Pat Lobb Toyota

Yesterday, I called the Pat Lobb Toyota-McKinney dealership to inquire about a 2011 Nissan Frontier. I spoke with "Larry" regarding the vehicle's availability, and made plans to drive from my home to Mesquite (approx. 75 miles) to view and drive the truck. Larry told me it was available, then called me back a short while later, to tell me it was sold. Later in the day, Larry called me again, to tell me the truck was available...again. By that time, I was not able to drive to Mesquite, but said I would check back tomorrow, and perhaps, make the trip to inspect the truck.

This morning (Wednesday), I was called by "David", who told me the truck was still available, and that he was working with Larry, and could help me with anything regarding the truck. I told him I would call him back if/when I was able to make the drive to Mesquite. Around noon, I called David back, to let him know I would like to test drive the truck today, and I would be at the dealership within 45 minutes, as I was in Denton at the time. He assured me the truck would be ready and waiting for me to drive.

When I arrived at the dealership, I was taken to the "internet" desk, and asked to wait for David. I did so for about ten minutes, until he and Larry appeared from behind the desk, and asked me to wait a few more minutes while they tended to some business. (I should add, that while I was waiting, in full view of David, he never acknowledged my presence, nor extended a greeting.) I told the pair I would go out and look at the truck, which was still on the lot, and look around at the other vehicles. I was assured that someone would be out with the keys "shortly".

While browsing, I decided that there were actually two trucks I would like to inspect and drive. I went back into the dealership to cool off and see if either Larry or David could assist me at that time, but neither were visible to me. So, I went back out to the Nissan, thinking, perhaps, they were now waiting on me, but neither were there. By that time, I had been waiting, at least, 45 minutes to view a vehicle that I was assured would be ready for me to drive when I got to the dealership. That was when I determined that my business was not needed, nor appreciated, at Pat Lobb Toyota, and I left.

I'm not sure why either Larry or David could have helped me with the trucks I was interested in, (only one salesperson is needed, after all) but it seemed it had to be a team effort. Also, there were several other salesman who asked to help me while I was out on the lot, but I declined, since I had spoken first to Larry. My mistake for being a loyal player in the used car game! I now know that the first one to bring me the keys is the winner. Unfortunately, that will not be Larry or David or Pat Lobb Toyota.

Long story with a short moral: Customer Service Matters.

On July 16th, our son was driving his 2008 Toyota Prius about 10:00 that evening. As he was approaching the light, there were no brakes. He said he crammed it to the floorboard and his car would not stop and rear ended a Jeep. On Saturday the 17th, we took the car to Pat Lobb Toyota in McKinney, Texas to have the car checked out. We told the story to Doug at the service department. He said give them a few hours, and that he would call when they found out something. We never had a call that day.

On Monday, Doug called our son and told him to call Toyota and tell them what happened. And he had said that there had been a recall on the Prius that morning. Our son called them to tell them about what happened. She asked if he was aware of a recall on the Prius that morning. Of course, he did not know and that Doug from Pat Lobb had told him that morning, also. She said she would be in touch the following day, which was Tuesday. When she called, she told him that a representative from Toyota would be going to Pat Lobb to check out the car in about 2 weeks.

In the meantime, I myself contacted Doug at Pat Lobb to ask if they give a loaner on a car since it would take up to 2 weeks. He said they weren't allowed to do so unless Toyota gave them approval. I called Toyota and their excuse was it was tied up in legal and they couldn't do that. Also, she said they advise the dealerships not to do that also. If we wanted to rent a car on our own and Toyota is at fault, they would reimburse us. I called Doug back and he said they could not do that either. The next day, I was so upset and tired of getting the runaround that I contacted Tim, the Director of Operations at Pat Lobb. I told him what was taking place and that we had bought 2 Prius from them and owned a 2008 Lexus. He took this on himself and made sure we had a car until Toyota came to check the car out.

