If you plan on shopping at West Ashley Toyota in Charleston SC be
sure to read the reviews. If you have already shopped at West Ashley Toyota
please take a moment and write a car dealer review and let others know what to expect,
Good or Bad.
I had always been told that the Sales Dept. was high pressure so I special ordered my 2000 Tundra in Dec. 1999 from a dealer in Myrtle Beach. I had ALL my recommended service done at West Ashley (and have the paper work to prove it) and without fail I had to return for an UNRELATED problem. (Coincidence maybe but it's realy stretching the borberies of coincidence) I had parts removed and left on top of the engine, which I discovered several weeks later that could have fallen in to the fan I reported that and was told "I was lucky".
Parts were damaged as a result of service perfomed, which were later repaired and or replaced but not without disagreement and being told that "that tech. no longer works here" and made to feel that I was taking advantage of THEM!
Im now in need of a 60,000 mile PM but refuse to return to West Ashley Service Dept. and unfortunately I now have to buy a Haynes Manuel and become knowledgable on performing preventive maintenance procedures to my truck.
Does anyone recommend an honest Toyota Service Dept. in Charleston SC
Disappointed with Service, My name is Ann and I am the Customer Relations Manager here at West Ashley Toyota. I would like to talk to you about your experience in our service department. Please call me at the dealership at 843.556.9110. You don't give any details that would help me find a way to help you out here, or look up your history. I'd like the opportunity to earn your business back. Please give me a call.
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August 25, 2009, 9:27 pm
Disappointedwithservice
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Comment on Service Shaft
I will do my best to call you tomarrow, Wednesday Aug.26th. However my concerns shold have been documented. I additionaly relayed them to a Representative who contacted me to reminder me that I was over due for service. Id be interested to no if anything was reported then either.
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August 26, 2009, 8:12 pm
Disappointedwithservice
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Comment on Service Shaft
Ann I took the liberty to post your responce: I couldn't respond to your 2nd message. I'm sure that your situation has been documented, but there is nothing in your message or profile that would allow me to research it. I don't know your name, when you were here, when you received the phone survey, etc, information I need to have in order to look into what you say here and help you out.I look forward to your phone call.Have a good day! Now that you have more information and as you say "perception is reality" I await your findings for the 7 complaints each proceeding my 11 preventive maintenance service calls.
I needed a dependable car because I have a daughter and my sister was also having a baby whom I would be watching so she could attend school. Wow... I did not realize what I was getting myself into by going to this dealership. I was judged and then taken advantage of because I was a woman. I felt rushed and pressured into buying the car. I had many regrets after the papers were signed. Financing was also terrible....I was lied to several times by the salesman, the managers, and the financial advisor. Financial advisor told me he was quote "throwing things in the deal for me" while he was actually charging me for them. I was also promised things that I did not recieve. Then after them trying to bribe me with $100.00 to give the company a good survey, I spoke with Dashannon on the phone about this he proceded to curse at me because I told him I would be giving them a bad review. I was so disappointed in this company. I work with thousands of people and I will be sure to put my experience out there for everyone to know about. WHAT TERRIBLE CUSTOMER SERVICE!
Comment on Single mother got screwed by Toyota West Ashley
Hello! I'm the Customer Relations Manager and I spoke with you after you bought your vehicle in November, 2008. I also scheduled the adds we promised on your vehicle - tint and remote entry. We gave you a loaner car for the day. I called you later to see how things were, and you told me you were displeased with the tint and the remote entry system. We did reimburse you for the tint - not to bribe you for the survey, but because we want our customers to have a "Toyota Experience". You didn't have one, and we wanted to do what we could to make it right. Dash was pulled into the conversation because he had indicated you two were friends outside of the dealership. Perhaps because of that stated relationship, he felt like he could speak to you in a manner that was more personal rather than professional. I don't know what he said to you, and as he hasn't worked here in six months, I can't ask him about it. I do know we train our sales associates in how to talk to unhappy customers. If Dash talked to you in a more personal manner, it wasn't as a representative of this dealership. I'm not sure what prompted you to post this at this time, but if you feel the need to discuss it further, please call the dealership at 556.9110 and ask to speak with the Customer Relations Manager. I would be happy to talk with you more about this. Whatever you decide, we do wish you all the best.
