Town & Country Toyota

A/C stopped blowing in our Prius, so I made an appointment for a Saturday morning. I arrived on time and still had to wait 20 minutes before a Service Adviser came over to help us. We were one of two cars in the bay, so I'm not sure what they were so busy doing. My Service Adviser told me that we would get a call in a couple hours once the Technician diagnosed the problem with the A/C. We did not hear from Toyota until the end of the day, right before they closed, and the Service Advisor told us they would order the part first thing Monday morning and call me by 10am. Monday came and I did not hear anything, so I called around 2pm. After listening to the same automated message repeat three times before finally transferred me to a person. I asked to speak with my Service Advisor, so they transferred me to his line and no one picked up. The voicemail message wasn’t even his, so I had no idea if they got my message or not. I waited an hour without hearing back, so I called again. Same thing happened: listened to the same automated message three times, talked to the same person, and they sent me to the same voicemail. I waited another hour and called back again, going through the same process, but this time asking the person if they can physically hand the phone to my Service Adviser. They said they are in a different part of the building, so they cannot, but they transferred me to the Service Manager instead. I got her voicemail and left another message. I waited another hour and a half, now 5:30pm, and called back again. The same Service Receptionist picked up, but this time they apologized and offered to physically walk down and hand my information to someone and wait there while they called me back. I finally get a call back at 6:30pm, over 8 hours after I was expecting to find out the status of my repair, and I get excuses “Sorry, man, I had all sorts of stuff happen this morning and I wasn’t in until late.” Then I find out my car will not be ready until Tuesday morning because the part was not ordered first time as promised. On Tuesday morning, I get multiple calls from the Service Director and Service Manager, both leaving messages saying my car is ready to be picked up. I guess they realized how much they screwed up on Monday and were trying to make up for it. I talked with my Service Adviser around 11:15am and asked for a shuttle to pick me up from home. He said the shuttle would leave shortly to come get me. An hour and a half later, the shuttle still has not arrived, so I call to leave a message and go through the same frustrating process as Monday. After leaving voicemails for the Service Adviser, Service Manager, and even the Service Director when no one else returned my call, I finally get a call from the driver around 1pm. He drove to Gastonia! I live in South Charlotte, 15 minutes from the dealership, so now he’s 45 minutes in the wrong direction. He shows up at 1:45pm, 2.5 hours from when I requested the shuttle. Super nice guy, but he took his eyes off the road twice to check his phone while driving me to the dealership. Did not feel safe, but I was grateful for the ride. Finally at the dealership, my Service Adviser is on the phone! Ironic. I have to wait almost 15 minutes before he runs in with the paperwork and says they will give me a 20% discount and a free service next time. I told him how important communication is to me, as a customer. I said it doesn’t matter if the estimate is wrong, but you have to communicate and at least let me know what’s going on, either way. I’ve been living in Charlotte for over 5 years and have had my Prius routinely serviced at Town and Country Toyota, but after this experience I do not want to go back, especially for any non-routine repairs. The level of service and communication has certainly gone downhill, and they just don’t seem to care about providing a good customer experience.