The complaint has been investigated and
resolved to the customer's satisfactionResolved Dry Ridge Toyota — lack of customer service
resolved to the customer's satisfaction
If you want good customer service, then don't bother buying a car from Dry Ridge Toyota. The customers are definitely not their priority. If I could go back in time, I would have purchased my car from Kerry Toyota.
I purchased my 2011 Sienna van at the end of 2010. Early in 2011, I was invited to a "New owners event" where supposedly they want to make you feel special. Well...that's the last thing they made me feel. I submitted by RSVP for the event, rearranged my schedule so I could attend it, spent $25 for carryout food for my family for dinner, and then drove the 30 min. to get there. As I entered the service area I am told the event was cancelled. Needless to say, I was very disappointed, especially since no one had taken the time or courtesy to call me or e-mail me of the cancellation.
The next day I contacted Dry Ridge Toyota to relay my dissatisfaction. I personally called the owner, Rob Marshall, and other than a very brief "I'm sorry", he then proceeded to say that he would check with his assistant, Ashley, to see if I was telling the truth that I had not been contacted and get back to me. I was appalled by this lack of trust in one of his new customers. Apparently he never took the course "The customer comes first and is always (or at least usually) right?". To add insult to injury, I never did hear back from him. He obviously did not care about my waste of time, gas, and everything I did to take the time to attend this non-existent event.
Now, every time I see their commercials I cringe. He spends huge amounts of money to advertise his business that offers great customer service which couldn't be further from the truth.
However, to be fair, the service side that handles repairs were very professional and courteous, so I have no complaints from that side of their business. They could definitely teach their owner a thing or two about how to treat their customers.