wasn't such a disparity among the employees that work there, regarding customer-facing interactions. I think some inter-personal training needs to be reinforced for some of the folks at that location.

Bob Burns Mar 26, 2018

Been a customer since 2005, but it doesn’t feel like it. recently purchased two cars from this dealership within the same month and both of them were filthy, my 2012 trade in was cleaner. This was To the point where I spent 6 hours cleaning both. So exciting for getting a new car! I purchased a OEM roof rack and what do you know, the holes that were precut from Toyota were misaligned. So I go to the service and the service manager goes on to tell me it happens to some trucks, so I paid this much for a truck to have misaligned holes? I called corporate and they thought he was in the wrong a reimburSed my money. So I wanted another truck so I started going into the dealership to show my dedication that I only wanted a truck from there. I go in after work and waste about five hours for them to say “we’re not going to do it” they didn’t even appraise my truck. I came in again after that with my co-signer to show I’m serious and they were presenting me with horrible offers basically to get me out of the building. Keep in mind they presented these numbers after saying they had to run my credit, again for basically no reason. I asked my finance manager why they ran my credit and all he could do was apologize, it’s so easy to apologize when you’re not the one being affected. Of course they ran it and of course we were approved but my score goes down all for them to come back with the same horrible numbers from the start. I started shopping around at other dealers, and they were all selling better trucks for the less of a price, all of them also noted i payed an excessive amount for my warranty. My finance manager also used the tactic “five finger fold” if you don’t know what that it is look it up! It’s a scam I can’t believe I spent so much money and time at this crooked dealership. This dealership took advantage of me, they will smile in your face while ripping money from underneath you. Avoid this dealership at all cost.

Alen Zacharias Oct 13, 2017

A MUST READ, I have been driving a 24 year old truck and it finally died. I don't know about you, but the thought of going through the " buying a new vehicle " process instantly raised my stress level. I went to 3 different dealerships and didn't see anything I liked. My next stop was at AutoNation Toyota Mall of Georgia where I was approached by Emmanuel Bagume, one of the sales reps working that evening. Emmanuel asked what I was looking for ? I told him a used vehicle, but nothing older than 6 years and I gave him my price range. He said he would check his inventory. Well I got a call from Emmanuel the next morning saying he had a selection of cars he would like me to see. I arrived at noon and holy cow, he had 5 used vehicles that he had brought to the front all within my year and price range. I took all 5 for a test drive and fell in love with the last one. I had it checked out (car fax & mechanic) and told Emmanuel I'll take it. And it hit me, Emmanuel did not put any pressure on me what so ever. He was very professional and knowledgeable, and he answered all my questions without all the extra " sales pitch stuff " I told him I wanted to finance it through you guys. He set me up with Dave Owens in the finance dept. I was a little nervous about this part as well. But I got to tell ya Dave put me at ease right away. He asked if I had any money to put down or do a trade in. I did not do a trade in, but did do a small down payment and that I needed to keep my monthly payment as low as possible. The man is a Finance Genius, he was able to show me ways to cut the payment down that I wasn't even aware of. Needless to say my monthly payment is well below what I thought it was going to be. I had no Idea that buying a new used vehicle could go that stress free, and is " THE BEST " car buying experience of my life. I felt so satisfied ( peace of mind ) driving off that lot. Not only would I recommend my family members and friends, but co-workers and anybody else I talk to that is in the market for a new vehicle to not sign a thing until you visit AutoNation Toyota Mall of Georgia Thank you so very much Emmanuel and Dave Rick in Buford

Richard Haneklau Sep 15, 2017

I contacted the only Toyota Dealer in Oakwood, GA. where its a Family owned business and closer to my Home. When I accused them of deception (I may have been wrong), but they stopped all communications with me (Makes me wonder if I am right). I made it clear that I was going to buy a RAV 4 from someone within a week and I was willing to work with them anyway. Nothing! The next night I sent a request for a quote after a Co-worker suggested I contact Auto Nation Mall Of Georgia Toyota. David Reed sent me a reply within minutes and gave me a quote in writing, unlike the other dealer that wouldn't even give me a copy of what they offered in person and said that they would. David then followed up with a Professional Call and then excepted my request for a late evening meeting the next day. I got the price I needed which was better than all the deals I had looked at. I dealt with folks who had been there for 10 hours already that day and they worked with us (My teen son and I) and FOR us, to get the deal we needed to match our budget. Best Rate of financing I ever received anywhere. (even with a Bankruptcy 9 years ago) 700 CS Love the car/truck RAV 4 ,2017. I am very strong minded and I wont be intimidated or spoke down to. It was never a concern. (So glad that my Son witness such professionalism, especially after the last experience ) These folks should have been tired and they could have been typical Car sales folks but they were not. I told them how much I appreciated there demeanor and I told them that I would promote there business as long as they handle my friends and family the same way. They told me that it was the way they handle everyone and not to worry. I believe them. Go in and ask for David Reed and tell him Samuel and Elijah sent ya and that you expect the same deal and treatment that I claim in this post. I trust you will get it. ( By the way, My son taught him a few Card Tricks while we waited for financing. Maybe he can show you one of them :- ) Samuel R

RockaDJ Aug 21, 2017

So we took my husbands car in before a road trip for an oil change, wiper blades, tire rotation, some warranty work and asked for a price to replace the fog light assembly that a rock had busted. No problem. We got the car back and after getting home and looking over the paperwork we see no oil change was done. Our advisor also said she thought the fog light would be covered under warranty and would let us know the following week. Fast forward 2 weeks later ... 1. Still have not heard if the parts ordered for warranty work were in 2. We are leaving dinner on Saturday night and the car won't start - the battery was dead. Confused on why this is the case since it had checked out as "fine" 2 weeks prior. So after some frustrating coordination we had someone come jump the car off for us. Monday morning we take the car to Stone Mountain Toyota (after having to jump it again just to get it there). Apparently this was an issue that should have been caught 2 weeks prior at Mall of GA Toyota. Battery acid was leaking out. Stone Mountain Toyota got us up and going again. I contact Mall of GA Toyota and the parts are in for the warranty work. Our advisor said she had been trying to contact us and we hadn't called her back. That is untrue. But okay. Let's just get this done. Our advisor says the fog light is not covered under warranty but she can replace it for $105 ($80 for the part and $25 installation). We tell her to go ahead and do that when we bring the car back in for the warranty work in a couple of days. She agrees. Next day we are told the price is $941 and that was net cost on the part - no mark up - no installation. Come to find out the true cost - Toyota pricing for the part - is $430. So yet another lie. I am beyond livid because the advisor has not owned up to anything she has said and not done. She basically called my husband a liar. The price we were told is not being honored. And the advisor is still allowed to tell customers lies and lie about the customer. I understand it is our word vs their employee. But there is a simple solution - pull the recorded phone call and hear for yourself what your advisor has said. She called my husband and gave him pricing. From the dealership phone. The call should be recorded. The biggest complaint I have is not one person in a position of management has acknowledged or apologized for any of these mishaps. My husband, the customer, has been made out as a liar. Our cell phone numbers are in their system. I was there, in person, yesterday having the warranty work done. There are some excellent employees / technicians there. But I could not be more disappointed with everything that has transpired. And left stranded with 3 kids because our battery is dead? No thanks.

