Koch Route 2 Toyota

Mislead by the salesman when trying to sell the wrong car. When it was brought to his attention, received excuses, in an appologetic yet demeaning tone, trying to make it appear to be customer error. P car. When it was brought to his attention, received excuses, in an appologetic yet demeaning tone, trying to make it appear to be customer error. Paperwork was completely erroneous and misleading with the original vehicle purchase documentation not matching the Cert of Origin, yet they still tried to process the purchase with the discrepancies of two different valued vehicles. Management was less than accomodating and very accusatory when they were made fully aware of their huge mistake. Needless to say, the "deal" (if that's what you call it) was cancelled and the same vehicle was bought for much less elsewhere by "Professionals" who actually know how to treat their customers. The experience was a VERY unpleasant and stressful one at Norm Wagner. I will NEVER return. More

There is a distinct attitude at Norm Wagner Toyota, and it isn't a pleasant one. Norm Wagner is 5 minutes from my house, but I drive 45 minutes to Herb Chambers for service. A VERY different experience t it isn't a pleasant one. Norm Wagner is 5 minutes from my house, but I drive 45 minutes to Herb Chambers for service. A VERY different experience there. Stay away. Notice how even the dealer responses are combative and catty? Typical of their attitude. More

Purchased first tacoma there in 06 overall good experience. Then took mother in law there for her camary, salesman terrible, out right lied and misled regarding delivery very unresponsive and he is experience. Then took mother in law there for her camary, salesman terrible, out right lied and misled regarding delivery very unresponsive and he is no longer there. The price was good so purchased camary anyway. This time was looking to trade in 06 tacoma for 11 tacoma. Called ahead of time asked about inventory and if they had trucks to choose from, easy enough question you would think was told yes by sales mgr, so i gave them another chance and I drive there 40 min and they do not have one tacoma double cab on the lot let alone a trg model that I specifically asked for. Out right LIARS avoid this dealer at all costs. More

I submitted a request for a quote on a new truck and the internet salesman had the nerve to call ME up and call ME unreasonable about my offer (BTW I ended up getting the deal I wanted at another dealership internet salesman had the nerve to call ME up and call ME unreasonable about my offer (BTW I ended up getting the deal I wanted at another dealership). The internet salesman spent 5 minutes lecturing me on their right to earn a good profit rather than just giving me a counter offer. Norm Wagner couldn't GIVE me a vehicle! More

I encountered flat-out dishonesty in the service department at this dealership on my most-recent visit, and that will be the last straw for me. I had been taking my Toyota to Norm Wagner for se department at this dealership on my most-recent visit, and that will be the last straw for me. I had been taking my Toyota to Norm Wagner for service since their Lancaster location opened, and I used to be extremely happy with them: I convinced my father to take his car here as well. Unfortunately, my impression is that their service department has deteriorated over the past year or so. I visited on 7/24/2010 for an oil/filter change and annual state inspection. After completing the service, one of their service advisers (Danielle) warned me that my timing belt was whipping against the cover and my water pump was leaking. She quoted $750 to replace both. I kept my car off the road for a few days, and took it to another mechanic on 7/28/2010. He confirmed that my timing belt was not whipping and my water pump was not leaking. (This confirmed my suspicion: I had both parts replaced just a few months earlier!) On an earlier oil change at Norm Wagner (February, 2010) they had recommended a new timing belt based on milage. I did replace that and the water pump -- but I had done it at another mechanic; the Toyota database would not have shown that I'd completed the repair. It's very plain that the Norm Wagner service department saw that I'd previously turned down the repair, assumed I still needed the parts, and decided to "add a little drama" ("leaking pump! whipping belt!") to make the sale. On 7/29/2010 I called Sandy Willhauck, who is listed as Norm Wagner's CRM manager. I was very cordial and made no accusations -- I accepted that the service advisor could simply have made a mistake. She investigated, and called me back: she insisted that they'd been correct and wanted me to bring my car back to the dealership to "show me."! I felt satisfied that I'd done my due-diligence on this, so I ended the call in frustration. More than one person has remarked to me that their service department has "gone downhill since they started charging for coffee in the waiting area." (It was free until some point in 2009) I actually think that may be true! I'm not sure what happened here...they were very solid when they opened. More

