Ourisman Toyota of Richmond Parts Department

"Warning!!! For those who've dealt with McGeorge Toyota: Since their acquisition by Ourisman, I recently had a state inspection and was stunned by the $70 charge for a pair of wiper blades, which their website lists at $29.99. The dealership has clearly changed, and not for the better. Be prepared for pricing discrepancies and a shift in service standards."

"I can't praise McGeorge Toyota enough for their top-notch customer service in every department. Today Eric helped with an interior trim piece that had loosened across the roof. I had tried to fix it without success, but Eric popped it back into place with just the right amount of pressure and experience. He was so courteous and willing to help. He saved me from having to make another special trip an hour away. Thank you so much!"

"Great online Experience, Excellent prices for OEM parts, Vin confirmation of correct parts, fast shipping. Had to e-mail a question and had a response within the hour. Overall great experience ordering parts from McGeorge."

"Online Parts: Poor customer service. Pricing is decent. Shipping is expensive. I verified the part number fit my vehicle, over the phone and by entering my VIN, prior to placing the online order. When the part arrived, late might I add, it was incorrect. I immediately took pictures of the mis-packaged part and emailed them to McGeorge Parts. I followed the email with three phone calls that all went to voicemail. This was on a weekday afternoon. I sent a followup email stating that McGeorge Parts needs to answer their phone because my vehicle has been down over a week already waiting on this part and that I need the correct part shipped asap. The next time I called, a male voice answered. I explained the situation and he told me to hold while he reviewed the order and my email. He then told me my ‘only option’ was to send the part back, then once they verified it was returned, they could resend the correct part. I explained that my vehicle wasn’t drivable until I received the correct part and that his ‘only option’ could take two weeks! I requested for McGeorge to resend the part and I would return the unneeded part asap. He told me no, that it wasn’t McGeorge’s fault or problem and wouldn’t take the burden of having a part out without an additional payment. This is a ~$90 part. He then said if I wanted to speed up the process, I could place a second order, and reorder the same part, paying again for it. He restated that it wasn’t McGeorge Parts’ fault and after they received the wrong part, they could issue me a refund. I told him I wasn’t paying twice, I didn’t make the mistake. In summary, I ordered the correct part number, the order was delayed and arrived late and it was not the part number I ordered. I, the customer was in no way in error. I even called before ordering AND entered my VIN when placing the online order. I asked again for McGeorge to expedite an order for the correct part, as the pictures clearly showed the wrong part was sent. I was told no again, and that McGeorge didn’t make the mistake, that Toyota did. I explained that the seller and culpable business was McGeorge Parts, which the male argued against and disagreed with. I absolutely was frustrated and the male on the phone was absolutely obtuse, rude and indifferent to the burden this had caused me. I wasn’t seeking an apology or someone to blame. I didn’t need or want either of those. What I needed was the correct part, that I had already paid for, and that wasn’t delivered. I was down a vehicle until it arrived, so I need it asap. We argued back and forth as I was in awe of the arrogance and carefree attitude of the male from McGeorge Parts. We finally reached an agreement that he would reorder the correct part, once FedEx verified that the return had been received. I was first told no to this request, but that pissed me off so bad that he finally conceded. Piss poor customer service right there. I’m thinking this is just one bad employee. It was the NO that was the problem. It was his inability to treat a customer with respect and consideration. People will accept ‘no’ for an answer if you act like you care."