John Roberts Toyota

My experience was great. They were kind and patient. All team members had my back, helping me find the right vehicle for me. Mentioned what I wanted and what I was looking for, and I was out the door with a vehicle even better than I imagined. The best part of it was the price. Thank you guy’s for all the support and help. Highly recommend using John Robert’s Toyota dealership.

Great buying process. No pressure, relaxed interactions with our salesperson Jerrick. Once the deal was done, very easy process doing the paperwork with Jordan. Good job guys. Kepp it up.

Subject: Complaint Regarding Incorrect Part Order and Poor Customer Service Dear Toyota, Corporate / Dealership Management, I am writing to formally document and express my dissatisfaction with the service I received from the parts department at John Roberts Toyota in Manchester, TN, regarding an order I placed on Friday, August 1. I ordered two ignition coils, part number 90919-A2005, and was told they would be delivered to the dealership by 9:00 AM on Saturday, August 2. On that Saturday morning, I confirmed the order status and was told I would be contacted once they arrived. I received a call around 9:30 AM and picked up the parts later that morning after. Upon attempting to install the parts, I realized they were incorrect. The part number on the items was 90919-02260, not the 90919-A2005 I had originally requested. I immediately contacted the parts department but was told by the staff that nothing could be done until Monday when the parts manager returned. On Monday, I spoke with the parts manager and explained the issue. Initially, he offered a refund if I returned the parts and suggested I reorder closer to home. I expressed a desire to continue dealing with his dealership, and he then agreed to reorder the correct parts and have them shipped to me with a return label for the incorrect parts. He promised delivery by 12:00 noon on Thursday, August 7. However, when I arrived home from work at 3:00 PM on Thursday, there was no package. I contacted the dealership again, and the parts manager told me the package was out for delivery and provided a tracking number. I followed up at 5:00 PM, but the manager had already left for the day. At 6:00 PM, I tracked the package again and saw that it had been delivered — not to my home, but to a Dollar General store in Bethpage, requiring me to retrieve it myself. On Friday morning, August 8, I received a call from the manager but no voicemail. I returned the call, and we had a heated discussion. He asked if I had received the package, despite having the tracking information that showed it was not delivered to my address. When I reminded him, he had guaranteed delivery by 12:00 noon Thursday, his response was dismissive, claiming he didn’t control FedEx’s delivery schedule and never made a firm guarantee. At this point, I had been without my truck for six days due to the original error in ordering the wrong part. The lack of accountability, poor communication, and dismissive attitude of the parts manager added considerable stress and inconvenience to an already difficult situation. I would like to request a review of internal processes to ensure proper part numbers are verified before orders are placed.

I drive here because of the people and the professionals even though I live 3 miles from Murphreesboro Toyota. It’s not just a dealership. They make you feel like family. I won’t go anywhere else.

Enjoying our new highlander. Thank you to Ben and Jordan. Both very helpful with buying our new car.

Great service. Quality work and on time. Forgot the sticker on the window for the next service date.

I purchased a new 4-Runner from John Roberts. The sales department I would recommend, but not the service department. I upgraded several items and paid for them such as wheels, badges, roof rack, etc. Some of the original replaced pieces were not returned even though I paid for them when I purchased the vehicle. Tire rotations were forgotten during a service, as well as, maintenance message was not cleared multiple times. I purchased a replacement hood scoop insert from parts department that was supposed to be black to match. It has since turned gray. The service manager said it was meant to be painted, and I replied that I was not told that when I purchased it. I am stuck with it because they will not make good on it. They have lost not only a service customer, but also a purchasing customer. Follow Up: The Service Manager did follow up based on the Owners commitment in their response to my original review. Unfortunately, asking me to pay 1/2 for roof rack replacement parts, that they lost, is not a solution. Especially since I already paid for them when I purchased the vehicle. The wheels are unaccounted for, and I was told there is nothing they can do about the hood scoop insert. I highly recommend getting everything in writing, and following up behind the service department to ensure everything was completed to your satisfaction. If you upgrade any parts ensure you ask if they need to be painted before installation, and that all original parts are accounted for if you are to receive them back. Very disappointing, but as I said previously, John Roberts Toyota has lost a service and purchasing customer.

Great service from the greeter outside through starting my car after purchase. Very satisfied with the entire process.

I gave 3 stars because they did help me to find the vehicle I wanted. I felt the sales person could have done better working with me on an out the door price. I searched other dealerships and found a new Tacoma with more options for $1400 less than their best offer. He did not offer to beat it or even match it. I did not buy at John Roberts. My advice is to shop other dealers to make sure you are getting the best price possible before closing any deal.

Always treat us with respect and do a great job when they service our vehicles