• Report: #415307

Complaint Review: Toyota Of Dallas

  • Submitted: Fri, January 23, 2009
  • Updated: Fri, March 27, 2009

  • Reported By:Dallas Texas
Toyota Of Dallas
Forest Lane And 635 Dallas, Texas U.S.A.

Toyota Of Dallas Harasses People At Work Privacy Policy, INappropriate correspondence with Sales Staff and GM David Kelley Dallas Texas

*Consumer Comment: I too, am perplexed...

*Consumer Comment: I too, am perplexed...

*Consumer Comment: I too, am perplexed...

*Author of original report: This is has been resolved

*Author of original report: This is has been resolved

*Author of original report: This is has been resolved

*UPDATE Employee: General Manager

*Consumer Comment: Not sure why

*Consumer Comment: HERE'S SOMETHING THAT YOU CAN DO THAT WOULD CAUSE TOYOTA EXTREME.......

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I wanted to share email communication I have had between TOD's sales associate Wade Skurlock and the response I received from their GM, David Kelley. Here's a rundown of what transpired.

I went to TOD on MLK day this past Monday. 1/19/09. I met with Wade who told me the car I wanted to buy had been sold. I advised Wade that I planned on buying a car flat out because I could not afford full coverage insurance. He showed me a car which I liked, and I told him I would call him back about it because I wanted to research how much full coverage would cost me on the vehicle. Within 2 hours of leaving the dealership I started recieving calls which I didn't answer because I didn't have the insurance info.

TOD had 3 different email addys from me which they had gathered over the last year I had spoken with them. For 4 days, I received emails to all three of my accounts at least twice a day. (a total of 6 emails per day.) I also received an average of 4 calls per day. (none I answered because I hadn't made my mind up yet)

Finally yesterday, I started receiving calls every hour from 9:30am till 2:30pm when I finally answered the phone and asked them to please quit calling me, I was at work" I thought everything was sorted and then I received an email from Wade Skurlock calling me rude. He sent this to ALL of my email accounts including my work email. Here is the email he sent:

"Robert,

I was just trying to follow up with you. You said you would call me and you did not. All you had to do was answer and tell me you decided against it. Instead you ignore me and when you do answer you are rude about it....Why?

Wade Skurlock

Test Drive your Vehicle in January and automatically be entered into our drawing for a New Yaris- see website for details"

Upset about the rude email sent to my work email address, I forwarded this email to Toyota of NA PR team as well as GM David Kelley. This is the response I received from the GM David Kelley.

"Mr. ****,

I do apologize if Wade was following up too much, it certainly sounds as if he was. In Wade's defense we do teach the salespeople to not leave messages but to keep calling until they reach a live person. In the world of sales follow up is the key to success. However, we do not teach them to call every hour.

I know Wade to be a very respectful person, who is always polite and has tremendously high customer satisfaction scores. Wade must have believed that you were highly interested in the vehicle and wanted to be contacted. After all you did give him more than one number and several email addresses. To me that would tell me to contact you on one of the following numbers and that you wanted to be contacted. I also understand getting personal email to your business address however I usually do not give out my business email address for personal business. So I am sure there is a disconnect if you did not want to be contacted at that number or email address.

I did read Wade's email and I do not think he made any character assessments, you yourself said that you were irritated. He simply asked why you treated him rudely. I think after spending 2 hours with Wade a simple answered call or returned email would have avoided this situation. As far as what your work associates may say, that again is your issue because you gave him the email address to be contacted at.

I am sorry again for the bad experience and I will take this as a training opportunity. I however am not going to contact you. I will delete you from our follow up system and ask Wade to stop any contact with you.

Sincerely,

David Kelley
General Manager / Partner"


What kind of response is this??? Pissed off, I finally replied back to Mr Kelley and his PR team and have yet to receive their response.

"Toyota PR Team:

Please review the email response I received from the GM of Toyota of Dallas David Kelley. Is this the kind of response I should expect from someone in his position? Is this the kind of response I should expect from every person that is employed at Toyota? With car sales down for EVERY automaker, I am surprised that this is the kind of action that is taken to make a bad experience better. Please read his email and my follow-up. This isn't an apology from Kelley.

