Heartland Toyota

CJ’s the best salesmen I’ve ever met: very professional, courteous, and fought for us the entire way. courteous, and fought for us the entire way. More

We stopped by to look at a 2015 RAV 4 on February 04, 2022. They told us it was being cleaned. Tried to lure us to buying another vehicle. We were taken to where the vehicle was and it had water all in t 2022. They told us it was being cleaned. Tried to lure us to buying another vehicle. We were taken to where the vehicle was and it had water all in the back and over the seats. From there it got worse. They told us if we bought it they would detail it at another date. We noticed a huge dent on the driver's side passenger door. We asked about it and female assistant sales manager basically told us that was standard and they are mindful of all the electronics." The back had standing water and the speaker was drenched! The rest of the time was spent telling them all the things we did not want as all they wanted was money with no true customer service in mind. Update 02/13/2022: We were contacted by the GM, Cody, on 02/07/2022. We arranged a call to speak with him on 02/10/2022. He apologized for what we went through and told us the process is different from what we experienced. When a new customer is purchasing a newer vehicle and stated "I am not used to the new technology", there should be a mini test drive with the sales rep driving for 1.5 miles introducing some features, then we park, and the sales rep gives a demo and ensures the customer is armed with information; after the customer test drive, we discuss what was liked, not liked, additional questions, etc. We were assured there would be no pressure and we should leave with a CarFax report if purchasing a used vehicle. All in all, we felt at ease with this information as was assured this process would be followed given the original sales rep had been employed for only a month or two. Sarina, sales rep, called us on 02/11/2022 and assured us that we would receive the demo and be allowed to ask questions if needed. By then, my GF had decided she wanted to order a 2022 RAV4 as there were some features she wanted on the vehicle and others she did not want i.e. +Weather mats, +heated steering wheel, etc; she did not want -moonroof, -leather seats, or stereo with navigation. Sarina assured us we could order what we wanted; however, there would be a wait time, and could be extended due to possible delays. We said okay and made an appointment for 02/13/2022. We showed up at the dealership and found out Sarina was out sick: NOTE: WE HOPE YOU FEEL BETTER and WISH YOU A SPEEDY RECOVERY!!! We were introduced to Luke and stated he would take care of us. Luke had worked with the dealership for approximately 7 months. He was friendly, courteous, and he appeared to lisen to us. Obviously he was a messenger and here is where things did not happen as promised: 1. He did show us a 2021 RAV4 XLE Premium. He walked us around the vehicle and demoed a few controls to my GF. We took a little drive to the cul-de-sac. At that time it was apparent there were controls and features my GF was not accustomed to and I spoke up and said... that last vehicle she owned was a 1997 CRV - very basic. Luke quickly changed his game and explained more controls and options. We were on the road again for the test drive, and then returned back to the dealership. 2. Luke explained the order process as best he could and the predicted wait time(s). My GF went over the exact specs and added what she wanted and. The cost was +33K. Luke left for a couple of minutes and came back to stated we could not get the towing wiring harness due to a shortage and he did not know when it could be ordered(-$160.00). We asked if there was one in the parts department and could it be installed for $160.00. We will call back 0n 02/14/2022 to find out. 3. Luke left again for a minute or two, came back and stated "There will be an additional $299.00 for pulsing brake lights, an accessory installed by the dealership" I asked, that is not what we are ordering and is that something that has to be installed and not listed on the quote? Luke repeated himself and explained it was an additional safety feature the dealership installs. I re-framed my question and response and stated we were told we can order exactly what we wanted and would not be pressured into purchasing something we do not want. If that is a dealership option, why do we have to pay for that if we are ordering a brand new vehicle from the factory? At this point I thought -There is a serious training issue with Heartland Toyota and regardless of what any manager states, there is a lack of customer focus and when a customer says no, it means NO. I guess my voice was a bit elevated and Luke was paged. He came back and stated - You do not have to purchase that "option." *** Note now it is an option *** THE GOOD: 1. Sales rep improvement went from 1-2 months with the company to 7 months. 2. Minor demonstration was given and an effort to achieve customer comfort was given. 3. We were not pressured to leave a $500.00 deposit. ROOM FOR IMPROVEMENT: 1.Given we had an appointment after a BAD experience, we should have been called and given the chance to reschedule. 2. Listening skills of sales reps - hint... "latest model vehicle driven 1997 CRV." 3. Demonstration was missing some key features of vehicle and lack specific controls. 4. A customer should NOT be told there will be an additional fee of $299 for a safety feature not ordered - If this feature is necessary why is Toyota not installing this at the factory??? All in All - there was a much better customer focus than on 02/4/2022. We realize COVID has things twisted up - please make attempts to keep the confusion to a minimum and remember, the customer enters in your dealership and that entry means they are interested. MAKE EVERY VISIT COUNT!!!! More updates to follow after the call with parts / service tomorrow 02/14/2022. More

It was a nice experience at Hazelwood Toyota buying a new car. The salesman wasn't pushy at all car. The salesman wasn't pushy at all More

Everyone was so helpful. What a wonderful team they treated our 19 year old daughter so well and made her buying experience so easy. Thank you! treated our 19 year old daughter so well and made her buying experience so easy. Thank you! More

Selling my truck was stressful but at the end it all worked out. Kenna really helped me out yesterday. He was nice to work with. worked out. Kenna really helped me out yesterday. He was nice to work with. More

KJ was helpful and informative. The process was super thorough and they were patient throughout it all. thorough and they were patient throughout it all. More

Our experience with this dealership was amazing. Everyone was so welcoming and eager to find exactly what we wanted. CJ was delightful to work with. He went above and beyond to get us into a vehicle that fit was so welcoming and eager to find exactly what we wanted. CJ was delightful to work with. He went above and beyond to get us into a vehicle that fit our needs, and our budget. He was professional, knowledgeable, and most importantly, very friendly! We will definitely be referring Heartland Toyota, and CJ! More

Jordan and Melodi stayed until midnight to sign my wife and I a new car. The process was so easy and I received a price I was happy with and I a new car. The process was so easy and I received a price I was happy with More

Cj is a great help honest with the pricing and how his dealer worked and as a whole very good place to do business with dealer worked and as a whole very good place to do business with More