John Roberts Toyota

My experience was great. They were kind and patient. All team members had my back, helping me find the right vehicle for me. Mentioned what I wanted and what I was looking for, and I was out the door with a vehicle even better than I imagined. The best part of it was the price. Thank you guy’s for all the support and help. Highly recommend using John Robert’s Toyota dealership.

Great buying process. No pressure, relaxed interactions with our salesperson Jerrick. Once the deal was done, very easy process doing the paperwork with Jordan. Good job guys. Kepp it up.

Subject: Complaint Regarding Incorrect Part Order and Poor Customer Service Dear Toyota, Corporate / Dealership Management, I am writing to formally document and express my dissatisfaction with the service I received from the parts department at John Roberts Toyota in Manchester, TN, regarding an order I placed on Friday, August 1. I ordered two ignition coils, part number 90919-A2005, and was told they would be delivered to the dealership by 9:00 AM on Saturday, August 2. On that Saturday morning, I confirmed the order status and was told I would be contacted once they arrived. I received a call around 9:30 AM and picked up the parts later that morning after. Upon attempting to install the parts, I realized they were incorrect. The part number on the items was 90919-02260, not the 90919-A2005 I had originally requested. I immediately contacted the parts department but was told by the staff that nothing could be done until Monday when the parts manager returned. On Monday, I spoke with the parts manager and explained the issue. Initially, he offered a refund if I returned the parts and suggested I reorder closer to home. I expressed a desire to continue dealing with his dealership, and he then agreed to reorder the correct parts and have them shipped to me with a return label for the incorrect parts. He promised delivery by 12:00 noon on Thursday, August 7. However, when I arrived home from work at 3:00 PM on Thursday, there was no package. I contacted the dealership again, and the parts manager told me the package was out for delivery and provided a tracking number. I followed up at 5:00 PM, but the manager had already left for the day. At 6:00 PM, I tracked the package again and saw that it had been delivered — not to my home, but to a Dollar General store in Bethpage, requiring me to retrieve it myself. On Friday morning, August 8, I received a call from the manager but no voicemail. I returned the call, and we had a heated discussion. He asked if I had received the package, despite having the tracking information that showed it was not delivered to my address. When I reminded him, he had guaranteed delivery by 12:00 noon Thursday, his response was dismissive, claiming he didn’t control FedEx’s delivery schedule and never made a firm guarantee. At this point, I had been without my truck for six days due to the original error in ordering the wrong part. The lack of accountability, poor communication, and dismissive attitude of the parts manager added considerable stress and inconvenience to an already difficult situation. I would like to request a review of internal processes to ensure proper part numbers are verified before orders are placed.