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July 1, 2009, 9:57 am
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Car dealer check note on Single mother got screwed by Toyota West Ashley
ToyotaGirl if your an official representative for West Ashley Toyota you should apply for a Dealer Account it's no cost and verifies that you truly work for West Ashley Toyota.
I was shopping for a car for several weeks and getting quite frustrated by the salespeople I met and the prices that I was receiving. I wanted a Honda or Toyota, and it did not take me long to want to get out of the first Toyota dealership I went to here in Charleston. I did not like the salesperson or the managers who put pressure on me, and certainly did not like their prices. I felt they were condescending to me as I was a woman.
Then a coworker of mine suggested that I go to West Ashley Toyota where they bought their car. They said the received a good deal on a car and and they have had excellent service experiences since then. I went there and the salesperson named Will was very nice to deal with, put me at ease and did not put any pressure on me. He was very professional, showed me the models I was interested in, and took me on test drives in several of them. Then when I found the one I liked best he went to management and gave me a price on that car that was quite a bit lower that the other local Toyota dealership I went to.
They got me an interest rate lower than I expected for the financing and I drove home with my new Prius which I just love! When I was originally checking them out on line I saw several of the other articles at this site and realized they were not customers but seemed to be just a cleaning crew who had sour grapes for being fired, and the next post looked like a friend of theirs that they set up to write that article. So I wanted to write about my excellent experience there. I can highly recommend them.
Sheri, please allow me, as the Customer Relations Manager, to thank you for your kind words. As a business, we benefit from all reviews, good and bad. The bad ones keep us on our toes and make us work smarter and harder to give our customers a Toyota Experience. The kind words and positive reviews lets us know our efforts have borne fruit. So, thank you for your words - I've passed them on to Will, who greatly appreciated them! Please remember us when it's time to service your vehicle.
We where the cleaners of this dealership and i just wanted to reply to the person who had compassion and repoted how the manager spoke to us. There is always two side to a story and honestly I am a college student who goes to school in the day and works hard at night, along with three other people. We clean about 6 other building a night include BMW, Live5 New just to name some of the biggest place we clean but by far the most dirtest place we ever had to clean was this place. Our biggest job took us 2 hours tops this place can take up to 3. We could get there at closing time and the employess theyre would just be stand around watch tv while we would be trying to clean and dirty the place right back up. ON A DAILY basis one of the men who worked there would go in the bathroom with a news paper an food and eat while reaing a newspaper an leave it all over the floor. At first I was think it may just be a customer that made the mess until it started happening everyday. Our supplys that we pay for would be used and take out of the closet. So there would be time when we got to work and we would have no clothes or the mop that we use for the main floor would be all the way in the back and be used to pick up the grease from cars. We complained and asked several time not to used our stuff, unfortuintly it had to come to the fact of the manger lying and saying that we moved desk and said she no loger wanted our services. All of this happen not soon after she gave us an evluation says that we were doing a good job. I could go on and on and on. What was done was horriable but in the industry this is sometime what you have to deal with . People assume that you are there pesronal maid and not a commercial cleaner. Not sure honeslty how there service is but i know for such that they treated us like we were the trash. I have told evey one i know to say away from that place, I even made and annocmennt at my church explaingin how we were treated.In time like this you can just treat people wrong like they did. Go to the Toyota on Rivers.....:dev il(
I took my car to be serviced there and realized how they treated the cleaning crew. I personally know someone who does cleaning for a living and understand how hard it is of a job. But the manager who goes by alicia made them go and clean the bathrooms which were left very clean soon after a couple of people and sales people went in dirty it up and she accused them of not even cleaning it. To go with this disrespect when i took my car to get repaired for an oil leak they told me that my transmission what blow out and i know it was not cause i would have not been able to drive there. I ended up taking somewhere else and come to find out they just wanted me to pay for a whole new transmission. I would not recomend any one to buy or even inquire about a vehicle there.
I hope they get shut down or go out of business!!!!!