T Oglesby Jul 13, 2017

Awful experience. I called ahead asking to get my Bluetooth connection, USB port and maintenance light (tire rotation) repaired. I called ahead and was told to come on in that it would be an easy fix. I pulled up to the collision center on accident who sent me to the wrong builing and met a sales representative that finally showed me where to go. I was greeted by JIM who first of all argued with me that the bluetooth wasnt working because of my iphone. That is not correct if my iphone has blue tooth and the car does it should connect. Anyways they looked at my car the blue tooth and everything was fine it miraculously worked for them and the repair guy pretty much laughed in my face after I had waited an hour in the waiting room. Whatever I can deal with that. But they said I needed an alignment and tires replaced. So I went back to wait. Then Jim came to get me to tell me I needed new tires and an allignment. I work for a company and have a fleet vehicle. I should have only had to give them a card and them call to check if they could charge all of that. Jim in stead had me call and wait on the phone. Then proceeded to use MY phone to speak to the agent with element fleet and the agent said I should have not had to call the toyota should know to do that.I told jim this and he said to go wait and that he would get me when my tires were done and that he would ask about the alignment as he should. I waited 3 or so hours and got tired of waiting and wondered what was going on and jim said "Oh your tires are done" he never came to get me. I asked if the allignment was done and he said he never called! He made me call AGAIN when again this is his job to do so. Then after all that when I finally got the company on the phone he used my phone AGAIN to speak to element. I finally got fed up because I was there from 12:00 PM and it was now 6:00 PM and I missed a whole day of work. I would have ubered home if I knew he would be this careless. I know care repairs take awhile and things come up but he was extremely neglegent. I finally got a manager after Jim said the alignment was approved and the manager proceeeded to tell me the alignment people were GONE for the day. Waiting for Jim to check me out he completed 3 other customers request before mine when I had been waiting all day long. So I had to come back the next morning again to get the alignment done and after all that Jim told me that he could have just billed my company the fleet people after everything. I am new to my company and before taking my care in asked my manager and she said you give the toyota people your card and they take care of the rest. I was not taken care of in a professional manner and had to to Jims job for him because he was incapable. It was the worst experience I have had to date and I will NEVER go back.

Lyndsee Hewston Jun 19, 2017

I came in about a year ago desperately needing a car and needing one quickly. I was a college student at UGA and had no financial help from my family. I had 2k to put down but was going to have to finance the rest without a cosigner. They found me a 2008 Mazda Tribute for $5,500, and it was perfect for what I needed and in the right price range. KBB had the car valued at $5000, so it was OK with me. I came back the next day to actually purchase the vehicle and they had raised the price $500. I brought this to the saleman's attention and they said it had to be done, because otherwise they wouldn't make any money off of the vehicle. Let me rephrase, he had to call his manager out to explain to me why they raised the price on me since he didn't know how to explain it himself. Knowing that I needed a vehicle quickly, they could get away with this... and they did. I paid my downpayment that day, signed the paperwork, and headed out the door. My monthly payments were somewhere around 150 a month, so I was set! As I was leaving they asked me to come back 5 days later to finish up some additional paperwork with the bank. At that time they told me that unless I found someone to cosign for me I would be required to purchase the warranty for an additional $2000 AFTER I'd been driving the car around for 5 days. Without any help from my family and desperately needing the car to graduate, I ended up having to buy a $5000 car for $8000. My payments went from 150 a month to 230 a month. The best part is that the compressor had a giant hole in it the entire time. When they gave me the paperwork that listed everything mechanically they did to it before selling the vehicle to me, it showed that they had recharged the AC. So they knew that there was a giant problem with the AC the entire time, and even then they somehow managed to forcefully sell me the car for almost twice its KBB value. They even let me drive the car around for a week before telling me, "SURPRISE! You actually have to give us an additional $2500 or else..." So thank you very very much Toyota at Mall of Georgia for taking advantage of a single college student in a tremendous bind who came to you with honesty for help. I hope you sleep well at night. I tried to be very very grateful that I was even able to purchase a car to begin with with poor credit. But now that it's been a year and temperatures are rising again, I'm reminded that I still have to put an extra $600 into it just to fix something that SHOULD have been fixed beforehand. Do NOT purchase a car from this place. They will literally do anything to get more money out of you. Where I went wrong? I told them that I needed a car quickly which made me a very easy target. Now I know better. But still, shame on you guys.

Kaleigh Bagwell May 3, 2017

Kaleigh Morgin May 3, 2017

TERRIBLE CUSTOMER SERVICE ONCE YOU BUY YOUR CAR Our experience purchasing our truck has been less than desirable. Roben Harris was very helpful to us in finding a truck and working on the price point but our good experience ended there. I bought my truck on February 2, and yet my Honda CR-V that I traded in still has not been paid off as of today (February 24). I have called Jose in the finance department multiple times about this and he has not been helpful at all. I received a call last Thursday (February 16) from Lorenzo who stated he was a finance manager and needed to know who had competed my finance paperwork. I told him it was completed by Jose. I also expressed to him that my car had not been paid off yet and the following day would be 10 business days since I'd bought the vehicle. Jose assured me the car would be paid for within 10 business days. He said he would text me first thing after he spoke to Jose and that this was his top priority. At 2pm on Friday (February 17) I called Lorenzo's cell phone as I had not heard from him and left him a message. I never received a response from him, EVER. I then called autonation and was transferred over and over again to the finance department and no one answered. I then called the following day (February 18) and only after insisting I talk to a real person (after being transferred to finance 3 times and no one answering) Jose got on the phone and said the check should have been written but because it was Saturday he couldn't look into it. Accounting was not there on the weekend and that he would know on Monday. I heard nothing from him on Monday and was unable to call from work that day. I followed up on Tuesday (February 21) and was again transferred to the finance department twice with no one answering. It was only after I insisted on talking to an actual person that the receptionist transferred me to a woman who informed me that on the day prior the check had been written and sent to a P.O. Box in Texas and should arrive at the end of this week. She was very rude to me and also told me the reason things had taken so long was because a piece of paper that should have been signed was not. I was NOT ever informed that a piece of paper wasn't signed. If someone had informed me of this error I would have gladly signed it so that it wouldn't have taken so long. She said due to the delay of this form it took until 2/16/17 to approve the pay off on the vehicle. I just called today (February 25) and was again transferred to the finance department where no one answered. I called back and explained to the receptionist that I spoke to my bank and they said the check should never have been sent to Texas and that their bank is located in SC. I just wanted to speak to someone to ensure the check was written to the proper bank and sent to the correct address. I left a message with her and asked that she please give it to Jose or another person in the finance department. That was at 12:30 today and I still have heard from anyone. I DO NOT appreciate the way I've been treated in this entire process. When someone makes a mistake I think they should acknowledge it in a professional way and fix it. I don't think I am asking a lot of your company. I didn't make the mistake. Perhaps instead of trying to put on his jacket the night we were filling out our paperwork Jose should have stopped rushing and ensured that everything was done properly. My only expectation is that people should do their jobs. I don't think that is asking too much. Perhaps by writing your General manager and posting things on social media someone will feel the need to do their job and follow-up with me. Sincerely, Your very dissatisfied customer