All this contains is rhetoric masked with an "I apologize." This would have easily been rectified with an apology with a little sincerity. I don't need a lesson on sales 101, nor did I ask for a patronizing response. Your team at TOD has customer service all wrong. As I've stated in my email, I will continue to make sure that every person I come into contact with know EXACTLY how terrible Toyota treats their potential customers. I will make certain to help that "F" customer satisfaction rating by the BBB continues to be an "F".

I have been a Toyota customer since I was able to drive. I've owned several Toyota's because you make great cars... however.. your customer service skills have left such a bitter taste in my mouth, that those days are now behind me. PR is the foundation of any corporation. This is not the type of PR that one would expect from a huge company like Toyota, nor the way my company handles PR issues. I assure you however, I will continue to spread this experience to any and all outlets I can. Whether it be my next door neighbor, WFAA, or any other media outlet; the way Toyota treats their customers will be heard. Negative publicity, no matter how large, is a bad thing for a company.


My Email Reply To David Kelley:

This was not the response I was expecting. I agree Wade seemed to be very nice, however you are wrong about me giving him 3 email address because I did not. I even mentioned to him that he had an old home address for me on a paper he brought over. Maybe you guys keep records from past contacts with your company. I also did not give him more than one number so I'm not really sure where you're getting that information.

To tell me how sales work is to preach to the choir, so to speak. I have not only worked in sales for 5 years, I've also managed 3 call centers focused on sales. The policy you guys are implementing is not sales... Its harrassment and borderline stalking. After writing my email, I took some thought and was indeed going to contact you stating that I believe Wade was having a bad day and made a mistake, however after receiving your email, I realize the problem lies not only with how Wade handled it, but how even GMs handle their customers.

Mr Kelley, your email is neither apologetic or understanding. All it was is condescending. To tell me, that I basically invited your staff to constantly harrass me over the phone with calls is both ignorant and ill-minded. I came to TOD to but a car and put money in your pockets. If I choose to not answer my phone that rings over and over... That's my choice. If I feel you cross the line with excessive contact, its also my choice to ask you to stop... I did not ask for an email to be sent to me calling me rude.

Your dealership has an "F" rating with the BBB, at what point do you realize the problem isn't with the customer, it's the way you handle your business. I was not looking for a handout, nor a deal.. I was looking ONLY for an apology and reassurance this would not happen again. After receiving this email from you, I Swear to you, that I will make every effort possible to let people know how terrible even the GM of the dealership treats their prospective buyers. Thanks, but no thanks for your patronizing attempt at what you call an apology.

You've seen that I've contacted everyone in Toyota's PR... That only took 5 minutes of research.. I will continue looking for "higher-ups" in corporate and Legal and will copy your response to them as well, seeing as you must have "mistakenlyz" left them off this distro..
Sent via BlackBerry by AT&T

TOD and the TOYOTA PR team do not take your privacy seriously. They believe its my fault that Wade Skurlock wrote me a rude email to my work email. They teach their people to continue to harrass their potential customers. When they don't get what they want, TOD allows their sales reps to degrade the customer's even on their business emails. TOD is by far the worst dealership to do business with. I will continue my crusade daily to let everone know how terrible their customer care is.

Robert
Dallas, Texas
U.S.A.

Click here to read other Rip Off Reports on Toyota Dealers and Products

This report was posted on Ripoff Report on 01/23/2009 12:34 PM and is a permanent record located here: http://www.ripoffreport.com/r/Toyota-Of-Dallas/Dallas-Texas/Toyota-Of-Dallas-Harasses-People-At-Work-Privacy-Policy-INappropriate-correspondence-with-415307. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

I too, am perplexed...

AUTHOR: Carchick - (U.S.A.)

While I agree that the email sent by the Salesrep was unprofessional and he should have been reported, I am perplexed as to why the consumer couldn't have at least answered one email. I mean, it takes one minute to write a sentence and hit the reply button. If the Salesperson spent 2 hours showing him vehicles, etc. then that's the LEAST he can do for him.

Same day calls are excessive. Dealerships need to cut out that nasty habit, respect the customer and do the next day, three day, week follow-up rule. They'd get a much better response.
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#2 Consumer Comment

I too, am perplexed...

AUTHOR: Carchick - (U.S.A.)

While I agree that the email sent by the Salesrep was unprofessional and he should have been reported, I am perplexed as to why the consumer couldn't have at least answered one email. I mean, it takes one minute to write a sentence and hit the reply button. If the Salesperson spent 2 hours showing him vehicles, etc. then that's the LEAST he can do for him.

