Bill Penney Toyota

Keoni was great, very professional!! I’ll be sending my family and friends to him.

I had the absolute worst experience at Bill Penney Toyota this morning. I arrived at the time of my appointment. I waited in the drive thru to be checked in for ~15 mins. Other cars were moving forward and going around me after immediately being acknowledged and checked in. I asked to see the manager (Kristopher Martin). There was no concern for my issue, no assistance provided, and no apologies . He instantly gave the excuse that the service advisor was on the phone. We went back and forth and I understood why customer service is awful at this location. It trickles from the top down. I left without being serviced. Customer service rule #1 is to take ownership of the issue . Customer service rule # 2 is to solve the issue . I see no reason he could'nt have offered to assist. I've had other issues at this dealer. Unfortunately, they are the only Toyota dealer in the city. I see from the reviews , this is an on going customer service problem. They've lost me as a customer and I have been using this dealership for about 10 years.

On Monday, Nov. 5, I took my 2018 RAV4 in for a battery after having to jump it theee times over the weekend. I have a lifetime Toyota warranty from the dealership in Florida where I bought the car. They had put me off when the battery died in July saying it was fine. I had an appointment but went early since the car had to keep being jumped. 2 hours later, no news so I asked the rep Richard and he said it failed the test but they didn’t have a battery!!!! He said maybe in an hour they’d get one. And hour passed and no news. Asked again…no batter till the next day at four. Left the car. Next day, they got the battery at 4:00 but no tech could install it. Finally the third day the battery was installed. The Decatur dealership had the battery available the whole time, I came to find out. After two frustrating experiences with Bill Penney, I will not be back! I had great Toyota service at my Daytona Beach dealership. I hope I’ll find Decatur to be better!