Sales Team was great, but then.....
Reviewed by Weston Dausmann
in Wentzville
November 18, 2020
Upon purchase of the truck, the dealership Pappas, and I agreed via contract to have a bed liner sprayed in via appointment with a chosen company that Pappa's Toyota contracts to. Upon getting my truck back I found bed liner overspray on my truck's driver side doors, windows, running boards, and roof. I took my truck back to the dealership, who then sent it into the company they contracted to have the bed liner sprayed in. Prior to it being sent in, I told Pappa's service manager that under no circumstances were rubbing compounds to be used on my truck, or I would like a new truck. The service manager acknowledged that he understood, and two additional Pappa's sales associates were there to witness. Upon getting my truck back and to my house, I found swirl marks from rubbing compound on my truck. At this point I called the company that Pappa's contracted out and verified they did in fact use rubbing compound on my truck. Not only that, but that they had informed Pappa's who did not tell me, and instead told the contractor they would buff it out. I have asked for a new truck repeatedly after trying to negotiate with both Pappa's and the actual contracted company for a much lesser compensation to which they refused. Pappa's refuses to take any ownership, stating it is not their fault. I did not contract out the company, Pappa's did, and their complete unwillingness to replace the truck or pay any cost is beyond ridiculous. Not to mention their dishonesty about knowing a product being used on my truck when I had asked them specifically not to. I then spoke with the GM at Pappas and he asked me to bring my truck in to look at. Because Missouri is a one party consent, I recorded this conversation. Two of their service department members acknowledged that the truck had rubbing compound used on the truck and that they had missed spots when trying to buff the truck . In addition, they acknowledged that buffers they had used damaged the clear coat to my truck. At this point I asked for the truck to be shot with a clear coat/paint gun to verify damage as the GM did not “see” it. He then asked what that would prove if there was damage done to the truck. Again, I told the GM I would be willing to settle for less and asked for wheels for the truck in compensation as I wanted to be done with the situation. I gave him the cost for the wheels that was quoted from the third-party company that had put overspray on my truck and asked them to pay the cost. At this time, I asked to speak to the owner of the dealership to gain approval and was told he was not there. I ended up calling the owner and speaking with him. When we talked, he said he was aware of the situation, as I told him as an owner of a business, I thought he may like to know. I asked if he would like to hear what happened, to which he told me, “He has heard my side of the story”. Because of his dismissive attitude I was not able to tell him that his GM claimed not to know what a Toyota customer satisfaction survey was, and that as a GM he would not worry about these minor issues to my truck. Not only that, but I should not call the regional office in Kansas City, or file a BBB report which holds Papppa’s accountable, or file a complaint with the state’s attorney general’s office as it was just a minor issue. The GM is clearly used to rolling over people who are not comfortable with conflict. Long story longer, I got the wheels at the cost of the third parties’ company which goes against the BBB regulations. I have bought three vehicles in three years from here and will not be back. Once my free services are over, I am done with them. Feel terrible for the 3rd party company as they are stand up guys. I know Pappa's called them with an offer to cover half the wheel cost. What a joke
service visit, always great service
Reviewed by no longer works there
in st.louis,mo
November 18, 2020
always great service,Gino very helpful when I had a problems bought the car here and have always brought it back here for all its service always pleased
What a Pleasure.
Reviewed by T OToole
in St Charles,MO
November 19, 2015
The purchasing of my new Camry was a GREAT Experience. Everyone was so courteous and kind. This dealership was a step way above any other dealerships I have dealt with in the past. Jimmy "the clam" was the best salesman of all my experiences. My hats off to all.