Hello, Hardworker. I am the Customer Relations Manager for West Ashley Toyota. I can tell you without a doubt the manager you saw takes great pains to treat our customers and our employees with dignity and respect. At the same time, employees, from the General Manager down to the porters, are expected to do their jobs and do them well. There is an old saying that perception is reality. The appearance that the bathrooms had not been cleaned was the issue, and has been an ongoing issue at the dealership. It was an issue that needed to be addressed and corrected. So, what seemed like disrespect from your end was a manager's responsibility to make sure that work is done, and is done properly. In regards to your vehicle, did you take get your second opinion from a Certified Toyota Technician? Our Technicians are manufacturer trained with the latest Toyota diagnostic tools. Our Master Tech would not have recommended you replace your transmission if it did not need it. I truly am sorry that you did not have a Toyota experience when you were here, and I hope you would give us a second chance. I wish you all the best in the future.
Hello, Hardworker. I am the Customer Relations Manager for West Ashley Toyota. I can tell you without a doubt the manager you saw takes great pains to treat our customers and our employees with dignity and respect. At the same time, employees, from the General Manager down to the porters, are expected to do their jobs and do them well. There is an old saying that perception is reality. The appearance that the bathrooms had not been cleaned was the issue, and has been an ongoing issue at the dealership. It was an issue that needed to be addressed and corrected. So, what seemed like disrespect from your end was a manager's responsibility to make sure that work is done, and is done properly. In regards to your vehicle, did you take get your second opinion from a Certified Toyota Technician? Our Technicians are manufacturer trained with the latest Toyota diagnostic tools. Our Master Tech would not have recommended you replace your transmission if it did not need it. I truly am sorry that you did not have a Toyota experience when you were here, and I hope you would give us a second chance. I wish you all the best in the future.
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May 15, 2009, 12:45 pm
CollegeGirl
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Comment on Stay Away For this Hell Hole
We where the cleaner of this dealership and i just wanted to reply to the person who had compassion and repoted how the manager spoke to us. There is always two side to a story and honestly I am a college student who goes to school in the day and works hard at night, along with three other people. We clean about 6 other building a night include BMW, Live5 New just to name some of the biggest place we clean but by far the most dirtest place we ever had to clean was this place. Our biggest job took us 2 hours tops this place can take up to 3. We could get there at closing time and people and theyer would just be stand around watch tv while we woul be trying to clean and dirty the place right back up. ON adailay basis one of the men who worked there would go in the bathroom with a news paper an food and eat while reaing a newspaper an leave it all over the floor. At first I was think it may just be a customer that made the mess until it started happening everyday. Our supplys that we pay for would be used and take out of the closet. So there would be time when we got to work and we would have no clothes or the mop that we use for the main floor would be all the way in the back and be used to pick up the grease from cars. We complained and asked several time not to used our stuff, unfortuintly it had to come to the fact of the manger lying and saying that we moved desk and said she no loger wanted our services. All of this happen not soon after she gave us an evluation says that we were doing a good job. I could go on and on and on. What was done was horriable but in the industry this is sometime what you have to deal with . People assume that you are there pesronal maid and not a commercial cleaner. Not sure honeslty how there service is but i know for such that they treated us like we were the trash. I have told evey one i know to say away from that place, I even made and annocmennt at my church explaingin how we were treated.In time like this you can't just treat people wrong like they did and will do to you. Go to the Toyota on Rivers..... You have it right stay away
I went to have a routine oil change at a standalone shop (not the dealership). When the oil cap was removed, the technician saw a yellow "gunk" type matter. He told me that it is possible that there is an engine problem and I should take it to a Toyota dealership since my vehicle is still under warranty. I appreciated his honest advice even though it meant me leaving his shop to take my money elsewhere.
I was worried about my truck, so I took it immediately over to the West Ashley Toyota dealership. I pulled up and showed Greg Engert the problem. He then went and grabbed one of the other mechanics to take a look also. They immediately told me the gunk was a tell-tale sign of a cracked head gasket. Thankfully, my engine is still under warranty! They tell me they will have to clear it with the office in North Carolina before they can do any work to make sure it's covered. Fine. I leave my truck with them and I get a ride home.