Rhonda sanders Feb 24, 2017

Our experience purchasing our truck has been less than desirable. Roben Harris was very helpful to us in finding a truck and working on the price point but our good experience ended there. I bought my truck on February 2, and yet my Honda CR-V that I traded in still has not been paid off as of today (February 24). I have called Jose in the finance department multiple times about this and he has not been helpful at all. I received a call last Thursday (February 16) from Lorenzo who stated he was a finance manager and needed to know who had competed my finance paperwork. I told him it was completed by Jose. I also expressed to him that my car had not been paid off yet and the following day would be 10 business days since I'd bought the vehicle. Jose assured me the car would be paid for within 10 business days. He said he would text me first thing after he spoke to Jose and that this was his top priority. At 2pm on Friday (February 17) I called Lorenzo's cell phone as I had not heard from him and left him a message. I never received a response from him, EVER. I then called autonation and was transferred over and over again to the finance department and no one answered. I then called the following day (February 18) and only after insisting I talk to a real person (after being transferred to finance 3 times and no one answering) Jose got on the phone and said the check should have been written but because it was Saturday he couldn't look into it. Accounting was not there on the weekend and that he would know on Monday. I heard nothing from him on Monday and was unable to call from work that day. I followed up on Tuesday (February 21) and was again transferred to the finance department twice with no one answering. It was only after I insisted on talking to an actual person that the receptionist transferred me to a woman who informed me that on the day prior the check had been written and sent to a P.O. Box in Texas and should arrive at the end of this week. She was very rude to me and also told me the reason things had taken so long was because a piece of paper that should have been signed was not. I was NOT ever informed that a piece of paper wasn't signed. If someone had informed me of this error I would have gladly signed it so that it wouldn't have taken so long. She said due to the delay of this form it took until 2/16/17 to approve the pay off on the vehicle. I just called today (February 25) and was again transferred to the finance department where no one answered. I called back and explained to the receptionist that I spoke to my bank and they said the check should never have been sent to Texas and that their bank is located in SC. I just wanted to speak to someone to ensure the check was written to the proper bank and sent to the correct address. I left a message with her and asked that she please give it to Jose or another person in the finance department. That was at 12:30 today and I still have heard from anyone. I DO NOT appreciate the way I've been treated in this entire process. When someone makes a mistake I think they should acknowledge it in a professional way and fix it. I don't think I am asking a lot of your company. I didn't make the mistake. Perhaps instead of trying to put on his jacket the night we were filling out our paperwork Jose should have stopped rushing and ensured that everything was done properly. My only expectation is that people should do their jobs. I don't think that is asking too much. Perhaps by writing your General manager and posting things on social media someone will feel the need to do their job and follow-up with me. Sincerely, Your very dissatisfied customer

Rhonda Sanders Feb 24, 2017

I purchased my 4Runner from this dealership in 2005, I have only had this vehicle serviced at Toyota Mall of GA. I had bragged to many that I have always received great service and had never experienced excuses about delays, honesty from this dealership had always brought me back. This vehicle was part of a recall program for faulty manufacturing with the dash. After a year and a half wait I get a call from Crystal saying the dash had finally arrived, I schedule to have the recall completed on the next day. Crystal asks if I plan on waiting or using their shuttle service as the dash recall could take as long as 4 hrs to complete. I make plans with my wife to visit the mall while the work is being accomplished. We drop off the vehicle at 7am and tell the guy who took my keys that my appt wasn't till 8am but I'd also like to have an oil change and that my low tire pressure light was on and I'd like for those two items to be completed along with the dash recall. I inform that gentleman, after he asks if I'm waiting, that I would be in the local area with my wife. I leave and after 5hr and 30min I call as it's now an hr and half longer than the time I was given it would take for completion by Crystal. I speak to Steven Ferrero (unsure of the spelling) he tells me that it's taking so long because of the customization done around the dash area. I ask, what customization, he says the SiriusXM radio install and the fog lights. I say to Steven that there is only an XM antenna velcro to the top of the dash and taking that off would take seconds and the only other XM install behind the dash is the FM module that is no more than a black box that you plug in the factory antenna into and plug the FM module antenna into the factory radio. He then mentions the fog lights, I say you simply unplug the wires connecting to that switch the same that is done with the factory switches. He says that those customizations are why it's a hr and a half over the given 4 hr and still isn't finished and it's their mission to return the vehicle in the same shape as when dropped off. Steven sticks to this line of BS....remember when I said earlier that I had always returned to this dealership because they were honest.....well these excuses didn't add up and when I get treated like I'm clueless I tend to inform you quickly that I'm not the usual sucker most customers feel they have to be....I know I made a choice in dealerships and I further know that without repeat customers and good word of mouth dealerships will suffer. I ended up getting angry and saying a few choice curse words about the blatant BS excuses for failing at managing the technicians to ensure they are actually working to complete tasks. After 5 hr and a half my wife and I choose to go home, our dogs would need checking on and it's now 1:30p. I later get a call that my vehicle is ready, it's 3pm. My wife and I load up and head down the road on the 30min drive. I tell my wife that my plan is to pick up the vehicle and leave with zero conflict. The thought was to get my keys and pay for the oil change at the checkout counter that is in front of the parts counter. I find out after arriving that the dealership has closed this pick up area and that you must go through the advisor. I proceed to step into the service area and ask a nice lady how I go about picking up my vehicle. She looks me up in the computer and says that Steven is my advisor and that he was currently away from his desk but she would go grab my paperwork and she would check me out. I pay, proceed to my 4Runner to find my SiriusXM antenna to be laying on the floor balled up in a mess of wire, not run back to the top of the dash like Steven claimed was their mission to accomplish. I walk back in and ask to speak to Steven. After several minutes Steven comes from the back with another gentleman who I have no idea what their purpose was. I speak to Steven, I said when I spoke to you after 5hr and 30min of work you claimed it was the laughable customization of the external XM radio kit and the requirement to return the vehicle in the same condition as dropped off, why is my XM antenna balled up on the floorboard? I then said let's remember it turned out to be 7 hrs to change a dash and that you did not return the vehicle in the same condition as received. He said he is returning it in this condition because I cursed at him when I called after 5hr and a half. He said they would not be returning the vehicle how it was received. I get angry....who wouldn't....I say I've waited 7 hrs and your staff returns a customers vehicle because you can't handle when a customer gets angry about getting yanked around with ridiculous excuses? You them make a decision that not only reflects on your inability to handle upset customers but you also take measures to stop the reassembly of the vehicle. Steven had to have gotten off my call at 5hr and 30min and instead of doing his job by defusing the customers anger he instigates it further by telling the technician doing the work to 1) leave the XM antenna balled up in the passenger floorboard (discovered later by Brian Service Manager) to have been pulled hard enough to break the XM antenna feed 2) leave the XM FM module disconnected behind the radio. After watching a YouTube video I was able to reconnect the XM FM module by taking the dash apart. Took me about an hr, and this is the first time I had done this....initially I had thought I was the installer of this but after pulling the center console cover I remembered that was wired in by a professional installer who installs equipment for my company. The XM antenna was installed by me initially as it was once on the outside but was causing damage to my paint so I moved it inside. Everyone knows that these XM antennas can't be shortened and then spliced back together or even soldered, so if the run is short all that excess gets tucked out of eyeshot either behind the dash or under the carpet. During my short conversation this time around the guys whom I still have no clue what dog he had in this race chose to speak up....telling me that since I installed it I could install it again. He said that to me at least twice before I greeted him with a go F yourself and I did say the word....I will not tame this to make myself look good nor with I say these did something they didn't. I've dealt with bullies before, bullies rarely find someone willing to stand against their mouth and their so called bravado....I however will not back down to a bully and I'm more than capable of responding in kind if a bully feels they need to get physical....fear is not something I suffer from. After I said that to this guy, Isaiah (I think that was his name), he said that if I kept speaking as I was about the incomplete shape of my vehicle that took 7 hrs to not complete, that he would have to do something to shut me up (I consider that as a threat to myself) because I was upset about Autonation Toyota Mall of Georgia failing, no actually refusing to return my vehicle to me in the time they had originally given, via Crystal. I was told by Isaiah that what Crystal had given me for a time frame was invalid because it didn't come from Steven....however I never spoke or was informed I should speak to Steven about anything, only spoke to Steven on the phone after waiting 5hrs and half hrs with no word. After Isaiah threatened me, I took two steps toward him and told him that I'd move two three feet way so he could fulfill his threat and shut me up at my displeasure in my service. Isaiah choose to then step toward me so that when he spoke his mouth was spewing spit into my face....I simply said he should make his move instead of running his mouth....he did nothing. He backed away and I asked to speak to a manager who was then standing behind me, he asked me to walk outside and I heard Isaiah and Steven laughing as I walked out....pretty sure they were laughing at the positivity they knew that management would do absolutely nothing for me, the upset customer, and I would eventually leave having received unfinished work and having been lied to by Steven and threatened by Mr Thug Isaiah. It was this Service Manager who saw that my XM antenna wire was broken and even though he said he would get me a replacement, I feel pretty confident that based on the employees feeling it's acceptable to refuse to fulfill their work that the management at this dealership are the reason who customers are met with excuses, lies, damage, and hostility. Every customer service advisor knows to give the customer the maximum time an install will take, as the idea is to finish in that time frame and hopefully before so the customer leaves feeling good about the visit....they don't give a time for a job that wasn't discussed with all staff at the establishment of that task and if something comes up upon doing the work that you know will add time and possibly cause you to run over, then you call that customer.....never run over by an hr and half and then treat that customer like you don't give a crap....because they will in turn not give a crap about your emotions themselves. 7hrs and I now have to fix myself what they failed to reconnect upon installing the new dash. I will be sending a similar message to Toyota Corporate. Hopefully some way I can cause some kind of corrective action in that business....otherwise they will eventually be named by another name. Luckily there are Toyota dealerships closer for me to visit....these guys at Autonation have lost this one....and from now on my shared comments on Toyota Mall of GA will be blatantly negative.

