I never write reviews. However,after the experience I had at Middletown Toyota the other day, I feel like I have to. I bought a Toyota Sequoia there two years ago and have been using their service department ever since. It's not the closest dealership to my home, but they had been wonderful so I continued using them. Deb and Vern in Service are exceptionally good. I brought my car to be serviced last week, and I needed to get a rental as my husband was going to be out of town. Middletown Toyota does not offer loaners, and I have three children I need to drive around. I Reserved my rental two days before my service appointment. After dropping my car off at the service department, I went to the rental office. After a long period of time ( and now I was late for another appointment)I was given a Prius. Jay, the rental employee, got out of the car and asked if I knew how to drive a Prius . I said no, and he told me to get into the driver side. He got into the passenger seat. He explained to me how to drive the car, had me sign a paper and he got out. I went off. I had the car for less than 24 hours. The following morning my husband brought the car back to the rental department. My husband told them where the car was parked, and after a few moments the woman working in the rental department came back and told my husband that he had damaged the bumper of the car. She then proceeded to call the manager, who was actually Joe Klimas, the general manager. He said nothing to my husband as he started huffing and puffing walking to the car saying- I can't believe this, all this damage. My husband had no clue about any damage, and now the car was parked in a different spot than where my husband had dropped it off. My husband called me to see if I knew anything about any damage and I stated no- What in the world are they talking about? I asked to speak to the manager and Joe got on the phone. I asked how he was doing and he replied-I don't know, I am looking at $1000 worth of damage. I asked him not to accuse me of anything and told him that I never had an inspection of the car and wanted to tell him my story of how I got the car. He did not want to hear my story, put the phone down and claimed he could not hear me because of bad reception. I then asked to speak to Vern, the service manager, who was with me the day before when I was getting the car. I explained the story to Vern, and he said he remembered exactly what happened- How I stood waiting for the car for a long time, it had snow all over, that Jay drove the car through the car wash before bringing the car to me. I told Vern that I was a very honest person and I swore on my children's lives that I Was not aware of any damage that was done to the car. I also told him that the manager I had just spoken to was so rude. Vern apologized to me and then told me that he was actually the owner of the dealership. I was floored! After my husband waited around some more, they told him they would not make a decision as to whether or not the damage would be our fault until the man who helped me the day before came into work around noon. My husband, too angry, left as he had his own job to do. I decided to drive there because I wanted to make sure that when Jay returned, he was telling an accurate story. When I showed up at the rental department, and I was the only customer there. The rental employee was on a personal phone call and wouldn't even look up at me. I stood there for about three minutes until I went into the Administrative office next door to ask if she could help me get this woman off the phone. When the employee finally got off the phone, I explained to her who I was, and I also explained to her my story. She told that she was sorry but she was not able to make any decisions, only the general manager(owner) could. I said I wanted to see the owner. She called the owner and he said that he was in a meeting and could not see me. She told me that Jay, who took care of me the day before, would be back in about 15 minutes. I said I would go do an errand and come back. When I returned, Jay was in the rental department. I looked at him and asked him if we had done an inspection of the car. He told me no that we had not done an inspection. He explained that he had already gone up to tell the owner (Joe Klimas) that none of this was my fault, and I should not be responsible for anything.
I thanked him for being so honest, and I Told him that I hoped he would not get into trouble over this. He stated that this was not the first time this happened and that it would not be the last. He told me not worry about it. I told the other woman that I still wanted to speak to Joe, the owner. Joe said that he would meet with me,but of course he made me wait some time. When he came, he brought me and Vern,the sales manager, into a room. He leaned back on a desk and asked what he could for me. I told him that I wanted to know what decision had been made regarding the rental car. He looked at me and told me that Jay, the man who helped me the day before was going to take care of it. I said really? Joe made no apology- Sorry that he accused us of anything, sorry that he took up our time, nothing. I looked at him and told him that the way he handled the situation was absolutely atrocious, and that I would not step foot back in this dealership. He looked at me, and as I was talking, he walked out of the room. Never a word from him. I told him to have a great day. Not a real good way to run a business!