On August 5th, Doug called and said Toyota had been out to check the car, and that we needed to return the loaner car. And he said that the representative said we could pickup our car. Eric, which is over the service department, also called to tell me the same thing. I told him we would be there about 9 am the next morning. When we arrived, which was about 8 am, I noticed that our car was parked in the service department running. I thought that was odd. However, we went to Doug and then he got Eric to help us. I tried to have them sign off on the car that when we drive out of there, they would be totally responsible if something else happens. Eric said he could not do so. In the meantime, my son had moved his car and parked waiting for me. He called from his cell phone and said the car would not start. Eric sent 2 guys to boost it off and said it was because the car had been parked for 2 weeks.

I told Eric that this was a battery that they had put in the car about 8 months prior. He looked at the history and said due to that, they would put a 2nd battery in the car. He told Doug to get a battery on the car ASAP since they wanted to hurry and get us out of there. We purchased the car in 2008. This was the 2nd new battery. We had also purchased a battery charger on that last battery and charged the battery several times before this. After this accident and thinking back, since we purchased this car, it has been nothing but problems. Since we had not heard from Toyota, our son contacted them on August 16th and they said it would be 35 days, and that they would be sending us a letter on what Toyota found out. What a run around! We feel we have been totally put off and that no one will give us a straight answer.

I found a 2007 Toyota Tundra Truck in the pre-owned section of Pat Lobb's inventory on Sat. March 06, 2010. On Monday, March 08, 2010, I called the sales staff of Pat Lobb and spoke to Robert from the "Net" sales department. I asked about the truck, specifically if it was a 4x4 as this is what I wanted. Robert told me all about the truck and asked when I could come in and look at it. I told him that it would be Saturday, March 13, 2010, before I could. He asked about what time and I told him that I would contact him later in the week to set up a specific time; he said, "great".

On Thursday, March 11, and again on Friday, March 12, 2010, I checked the status of this truck and found that is was still posted as being in stock. On Friday, March 12, 2010, at 1300hrs. I contacted Robert at the Pat Lobb Toyota dealership to confirm that the truck was still in stock and available for sale as I had to drive almost three hours to get to the dealership. Robert checked on this truck and stated that it was still available for sale. Robert then asked me what time I would be there on Friday. I told him that I would be in on Saturday, March 13, 2010 about 1300 hrs. He said, "great", told me to ask for him and gave me directions to the dealership..

Now the Experience!

On Saturday March 13, 2010, just to be sure we were not making a long drive for nothing, at 0930 hrs, I again contacted Robert at the Pat Lobb Toyota dealership to confirm that the truck was still available for sale and to confirm our time of arrival. Robert verified that the truck was still available for sale and stated that he would have it ready for us when we arrived.

We arrived at the dealership at 1300 hrs. on Saturday, March 13, 2010. One of the staff asked if we were to meet a someone. I said, "Yes, Robert from 'net' sales." This person said that he would inform Robert that we were in the store. We waited for about 15 min. before Robert arrived, not the best but they were very busy. Robert told us about the dealership, and then stated that the truck was located just outside the side door of the dealership. He was trying to locate the keys, but we could look at the truck while he located the keys. Robert said that he would have a sales person by the name of "Spike" assist us. At this time, Robert asked us to wait for his return with the keys and the sales person.

We waited for another 20 min., before "Spike" and Robert returned. Robert stated that he still had not located the keys to this truck but we, along with "Spike", could go outside and look at the truck, to be sure it was what we wanted. Robert went away looking for the keys. We, along with Spike, went outside to look at the truck. It was exactly the truck we were looking for. Spike said great and that he would find Robert and get the keys. Spike went back into the dealership and we waited again for about 12min. this time. Spike returned with the keys and the following information: "This truck was sold."

I asked when? Spike said that it was sold on Wednesday and that the sales person had been holding the keys in their desk. I made the following statement, "It sure would have been great to know this information about three hours ago, before we wasted three hours of our time to get here."

Spike returned with this statement, "Hey, Mister, do not get smart with me, this is not my fault."

I looked at Spike and told him I was not placing fault with him, but that this dealership wasted now four hours of our time. And that I did not appreciate his tone of voice or his response. Spike said that he was just pulled into this deal.

Spike never said these words: "I am sorry for this mistake. How can I (the dealership) make it right?"