Stacey Hinson Feb 12, 2017

Yesterday, 01/03/17 was my first time getting my car service at Auto Nation being that I just moved here from Savannah. I wasn't greeted in a timely manner so that initial set the tone for the negative experience. My adviser was friendly and I believe he treated me with respect the best he knew how but I felt like it could have been better. I thought I needed an oil change since my car maintenance light had been on for a couple of weeks but instead the only rotated my tires, top off fluids and made a few recommendations. I just bought my car last year and was told that I will received two year free of oil changes and tire rotations but this is not the case according to what I found out yesterday. I was upset about hearing this and I felt that more could have been done to satisfy me as a long time customer of Toyota. It took forever to rotate my tires and then when I got back to the car, the car was not vacuum out on the inside and was not washed on the outside. I also notice a strange and unpleasant odor once I got back in my car. While waiting on my car to get done, I went in the car sales department and hopes of finding someone to help me in looking at some Suvs. After the service desk girl page someone, a guy finally came to assist me about 15 minutes later. I told him that I would be soon trading my car in for an Suv due to my family getting larger. Since I was not going to trade in on that day, the guy barley wanted to help me and did not stick around long to answer any other questions. On yesterday, he could have easily sold me a car just buy answering some questions and sticking around while being friendly. I am accustom to getting my car service at Savannah Toyota where they have great customer service skills and they know how to treat customers. Auto Nation was a complete different and negative experience and I will NOT be going back as I feel like they did not appreciate my business and treated me with neglect. Top management, please train your crew to treat we the customers better because WE are the reason you guys are in business. I hope this is a wake up call to some of the managers that are ignoring these types of complaints.

Todd F Jan 4, 2017

First off, I love my Prius. My mother has loved her Prius since 2008, and I'm sure my husband will love his new Prius. We purchased my Prius about a year and a half ago. My husband and I hadn't really been thrilled with certain things about your dealership from early on, like the difficulty I've had with getting Carol to call me back about the leather on my seats which needs to be fixed. (It's still under warranty, so to be honest I put it on the back burner several months ago because I was tired of worrying about it and it could wait. Not a big deal, and I hadn't been consistant about pushing the issue, but not the best customer service either. No biggy.) That's not what lead me to write a public review, though I had told others about it. A cost difference of $300 is why I am finally giving a public review. On Thursday I dropped my car off for its 30,000 mile service. This was the first service on the vehicle since my maintenance coverage had run out. The employee who assisted me (I believe his name was Bryan my car was #284) said that it would be a larger cost than a usual service because it was $30,000 service. Not a problem. He then told me what preventative maintenance was recommended. I was shocked when he said it would be a $650.00 service, but never having had a hybrid and wanting my car to last as long as possible, I agreed to the service. He was nice enough to "throw in a free car wash". I think because he saw how stressed I was about the cost. I then left with my family, and immediately told them how much the service cost since it still wasn't sitting well with me. My mother (who is a long time Prius owner) said that price sounded exorbant. This prompted my husband to Google the car manual and also find that Toyota's premium service package for a 30,000 mile service on a Prius is around $400. We then called the newer Toyota dealership in Oakwood and found that for the exact same service you all were charging us $650 for, they would do for $350. I called, haulted all service on my car, and explained why. Bryan called me back, and I explained to him that we were taking the car to the Oakwood Toyota. He asked if it was a pricing issue and I said yes, but that even if you all dropped the price of the service to match the Oakwood Toyota I still wanted to take my car to them, because they gave me the most reasonable and honest price upfront. We weren't talking about a small difference here. We were talking about a $300.00 difference, and that's just not right. So, we took my Prius to Oakwood for its service. We paid around $345 for the exact same services for which you all wanted to charge $650. While we were there, my husband ended up purchasing the brand new 2016 Prius2 he had been shopping for for months. We had planned to go to your dealership when we were ready to purchase. He has made his feelings pretty clear about wanting us use the Oakwood Toyota even though it's not as convenient for me, but I don't disagree with him. I have never received anything better than so-so service from you all in the past. Even so, I don't generally make public posts on social media. However, trying to overcharge us by $300.00 was just unacceptable. At some point, I will be bringing my car back to your dealership to fix the leather on the backseats that makes it difficult to put the seats back up. But other than that, I think all 3 of us have found a new dealership for our regular services and any future car purhases in Oakwood.

Lisa Smoak Folk Oct 1, 2016

A terrible experience !!!!!!!!!!!! Started with just a simple 5000 mile check up and oil change. I had an apt for 9:15. I drove 35 miles to get there because my salesman and purchase went smooth !! Upon arriving I was greeted by the service advisor. I explained that I wanted an oil / filter change while I was there. He said it wasn't necessary ? I told him i will pay, not an issue. Well, here it goes ! He lifts the hood, looking everywhere for the dip stick ( its the big yellow ring in front of your face ) he pulls it out, looks at it, says im good. Anyway, i told him again i wanted an oil change, with synthetic oil. I ask what brand do you use ? He didn't know. He ask one mechanic, the guy says Valvoline another guy says Pennzoil, another guy says Toyota brand?? Now that's a first. We have a fleet of Toyotas for our business. I have 3 at home 2102 Tundra, 2014 4 runner, 2016 Tundra. I have had Totoya trucks since the 1st 4wd in 1979 !!! I know what going on !! I tell the guy i want mobil one. Ok !! Here we go !! I walk around the car lot looking at new Camry's for my daughter ( i would have bought one on the spot) The Tundra in question i bought at Autonation in 1 hr while buying a pice of rubber moulding for another Tundra) Not one salesman came to help, i walked all the rows for 1/2 hr. No one ??? That's a separate issue !! While walking , the service advisor calls me, ask me if i want to use reg. oil, and not synthetic ? Now i am mad ! I walk over to my truck, 45 mins after i get there, and they hadn't even started, i had an appt. Ok, so i i deal with this for a while.10mins later its, done? It takes 10 mins minimum just to change out the oil filter in a Tundra. I know !! I don't thing anything of it. Going down to Atlanta, oil light comes on, low oil pressure. I knew right away they got me !! I called and called, kept getting hung up on. Couldn't get the service advisor, no one would answer. I ask the person answering to please get me to someone and not a V.M., ITS IMPORTANT, MY OIL LIGHT IS ON ! Finally, i get a serv. mngr. Told him what's going on. Ask him to ck. my invoice for the amt. of oil they put in . 6 qts he tells me ?? It takes 8 actually 7.9. He said they never do an oil change without changing the filter. Wrong. I went straight to a mechanic. The oil was barely on the stick and the oil filter was not changed !!!!! The guy calls back and wants to send a tow truck 40 miles away, and take my truck back ?? Idiots !!!!So, be careful of these people ! They lost a customer and a new car sale.

