Recent Reviews from AutoNation Toyota Thornton Road

I made an appointment on Saturday to bring my car in today for a recall and other issues that I was having. While on the phone with the receptionist, she was loudly sighing and acting like my issues were not a big deal, but whatever I chalked it up to maybe she wasn’t having the best day. I gave her a list of all of the issues and the appointment was set. My husband took the car for me so I wouldn’t have to sit in a waiting room with 2 toddlers for an unknown amount of time. When he met with the technician, the guy actually tried to convince my husband that my car had been in an accident and that’s why my hatch wasn’t working properly. My husband assured him that the car had never been wrecked and the guy actually tried to argue with him about it! When my husband started addressing the other issues, the tech told him that he was adding things to the appointment and that another appointment would have to be made because they didn’t have time for it today. My husband informed him that this was all brought up when I had made the appointment. Either the receptionist didn’t note it or the technician was lying. So here we are, my husband was there for 3 hours today and nothing was fixed. We were expecting the recall issue to be repaired as according to the email we received, parts should have been on hand and if they weren’t, they would order them and then we would schedule an appointment. Now we have to make at least 3 additional appointments to have problems fixed. 1 for the recall and electrical problem, 1 for the hatch which miraculously fixed itself while there but now that my husband is home with the car can’t get it to work and one for the issue they claimed he “added” while he was there. My husband took off work today to have this done. Now one appointment has turned in to 4 and I’m supposed to handle it with 2 small children in tow and no way to leave the facility. The technician was rude, condescending and treated my husband like an idiot. Newnan and Marietta are sounding really good right about now.

Annah Gladden Hamby Jan 15, 2019

Horrible! I purchased the Toyota CHR 11/20/18 at this location. I worked with Brianna and she was cool. However, the manager Kelvin is a liar! Kelvin assured me the Toyota CHR XLE 2019 came with remote start. My choices were btwn this and 2018 Honda Civic. I specifically asked him, "If I am in the home and I want to start up my car will it do it?" He said, "Yes, the car has everything you need including this light on the ground that says CHR." Brianna and Kelvin asked me several times as to what I wanted and I told them I wanted most of the feats if not all like the Honda. I mainly wanted the remote start and push to start since I am getting a new car and Honda offers these feats in their standard vehicles. The day of purchase Brianna told me she would see what can be done with the remote start when I noticed the car did not have it! I told her Kelvin assured me that the car came with it. I signed the paperwork that night b/c I did not think it would be an issue b/c they had been good so far. Brianna called me as a follow-up the other day and tells me Kelvin denied what he told me about the remote start. Brianna also researched the info by getting with one of her colleagues and they informed her the car does come with remote start but it is in the next trim (Limited) and that it would be an increase of $5k. I confirmed with Brianna that I was trying to stay w/in a certain budget as I just purchased a home and did not need higher car payments. I reached out 11/27/18 to Brianna to confirm if Kelvin would be willing to do anything due to the misinformation he provided. Kelvin calls to argue stating he did not say the car had remote start. Calvin, my mother's husband was there when he said it! Kelvin tells me over the phone there is nothing he can do. Excuse me? Nothing. Really? He did not offer any incentive(s) or did not have any remorse for his lie! The RAV 4 my mother and Calvin were going to purchase at AutoNation is a no go! I am more so mad he is not taking accountability or ownership of the situation from what he said. Don't waste your time or money. Go elsewhere. Unprofessional and bad business!

