| rev:text
| - I am writing this review of the body shop/repair service area of Bell Road Toyota. A few weeks ago, we were rear-ended and felt we trusted Toyota alone to repair our car. After having the car for about a week, we stopped by to drop off the check from the other driver's insurance. We informed the team that we were leaving the country and would like the car back the day before we left. We were told it likely would be ready in the days after we left, but they would hold it and have it ready for us for when we got back. We informed Dave Bagley (not sure if he is the manager but he was our main contact) that we were returning on Saturday and would need our car on Sunday. He did NOT tell us that cars could only be picked up Mon-Fri, and not on holidays. He asked that we email him when we were heading home so he could have 24 hours to get it ready. He told us he gets email on his phone and will respond as soon as he sees it.
We emailed him the day of our return, letting him know we would like to pick it up the next day as previously discussed (Sunday). We drove by on Sunday to find the office closed. We emailed again Sunday asking that the car be ready on Monday. No response. We called on Monday and were told they were closed for Labor Day and Dave would be back on Tuesday. We called Tuesday morning at 730am (as soon as they opened) and asked that the car be ready, as we needed our second car. Dave told us "I'm just going to have my guy pull it out and rinse it and I will call you back within an hour." At 1230pm, we got tired of waiting and headed down there.
As we waited in the lobby for Dave, the secretary Laura was listening in to our conversation about something completely unrelated to our Toyota experience. When Dave came in to the office, she stated we "had some concerns", to which we both looked at her with confusion and some frustration. She replied "Oh I heard you talking". We were very put off by her eavesdropping on a conversation she had no reason to listen to and then relaying something inaccurate to her staff.
Dave went to pull our car out, and immediately went to have a conversation with a claims adjustor in the claims adjustor's car when the secretary told him that we needed him to go over the car with us. We had just seen him walk another customer through the repairs that were done and were expecting the same treatment. Instead, while continuing to have a conversation with the adjustor, Dave handed us the keys over his shoulder and told us to "have a nice day". No walk-through, no discussion. As we examined the car ourselves, Dave proceeded to go back into the lobby, but we stopped him as soon as we saw some unexpected defects. He came back over to look and said "See, this is why I told you to give me 24 hours." I attempted to explain to him that we a) gave him our expected pickup date over two weeks ago and he knew to expect us, b) we emailed him ahead of time assuming, based on the information that he gave us, that he accesses his email regularly and the car would be ready, and c) he told us at 730a that all he had to do was have it rinsed and we would receive a call within the hour, which did not happen.
We left with our car unprepared to be taken off the lot, with pockmarks in the paint, with visibly mismatched paint, and feeling very frustrated and angry at the treatment we received. We intend to bring the car back next week when we have availability so that the paint issues can be resolved, and we will never (NEVER) bring another issue to Bell Road Toyota. We will go to Avondale Toyota who has ALWAYS treated us promptly, kindly, and without trouble.
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