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  • Very disappointed with the recent experience. They were good about selling cars and doing preliminary routine maintenance. However, when one of my cars had a damaged navigation screen (it's a plastic piece similar to what you have on iPad e.g.) - I was told the only option was to replace the entire panel, for $1,600. No one seems to have cared that it's an unreasonable price and solution. Take it or leave it. Also, when I originally bought the vehicles, I was referred by my husband. We were told of an incentive program where they give you $500 for each car your referred customer buys. This was the ONLY business that didn't follow up on a promise of a referral fee. It was not a big deal. However, every few months there is a follow up call from some random sales person who asks how was our experience. I mention that it was good but my husband never received the referral fees. There is always a confused apology and promise of a follow up. And then silence. This has happened 3 times already. Last one said: I promise, I will solve this by Monday. That was 4 Mondays ago. When I bought last two cars from them, there was an additional promise of an added car alarm and other "extras" by a salesperson which evaporated by the time I was sitting down to sign the papers. Again, minor thing, which I chose to overlook. But in aggregation, these things just completely spoiled my experience. Even if each incident was following a proper policy and technically legal, I was left with a strong impression that no one gives a damn about you once you signed on a dotted line. I have a great respect for Toyota - and have been its client and it has been my client in my professional life. Very sad to see how lack of customer care tarnishes its name. I suggest a good book by a car dealer who provides an outstanding customer experience: https://www.amazon.com/Customers-Life-One-Time-Lifetime-Customer/dp/0385504454 Guys, please take me off your list. I will be buying all my future vehicles from another place. Thanks.
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