Randy Schmidt Sep 22, 2016

This is the note I sent to the Toyota survey I had a warning light come on my car on a Sunday morning. I was 500 miles from home. The owners manual stated to turn off the car immediately and call the dealer. The light stated it had to do with 1 of 4 things one being the hybrid system or the transmission. Sounded serious. I decided I needed to drive to a dealer and they were all closed on Sunday or just the sales department was open. I then tried to call customer service and I had to find the number from the Internet it was not easily found in the manual. I called customer service and the lady stated all she could do would be to have it towed to the dealer. They did not have any technicians available to talk me thru the process or to help me understand the warning. This needs to be corrected. Toyota should have someone to talk to the customers on weekend holidays and after hours. This being said I would not getting until some time Monday after the dealer looked at the car. The car seemed to be running fine. The car only had 1000 miles on it and I had just purchased it a month ago. I decided to drive it home. I tried to stop at dealers along the route home and no dealer was available. I brought it straight to the dealer at home and it seemed to be running fine but the warning light was still on and no change in the light. I left the car in the night drop and a note stating the situation. The dealer called me the next morning and let me know the light was on due to the gas cap being loose at one one time. I had checked the cap and it was on tight, apparently the dealer has to reset this. The cost to reset it is $80 and it was not under the warranty. This is ridiculous that the car would not reset itself if the cap were put on tightly the next time or by resetting a setting inside the car like oil changes and tire rotations. The dealer stated that is just the way it is and that was this way in all of these cars. I believe this should be changed and if the dealer has to reset it they should do it at no charge. They did wave the $80 charge for this visit. The warning light should be different and it should state the gas cap is not on properly. The owners manual should also state this as well as give you the customer service number. Toyota needs to have a technition available by phone 24 hours a day 7 days a week. This is just my opinion. Something needs to change. Thank you

Dianne Poulos Sep 17, 2016

I had a warning light come on my car on a Sunday morning. I was 500 miles from home. The owners manual stated to turn off the car immediately and call the dealer. The light stated it had to do with 1 of 4 things one being the hybrid system or the transmission. Sounded serious. I decided I needed to drive to a dealer and they were all closed on Sunday or just the sales department was open. I then tried to call customer service and I had to find the number from the Internet it was not easily found in the manual. I called customer service and the lady stated all she could do would be to have it towed to the dealer. They did not have any technicians available to talk me thru the process or to help me understand the warning. This needs to be corrected. Toyota should have someone to talk to the customers on weekend holidays and after hours. This being said I would not getting until some time Monday after the dealer looked at the car. The car seemed to be running fine. The car only had 1000 miles on it and I had just purchased it a month ago. I decided to drive it home. I tried to stop at dealers along the route home and no dealer was available. I brought it straight to the dealer at home and it seemed to be running fine but the warning light was still on and no change in the light. I left the car in the night drop and a note stating the situation. The dealer called me the next morning and let me know the light was on due to the gas cap being loose at one one time. I had checked the cap and it was on tight, apparently the dealer has to reset this. The cost to reset it is $80 and it was not under the warranty. This is ridiculous that the car would not reset itself if the cap were put on tightly the next time or by resetting a setting inside the car like oil changes and tire rotations. The dealer stated that is just the way it is and that was this way in all of these cars. I believe this should be changed and if the dealer has to reset it they should do it at no charge. The warning light should be different and it should state the gas cap is not on properly. The owners manual should also state this as well as give you the customer service number. Toyota needs to have a technition available by phone 24 hours a day 7 days a week. This is just my opinion. Something needs to change.

Dianne Sep 17, 2016

I purchased a used truck from them on Thursday. Later that day as I was driving down 85 South,at 65 mph, with my child in the car, the back, passenger side wheel came off the truck. Luckily I was able to drive the vehicle off of the road and no one was harmed. I called the dealership and they did send someone to pick us up and a tow truck. Upon returning to the dealership I was given my check back and was assured that it had not been processed. They were unable to give me my car that I had traded just a few hours earlier because it was locked up in service and they had gone home for the day. They gave me a loaner to get home and assured me that the general manager would be in touch first thing in the morning to "make this situation right." At noon the following day I had still not heard a word from them, so I called the general manager myself. He asked if I wanted the truck if they fixed it and I declined stating that at the moment I just wanted my vehicle back. He said I should come get it and that for my trouble he would fill my car with gas for me and give me a gift card to a restaurant. Really, I was surprised that this was their idea of making the situation "right" but being grateful to be alive and still in shock over the whole ordeal, I just wanted my money and my car back. Upon arriving 45 minutes later he asked me to come to his office where he proceeded to take a phone call while I sat there. He then assured me that the entire transaction had been cancelled and that my check would not be processed. He also stated he would have to mail me that gift card and walked me to my car. He had not filled my gas tank as he had previously stated that he would and offered to do it at that time. I didn't have time to wait and I was so upset that he didn't seem to be taking this whole thing very seriously that I declined his pathetic offer and left. Today I was shocked to find that after all of that, they did in fact process my check. I called the general manager and he told me that he would get to work on refunding my money first thing in the morning. While being beyond grateful that my child and I walked away unharmed, I am completely dissatisfied with how this situation has been handled by the dealership that I have been doing business with for over 10 years.

Amy Jones Pavlik Sep 4, 2016

Well, I wasn't going to write anything but Autonation insists. I paid cash for a car about a year ago here. Within 1 year, the battery died. Knowing that batteries usually come with a warranty, I called the service department to get more info. The man I spoke to was quick to tell me they don't offer warranties on batteries. I explained any auto parts store branded battery offers the warranty as standard and his response was "Well, that's Autozone, not us." That night I removed the battery and put it on a charge. Right on the Toyota battery it stated a 60 month warranty. After some research on my part, I found the 60 month warranty is prorated. Since it had only been 1 year, it should be 100% covered. The next day I called parts and explained the situation. The guy told me that the person in the service department didn't know what he was talking about. He was very helpful and looked up my info and verified that the battery was under warranty. I told him I could come there and and exchange the battery since it wasn't holding any charge. He insisted that the service department would take care of this for me and it would be covered 100%. I talked to the service department and went over everything to make an appointment. When I arrived, the service manager seemed reluctant to help but agreed that it's covered under warranty if it would go through a 3 hour test. They looked busy so I offered to do the swap myself since I had all the tools. They insisted the would take care of it no problem and had me sign several things saying $0. Well, 3 hours later, I asked if they had an update and I was told (without the guy checking) he didn't know and hadn't heard anything but would let me know when he did. I told him I needed to go back to work and would pick it up when they were done. They called me a couple of hours later and said everything looked great but then proceeded to tell me I had a balance. I was confused since everyone said it would be $0 and they insisted they do the swap even though I was more than willing. I politely stated that I signed several things saying $0 and nobody mentioned a labor charge until now... after the work was completed. The service manager insisted that it was such a small amount and that I should pay it! I pushed back again and was ready to discuss integrity and transparency. After he insisted I pay several times, he said "Fine, I'll cover it." He also blamed some of the information I received on the parts department. It's not the customer's problem if the departments are working against each other. Figure that out internally! Anyway, all of this could have been resolved by simply letting me do the battery swap in about 5 minutes. Instead, it took about 5 hours of waiting, several phone calls/conversations, arguing, and the service dept trying to sneak a charge in after the work was completed.

