CAR•TOYS — Attraction in Rockwall

DO NOT DO BUSINESS with CARTOYS ROCKWALL

As a business owner I’m giving you my fair warning and review

I purchased a head unit, install and a backup camera

I went in there and discussed my truck with the head guy that runs the store

I talked to him about all my concerns One being that I had a speaker that was not getting power

He confidently told me it’s 1 of 2 things. The radio or the speakers

I told him I had already replaced the speakers and the problem did not go away so the next step was the radio

He 100% agreed it would fix it.

I turned my truck in to them for the estimated 1 day install.

They could not complete the steering wheel controls on day 1 so I had to return whenever

So I drove it home and inspected all the functions

I found out that many things didn’t work on the radio accessories and now things on my truck that was previously working weren’t.

3 days later and my dash being taken apart multiple times at this point. Because they had zero quality control. They didn’t inspect their work. I as a customer had to.

I had several issues with the install here is my list. Dash kit for radio was not flush and was recessed and looks horrible. The installer told me it was how the kit was designed which is a joke

The microphone was not working

My brake controller had a fault and did not work I even tested it on my trailer which made me return next morning since I tow a trailer everyday. Huge issue!

And the speaker that I had mentioned to multiple people was never diagnosed or looked at. When it was eventually looked at they did exactly that. “Look” then put it back together and tell me it was ready….. what company doesn’t go over solutions with their customers concerns??

They had my truck for 3 days and were able to do the job right after I as the customer told them the issues. It felt like I was managing them over the phone.

I spoke to the head guy multiple times over the non working speaker and they wouldn’t even give me a break for running a new wire even after I was already upset and practically managing or should I say holding their hand to “finish” my truck after them repeatedly telling me my truck was “ready” they just kept moving my truck back n forth with zero solutions to make the customer happy.

Somewhere along that mess the main guy said it was $140 to run a new wire. Then he made me speak to the tech which then said $280 At that point I was DONE

I had to go back for a half done install but then they want to beat me up for a simple repair, charge me more.

Not once did management check to see if I was happy with the overall experience. Even knowing that I was unhappy for 3 days. But you know who did? Another gentlemen who was at the very bottom had treated me kindly and listened to my concerns but it was already too late since I know they don’t care about their customers experience. You know how I know?? Because I’m here doing a review instead warning others to take their hard earned cash elsewhere

Just trust me on this one! Find another...

I would like to publicly recognize the exceptional service, my personal experience and the motivation behind this message. I am not a Car Toys “fan”. I am a Car Toys FANatic! Over the years and regardless of the store I visit. Each time I go in for a new product or resolve an issue I was unable to fix (in today’s case). I always get outstanding service. However, today was much different than I ever expected in a VERY positive way. Not 1 or 2 professionals assisted me, asked me questions in order to identify the issue and resolve the issue. I had 3 outstanding professionals helping me. Not only helping me but these gentlemen made me feel as if I was the only customer Car Toys had this morning when that couldn’t be further from the truth. Most will take the time to complain but few take the time to recognize over the top customer service.

I would like to publicly recognize Jeff, Ernie and Chet at the Rockwall store. These 3 gentlemen collectively got together, developed a plan, resolved my issue and had me back on the road in 15 minutes or less. These guys far exceeded my expectations by a long shot!!! I am a long-time customer and have years of experience with several Car Toys locations. It’s fair to say that Car Toy’s as a company had already set a very high bar before I walked into their store this morning. Jeff, Ernie and Chet not only exceeded my expectations but blew the door’s off of any competitors in the industry.

My hope is their leadership team sees my message and is made aware of the outstanding work their team is doing day in and day out. Advertising can help promote a company and attract new business. However, it’s almost impossible to quantify word of mouth and 1st hand over the top customer experiences like I received today. Furthermore, I will continue to direct anyone and everyone I know to join the Car Toys customer base. You will not regret it one ounce. Should they have a full schedule due their reputation and are unable to fit you in at that moment. Make an appointment!!! It’s most definitely a decision you will not regret. As far as I am concerned it’s make an appointment with the pro’s or end up with a disappointment with their...

I came to this location after having such a good experience before with my previous vehicle. I brought my Nissan Armada to have a stereo installed. No issues buying everything and setting up the appointment. I came into my appointment and waited 3 hours for the stereo to be installed. The guy comes out and says they have bad news. They couldn't get the stereo to work and they think it's something faulty with the wiring harness they got. Kind of annoyed but whatever, not really their fault. The guy tells me that either the manager or someone will contact me the next day to figure something out.

I wait till the end of the second business day since no one has reached out to me yet which frustrated me. I talk to a guy on the phone and he says to hold on and let him call me back so he can look into the situation. I wait 30 minutes and no calls or anything. Beyond annoyed, I decided to stop by the store on my way to work. When I walk in, they have no customers and the guy I talked to his on his phone doing something. I politely state that I was on the phone with him and he was supposed to call me back but never did. He then proceeds to ask me my name and then says again, "Let me go talk to them about it". You had 2 whole days to figure this out and you're JUST now looking into the issue? I was under the impression that they were looking to solve the problem but they weren't. The guy then tells me that it's a known issue with the wiring harness...well why wasn't I told this before I purchased it? I was beyond frustrated and the guy asked me if I was interested in some adapter to add apple car play to my existing stereo which was stupid. Got a refund and left and went down the street to Super Sound and had the stereo installed with no issues. The other problem is this guy literally is not aware of how bad his customer service is.

This review is in no way to their installation people. I'm sure they do solid work and loved the work they did for me in the past. I just feel like the customer service part of this company is lacking. As a paying customer, I expected way better service than what I got. I absolutely hate being blown off and I feel like they...