Marla Nov 28, 2018

Horrible! I only gave 1 star b/c I could not give 0. I purchased my Toyota CHR from this location 11/20/18. I worked with Brianna and she was cool. However, the manager Kelvin is a liar! Prior to signing for the car Kelvin told me the Toyota CHR XLE 2019 came with remote start. My choices were btwn this and the 2018 Honda Civic. The Honda had amazing features but, I really wanted the Toyota considering I was a previous Toyota owner. I recently had an accident b/c someone ran a red light. I had my Toyota almost 10 yrs and no car note for about 4 yrs. The CHR is different so I was interested. The day before purchase Brianna showed me the XLE b/c I wanted features like the Honda Civic and she said she believed the car had remote start but would confirm since I asked about it. The following day I spoke with the manager Kelvin (in which I had several other interactions with him already) as he assured me the car came with remote start. I specifically asked him, "If I am in the home and I want to start up my car will it do it?" He said, "Yes, the car has everything you need including this light on the ground that says CHR." Brianna and Kelvin asked me several times as to what I wanted and I told them I wanted most of the feats if not all like the Honda. I mainly wanted the remote start and push to start since I am getting a new car and Honda offers these feats in their standard vehicles. The day of purchase Brianna told me she would see what can be done with the remote start when I noticed the car did not have it! I told her Kelvin assured me that the car came with it. She informed she would look into it while I went to financing. I signed the paperwork that night b/c I did not think it would be an issue b/c they had been good so far. I later find out Kelvin had been telling Brianna he never told me such a thing. Brianna called me as a follow-up the other day and tells me Kelvin denied what he told me about the remote start. Brianna also researched the info by getting with one of her colleagues and they informed her the car does come with remote start but it is in the next trim (Limited) and that it would be an increase of $5k but that it would also include other feats. I confirmed with Brianna that I was trying to stay w/in a certain budget as I just purchased a home and did not need my payments higher than what we agreed on. I reached out today 11/27/18 to Brianna to confirm if Kelvin would be willing to do anything due to the misinformation he provided and if I decided to return the car how long did I have. She told me I could not return on a new car. Kelvin calls me on the phone to pretty much argue stating he did not say the car had remote start. Really? So now I am just making stuff up? Oh okay. I told him he must did not understand what I was asking although I specifically asked "If it is cold outside and I am in the house can I start up the car" and he said, "Yes." I already told him I am not a person to try to get over or would even lie about something like this. This is a car that I am purchasing guy. Like seriously? I do know what he assured me about the CHR XLE I was going to purchase. Calvin, my mother's husband was there when he said it! Keep in mind he is a manager and tells me over the phone there is nothing he can do. So we hang up. Really? He is a manager? He did not offer any incentive(s) or did not have any remorse for his lie! Okay. Well, what I can offer is not refer anyone to this location. The RAV 4 my mother and Calvin were going to purchase at AutoNation Toyota Thornton Rd you can forget that! Oh no! I am more so mad he is not taking accountability or ownership of the situation from what he said. I will NOT refer anyone to this location if managers are not knowledgeable about their product(s), don't care about what they say to close the sale, and/or do not put the customer first when you don't even remember what you said. Bad business! If you want to risk being lied to do not get your car here. Lesson learned. Corporate.

marla mccray999 Nov 27, 2018

Edit: I initially rated the service department at this dealership one star mostly due to lack of communication. After I was given an opportunity to express my concerns I will say the two service advisers working on my case did a much better job keeping me updated on the progress of repairs on my vehicle. It was a complicated warranty repair and initially I was not offered a rental vehicle which was covered under the warranty. After about a week without a vehicle my service adviser did set me up with a rental. There are some areas for improvement but overall this dealership did try to address my concerns and the service department was able to repair my vehicle. I was checked out promptly and one of the service advisers took care of returning the rental vehicle for me which saved me some time. This review pertains only to the service department, as I purchased my vehicle elsewhere. AutoNation Toyota's service department has had my 2015 Tacoma for over a week and is apparently still unable to 1) repair my vehicle or 2) advise when repairs will be completed. My service adviser has been unresponsive and I always have to call him for an update. The best service I received was on this guy's day off, when his coworker (who does a great job from what I can tell) was filling in for him. The customer relations manager called me after I complained to Toyota about the dealership's service department. He was very apologetic but mostly offered me excuses for why my service adviser is unresponsive. I understand this business has a staffing issue in the service department, but that's really not the customer's fault. I considered giving this dealership another shot last Thursday after I spoke with the customer relations manager. But it's now Monday evening, I cannot get in touch with my service adviser, and I'm without a vehicle still. I regret giving these people my business and they've already wasted a considerable amount of my time. Please go elsewhere.