I'm still worried about my truck, so I load up google to try and find some answers as to how it could've happened since I take good care of my vehicle. The first page of listings are for forums with people who had the same issue as me. It's a very common issue with people who drive short commutes everyday and don't get the engine nice and hot to burn off excess condensation. I immediately tried to call the dealership, but alas I guess they had just left for the day because there was no answer. So I did the next best thing I could think of and I wrote Greg Engert an email. I told him what I found and let him know that I do indeed have a very short commute and never get my engine nice and hot. I asked if this could be my problem instead of the engine.
Well Greg told me when I brought it in that he would get back to me around lunchtime to let me know what he found out. At 4:30, I give him a call since I hadn't heard anything. While on the phone, he said he was reading my email. He said nothing about the possibility that my truck is completely fine and the "gunk" was normal and just needed to be wiped out. Instead, he tells me that they need to open my engine. He said the cost would be covered under the warranty if something was wrong, but I may have to pay for it if there is no issue at all. I told him I wanted to know for sure if it would be covered or not and we hung up.
At this point, I call a co-workers husband who is a mechanic. I told him about the "gunk" and he immediately told me it was very common with short-commuters during the cold months and it isn't a problem. The Toyota guys never even mentioned it! I emailed Greg (to have a paper trail) that I didn't want any work done until we can talk about why my issue WOULDN'T be from short commutes. No response. I call and he tells me they already opened my engine and it will cost me $140 to find out nothing is wrong.
So now I'm stuck with this bill that was for something completely unneccesary. Either the service department at West Ashely Toyota is incompetant and didn't know about that issue and didn't take 30 seconds to look into it, or they're dishonest. I'm sure they're good at what they do, so that just leaves they don't care at all about the customers and just wanted to bill me $140 for nothing. I'm not 100% convinced they even opened up my engine to look.
Now I get to try and fight to have the charge covered under my warranty since both mechanics told me it's an engine issue. They didn't for a second ask about other symptoms that would indicate an engine problem. Every aspect of my situation screams short-commute and cold weather was my problem. I really wish I had researched it before I took it to West Ashley Toyota. Silly me for thinking they might actually be honest.
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March 17, 2009, 4:14 pm
TaxManChas
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Update on Dishonest and Misleading Service Department
Update: I spoke with Greg Engert and he has agreed to cut my charge in half. Unfortunately, I am still paying $70 for work that I did not authorize. Perhaps customer service will help clear it up or I'll challenge the charges with Visa.
Comment on Dishonest and Misleading Service Department
I did research you situation. When a customer comes in with a situation like yours, we do have to look at the vehicle and do a diagnostic before we can state emphatically what the problem is. The technician has to be paid for that service; he doesn't work for free. I don't work for free - I'm sure you don't either. While customer input is helpful while we investigate the problem with the vehicle, the technician still has to do the diagnostic work, and he should be paid for it. It is unfortunate that your email did not get to Greg in time to halt the diagnostic work - he was working in good faith based on your earlier conversation. Greg reduced your fee as a sign of our good faith. We cannot reduce the fee further.
This was my third dealing with them, and will most certainly be my last! Our actual salesperson seemed very nice and accomodating, but everyone beyond her was extremely rude and callous. After test driving and deciding on our choice of vehicle, we returned to West Ashley Toyota to purchase a Scion. After talking them down from their ridiculously high "documentation fees" (this took 3 visits, walking out on them when they refused to budge), we finally started financing and trade-in talks. Their managers both treated us as hostiles, instead of customers, constantly berating us for wanting a better deal. They low-balled the trade-in, constantly hid fees and lied to our face about the final price. After confronting them about not truthfully including TTL in the final price, the manager stormed out and informed us "we've decided not to do business with you, leave now!" I had two similar experiences buying a Scion for my ex-g/f and buying my Toyota. All three times we've taken our business elsewhere (Columbia and North Charleston), and got much better service, and a better deal.
Quite simply, don't waste your time here. You're better off going to another Toyota dealership...