We never received any words to that effect.

What Spike did say is that he would go to see if they had another truck just like this one in stock for us to look at. That was more of our time wasted. He returned and said they had nothing else like this truck in stock, but he would be more than happy to show us a new 2010 Tundra just like this one.

I asked Spike how the dealership was going to make it right with us on the price. In other words, the price on the truck Stock # 100509J we drove three hours to see was in round dollars $26,000. I had the check in hand to pay for that truck.

I asked Spike the following question: "If we were to look at a 2010 Tundra, loaded out just like this 2007, the price would be between $36,000 & $45,000. What type of deal was PattLobb going to give us, to make it right?" By this, I meant we lost four hours of our time and now we are talking twice the amount of money.

Spike stated that if I have good credit, I could receive 0% interest and the $26,000 would be a great down payment. I explained to Spike that I would really like to see some money come off the sale price of a 2010 truck and would like to know what that would be, before we wasted any more time. Spike said that he had just given us the dealership's best deal.

We left the dealership very upset, with the way we were treated. It appears to us, based on other reviews of this dealership and our own experience, that this is a scam to get people in the door. And the way we were treated by the sales person was not acceptable, the statements he made should have been kept to himself.

We would never recommend this dealership to anyone.

I asked how did that happen, the car was only a few days old, and then the service manager informed me this damage was certainly not there when I took delivery because the dealership would have seen it. I assured him that no one other than me had driven the car, and that I did not damage the vehicle. The service manager then advised me to bring the car in the day after Labor Day, and the body shop would fix the problem.

I brought the car in around 7:15 a.m. in the morning, and was given free rental loaner to use until my car was repaired. After one and a half days later, I was called to come a pick up my car. When I drove the loaner car into the service entrance and parked, got out and stood patiently for about five minutes. I noticed two other cars driving in behind me after I had been parked for five minutes. Two service associates walked around me and waited on the other two individuals that drove up after I had been parked and standing there for five minutes.

After being ultimately insulted and ignored, I finally went to the service desk and asked if I could return the rental car and pick up my repaired new car. The invoice was quickly presented and I signed and my car was brought up. No one in the service department has spoken to me during the entire time I was there to pick up my car.

Completely insulted after totally being ignored by the entire service department, I drove home with post remorse feelings. I found my new car not only had damage under the front bumper, but now additional damage on the hood. This could not be happening, I just bought a $30,000.00 plus vehicle only a few days ago, and this dealership is treating a new customer like a crook.

After gaining composure, I called my salesman, Mel, and told him the entire episode. He asked if I could come back and He would have someone look at the problem. Stephane Burress looked at my car and found three damaged areas and had the body shop evaluate this damage and without declaring any responsibility, advised me that Pat Lobb would take care of the three damaged areas at no cost to me. He insinuated that Pat Lobb was not responsible, and that I probably caused this damage unknowingly, but they would fix this damage.

I totally disagree and do not accept any responsibility for the pre damage to this vehicle. This car had 72 miles on the odometer, and was traded under another dealer's invoice. I believe this vehicle was damaged before being sold and Pat Lobb is not taking responsibility. The damage is under the front bumper and on the left front top of the hood. This damage was not caused by the new owner, and although it is being addressed by the dealership, Pat Lobb, the personal confidence and integrity with the service department is destroyed.

I cannot believe in 2009, in this economy, that a dealership would allow a service department to operate in the aforementioned manor. It is very disturbing and totally unacceptable to be treated so unprofessionally and with such inhuman courtesy. I am so sorry that I purchased a new vehicle from this dealership, Pat Lobb, and would never recommend any one to deal with such out of touch unprofessional people!

I have a pre paid scheduled maintance agreement with this dealership, but it would be impossible to continue to deal with such unprofessional individuals. I would rate this dealership a zero in the service department, and hope someone addresses this unacceptable complaint. I will always feel like I was taken advantage of and not told the truth about pre damage of a new vehicle, and wish I could get my 2008 Honda Accord back. I will never be satisfied with this transaction, and would like to seek full retribution and total cancelation of this contract.