Matthew Redd Aug 12, 2016

*** Update.. I called the General Manager like the response below said to do. Left a message and have yet to receive a call back. No surprise there... I need to first say I love Toyota vehicles. I'm on my third Tacoma, first Highlander and about to purchase my first Tundra. They are the best vehicles out there. Toyota Mall of Georgia (Autonation), however will never get my business again. When we leased my wife's Highlander from Toyota Mall of Georgia, we have had nothing but problems from the customer service at this dealership. First, it took forever for them to get us the correct paperwork to get our tag. So long that they had to send me another 30 day tag only after I had to make numerous calls to get them to. Second, I had to track down the method for making my payments. I didn't receive the paperwork about where to send the payments until about two weeks after the first payment was due. I thankfully tracked down that information on my own before the payment was due. Third, when we leased the vehicle we were up sold on a service package that we were told would cover all routine maintenance, including brake pads for the entire lease. The finance manager went to the extent of telling us that Toyota really liked this especially on leased vehicles to make sure all the maintenance was done at a dealership and on time. Made since but that wasn't the case at all. The service pack ended up being nothing like we were told. Toyota automatically gives you complimentary service for the first 25k miles. At the last service we were told that we had no service pack that covered routine maintenance and only covered things that we likely will not need before we return the vehicle. I have since called Toyota Mall of Georgia a total of ten times to get someone to help me understand this mishap and hopefully get it fixed since it is something I have been paying for. I have yet to get a return call from anyone in the finance department. I even had a salesperson call me about my interest to purchase a Tundra and I told him that I needed help with this matter. He told me that he would personally have the finance director call me which hasn't happened. He even said that they are committed to providing excellent customer service. Well it hasn't been that way from the beginning and it doesn't look like they will be changing that anytime soon. I will never buy another vehicle from this dealership or any Autonation dealership as all you are is a number and once they get what they want from you they could care less to help you if needed.

Russell Hawkins Aug 11, 2016

Such an awful experience so far, i would give this a lower rating if i could, i went on March 14th to look at a 2009 used mini cooper (105,000 miles), the transaction was great and smooth and Willie informed us that they just did a full all around check on the vehicle and everything was a complete go and it was completely safe to drive because Auto Nation Toyota is all about "safety"!. Even showed us the service report. That won us over and thought great! We ended up buying the Mini Cooper with intent that what he said was true (by all means Willie was a great sales man) because those are the facts that were presented to him. Three days later, i called back to complain that the air wasn't working and with awesome customer service Willie said just bring it to the service department and they will fix the issue, We got there and they told us that they would fix it but they would need to put us in a rental car because they weren't able to look at it because they are a Toyota dealer (understandable), which might i add we got there and there power was completely out and we were told we had to come back another day. Magically the power came back on, and they were able to help us after all., great! After waiting for a good hour by our car for them to even take our information, i kid you not, an hour. They finally took our car back to look at it. After a couple hours went by we actually ended up getting our car back that day, they told us to bring it back if we had any issues and they would fix it. We didn't get charged for that service. Now it is 3/28/2016 and we have had the car for 2 weeks today, not even put 300 miles on the vehicle and we have actually had to take the vehicle back for a second time because we get into the vehicle and the check engine light came on and it has a misfire, we then instantly reacted and took it back to AutoNation Toyota Mall of Georiga to only get a call this morning about how they cant fix it they need to send it to BMW and we would have to pay the cost for the repairs. SERIOUSLY?!?, So if thats the case, (if i were to bring the car back if they air were to mess up again, i would have to pay for that too?) I have then got on the phone with the service department manager, Joe, and spoke to him about the issue, he advised that he was just following the policy. We then called and spoke to the Sales manager who was A COMPLETE ASS to me on the phone and started threatening me with legal terms and telling me they dont have to fix anything and so on... I kid you not this guy shouldnt even have a job with your company, he provided me with the worse customer service ever, he could have nicely explained the terms instead of being a complete ass to me the whole conversation. My question is to you as a company is, IF you all are about safety on your used vechials then why did you all sell me a defected car? Why do you have your sales people provide false information when selling a car? I have a 4 year old daughter that was in the car at the time, what if they became a risk for the "SAFETY" of my child or any other child's "safety"? That would be bigger legal actions for your company! Its pretty sad that my last purchase i bought a car from a different private dealer and had the worst luck with them as well. I told myself i would never deal with another private dealer again and i would only go to actual dealership from here on out. Unbelievably i have experienced the same customer service with your company as i did with the others. Now im left to only but feel who can i even trust to buy a car from now? Obviously not Auto Nation Toyota Mall of Georgia because they cant provided the "GREAT CUSTOMER SERVICE" they promised since before i even signed for the car. I would never step foot at this dealership ever again and would NOT recommend buying any car from this company ever again.. You have the worst customer service and the worse used sales manager. Thanks for selling me a defected car and providing defected customer service and safety that you failed to provide for myself and my family.

Kristin's Biggerstaff Mar 28, 2016

It has been a few years since I have used their service department. Every time I go I need to wait at least 45 minutes longer than they "estimate". Today I decided to try them out again since it has been a while. I was hoping that things would change, but unfortunately I was wrong. I love Toyotas, I always recommend them and believe they are the best cars. But even the best cars need to be serviced so they continue running great. This is where my problem lies. I went in for a 120,000 mile check up. I was told it would take 2 hours to complete, ok not a problem I will wait. 1.5 Hours later service person calls me on the my phone, doesn't bother walking back to the waiting room, and asks me if I would like to go to his desk or if I want he would walk to the waiting room. Yeah, ok, I walked over to his (Adam Brown) desk. He says that it will take an extra 20 minuted because the spark plugs they were replacing take more time in a front wheel drive vehicle than a real wheel drive vehicle. This is an absolute lie, but to not make him feel like an idiot I did not say anything. What is 20 minutes? I can wait that extra amount. He also tells me that the car could use a bunch of services which would total around $2,300. I tell him no thank you, they are not urgent and I doubt they are needed. After waiting a total of 3 hours I decided to walk up to his desk to find out what they delay was. Oh yeah, your car is ready, take this paper to the cashier and I will have someone drive your car to the front. After paying for their services I still need to wait another 10 minutes before they drive my car out. This is completely unacceptable. If this were the first time I would have to wait so long, I would think it were a rare occurrence. But this happens every time I go. Since I have two Toyotas, I have gone there at least 10 times. And I do not exaggerate when I say that I always wait at least 45 minutes longer than they estimate. Even if I just go for an oil change. I will not be going back again. Every single time!