Jeff Nutter Nov 9, 2018

I am writing this on behalf of my mother as to advise everyone of some of the business practices that key employees are and have engaged in at AutoNation Toyota Thornton Road. This incident took place on May 7, 2017. My mom came to the dealership in hopes to speak with the finance department personnel to better understand and hopefully resolve some concerns she had regarding the gap policy she opted in through this location upon purchase of her vehicle, particularly as she needed to consider this option following a recent car accident that totaled her vehicle. After speaking with Mr. Daniel Feliciano from the Finance Department, he explained that she elected to buy the additional insurance but someone in his department made a mistake, and as a result she did not have an active gap policy. She was told that there was nothing else that could be done. Disappointed and confused she left his office. After reviewing her contract and receiving advice from her lawyer, she was advised to go back to Mr. Felliciano and obtain contact information for AutoNation Toyota’s general manager and the legal department so she could contact someone who would be more equipped to understand the legal implications of the matter. Shortly after leaving Mr. Felliciano’s office, she went back to the finance department and was received by TIM HACKNEY --- Customer Financial Services Director. When she requested that he provide your contact information he refused to do so. He told her that everything had to go through him. When she made the request again, he became very HOSTILE and AGGRESSIVE towards her. He began raising his voice and displayed the utmost contempt for her. He then THREATEN to boot her vehicle if she did not leave the premises. It is important to note that he did all of this in front of his employees, and very likely, other customers. Not one of the employees came to her rescue, in fact, all were too embarrassed to even look at her when she approached them for a second opinion. My mom felt so threatened by Mr. Hackney’s behavior she contemplated calling the police to the scene, but decided against it, and left the premises. She was so distraught by this incident that for days she felt fear, embarrassment, and sadness. To this day, she's yet to be contacted by anybody from AutoNation Toyota. She never received a formal apology about the gap insurance or the way she was treated by Mr. Hackney on May 7, 2017. We believe she deserves one. SAVE YOURSELF A TRIP and DO NOT go to this Toyota location for your vehicle needs. Following this incident, I read numerous reviews about the unprofessional behavior witnessed by various employees at this location.

TJay May 30, 2017

I am giving our sales person Troy a 4 because he was very pleasant to work with and very accommodating although he was fairly new and didn't know a whole lot about products or pricing. The management we would only give a 1 at best because of an issue that we had to come up while we were there. We were ready to purchase a Prius V after test driving and reviewing the auto nation final price sticker on the front of the windshield and Troy told us that we could probably get a better price because of the 72 hour sale they had going on but after Troy had a conversation with Winston the sales manager, Winston and Troy quickly went to the car and Winston removed that sticker with the price that we were previously informed was the auto nation price( which we have a picture of for documentation). A few minutes later Winston came up to us and informed us that the price that was posted on the windshield was their error and that he would/could not sell us that vehicle for the price that was posted by auto nation even though the auto nation stock numbers matched to the vehicle. He also told us first that he, as a consumer would really be upset at what he was about to tell us and that he understood that we were going to be really upset and we were. He did try to offer us a Prius C that would be in the price range of the sticker price that was on the Prius V but we didn't want that one after reading the reviews on the Prius C. We fell In love with the Prius V and really wanted that car but was repeatedly told they could/would not sell us that car for the price that was posted on that car, due to an error on their part. I made a suggestion that they sell us the car for what the price was on the sticker and chalk it up to a learning experience. It seemed like to us that it was starting to feel like it was a bait(Prius V) and switch (Prius C) which are 2 totally different cars. We went back on the following day because we were still upset about our experience and still are, to discuss the events with the general manager(Mohamed Babssi) and was told basically the same thing. It was an error on their part but they could not sell it to us for the price that was posted on the window. Granted, we believe that he was only told very quickly (by Winston himself) after we showed up to talk to the general manager the next morning so we aren't sure that this would have came to Mohamed's attention had it not been for our perseverance in our unhappy experience. He did comp us to a set of floor mats for the vehicle that we did end up purchasing(camry) but we have regrets about purchasing another vehicle at this location. We should have stuck to our guns and walked away from this auto nation dealership but will continue to tell of our unfortunate experience at this dealership. So far everyone that we have told including other dealerships have said in their opinion Toyota auto nation in lithia springs ga. on Thornton rd was in the wrong and they feel like we were treated unfairly and unjust. We have owned Toyota products in excess of 35 years and unfortunately due to this experience we may have to rethink our loyalty to Toyota.

