***An Update***
Most companies say they are “under new management,” but nothing actually changes. This situation was different. The manager followed up with me first thing this morning, apologized sincerely, and assured me that improvements are being made. I was genuinely surprised and grateful to see real action being taken.
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Today I brought two of my Toyotas to this dealership. I have purchased three vehicles here because the service used to be excellent, but the quality has declined significantly.
I was informed that my Grand Highlander had a recall that would take about four hours. I dropped the vehicle off around 2 p.m. and received no updates. When I called at 6:20 p.m., I was told it would not be ready until the next day, which does not work with my travel plans.
During this time, instead of focusing on completing the repair, the team repeatedly sent videos promoting additional services. This only reinforced the impression that upselling has become a higher priority than actually working on the vehicle.
Although they said the issue would be escalated, the general manager has not taken meaningful action.
After purchasing three new Toyotas here and hearing similar complaints from others, I am disappointed. Going forward, I will take my vehicles to the Evans or Atlanta locations, even though this dealership is more convenient.