USMCGeek,I'm the customer relations manager at West Ashley Toyota. I saw your post here and on another site and had to investigate. First, I'd like to say that we appreciate all feedback; we are not able to improve without positive or negative feedback from our customers.With that said, what you are calling hostility towards for trying to get the best deal was mainly frustration from our managers. Once we have the paperwork that says all parties are in agreement, negotiations are over. However, after we had signatures and were ready to proceed with financing, your girlfriend would start renegotiating. After the third attempt on your second visit to come to an agreement, when we thought we had an agreement on the Scion, and your girlfriend came back with another counter offer, our managers exercised their right not to do business. I would also add that on your first visit, your girlfriend didn't tell us about her trade until we had come to an agreement with her and the finance company. In the end, we had agreed to pay more than what was owed on the vehicle...and then she came back asking for more.I would ask that you look at it from a different perspective. Suppose we had negogiated a deal with you that you accepted readily. Then say we came back five minutes later and told you we would do the deal, but for $5,000 more and we were removing the radio. After all, we're just trying to negotiate a good deal for us, why would you object to that? Say we did that a few more times. I suspect you would be very frustrated with us and decide not to do business with us that day.I am sorry you and your girlfriend had a bad experience with us. It is rare that a customer has a negative experience, but unfortunately sometimes it happens. Our customer satisfaction scores in the top 15% of the country among Toyota dealers, so we must be doing something right. We are more than happy to be flexible when negotiating a deal if the customer is willing to be reasonable.If you wish to discuss this further, please don't hesitate to call the dealership and ask for the Customer Relations Manager.
USMCGeek, I'm the customer relations manager at West Ashley Toyota. I saw your post here and on another site and had to investigate. First, I'd like to say that we appreciate all feedback; we are not able to improve without positive or negative feedback from our customers. With that said, what you are calling hostility towards for trying to get the best deal was mainly frustration from our managers. Once we have the paperwork that says all parties are in agreement, negotiations are over. However, after we had signatures and were ready to proceed with financing, your girlfriend would start renegotiating. After the third attempt on your second visit to come to an agreement, when we thought we had an agreement on the Scion, and your girlfriend came back with another counter offer, our managers exercised their right not to do business. I would also add that on your first visit, your girlfriend didn't tell us about her trade until we had come to an agreement with her and the finance company. In the end, we had agreed to pay more than what was owed on the vehicle...and then she came back asking for more. I would ask that you look at it from a different perspective. Suppose we had negogiated a deal with you that you accepted readily. Then say we came back five minutes later and told you we would do the deal, but for $5,000 more and we were removing the radio. After all, we're just trying to negotiate a good deal for us, why would you object to that? Say we did that a few more times. I suspect you would be very frustrated with us and decide not to do business with us that day. I am sorry you and your girlfriend had a bad experience with us. It is rare that a customer has a negative experience, but unfortunately sometimes it happens. Our customer satisfaction scores in the top 15% of the country among Toyota dealers, so we must be doing something right. We are more than happy to be flexible when negotiating a deal if the customer is willing to be reasonable. If you wish to discuss this further, please don't hesitate to call the dealership and ask for the Customer Relations Manager.
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Certified my a$$***This Review is not Verified by fred1972***
** This review is not verified by fred1972 ***
Since this review is not verified it neither counts for or against
the dealership and does not count in overall scores.
Pressure from salesperson to "Buy Now"
Normal
How did you first contact the dealership?
Walk-In
Did you purchase from the dealership?
Yes
Would you recommend this dealership?
No
Name of Your Salesperson?
Matt
Review Ratings Score
Pricing
1
Greeting
2
Honesty
0
Time
0
Questions
1
Promises
0
Financing
0
Treated
0
Overall Score
0.50
Many people who take the time to write a review about a company have probably been burned by that company. I fall into that category. I bought a "certified" camry from these people in 2006. Turns out the "certification" is simply a checklist, and is about as valid as a gay marriage in SC. Certified probably means that it was an abused rental that they couldn't have sold without certifying it. I had to take my car back to be repaired EIGHT times over the course of two years for the same probelm. After the first few times I did a little research and found that the problem had to due with a heavily documented "toyota technical service bulletin". I actually provided them with the repair procedure that I found on the internet, and they still could not fix my "certified" camry! They finally told me they couldn't fix it at all. You're probably thinking that I'm exagerating, but its the complete truth...they couldn't fix it and they actually wrote it on the last service statement.
By the way, I need to add that my wife and I have PERFECT credit. They stuck 9% on me when we bought the car and told me it was a standard used car rate! Please consdier this information before buying from this palce.