Purchased parts for my Corolla. Parts were in stock when needed. Price was only draw back and not dealer controlled. I had a bad experiance Harr Toyota and went outside my suggested dealer service area to i needed. Price was only draw back and not dealer controlled. I had a bad experiance Harr Toyota and went outside my suggested dealer service area to insure no repeat on poor customer service. Although like Harr this is another large dealership management there goes out of their way to make you feel right at home. More

I recently bought a used vehicle for a really great deal. The previous owner was a smoker so they have a machine which they told me(Monday morning)they would use on my car and I could pick it up Tuesday. Com The previous owner was a smoker so they have a machine which they told me(Monday morning)they would use on my car and I could pick it up Tuesday. Come Tuesday morning I get a call saying they didn't do it because the machine wasn't actually on property and that it would be done that day and I could pick it up wednesday. Then I find out the machine is actually on property and they didn't do it because of lack of communication. I picked it up on Wednesday and noticed my sun roof was jamming(which it had not been previously), so brought it back same day and was told to bring it in Friday, that they would expect me cause he was putting it in the computer. I went in on Friday and found out they didn't even know I was coming because my info was never put into the computer. Again, lack of communication. Friday I'm told I'd have to bring it back on Tuesday so they can take the whole roof apart and find out what's wrong with my sun roof. I don't have any other means of transportation and was told Friday that I'd be given a rental on Tuesday because my car was still under warranty. Brought my car in Tuesday and they said there was nothing in the system at all about a rental. LACK OF COMMUNICATION!!!!! I love my new car but at this point, having to deal with employees who don't talk to eachother or follow through with what they say they're going to do is just ridiculous!!! More

I took my 2009 Venza into service for a airbag light issue. I told them that the issue seemed to be related to the passenger seat (when someone sat in the seat sometimes the light would go out). They ha issue. I told them that the issue seemed to be related to the passenger seat (when someone sat in the seat sometimes the light would go out). They had the car for four days and never fixed the problem. After I picked up the car I removed the passenger seat to find a broken pin in a wire connector. Apparently the mechanic that worked on the car found the same problem that I did and had used a jumper wire to "bypass" the connector. The only issue is that he jumped out pin #7 when the broken wire was in pin #6. Yes, this means he counted wrong. The correct way to fix this problem would have been to remove and re-pin the connector which is what I did. I should not have to repair a car that is under factory warranty. Toyota Motor Corporation should be embarrassed to be represented by Norm Wagner Toyota. I should also note that everyone I dealt with in service in person and on the phone were very professional. I wish I could say the same about the person working on my car. More

When I first went in there, I talked to some salesman and worked out a fair price. I went back a couple weeks later intending to buy the truck, but I find out that the salesman I talked to was in jail for so worked out a fair price. I went back a couple weeks later intending to buy the truck, but I find out that the salesman I talked to was in jail for something. Nice people, Norm. The next salesman I got (Brian) was a decent enough guy, but right off the bat he tried to rip me off not realizing that I already had a quote from them. He tried to charge me almost 6 grand more than the price I had negotiated with the jailbird. I finally worked out a good price and ordered the truck from them. I left a $500 deposit and was told that the truck would be delivered in "a couple days". 3 days go by and I call. I am told a few more days. A few days go by, no call. Now I can't even get Brian on the phone anymore and he doesn't return my calls. Finally I get a call and am told that it will be another couple of weeks! I said that they can just refund my deposit and I will go elsewhere. Long story short, they tried to scam me with empty threats of keeping my deposit. Raphael the sales manager is a scumbag high pressure type guy and he gave me the runaround for 2 weeks until the deposit was finally returned. I should mention also that I never wound up buying a Toyota because the incentives expired before this deal could be completed. What bothered me the most about the whole experience was the attitude I recieved when from them about the whole thing. I know that it is just a shady pressure tactic, but when they could not close the deal, they should have offered me my money back without any B.S. Had they done that instead of trying to intimidate me, I would not have bothered to write a bad review. Maybe some day car dealers will learn and just sell cars instead of trying to take advantage of uninformed consumers. I wish I had done more research before walking in to the dealer in the first place because they have a terrible reputation in the area. I would suggest looking elsewhere and avoid Norm Wagner. More