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Report: #1481937

Complaint Review: Red Mccombs Toyota of San Antonio - San Antonio Texas

  • Submitted:
  • Updated:
  • Reported By: LaMar — San Antonio United States
  • Red Mccombs Toyota of San Antonio 13526 West Interstate 10 Frontage Road San Antonio, Texas United States

Red Mccombs Toyota of San Antonio AJ Vega Shane N. Mitchell Ahmed Lying Salesman and Worst Customer Service. San Antonio Texas

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Dear Billy Joe “Red” McCombs:

I really dislike writing letters like this, but I seem to have exhausted all my options.  Let me explain my situation and then you can determine whether this is the type of customer service you expected when you initially founded Red McCombs Automotive Group, or the type of values you are teaching through the McCombs School of Business, as I am not seeing the core values of superior customer service, honesty, transparency, and respectfulness that are displayed on the walls of your dealership.

I have purchased several cars over the years and have learned that customer service is still the number one reason for customer loyalty, in the form of, repeat business or vehicle maintenance with a specific dealership. I should not have to remind a man who founded several successful businesses, that the customer is the foundation of any business' success, and a business should never take any customer for granted.  

My recent experience with Red McCombs Toyota, San Antonio, has completely diminished any perceptions of high integrity and outstanding customer service that I truly believed was at the core of this business. The customer service I received at Red McCombs Toyota was, to put it mildly, horrible, and I would be deeply appalled if I believed this form of customer service occurs with your knowledge.

On May 18th, 2019, I purchased a 2019 Tundra TRD Sport which was displayed in your showroom. Before completing the sales agreement, I was assured by my sales rep (Ahmed Aljamie) and the sales manager (AJ Vega) of the following:

  1. To add the runners to the truck,
  2. Make an appointment for a scratch on the front left bumper,
  3. To have my original rims and tires loaded in the back of the truck before I went out of town.

I did not believe these requests were out of the ordinary, nor did I believe two separate employees of Red McCombs would acknowledge such requests if they had no intentions on fulfilling them. If I thought for one second that Red McCombs salespersons were in the business of lying to customers in order to make a sale, I would have offered my business to Toyota of Boerne in San Antonio.

I went through the long, exhausting process of purchasing a 2019 Tundra with the assistance of Ahmed Aljamie and AJ Vega. I decided on a truck that was in the showroom. AJ Vega drove the truck from the sales floor through the double doors near Shane Mitchell’s desk. Once outside I noticed a scratch on the front left side bumper. When I inquired about the scratch, your salesmen confirmed the scratch occurred while attempting to get the vehicle through the double doors. Even though it was not intentional, I had high confidence Red McCombs Toyota would quickly and professionally rectify the situation. AJ Vega assured me it would get fixed right away. Against my better judgement, I afforded Red McCombs the opportunity to apply its core value of honesty, giving them the opportunity to make it right. Well, I was completely wrong about that. Most customers would have changed their mind about purchasing a 60k dollar vehicle that was damaged prior to purchase.

Mr. McCombs, if the vehicle is damaged by your staff, they acknowledge their mistake, and agree to repair the damage, please explain to me why I had to repeatedly call to remind them to schedule the repair. Once they finally set up the appointment, I was given a rental car which had a maintenance warning indicator flashing. I informed Ahmed about the warning light and his response was shaking his head in disbelief.  I was told, “… everything is fine and the car is in good condition…;” however, I reluctantly drove the vehicle with the concern that it would leave my family and I stranded or Red McCombs would consider me liable in the event the rental would become further damaged as a result of driving it in its current state. This is far from superior customer service.

Also, the tags on the rental car were due to expire on June 13, 2019. I was assured the truck repair would be completed long before the tags expired. Again, I had to initiate communications with my salesman and informed him the tags were due to expired. My truck was not ready, neither had anyone contacted me with any status of the vehicle. He told me that he would send me tags through email which I never received.

Do I need to point out that, at this point, I must commute to work, and transport my children to school, in an illegal vehicle according to Texas law? Now, it is blatantly obvious that, your salesmen have made a sale and my business is no longer of any value to them. Who exactly does this reflect upon when I communicate with family, friends, and clients that once you sign on the dotted-line with Red McCombs, his integrity, professionalism, and business ethics is to devalue his customers because his bottom-line is to acquire your signature and your hard-earned dollar?  

Why does it take Red McCombs two weeks to repair a scratch that was approximately an inch long? From the time of purchase to the vehicle being repaired, was one month. Two weeks of that month, the vehicle was in your possession. This was not the joy and excitement of having a new vehicle I imagined, nor would I ever have believed this type of experience would be so unsatisfying from a name I associated with professionalism.

Mr. McCombs there was a time in your life where you sought workers that had been trained to offer compassion and solace to all who entered through the doors. Those positive traits are no longer evident in your staff at Red McCombs, San Antonio, and I can only fathom that this unprofessionalism is either trickling down from upper management or is being allowed due to lack of training.

On June 14th, the day after the rental car tags expired, I was pulled over and questioned by law enforcement about driving a loaner car with expired tags. I was highly paranoid due to the increase in the number of police-involved shootings of innocent, unarmed motorists of my age, race, and ethnicity. Fortunately, the officer understood my dilemma and instructed me to return the rental car to the dealership immediately.

Not only am I fed-up and frustrated, but embarrassed that Red McCombs Toyota put me in such a predicament. Before heading back to the dealership, I called and texted numerous times to get an update. I even called the front desk asking for a manager because I felt like my calls were being intentionally ignored. It was not until I communicated that I would be contacting the General Manager that I finally received a call from Ahmed stating that I can retrieve my truck.

Upon exiting the dealership, I notice one of Red McCombs’ salesmen leaning on my truck, smoking a cigarette, and flicking ashes, which are landing on the front of my $60,000 truck. I asked him not to lean on my vehicle and he acknowledged me by laughing and made himself more comfortable. Not only is this disrespectful and unacceptable but I hope this is embarrassing to the Red McCombs’ brand and how his name is being represented. When I asked for his name, no one wanted to tell me. He covered his name tag and walked off once confronted about his wrong-doing. I was asked to keep this incident quiet because the GM would fire him for his disrespect and unprofessionalism. If the roles were reversed, I am confident that salesman would have felt the same way I did. This is a clear statement that the customer is not valued as highly as Red McCombs portrays.

At this point, I was done with Red McCombs. I left with the worst car-buying experience I have ever had. The rims/tires I should have received, I still do not have. What I did leave with was a feeling of betrayal and a lesson-learned – get everything in writing. So much for the transparency you claimed to uphold.

I was informed by others to take my business to Toyota of Boerne in San Antonio; however, I sincerely believed Red McCombs would exhibit the high standards I have always associated with the name.

Through this entire ordeal, I do not believe I requested anything beyond their capability, nor was I opposed to them telling me they could not honor any of my requests. I feel as though I tolerated much more than necessary and provided ample opportunities for Red McCombs’ representatives to put their best foot forward; however, time-after-time they FAILED miserably. My loyalty is earned, and businesses who earn it deserve customer loyalty in return. Red McCombs did not value that and will never receive that opportunity again. The saddest part of it all is the GM (Blake George) never reached out to me even after his secretary asked me to contact him. 

This report was posted on Ripoff Report on 07/15/2019 01:35 PM and is a permanent record located here: https://www.ripoffreport.com/report/red-mccombs-toyota-san/tx-aj-vega-shane-n-mitchell-1481937. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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