Zigurds Dzenis Oct 26, 2015

Auto Nation Mall of Georgia 3505 Buford Drive, Buford, GA 30519 My husband and I purchased a 2015 Toyota Prius in August 2015 from a great Salesman name David Brinkley (the nicest sales person ever). The sales experience was an experience that was to rave about. David was honest throughout the process [I wish I could say that about the finance office and the tag office]. My husband and I were flying out back to Maryland when the deal was finalized with the dealership, and to avoid my husband and I from missing our flight David brought the paperwork to the airport [Above and beyond]. While at the airport my husband and I completed the necessary paperwork. The only requirement that my husband and I had was to have Maryland state taxes and tags included in the contract and GAP insurance. During the signing of the contract it was told to us that everything was taken care of (ie taxes, tags, and GAP insurance). To my surprise the only thing that was taken care of was the taxes. The tags and GAP insurance was not included in the total price of the car as we request throughout out the whole process. I called up to the dealership to remedy this situation and but my phone calls were not returned. I called Kim in the tag office and none of my phone calls were returned. I called Aaron Dunford, Sales Manager, and have not received a phone call back at the time of this posting. I also called Auto Nation Corporate office and I have not received a phone call back to try and resolve this issue. If there was a way to give this dealership negative stars based on the way they did not include my GAP insurance and omitted my tag fees in my contact I would. It appears once the deal is signed then the after care of the customer is non existent to this dealership. The sales person cannot handle every aspect of this dealership. However, David would get a million stars. I am disappointed because I completed a great customer service survey for this company because of my pleasant experience with David Brinkley. Had I uncovered the lack of professionalism with other facets of the poorly ran dealership, I would have outlined all of the issues addressed in this complaint. I would not go back to this dealership to buy a car, this is sad because David was awesome.

Audrey L. Townsend Sep 21, 2015

My husband and I purchased a 2015 Toyota Prius in August 2015 from a great Salesman name David Brinkley (the nicest sales person ever). The sales experience was an experience that was to rave about. David was honest throughout the process [I wish I could say that about the finance office and the tag office]. My husband and I were flying out back to Maryland when the deal was finalized with the dealership, and to avoid my husband and I from missing our flight David brought the paperwork to the airport [Above and beyond]. While at the airport my husband and I completed the necessary paperwork. The only requirement that my husband and I had was to have Maryland state taxes and tags included in the contract and GAP insurance. During the signing of the contract it was told to us that everything was taken care of (ie taxes, tags, and GAP insurance). To my surprise the only thing that was taken care of was the taxes. The tags and GAP insurance was not included in the total price of the car as we request throughout out the whole process. I called up to the dealership to remedy this situation and but my phone calls were not returned. I called Kim in the tag office and none of my phone calls were returned. I called Aaron Dunford, Sales Manager, and have not received a phone call back at the time of this posting. I also called Auto Nation Corporate office and I have not received a phone call back to try and resolve this issue. If there was a way to give this dealership negative stars based on the way they did not include my GAP insurance and omitted my tag fees in my contact I would. It appears once the deal is signed then the after care of the customer is non existent to this dealership. The sales person cannot handle every aspect of this dealership. However, David would get a million stars. I am disappointed because I completed a great customer service survey for this company because of my pleasant experience with David Brinkley. Had I uncovered the lack of professionalism with other facets of the poorly ran dealership, I would have outlined all of the issues addressed in this complaint. I would not go back to this dealership to buy a car, this is sad because David was awesome.

Diane Nash Sep 21, 2015

Audrey Townsend Sep 21, 2015

I purchased a used truck which had hidden damage and the dealership did everything they could to not own up to the damage. Mike Williams the Manager is a [non-permissible content removed]. They call him there fearless leader. Its because if you have any issues he will make it as hard as possible to not accept responsibility for there mistakes and dishonesty. He just plays the blame game. Once you purchase a vehicle they don't care anything about you anymore. Its all about taking your money. They charged me $2700 dollars for a warranty and stated they were not making anything they were just taking care of me. But when I called other Toyota dealerships and USAA they stated they overcharged you. And if they told you they were not making money that was just complete dishonesty. They took advantage of a disabled older woman. First truck I was given I took to a mechanic and he said they sold you a truck that needs a lot of work. And the mechanic stated you will have nothing but problems with this truck. Second truck they sold to me at night and had hidden damage. And the truck has issues. It doesn't drive well. I can't even begin to tell you how dishonest this dealership is. It took them weeks after the dealership tag was expired to get a tag. I had to contact them about getting the tag over and over again. They never requested the tag or title. USAA stated they should have already sent you the tag and USAA the title for financing the truck. They owed me a refund that they stated was sent out on the first of July. I never received the refund so I had to contact them several times in regards to getting the refund. Never received the refund. So I talked to tag and title and they sent me a second check. I received that but still have never received the first check. It was never sent out. I asked Karol in customer care about the refund check. Why did she send a check out without tracking. I've never ever received any check from anyone by mail that did not send it certified or with tracking. This was a large check. Next check was sent out by tag and title department and did come certified. I still never received the check from Karol in customer care. The week after I purchased the truck there were issues with the truck and they stated go talk to this department and that department. And when I would do what they asked everyone just sat there doing nothing and stated go talk to this department. After being run all over the place I received no answers to why my truck had the issues it did. Windshield was broken under the wiper blade and I brought this to there attention and they would not fix it. They knew the damage was already there. Its all about the money not about the customers. And the service department did several recalls on my car and they told me I needed additional work on my car. Then a second recall was done months later and they stated I needed the same work. How many water pumps do I need to replace in a year? I was told buy a mechanic that works for Toyota that that's how they make there money on recalls is by telling people they need service done on there cars. Well when they told me I needed a new water pump after I already had one a few months back on the first recall. They realized they made a mistake and didn't look that I had already had one replaced by Toyota and they stated "OH MY MISTAKE ITS NOT LEAKING" So anyone that thinks that Toyota is taking care of you that is not always the case. DO YOUR HOMEWORK. I asked for all my parts on the second recall and I was told you didn't need a water pump the first time by a mechanic. I was also told two mechanics had been fired by stating they were doing work that they had not done. This is a very dishonest dealership. Do your homework before you even decide to walk out of the lot with a used or new car or service they state you need. They look at everyone that comes into there shop and decide what they can do to make money off of them. I see that a lot of reviews state they gave them good deals. Well they overcharged me but made the paper work look like I was getting a good deal. They push these cars on you. They insist you take the vehicle home the first day you look at it. Its how they stick you with the vehicle. They told me the second truck was a loaner truck but had all the paper work typed up. I told them I need to talk to USAA on financing. They stated USAA could not give me better financing. But Toyota is certified with USAA they actually know I can get a discount for purchasing a car from there dealership. Again all hidden information. The finance guy stated he had seen USAA checks to finance the vehicles but he didn't know what it was about. Another dishonest employee. USAA stated Toyota MAll of Georgia knows all about there certified cars with USAA. I can't believe how many rude and dishonest people work at this dealership. I trained customer service for years. These employees are taught to take everything they can from you and make you think they are taking care of you. I had window covers put on my truck they smeared glue that is permanently on the truck and they scratched my truck up and the covers bad. The neighbor across the street took her car in for service and the oil cap fell off the car after going down the highway that day. And then they wanted to blame her until she got loud. She is a very good business person. So she had to trade the car in at another dealership because she was afraid the car was damaged. The car smoked bad after the oil filter fell off the car. If you look at reviews you will see that other customers have had issues with this dealership on google and BBB. I feel like I got robbed from these people. Now I'm stuck with a lemon. Contacted the BBB and filed a complaint and they stated they always get responses from businesses but they stated Toyota has yet to respond about anything. They stated that a dependable business would have replied but they keep records of all there complaints and it would show they did not respond to the complaints. I canceled my warranty a month ago and I'm still waiting to get my refund back. USAA stated they can give me the same warranty for almost half as much. But I'm sure I will be having to contact Toyota over and over to get my refund check. I was also told they have personal friends and family that send out the positive reviews to bring there sales up. I don't like sending out negative reviews but this dealership had just pushed me to the point that I just had to let customers know that there are other dealerships that never treat you like this. I've purchased many cars from dealerships and have never once had any issues with them. Please don't allow this to happen to you. Its been just one big nightmare. And now I'm stuck with a $30,000 damaged car.

