Barbara sent a message to Michael J. Jackson – Chief Executive Officer of AutoNation Inc. – Email Address that said:
My husband and I have bought twoToyotas this year from Ft. Myers Toyota. One a 2016 Highlander Limited and Th other a 2016 Corolla. I bought an Avalon from the previous owners of this dealership and the service department was always the best we have ever used. This buying experience was smooth and told friends to go and they also bought a new Highlander. I brought my Highlander in for 5,000 mile checkup with an appointment at 8:30, at12:00 I asked how long it would be. I was told by service advisor Jessica that my car was found to have a leaking Timing Cover. She informed me it would not be fixed before day over and they would provide me with a rental car at their expense, I live in Naples. I told them I would be flying out of town in two days and was told it would be done by 2 the next day. I drove back up and was told that the engine had to be removed to address the problem!!! That was never explained to me. Of course it was not finished. I was told to take the rental car to the airport and they would bring mine there for me to pick up in 6 days when I returned. I was referred to whatever "manager" was available at that time. He was condensating in his responses to my angered questions. I took the rental and left my BRAND NEW HIGHLANDER that had the engine out of it. Another "manager" Andrew called and tried to explain the situation. I got back to airport and my car was there, luckily we had our second set of keys with us. I called the next day to see when they would deliver my keys back to me and was told it would be that day. I stayed home and they were delivered to me without a phone call ahead. The person who delivered them said he tried to call with no answer. It was discovered he was calling a number that I HAVE NEVER HAD. When I reviewed the invoice they left with me there was a section C which had the sentence "guest states there is oil leaking on the garage floor// not a lot//" THAT IS AN INCREDIBLE LIE, I NEVER STATED THAT!!!
I am so mad just writing this to you it is hard to believe. As you can imagine I will never return and will not be able to refer anyone else to your facility. The dat I first went there for service June 14, 2016
I have contacted Toyota and they have offered a 100,000 mile warranty with no deductible.
Very disturbing to say the least
Barbara