Mary Campbell Apr 23, 2017

Toyota on Thronton Rd .. Blair Bridge. Is the location me and my fiancé.. we bought a vehicle three years ago .. And it was a 2005 Toyota sienna .. we have paid for the sticker price.. Twice that .. .. The sales associate at that time who got us into the vehicle a man name #Lou.. Now after three years . A few months ago our vehicle was stolen.. me and my fiancé.. we ended Coming back to Toyota.. and ended up making contact with the sales associate #Lou .. everything is different now . #Lou don't want to deal with us no more . The fact that three years ago Toyota was going to get us pre-approved for a new car .. Lou couldn't own up to that promise he once made.. And ended up setting us up with another sales associate.. now long story short . This sales associate has done the same thing Lou has done with us .. and tried to put us into the same make vehicle difference is the .. mileage 193... & year a 2006 Toyota Sienna which is the exact make car we had before .. but it holds no value.. no acuity.. It is like with Toyota they are throwing their customer who badly mistreat away and getting us out the way in the same breathe .. with much different attitude.. and customer service.. .. it is a joke on how Toyota to treat their customer who they know .. however anyway .. We have been up to the car dealership about three or four times.. and turned away ..watched others families get into vehicles and etc walk away with a happy smile etc.. and we are laughing joke to Toyota on Blair bridge.. even sales customer service knows who we are .. . we are that poor black family that leaves out of Toyota with no vehicle.. no compassionate whatsoever.. and it is sad that we have been mistreated by this company.. that hasn't done anything for us .. when they say " There's nothing they can do" is a lie .. and very discriminative .. They have a action class lawsuit along with ford .... They have been charging high interest rates on us Black African - Americans... Through everything that we have been through with this company we have experienced nothing but bad customer service & discrimination from car companies here in Georgia.. The mentality that carries in the state of Georgia is truly messed up .. I wouldn't wished none of things that we are going through in bold spot that me and my family are in .. on none of my worst enemies. Even If we had any...knowingly the company that we have been dealing with is Toyota. Who we thought was a good car company.. turns out they are like any other car company ..that plays the good and bad roles with their customers and try to portray to be something that they are not ...with their crooked smiles ... and gestures... Toyota their true intentions is too enjoy watching those they lie too be neglected .. Their apologies isn't at all sincere .. .. This is truly terrible and poor customer service and to see how many great reviews that this company on thronton rd is receiving is sad .. I wouldn't recommend this company to my family .. and friends .. to shop with this company. Because of the bad experience that we have with them .. no one should go through what we are going through.. like any one else that is in the same predicament like us .. contact their Human Resources.. .. ..

