Anne Earman

I’m sharing this to raise awareness and also to see if anyone has any information. My Toyota Tundra had both catalytic converters cut off while it was parked at Gloucester Toyota’s service lot some time anyone has any information. My Toyota Tundra had both catalytic converters cut off while it was parked at Gloucester Toyota’s service lot some time in the past few weeks. For context... my truck had been serviced there, and because the repair bill was significant, they parked it on service lot after the work was completed until I could pay the balance. I was told that was completely fine that I didn't come immediately and there was no urgency to pick it up. When I returned to get it, I started the truck and it was immediately obvious something was seriously wrong. I went back inside, and without anybody even looking under my truck I was told that both catalytic converters had been cut off. I was honestly shocked, not just by what happened, but by the response. I was given a repair estimate of about $5,800 and told to contact my insurance. There was no apology, no accountability, and no real sense of concern that this occurred while my vehicle was in their care. I’ve since filed a report with the Sheriff’s Office and opened an insurance claim (which unfortunately still leaves me with a $500 deductible). My truck was parked within view of their cameras and I was told that footage would be reviewed. I hope that’s the case, but realistically, that’s a lot of footage, and I don’t know how thoroughly it will be handled. I’ve done business with them for over 10 years, purchased vehicles, rented vehicles, used their service department, and even recommended them to others, I always had a good experience. That’s what makes this even more disappointing. (Someone said its under different ownership?) At minimum, I would have expected accountability and basic customer care given the circumstances. But some things are just not sitting right with me. If anyone in the area has seen or heard anything about recent catalytic converter thefts especially near that location, I would truly appreciate any information. *** update I called corporate to file a complaint After they had someone from the dealer call me. She was so uppity and fake on the phone just saying the same crap over again about not being responsible and no video evidence was found or exists to show. I was telling the story of what happened and I quote said: " they didn't even look under the vehicle how the xxxx are they supposed to know that the catalytic converters were sawed off without looking" she cut me off and got loud and was like I'm not going to have someone speaking vulgarities at me so you going to have to stop right there. I said I wasn't cussing at you I was describing the event and yes it is very upsetting. I went on to tell her that I run a business and if something were to happen I would ensure that I would provide proper customer service and resolve any issue to their satisfaction and file my own insurance claim if somebody's items were damaged or stolen I also said that a business with good customer service would have been attentive to the situation treating the customer with the utmost respect to resolve the issue and could have offered to fix the damage or at the very least pay my insurance deductible and break me off something for the inconvenience. I explained that part of my job I write policies, I do investigations, root cause analysis and corrective actions and I most certainly suggest that they review their internal policies and improve they're systemic issues with corrective actions... oh boy she did not like that and that's when she said that she was done and hung up abruptly. More

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Gloucester Toyota has the best staff, great prices, beautiful cars and best service team around!!! We just bought our 3rd car since moving to this area 8 years ago and will be back again when we need beautiful cars and best service team around!!! We just bought our 3rd car since moving to this area 8 years ago and will be back again when we need a car! Thank you to the amazing team!!! More

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Hassle free, friendly, professional, easy to work with and honest. This was one of our best experiences with a dealership. We drove over an hour to the dealership even though there were 3 others to choose and honest. This was one of our best experiences with a dealership. We drove over an hour to the dealership even though there were 3 others to choose from in Richmond VA because of our inital phone interaction with the sales departament. Well worth the drive.. More

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The staff were all very pleasant, the financing process was smooth and efficient, and the car was as advertised was smooth and efficient, and the car was as advertised More

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Ours was an internet sale, but the car was prepped beautifully when it arrived and the sales staff was very thorough in describing features and how to work them when we picked the car up. beautifully when it arrived and the sales staff was very thorough in describing features and how to work them when we picked the car up. More

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So pleased with the purchase of my RX350! Having had a friend purchase a Highlander a few weeks earlier from Gloucester Toyota, based on her excellent experience I checked their website and Having had a friend purchase a Highlander a few weeks earlier from Gloucester Toyota, based on her excellent experience I checked their website and found a RX 350 that appealed to me. I first spoke with Anne, who was so helpful; accommodating my schedule to have the SUV available early for my visit. The SUV I viewed online was exactly as the one on the lot. All pictures on their site showed the true vehicle with no hidden camera angles distorting the SUV's condition. Taylor, rightly so deserved the accolades he rec'd from my friend: friendly, knowledgeable about Lexus, and with NO hint of "high pressure sales" my interaction with him sealed the deal. "No haggle" purchase. EXCELLENT, competitive price on the RX compared to others for sale in Hampton Roads and the RX is in super condition! SO pleased! While I DO plan on keeping my RX for many many years - when the time comes for a vehicle - I'll stick with Gloucester Toyota for my purchase. More

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Tyler Jones made my most recent vehicle purchase as efficient and painless and I could have every hoped. I've always dreaded the vehicle purchasing process and can say with certainty that I would have efficient and painless and I could have every hoped. I've always dreaded the vehicle purchasing process and can say with certainty that I would have no hesitance to work with Tyler again. Great Job! More

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My husband and I purchased a 2020 Ford Fusion from Gloucester Toyota. David was our salesman. He was straight to the point. Answered our questions promptly. I really love the car I purchased. David is Gloucester Toyota. David was our salesman. He was straight to the point. Answered our questions promptly. I really love the car I purchased. David is the best!! Thanks everyone from Gloucester Toyota ❤️ David Rogers 💙💙 More

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I found the vehicle I was looking for online at Gloucester Toyota so I scheduled a test drive and I was in and out in 2 hours with the numbers I wanted, and the car that my family will be happy and Gloucester Toyota so I scheduled a test drive and I was in and out in 2 hours with the numbers I wanted, and the car that my family will be happy and comfortable in. Great customer service, not pushy at all, and really looked after my interests. More

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Aug 25 The Service is really great group was in and out really fast.I would like to thank Doug and his group. out really fast.I would like to thank Doug and his group. More

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