Same day calls are excessive. Dealerships need to cut out that nasty habit, respect the customer and do the next day, three day, week follow-up rule. They'd get a much better response.
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#3 Consumer Comment

I too, am perplexed...

AUTHOR: Carchick - (U.S.A.)

While I agree that the email sent by the Salesrep was unprofessional and he should have been reported, I am perplexed as to why the consumer couldn't have at least answered one email. I mean, it takes one minute to write a sentence and hit the reply button. If the Salesperson spent 2 hours showing him vehicles, etc. then that's the LEAST he can do for him.

Same day calls are excessive. Dealerships need to cut out that nasty habit, respect the customer and do the next day, three day, week follow-up rule. They'd get a much better response.
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#4 Author of original report

This is has been resolved

AUTHOR: Robert h - (U.S.A.)

I have spoken with DAvid Kelley and this issue has been resolved. Please close this report.


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#5 Author of original report

This is has been resolved

AUTHOR: Robert h - (U.S.A.)

I have spoken with DAvid Kelley and this issue has been resolved. Please close this report.


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#6 Author of original report

This is has been resolved

AUTHOR: Robert h - (U.S.A.)

I have spoken with DAvid Kelley and this issue has been resolved. Please close this report.


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#7 UPDATE Employee

General Manager

AUTHOR: David - (U.S.A.)

Robert,

I did and I do apologize for the excessive phone calls that my salesman had made to you. Wade is a very polite salesman and I assure you that the phone calls will stop. I did verify that because you have been in the dealership multiple times the history of your visits have merged and when an email is sent through our database it sends it to all email addresses. So Wade probably was not aware of the multiple email addresses when he sent the email.

The internet is a huge source of business for us. It is a great tool for gathering information. If anyone would like more information about Toyota of Dallas, please click on www.toyotaofdallas.com/Award.aspx I think you will find that we do have a great reputation for taking care of our customers.

Or if you or anyone else who has done or would like to do business at Toyota of Dallas contact me directly, David Kelley, at 972-241-6655.
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#8 Consumer Comment

Not sure why

AUTHOR: Andy - (U.S.A.)

you couldn't have answered the salesman's first call or reply to him e-mail by saying "I need more time to see if I can afford this car. I will call you back when I decide."

That way you would of saved yourself the aggravation of avoiding his further calls and e-mails. Or if the salesman kept calling, you can say "Not interested anymore" and go to another Toyota dealer.

I do agree with you that he handled it poorly by telling a customer that they were being rude to him. Perhaps, he thinks you'll feel guilty and buy a car from him.

In any case, you a car dealer you more comfortable with next time.
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#9 Consumer Comment

HERE'S SOMETHING THAT YOU CAN DO THAT WOULD CAUSE TOYOTA EXTREME.......

AUTHOR: Karl - (U.S.A.)

NEGATIVE PUBLICITY, and cause that Dealership to lose sales for months, and even YEARS to come!

Simply do this-

Make a big sign that says this:

YOUR LIFE COULD BE IN DANGER IF YOU HAVE A TOYOTA BECAUSE.....

And then have simple fliers made-up that say this: 'Google' this- ENGINE SLUDGE, and go to the consumeraffairs website about Toyota Engine Problems and click on 'Airbags' and read all of those complaints!

This simple, yet EFFECTIVE, way to spread the word about Toyota would cause a TREMENDOUS amount of NEGATIVE OPINIONS to form about the Toyota product, wouldn't you agree?

Make sure to 'Google' this- SLUDGE POEM, and read it!

Make sure to 'Google' this- YOUTUBE TOYOTA SEQUOIA DEFECT, and watch the video of a Toyota Sequoia that flipped over on I-95 due to a DEFECTIVE PART!

Make sure to 'Google' this- SEXUAL HARASSMENT TOYOTA, and read how one of Toyota's TOP executives TARGETTED his assistant!

Make sure to 'Google' this- BUY A COROLLA GET BURNED LITERALLY, and read how Mr. Singh burned to death in his Toyota Corolla!

There's LOTS more.

I'm Karl, and I approve this Update!

POWER TO THE PEOPLE

SPREAD THE WORD ALL OVER THE WORLDWIDE WEB ABOUT TOYOTA!
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