DCH Wappingers Falls Toyota - Service Center

DCH Wappingers Falls Toyota responded

Thank you for taking the time to share your experience with us. It is great to hear that your service experience was worthy of five stars. We appreciate your business and hope to see you during your next visit!

! responded

i had a fluid change appt and waited over 2 hours and nobody worked on my car. i was given a loaner and got my car 4 days later to find out someone drove my car 20 miles without my permission and my car smelled like someone smoked marijuana in it. all the staff i worked with were very nice and tried to figure out what happened but the highest paid employee, general manager lee burns, who was my last interaction was very rude and condescending and did not want to take ownership that my car was driven off the property for 20 miles. i had pictures to prove my mileage but he was back pedaling and made excuses my time stamp on my pic didn’t match my time in but the person who checked my car in put in the same mileage amount. he literally laughed at me. he sent me videos of my car while there but that did not prove anything. some of the videos were dated 2001! this happened 9/2023. was his time stamp on their cameras wrong? how ironic he accused me of not having an accurate time stamp on my picture! lee burns is a poor general manager and poor example of a leader. the service dept staff were more professional than him. take his salary away and give it to the employees who really care. lee burns provided HORRIBLE customer service. i will never go back there!

DCH Wappingers Falls Toyota responded

Ms. Rovira, Thank you for taking the time to post your review. While I typically do not engage in responding to reviews of this nature across social media, I feel compelled in this case because of the nature of your allegations. The delays you experienced were primarily due to an unexpected staffing shortage. Like many businesses, we have been facing challenges with maintaining a full workforce. Although we never want situations like this to affect our customers, unfortunately, they sometimes do. To avoid causing you any further inconvenience, we immediately provided you with a rental vehicle at no cost. We recognize that your time is important, and for your inconvenience, our service team gave you a 20% courtesy discount on your repair bill. Additionally, you were offered a $100 credit towards future service at the dealership. However, you insisted that we not charge you for the service work that you previously authorized. Regarding the twenty miles you assert, we drove your vehicle – that simply is not accurate. First, let me begin by addressing the variation in camera times. Our security system is comprised of 25 cameras, each having its own internal time clock. Simultaneously, those 25 cameras record into a centralized Network Video recorder (NVR). The NVR has a synchronized time clock, thus eliminating the need for someone to keep manually adjusting the time on 25 individual cameras. On September 25th, I provided you with links to our video footage showing the movement of your vehicle. Each of the seven links I sent you has the actual times the video footage was recorded by the NVR. We also have video footage for the entire three days that your vehicle was available at our dealership. Even in the absence of any time stamps, the video footage we provided you clearly establishes that your vehicle was only driven off our premises for a total of three minutes while our technician conducted a brief road test. In addition to the video I sent you earlier, we have equipment in our service drive that date and time stamped your arrival at the dealership. Based on this information, it shows that the photo of your odometer was taken prior to the time you arrived at the dealership, not when you dropped the vehicle off as you originally communicated to me. Finally, the picture shows an odometer reading of 46,268 miles. However, the repair order depicts the mileage as 46,267, less mileage than what is shown in the picture. I think it’s fair to say that someone incorrectly recorded the “mileage in” on the repair order. Hopefully, we can agree that it is not possible for your vehicle to have less mileage in our service drive than it did prior to your arrival at our dealership. Had our service advisor recorded the mileage properly, I am confident this misunderstanding could have been avoided. This is a failure on our part and has since been addressed. I can certainly understand your frustration and would like to offer you my sincere apology. I remain available to discuss this outside of social media if you would like to speak with me further. I believe you already have my contact information. Regards, Lee Burns General Manager

DCH Wappingers Falls Toyota responded

Thank you for taking the time to share your experience with us. It is great to hear that your experience was worthy of five stars.

DCH Wappingers Falls Toyota responded

Thank you for sharing your five-star experience! We are thrilled to hear that our team was able to assist you throughout your visit. We hope to see you again!

SUSY.MARTINEZ responded

We've purchased 2023 Tacoma from Angel at DCH Toyota dealership and highly recommend. From the moment we walked in the door we were treated exceptionally well. If you're looking for a vehicle you'll be in good hands with Angel. I would recommend them to my family and close friends.

DCH Wappingers Falls Toyota responded

Thank you for taking the time to provide your feedback. We're sorry to hear your experience with us did not meet our five-star standard and on behalf of the dealership we do apologize. We'd like the opportunity to speak with you. Please contact us at (845) 288-0892.

DCH Wappingers Falls Toyota responded

Thank you for your review of our Service Department. We appreciate your feedback and we'll be sure to share your comments with our management team.

DCH Wappingers Falls Toyota responded

Thank you for sharing your five-star experience! We are thrilled to hear that our team was able to assist you throughout your visit. We hope to see you again!

DCH Wappingers Falls Toyota responded

Thank you for your review of our Service Department! We are so glad that Matt Rivera was able to take care of your vehicle in a timely manner!

DCH Wappingers Falls Toyota responded

Thank you so much for the review! We are so glad that you had such a positive experience at our dealership!

DCH Wappingers Falls Toyota responded

Thank you for taking the time to share your experience with us. It is great to hear that your service experience was worthy of five stars. We appreciate your business and hope to see you during your next visit!