Recent Reviews from AutoNation Toyota Thornton Road

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

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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