lindafishback Aug 12, 2015

My husband purchased a Tundra about a year ago and has it serviced at Auto nation Toyota and raves about the people there. When it came time for me to trade in my Escape, I decided to try Toyota since my husband is always please with their service. On 7/5/15 I purchased a used Camry Hybrid. On the test drive I asked if the car had the "push to talk" feature (Voice dialing/Voice command) as I do a lot of business from the road and it's vital for me. My sales rep Coco stated it had blue tooth and the phone buttons on the steering wheel so yes, that feature was part of the car. I liked the hybrid but I wanted to add navigation and leather to it so I worked that into the deal for them to install it. My husband and I purchased the car and drove home. We were very please with the fuel economy of the vehicle. Upon confirming my appointment to drop off my car to have these items installed I spoke with Coco again on Thursday and I asked her about the "push to talk feature" because I couldn't seem to get it to work. She said she would look into it and get back to me. I also asked about our refund check too. Again, she told me she would get back to me. I received no phone call from Coco until my son dropped my car off at Toyota on Sunday. Coco called me about insurance and while I had her on the phone I again asked about the voice command. She asked me if I had the arrow buttons and the phone buttons on the car. She stated she didn't know the model of my car well but if I had those buttons I had the voice command and that when I came in to pick up my car she would show me how to use it. I asked about paying additional for a back up camera to be installed and she said she would look into it. This morning Coco calls me and informs me we can install the back up camera for addition monies and I agree to bring a check up to the dealership. Once again, I try and confirm that she will be able to show me how to use my voice command. She says she needs to go out to the vehicle and look at it since it's been a . I'm a bit confused at this point but I don't say anything. About an hour later she phones me and states my car does not have the voice command feature and it cannot be installed. Again, I reiterate to her how important this feature is and it would've been a deal breaker had the correct information been conveyed to me during the test drive. I further explain I'd like to cancel the deal. At this point in the conversation she hangs up on me. I call the dealership back and ask to speak to the general manager. Naturally "he's in a meeting" but the receptionist was happy to take my name and number to have him call me. A few moments later I receive a phone call from Ramone, the sales manager. Ramone was calling to explain the difference between blue tooth and voice command. At this point I'm extremely frustrated and Ramon and I get off on the wrong foot but we did turn the phone call around and he agreed to do some research on my issues. A little while later he phones me and tells me he's certain I cannot have the voice command feature installed in my car. At this point, I don't even know what to say because this literally will impact my daily work so I ask him what his suggestion is to solve this issue because clearly the item I purchased was misrepresented not to mention the sales rep hung up on me. He did not have a solution for me. I am quite remiss that my experience was horrible and no one in that building had a solution for my problem. I will never buy anything else or recommend this dealership to anyone. Sadly, this experience has also ruined my husband's viewpoint as well and he will not buy any more of their trucks for his business.

Joanne Reuss Jul 13, 2015

First you will see all the positive reviews here and rush to AutoNation. Be careful..... My experience has turned me off to Toyota dealerships. (This is our second bad experience with Toyota dealerships in GA in 2 years). I will likely join the popular crowd and seek out CarMax (or the nice Subaru or Nissan dealerships I visited) next time. Here is my summary: I found a car that I really liked and drove 45 min to the dealership to see it. When I realized that I like the car, I asked for a quote. They gave me the wrong price on the car (did not realized that their own prices included dealer fees!) so my husband and I left. When we realized that they had messed up we tried to contact the salesman and left messages with him that were not returned (though he has sent us NUMEROUS emails since we purchased the car from another salesman). Oh yeah, and because of CarMax, this dealership won't negotiate with you (although I know plenty of others that will still). So we drive back out to get the car. We were told another car was available on the lot that we were also very interested in and then came to find when we reached the dealership that the car was not there! (They drove around for 15 minutes to find it first. Don't you know if you sell a car before you offer it to someone?) We decide then to purchase the original car we looked at, it is "detailed", and we leave. Mind you this was at night. I wake up the next morning, go out to my car, and there is a white streak on the drivers side door where the door meets the backseat door on the same side. NO ONE WAS PARKED NEXT TO ME! I thought this was wax on the car from detailing. Turns out it is paint and there is paint missing from the inside of the door. My husband and I were livid! We couldn't see the white mark at night and can't believe the dealership didn't take care of this or disclose it before we bought the car. They offered us touch up paint but the 1.5 hour drive round trip is not worth a bottle of touch up paint. Finally, a month has gone by since we bought the car and I still have not received my plate or registration. I called the tag department at the dealership twice to determine what happened and no one returned my calls. Finally I got through to them last evening (given my temp tag expires today) to find out they submitted the application late (11 days after we purchased the car). THEY TOLD ME AFTER THIS THAT I HAD TO GO TO THE TAG OFFICE AND FIX IT!!!!! The only perk to the experience was the salesman that ACTUALLY sold us the car (with the exception of the poor detailing/failure to disclose the marring on the drivers side door).

Courtney Swadley Feb 5, 2014

Please note that I have bought many cars over the past 10 years. Apparently Toyota Mall of Georgia has reverted to "traditional sales tactics". When we bought our Scion a couple of years ago, my wife and I had a good experience here (Patrick Berwise was our salesman), but upon returning Jan, 2014 and looking to trade it in on a RAV4, our salesman Darryl Skinner, defaulted to traditional (and surprisingly rude) sales tactics. First of all, they refused to honor the "Truecar" price. While this is sneaky (as it encourages shoppers to come in to the lowest price dealer first - then switch up the price), I was somewhat okay with this and understanding (on the off chance it was a glitch). It ended up that the dealership had sold all of the vehicles that we were looking at (clearance 2013 RAV4s).While my wife and I were prepared to wait until 2014s were on sale, Darryl located a 2013 at another dealership (on his own accord) and offered to have it transferred (which was a nice gesture). However, once we started putting the deal together, we were offered the absolute lowest price (of any dealership) for our Scion trade-in (which remember, we had bought AT this dealership) . Upon asking for at least the same as competing dealerships (especially since it was bought AT that dealership and they could certify it as a CPO), Darryl absolutely refused. He said that he wouldn't "strip out a deal on a vehicle that would have to be brought in and risk getting a bad review in order to make a deal happen". (for those that don't know, salesman count on top scores on those reviews in order to get bonuses). This strikes me as odd, because at no point had my wife or I been angry or given any reason for him to think that we would give a bad review. Anyway, between not honoring the Truecar price, not offering a comparable trade in value, and not being willing to work towards a mutually acceptable price, we feel as if we were treated very rudely (because we weren't a "moneymaking" deal) and will not be visiting this dealership again. The funny thing is: Had Darryl stopped and thought instead of getting defensive, he would have realized that my wife and I were willing to wait

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