Sarah Manning [contact info removed] September 21st, 2013 Michael M. General Manager Melody Toyota 750 El Camino Real San Bruno, CA 94066 Dear Michael, I am writing to express my extreme dissatisfaction with your company. On September 20th my sister Deidra came in to look at a Scion Tc your dealership had in stock. She was Helped by your sales associate Jesus. During the whole interaction he was extremely rude in his tone and mannerisms. He made racial slurs during the test drive stating that Chinese people were so cheap and always tried to nickel and dime him, you know what I mean. My sister really liked the car so she just ignored the comments and continued with the transaction. When they got back to the dealership and they were reviewing papers I called to check on the progress, while I was on the phone with her I could hear him getting upset at her for submitting an inquiry on line to test drive the car. He said I dont give a damn I just need to get this straightened out in regards to who would receive credit for the sale. To hear the hostility in his voice made me very hesitant to have her proceed with the purchase. I told her to tell him we would come back that evening or in the morning. When she told Jesus that we would be coming back to finish the transaction he slammed his hand down on the table on anger and yelled so your sister is going to come down here and try to Jew me! Jesus then got up and walked away to go inform the sales manager. Deidra proceeded to follow him and was so disgusted at his comment she told him and the manager I dont want the [non-permissible content removed] car and then left. The fact that a manager did not intervene or call her afterwards shows a greater lack of customer service by the management team. This morning I have called the dealership several times and left several messages to speak with the sales manager and the general manager 2 hours later I have still not received a phone call. We were really interested in buying this car and my calls this morning were an attempt to allow them to fix the treatment my sister received. It seems however that they do not care. They are fine with the sales team making racial slurs and using intimidation to finalize a sale. They do not follow up with a customer that is obviously upset and had a bad experience. They also do not return phone calls or care about retaining business. I will be forwarding this letter to Sonic since no manager at Melody Toyota will return my phone calls. **UPDATE** The sales manager returned my call after leaving a voicemail asking about purchasing a car. I explained the situation and the manager replied with so what would you like me to do? I only work here for 4 months I dont know what to do? Really?! These are the managers you have running your million dollars worth of inventory?
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