I would not recommend this dealership at all. The salesperson I dealt with was wonderful and I would give him five stars, but he was let down by his colleagues and bosses.
The Financial Services Manager had very poor business etiquette, poor communication skills, no time management skills, and no respect for customers’ time. She was supposed to send some information to my insurance agent the day before our morning appointment, but an hour before our appointment I called and she told me nothing has been sent yet because the office fax machine was broken. She should have tried to resolve this issue the day before! She did not seem very sure about whether there’s a certain insurance clause in the lease contract and did not offer to confirm or find out more information when I asked. She told me if I was concerned I should just go buy more insurance coverage myself. What’s worse, I made an appointment and showed up at the agreed-upon time, only to find that someone else had cut in front of me. The only thing the Financial Services Manager said to me when I arrived was “I’m with another customer right now”. I found out that this person had an appointment at a later time but showed up at my time slot, so the Financial Services Manager took him in and made me wait instead. I made an appointment, yet I was ignored and left waiting for an hour.
I complained to the General Sales Manager, but he was very defensive. Although he apologized, he was making excuse after excuse. I could not sense any sincerity in his apologies. From his attitude, I could tell that he really didn’t think that making his customers wait and wasting their time is a big deal. Why am I paying so much money to be neglected and brushed aside? So I decided to walk away. I walked into the Financial Service Manager’s office to get my deposit back, and the first thing she said to me was “what’s the problem?? ” She did not apologize, nor did she look regretful at all.
Both the Financial Services Manager and the General Sales Manager displayed very poor attitude. They talked back, sometimes even very rudely, to my comments. I felt that they simply didn’t think they did anything wrong, or they just didn’t care (“if you want my car, you just wait there until I have time for you” attitude). I tried to communicate this issue to the general manager of the dealership, and was treated very poorly as well. He immediately took the side of his staff and tried to defend them. Our conversation lasted about one minute, and it was one sided as he did not offer to listen to what I had to say, and then he shrugged and walked away. The general manager made it really clear with his attitude that he had more important things to do than listening to customer feedback to make his dealership a better one to increase sales and retain more customers. These people have not the faintest clue what customer service is, and they don’t care.
I would strongly suggest anyone wanting to lease or finance a car to stay far away from Granville Toyota, unless you want to pay big money to be treated like a “nobody”. If you’re not buying an expensive car, I don’t think they care about doing business with you. Save your time and go elsewhere.
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