MsSyree Day Nov 3, 2016

MsSyree Day Oct 15, 2016

WOW! I've worked with Colin since day one before I purchased my new 2015 Prius from him. He was very patient and didn't harass me like other dealer salesmen would have and always do. He stood out as being understanding and he didn't candy coat anything. He was always honest and he never got mad no matter how much I tried to challenge him. He worked out a really good deal on my car and I actually compared it to other dealer prices and the other dealers took off running from me. They're all scared of Autonation when it comes to Colin. This guy is really good and I hope he becomes the manager of this Autonation dealership because he is the ONLY person I have known that is super patient when working out a deal with his customers. He doesn't throw in a sales pitch or use that dealer voice, either that alienates us all. He's genuine and he is all about gaining your trust. I got cranky with other dealers and had some serious trust issues, but after challenging Colin for two weeks on end (Sorry, Colin!) , he still kept hanging on and he didn't bug me. He let me think things through and allowed me to reach him on my own terms. Who does that?! COLIN! He saved me a lot of money when I bought my new car. I also wanted a modification done on my car, so he had all that taken care of. All I ever have to do is let Colin know what I want done next on my car and he is super quick about setting up appointments and he makes suggestions. He isn't one to bug the crap out of me or run for my wallet even after buying the car. He's very mellow and he knows what good business is and he knows it starts with trust. Whenever people want to buy a new or used car, I tell them go through Colin and save themselves a world of stress just by allowing him to help with their next purchase. He won't let you down. When I talked with the current guy acting as manager for Autonation, he pissed me off. He talks just like every dealer does and he has the knack for pissing anyone off. I honestly got the vibe he didn't care about my interests and he tried to argue with me. Autonation is good, but I recommend you demand for Colin to be you go-to guy for your next purchase and for car servicing. When I had my car washed while Colin wasn't there, it was still filthy. I had to take the rag from the car shop guys and I demanded to wipe it down myself. It had black road tar all over it and they left the black residue behind and was about to send me on my way. Had I fallen for their trick, I would have been screwed over a new paint job if I didn't look everything over and do a full wipe down in front of them by myself. When Colin is there, he doesn't settle for less. He makes sure everything is PERFECT and he won't allow me to have less. I learned my lesson to never EVER go to Autonation for anything unless Colin is working because he really makes sure people are doing their jobs correctly and not doing a crappy one. Thanks, Colin Rundell for everything! I love my new car and I'm happy you were with me when I decided to buy it. Thank you for continuing to take care of me even after the purchase happened. I will continue to spread the word about you and you ONLY.

ZahraMohd Nov 12, 2014

I'm an owner of a 2008 C/Solar purchased at Lithia Springs/Thornton Rd location. Over the past couple of years I have had good to very good customer service and support at this location. This past Saturday, April 10th I took my car in for my 30,000 mile maintenance and was not impressed with the service I received. The person in the service department that attended my car was not friendly, there was no greeting, and once I told him what I was there for he gave me minimal information on what was going to be included in the charge. Once my car was ready, I went out to my car with the person that drove it out of the service department becasue I wanted to see how he was going to replace my air filter. While approaching my car I noticed a large "black" stain on my drop top. I informed that person and he said he would take it out back and have the stain removed. He proceeded to replacing the filter and upon completion took the car back and got it cleaned. I went back in to speak with the service person, but he was not at his desk, but I wanted to let him know that he show have been the one to inspect my car upon arrival and departure from the service area to ensure the car came out the same way it went in. As I went to check out the cashier asked me to verify my information on the invoice had someone else's address listed. I told the cashier that I had verified my address when I checked my car in. She proceeded to write my address on a piece of paper. I told her that I would a new invoice printed with my correct address. She snapped and said, "Well I'm going to have to call you back up in a minute". This is my problem, I was there approx. 2hrs. paid $375.+, received bad service, and still I have to wait becasue someone didn't do their job right the first time. I would hope that whomever is reading this review is a take charge type of individual that will understand that we as customers can go anywhere for service. Customers usually return when they are satified with your service and is treated with respect.