Fred, I’m the Customer Relations Manager at West Ashley Toyota. We strive to provide our customers with the best service possible. Sometimes, however, things do not go according to our or the customers expectations and we end up frustrating and disappointing customers. I was not at the dealership in 2006; neither was the team of managers we have in place now. We can’t go back and change the past and undo what has been done. However, I can do two things: offer you our sincere apology for the level of service you received in our service department and ask you to please give the new team a chance to take care of you and your Camry. We would not risk upsetting a customer twice.
I can't believe how I was treated at this dealership. These people treated me like I was an idiot. In financing, they lied to me and told me they were giving me a 15% interest rate because my credit is bad. I monitor my credit monthly because of past identity theft and know my credit isn't bad. After refusing their offer and telling them I would finance through a bank who offered me 5.95%, they kept trying to pressure me to sign a backup contract with them and put money down. Since I refused this as well...they continued to call me over the next couple days threatening to sell it to other people. I eventually bought the car (BIG MISTAKE). They made a deal with me to certify it. They have know had to re-certify it three times because of shoddy work. The certification is still not complete. Their service people checked off completed items that were obviously not completed. After my last visit there to get it certified, my $450 amp and sub were stolen out of my trunk when they had no reason to even open my trunk. After calling about this they blew it off and wouldn't even go check the back of the service department to look for it...guess who is calling the cops. They also*conveniently*lost contracts that*benefited*me on multiple occasions. STAY AWAYS!
ScionG300, I had just started working at West Ashley Toyota when I heard of the problems with your vehicle purchase. I did some research when I saw your post here. I did find out that your salesperson was on his way out and knew he would not be there to handle any follow-up for you. So, he promised the world. The way this happened was uncalled for, and is part of the reason the salesperson is no longer here. Even when circumstances are optimal, sometimes things fall apart. This is not an every day occurrence, and it is something we work hard to avoid. However, West Ashley Toyota has done everything possible to make the experience right for you and to take of your needs and wishes. We made sure your vehicle was properly certified, we provided you with rental cars while your vehicle was in the shop. We replaced your stereo. Our General Sales Manager worked with you and your dad to make sure you were happy. I’m sorry this was your worst car buying experience ever. As a woman, I am sensitive to how other women are treated and I apologize on behalf of the dealership that you were condescended to. That is not how we want any customer to feel about their interactions with us. I know this may be cold comfort, but your experience has helped ensure that others won’t have a similar one.
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January 26, 2009, 3:29 pm
sciong300
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Comment on worst car buying experience ever!
Hi toyotagirl,Thank you for taking the time to look into my story and please excuse the thousands of spelling errors in my previous post. I wrote that post the night my stereo was stolen and was quite livid. It makes me really happy that John no longer works there. I actually ran into him at the bar the other night and I threw up in my mouth a little bit because he is such a scum ball. But, I would also just like to add that John was not the only person who treated me poorly at West Ashley Toyota. Heather, your Public Relations person, and Bob, the general salesmanager, where equally as rude and negligent. Yes, I did get reimbursed for my stolen items, but that took three weeks and numerous phone calls on the behalf of my father and myself for that to occur. I never once received an apology for my stolen sub and amp. Actually, you are the only person to EVER apologize for the way that I was treated there and I thank you for that. The only person who was respectfully and helpful was John in the service department. I would now like to finish the story of my experience at West Ashley Toyota. I purchased my car on September 29th and it wasn't until December 8th that my car was certified appropriately. My car was taken in 5 times to be certified. To this day there are still little things that were not completed as promised, but I settled so that I wouldn't have to miss anymore work and waste anymore of my time. Yes, they did provide me with car rentals, but this was after I was denied numerous times and made a big stink about it the next time I had to get my car certified. I am still not happy with the car I received and to this day I haven't received a survey from Toyota asking about my experience. I recently typed a four page (single spaced) letter to toyota explaining what happened to me at West Ashley Toyota, which included every date and time each incidence occurred. I again thank you for YOUR time in writing to me and your apology. It really does mean a lot to me, but I stand by my word and tell everyone I know at work (MUSC) and old college buddies (CofC) to stay far far away from West Ashley Toyota.
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WHAT TERRIBLE CUSTOMER SERVICE!
A great place to buy a car!
. Go to the Toyota on Rivers..... You have it right stay away
worst car buying experience ever!