Navigating the car buying process can be stressful, and unfortunately, some dealerships make it far more difficult than it needs to be. One customer, Duane Craft, shared his deeply negative experience with Hartford Toyota Superstore in Hartford, CT, highlighting significant issues with their customer service, despite an initial positive interaction with a salesperson. His review, originally posted on Edmunds, details a frustrating ordeal that prospective buyers should be aware of.
Craft and his wife visited Hartford Toyota Superstore over Memorial Day weekend with the intention of test driving and potentially purchasing a Toyota Rav 4, specifically the Rav 4 Prime. While they found the desired models on site, they learned that the Rav 4 Primes were already sold. However, they did find a Rav 4 Premium Hybrid that appealed to them, and they decided to move forward with a purchase. This is where the positive experience ended and a series of customer service failures began.
Initially, the interaction with the sales lady, Jennifer Glidewell, was described as “Awesome.” She was helpful and accommodating. As a veteran of 28 years, Craft inquired about a military discount, which the dealership initially agreed to, offering a $500 discount. However, this goodwill quickly evaporated when Craft mentioned financing through USAA. The dealership retracted the military discount, stating it was a Toyota incentive and they were unwilling to add any requested accessories in conjunction with outside financing. Showing commendable customer service, the sales lady, Jennifer, stepped in and offered to personally cover the cost of the requested accessories to keep the deal alive.
Despite the salesperson’s efforts, the finance department and general management proved to be significant obstacles. The finance manager’s incompetence caused considerable delays. Paperwork was faxed to USAA but crucially, was not emailed, which would have significantly sped up the loan process. This oversight alone added a day and a half of unnecessary delay. Even after the loan was approved by USAA, Hartford Toyota Superstore refused to release the vehicle because the funds had not yet appeared in their account.
The situation escalated when Craft spoke with the General Manager, Rich McAllister. According to Craft, McAllister was “rude, lacked customer service, and disrespectful.” His insulting demeanor over the phone led Craft to initially cancel the deal. However, feeling responsible for the salesperson’s commitment to cover the accessories, Craft decided to reinstate the purchase, not wanting Jennifer Glidewell to bear the financial burden for the dealership’s shortcomings.
The financial mishaps continued even after the loan was funded. On a Friday, despite USAA confirming the funds were sent, the dealership claimed they had not received them and threatened to cancel the deal again. It wasn’t until the following Thursday, almost a week later, that the major source of the problem was revealed: Hartford Toyota Superstore had provided USAA with incorrect account information. This egregious error resulted in a significant delay in Craft receiving his Rav 4, pushing the delivery back from Friday to Tuesday. Furthermore, Craft’s loan accrued interest for nearly a week while the vehicle remained undelivered due to the dealership’s mistake. Adding insult to injury, General Manager Rich McAllister never even bothered to apologize for the substantial inconvenience and stress caused by his dealership’s errors.
Duane Craft’s experience at Hartford Toyota Superstore Hartford Ct serves as a stark warning. While some staff members, like Jennifer Glidewell, may offer excellent service, serious systemic issues within the finance and management departments can create a “Terrible Customer Service” experience, as Craft aptly titled his review. Prospective buyers considering Hartford Toyota Superstore should proceed with caution and be prepared for potential complications, especially when it comes to financing and dealing with management.
