Cumberland Toyota

Great on price of my Tacoma....then it falls apart. My wife and I were in the market for a new Tacoma to replace a 2016 colorado that we had. We bought my wife’s new 4Runner in January at Cool Springs T My wife and I were in the market for a new Tacoma to replace a 2016 colorado that we had. We bought my wife’s new 4Runner in January at Cool Springs Toyota and had a wonderful experience. I’m a big price shopper so I contacted quite a few dealers in the middle Tennessee area about the Tacoma I wanted and I originally had a deal in place with Beaman Toyota in Nashville. But after some business policies that I didn’t feel comfortable with were discussed by me to the owner, she unwound the deal and I decided to give Cumberland Toyota in Cookeville and chance. They were the lowest price in the area by $300 over Cool Springs, but after the entire experience with Cumberland Toyota..I would have GLADLY paid the extra $300 and bought the truck from them. I will say that my salesperson Brittany Coomer was nice and was very happy to deal with me quickly over text, and she did everything in her power to deliver on her promises. The entire deal was done via text and phone, and I commend them for doing that and respecting the fact that my wife and I are very busy. The night that we took delivery it was rainy and unfortunately we had to wait over 2 hours to finish the paperwork but I can’t fault the dealership for that. Your finance person wasn’t the friendliest and that made an impression on my wife. However, when we drive the truck home that night and stopped at a drive thru to grab some food, I discovered that the drivers window switch would not work. This was irritating but things happen, and I contacted Brittany the next morning and asked for her to get my truck in service that upcoming Saturday and also to get a new master window switch ordered because I was pretty sure that was the problem. I also asked her to schedule my truck to be detailed again because there is a stain on the front passenger seat that needed to be cleaned. So later that morning Brittany tells me that service won’t order the part ahead of time for me and I tell her to have have Brandon her manager contact me because waiting another week to have this resolved wouldn’t be acceptable to me. Brandon tells me that he would take care of me and if it means taking a master switch off a new Tacoma off his lot to fix this for me, then he will do it. So Saturday morning I get to the dealer at 9am and I’m thinking that they will replace my switch promptly and have my truck redeatiled and I’d be outta there in a couple of hours. Well Travis in service takes an hour and a half looking at my truck and because it worked for him with only a few times in his test did it not work, he tells me that he couldn’t justify ordering a new switch. Now I told him when I got there that the switch was glitchy and worked 20% of the time I tried it, but didn’t work the other 80%. But this is a BRAND NEW TRUCK with 300 miles on the odometer and any failure should be taken care immediately because two days ago I just spent 37k with your dealership. But I had to have an argument on the sales floor of the dealer with the guy in service that I think forgets that if the customer didn’t come there and spend their money with his dealership that he wouldn’t have a job. But he and Brandon were making this difficult for me and when I finally had enough Brandon told Travis to get a new Tacoma and switch the master switches in them(which Travis still didn’t want to do). So Travis gets my keys and tells me it will be another 2 hours before my truck is fixed. And mind you while Brandon, Travis and I were there discussing this, Brandon asks me if I know what it’s like to have a customer you just can’t make happy. So since that insinuation is that I’m being unreasonable... I call my wife and I go outside while we both get on the phone with Toyota customer service. The nice lady with Toyota thanks us for being great customers and owning two new Toyota’s and agrees with me that the problem with my new truck needed to be resolved that day with NO HAGGLE. She gets a case number and tries to contact Cumberland Toyota but no one there wants to answer her call. So she apologizes on behalf of Toyota and tells me that someone will contact us Monday. I then walk back inside the dealership and I’m noticing that Brandon and his sales team are sitting in his office playing “hey Siri” on their iPhones instead of checking with me or other customers and focusing on business. Fast forward an hour and a half and Travis in service finally has my truck and amazingly when he put the switch from my Tacoma in the one from his lot, it blew all kinds of fuses. So I was correct in determining that the switch was an issue but had to go through 4 hours of hassle and arguing just to get them to fix my new truck. So then it goes to detail and they still didn’t get the stain out of my seat....so I was at the dealer from 9-230 that day and all that got resolved was me having to argue to get them to fix my drivers window issue and they re washed my truck. I honestly thought that a smaller dealership than the Nashville dealers would make customer service a PRIORITY but I was seriously mistaken. My advice is to stay clear of Cumberland Toyota and spend your hard earned money where it’s appreciated. Because people like us that expect to be taken care of days after spending that kind of money are just too “difficult”. I’ll be contacting the owner of the dealership Monday and I’ll be letting Toyota know about my overall experience. But just like one of your salesman told me when I asked for the contact info for the general manager of the dealership,” you don’t have to drive here for service, you can go wherever you want”. Thanks....I already knew that but I really expected you to fix your truck that I just spend 37k for with you days before. But after today....you’ll not see us on your lot again. Maybe you should “ask Siri” how to take care of your customers like Chick-Fil-A does. More

Excellent customer service Cody Thomas went above and beyond in his duties as a salesman. My daughter is looking for a vehicle and Cody will be the man we go and see. He made Cody Thomas went above and beyond in his duties as a salesman. My daughter is looking for a vehicle and Cody will be the man we go and see. He made sure to go through everything on my 2018 4 Runner . He is very knowledgeable, with excellent sales skills. Great job Cody !! We will buy from him again. Alicia and Tim Matheney admbryant76@hotmail.com More

Got me what I needed to get Josh Lawson was great as always, he was able to get us the vehicle we could afford and also what we were looking for our growing family Josh Lawson was great as always, he was able to get us the vehicle we could afford and also what we were looking for our growing family More

Everything was excellent I have always experienced excellent service with Josh Lawson ! He is very helpful and professional at his job. I have bought several cars at Toyota a I have always experienced excellent service with Josh Lawson ! He is very helpful and professional at his job. I have bought several cars at Toyota and always deal with Josh. More

Great experience Great dealership and Josh Lawson is easy to work with. I have always found them to be fair and honest. Best dealership in Cookeville to purchase a new Great dealership and Josh Lawson is easy to work with. I have always found them to be fair and honest. Best dealership in Cookeville to purchase a new or used vehicle. More

Great customer service The customer service at Cumberland Toyota is fantastic! Josh Lawson is an amazing associate and has helped me over the last 5 years with anything I ne The customer service at Cumberland Toyota is fantastic! Josh Lawson is an amazing associate and has helped me over the last 5 years with anything I needed and he has been helping my family for even longer. All the staff at CT is Extremely helpful and kind and will go out of their way to help you in whatever way possible More

Good experience dealing with Josh Lawson. Had a good experience with Josh Lawson. Would recommend him to others. Very pleasant to work with. First truck ever bought that i hadn't see. Had a good experience with Josh Lawson. Would recommend him to others. Very pleasant to work with. First truck ever bought that i hadn't see. More