saintfan Apr 12, 2010

It started off nice. Was looking for a new Prius which I know is hard to come by. They quoted a fair price and I put a credit card deposit down and was told it would arrive in about 3 weeks. Well no calls and when I finally asked what happened I was told by a woman on the phone that the car was damaged and could not be sold. Well I had the VIN number and found out it was NOT the truth. (NEVER LIE TO YOUR CUSTOMERS).They never owned nor had that car to sell. Then it was the old bait and switch routine; take another car like it---Stood my ground; knew which color; features I really wanted and was willing to wait a little for the right car. When I didnt hear back I went back to the dealership in person. Out of nowhere the car I wanted appeared but I would have to wait another month; and the price changed a little. They took off some features to get the price down. Then was razzle dazzled by them telling me they would throw in a free treatment for the the leather seats only to see on the invoice they padded the number a $100 to cover that cost. Then was hurried into the finance dept. and told to sign papers to guarantee the car. When asked for copies of the agreements and loan papers was told not until the car arrives. Maybe this is legal but totally unethical. I would have walked away but I needed the car since I was giving my old car to my sister who didnt have one and lost her job and at the same time was dealing with my father critically ill in hospital far away. I didnt have the time to look for another car or dealership. They knew this and it played to their advantage. When the car did arrive I was happy but the next day the brake light came on; took it to the service department; turns out they never put enough brake fluid in a brand new car (So much for dealer prep charges of $600!)...It nearly ruined my Thanksgiving. Then was told by the Customer Service Rep I would be compensated for all I had been through with a refund of a service contract for oil and tire rotation that I purchased with the car yet was not allowed to pay for separately. When I finally went back to the dealership in person to get this refund was told no such refund was promised (should I have been surprised by yet another poor customer experience there?) I reported this all to their Corporate office. Was told to my face by the manager to not do business there again! Guess hearing the truth from a customer and it getting back to them from their headquarters was more than they could handle. Still waiting for my service contract to be put into their service departments computer after 6 weeks!!! Shame I have to do their work and be treated so poorly. The only part I regret is that the one person there that seemed to try to help --my sales associate Jason ---is blamed by them for the whole bad experience. It wasnt his fault. Throwing him under the bus is not going to solve this dysfunctional dealership problems. Everyone else around him should work on being up front with their customers if they truly want repeat business. Tell the truth; return phone calls; dont make people sign legal documents and then lock them up and close the door; dont make promises you have no intention of keeping. They are lucky they are selling a good brand of cars.

priuspurchaser Dec 17, 2009

I was given an excellent Internet price ($21,441) on a new 2009 V6 Rav4 by Cleo. I arrived at the dealership and was assured that the car I wanted could be delivered the next day, so I filled out all of the purchase and finance paperwork. The next day I was informed that the car they had sold me was gone, as the dealership that owned it had also sold it. They said they would do whatever they could to make sure I got a car. For the next four days the only time they communicated with me was when I called and left messages (repeatedly). Each time the comments are the same: "Well, because the end of the month just passed, there just aren't as many cars on the lots anymore. We really have to search to find the car you want." (Except most Toyota dealerships allow you to search the inventory in your region, and the Southeast Region has consistently shown 35-45 new 2009 V6 Rav4s available with exactly the same options as the one I originally "bought". In fact, several of them are less than 50 miles away. In addition, I checked the status of the car with the Vehicle Identification Number that was on my paperwork, and could see that it had, in fact, disappeared from the inventory. I fail to understand why *I* can find appropriate cars left and right, and yet they seem to be having lots of trouble doing so.) At one point the sales manager, Lewis, said that he might be able to offer me a 2008 V6 Rav4 Sport instead, because it had been sitting on their lot for 300+ days. He promised to let me know about it the next morning. Of course, the next morning comes, and there is no information at all on this car. I have gotten no further information from them, the end of the month has passed, all of the incentives on the car are gone, and now I have to start my car search over from scratch. My wife is 39 weeks pregnant, and I wanted to buy a new car before she goes into labor, as my car is not suitable for children, as it is 18 years old, and lacks many of the safety features common on newer cars. (I actually had a discussion about *this very topic* while I was in the dealership with Leslie, as my wife is obviously pregnant, and was with me at the dealership. In fact, they made quite a big deal about the safety features of the car for children.) I'm ready, willing, and able to buy a new car, yet this dealer has fumbled every opportunity to actually sell me a car.

jaberwok May 3, 2009

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