Nonexistent Customer Loyalty
I am writing to express my disappointment with
Frontier Toyota following its recent change in ownership. My family and I have been loyal customers of Frontier Toyota for over 20 years, during which time we have purchased multiple vehicles and spent hundreds of thousands of dollars with your dealership. Historically,
Frontier Toyota demonstrated strong customer
appreciation and loyalty, which is why I felt compelled to give you the opportunity to earn our business once again as we are currently in the market for a new vehicle. While actively shopping, we were contacted by another dealership that had the exact vehicle we were looking for. Out of loyalty to Frontier Toyota, I reached out first to see
whether you had something comparable available. I contacted Chris, one of your sales managers, who initially expressed strong interest in earning our business. However, upon arriving at the dealership, Chris was too busy to meet with us and instead handed us off to a floor salesperson. After spending a considerable amount of time
there, I was told someone would follow up with me — which never occurred. After being contacted again by another dealership that had
the vehicle we wanted, I re-engaged Frontier Toyota one last time, believing that our long-standing loyalty would matter. Unfortunately, while we were temporarily out of town and fully prepared to place a deposit, we were informed that Frontier Toyota would not hold a vehicle
for us and that our 20 years of loyalty would not result in any consideration beyond that given to a walk-in customer. This was extremely disappointing and frankly shocking. The level of customer appreciation and loyalty that once
defined Frontier Toyota appears to be gone. The message we received was clear: long-term customers are no longer valued, and transactions are driven strictly by profit with no regard for established relationships. Based on this experience, we will no longer be doing business with Frontier Toyota and feel compelled to warn
others to be cautious. The dealership we once trusted has fundamentally changed, and not for the better.