Northtown Toyota

I will no longer be using Northtown Toyota for service, nor will I recommend them to anyone. My family has been a loyal service customer for years, which makes this experience especially disappointing. W nor will I recommend them to anyone. My family has been a loyal service customer for years, which makes this experience especially disappointing. We brought our RAV4 Prime in for its 70,000-mile service, including inspection of the hybrid motor cable corrosion service campaign. We were told the cable showed corrosion but hadn't yet triggered the required fault code. Since the parts were backordered for weeks or months, we chose to leave the vehicle because we were told a failure could leave us stranded. About a week later, we considered trading the vehicle for a new RAV4 Plug-in Hybrid due to the indefinite wait. During the appraisal, the salesperson told us the open campaign reduced our trade-in value. That made no sense since it was a manufacturer issue, not owner damage. Their offer was roughly $5,000 lower than every other dealership we later visited, so we took the vehicle back. Interestingly, about a week after mentioning we were shopping elsewhere, Northtown suddenly had the previously unavailable parts. Coincidence or not, I'll let others decide. I happened to be getting another appraisal when Northtown called saying the parts had arrived. I drove directly there and was told the repair would likely be completed that evening. Around 8 PM I was told it would instead be finished the next day. The next day I heard nothing until I called. Then it became Friday because a "master technician" had to perform the repair. Friday became Saturday. Saturday came with no communication. Monday I was again told it would be done that afternoon, then later that evening I was informed it still wasn't finished but was "next on the lift." What should have been a one-day repair turned into more than a week with almost no proactive communication. Every update required me to call, my text messages requesting updates went unanswered, and every delay came with the same explanation instead of an honest timeline. Throughout all of this, Northtown claimed they had no rental vehicles available, leaving us to arrange transportation at our own expense. When I finally picked up the vehicle on Tuesday, the experience somehow became even worse. There was a large chunk missing from the steering wheel. Before leaving the dealership parking lot, I photographed the damage and texted the service advisor, who acknowledged it and said management would be notified. After weeks of following up, the service manager finally called only to argue that I had no "before" photo of my steering wheel. Customers should not have to photograph every inch of their vehicle before dropping it off for service. The expectation is that it will be returned in the same condition. The manager also claimed no one had entered the vehicle because the repair was underneath the car. That was simply untrue. The rear seat had clearly been disturbed, the child seat had been moved, and items inside the vehicle had been shifted. This repair requires access under the rear seat. Northtown also failed to complete its own vehicle inspection video, eliminating documentation that could have resolved the dispute. Eventually, the manager said he would speak with his vinyl repair specialist. Despite several follow-up attempts and repeated assurances that they would "take care of it," I have been completely ghosted. The steering wheel remains damaged. Over the course of a month, I had my own vehicle for only a few days. Northtown had it the rest of the time. I dealt with poor communication, constantly changing timelines, no rental assistance, ignored update requests, and ultimately received my vehicle back damaged with no meaningful resolution. After years of being a loyal customer, this experience has completely destroyed my confidence in Northtown Toyota. I cannot recommend them, and I strongly encourage you to select another dealership. More

Horrible service, missed two significant safety issues while claiming they road tested vehicle after performing service. Service manager unwilling to do anything to resolve problems. Truly unprofessional while claiming they road tested vehicle after performing service. Service manager unwilling to do anything to resolve problems. Truly unprofessional service from start to finish. More

Today, Thursday November 13 @ 10 am. I took my Toyota Prius in for a diagnostic test because my check engine light had been on for some time. Just to check ✔️ that! My car was there unti I took my Toyota Prius in for a diagnostic test because my check engine light had been on for some time. Just to check ✔️ that! My car was there until 6pm! I was highly upset 😡 because I wasn't told they only had 1 freaking mechanic working on cars. To make a long story short, supposedly my car wasn't touched. Which I find 🤔 to be xx. Why? Because when I brought my car in it had no other problems. When driving it home, I heard loud rattling noises. My car was shaking 🫨 badly and passenger windows 🪟 were hard to put down. xxx This is so unacceptable to me and I want them to fix the freaking problem they had to create. My husband is highly upset 😡 and wants me to sue them. They did make me another appointment for tomorrow 😩 I will first go to another reliable mechanic and if they find Toyota at fault. God help 🙏 them. I'm grateful I had the sense to record everything before I took my vehicle there. More

(I don't know who I talked to; I clicked on "Ryan Cassidy because he was the only one listed under "Service." Whoever I talked to was supposed to be the service manager). My wife, who is elderly (as am I because he was the only one listed under "Service." Whoever I talked to was supposed to be the service manager). My wife, who is elderly (as am I), took her car in because her horn stopped working. TWO THOUSAND SIX HUNDRED FORTY THREE DOLLARS LATER, she got her car back. The service manager said the cost was her fault because she accepted it. "She could have gone somewhere else or bought another car." And if she doesn't understand cars, I "should not have ALLOWED her" to bring it in !!!!!!!!!!!! More

After contacting the Northtown Toyota dealership (see attachment) on 4/25/2023, then the Toyota Brand Engagement Center on 4/27/2023 & again on 4/29/23 did I get a response from the General Manager, Matt attachment) on 4/25/2023, then the Toyota Brand Engagement Center on 4/27/2023 & again on 4/29/23 did I get a response from the General Manager, Matt Georger. And the response was what I expected, i.e., NOT Customer Loyalty positive. Customer loyalty is a measure of a customer's likeliness to do repeat business with a company or brand. It is the result of customer satisfaction, positive customer experiences, and the overall value of the goods or services a customer receives from a business Matt was quick to point out that because the car wasn’t worth it to him than $9,000.00 is all he would have given us. It didn’t matter about my father’s 40 year customer loyalty to the dealership and the Toyota brand, only that Matt needed to make a $3,000.00 profit. I asked Matt to do a bit more research on the matter and get back to me. After another week & email did he finally contact me back and again I heard the same song, i.e., money is more important than customer loyalty. Finally, I was hoping that Toyota North America unlike Matt Georger, is not all about the money and understands the great value of customer loyalty. Please feel free to contact me with comments & questions Thank you Robert J. Benfanti 804-892-4476 robert,benfanti@verizon.net Attachment Reference # 230427000180 On Tuesday, April 25, 2023 I sent the below comment to the Northtown Toyota dealership @ 1135 Millersport Hwy, Amherst, NY 14226, via the Quick Contact page on their website and have yet to get a response. On Wednesday, April 19, I brought in my 97-year-old fathers 2012 Toyota Corolla with 29, 000 miles to sell. Including this vehicle, for the past 40 years my father & sister have been purchasing and servicing all their vehicles from your Northtown Toyota, so I’m thinking where else to better sell it. BOY was I wrong, your sales department only verbally offered me $9,000 for it. SO, I went over to CarMax and they offered in writing $11.400.00. SO, I must ask where was the loyalty to a 40-year customer? Why was it better for a customer whom has spent thousands of dollars at your dealership over the last 4 decades to go down the street and get 25% more for their vehicle from a dealership that they just met? I would like a response from the Northtown Toyota General Manager Please see if you can help. Thank you Robert J. Benfanti Robert.benfanti@verizon.net 804-892-4476 More

Do not sell your used vehicle to them. You will do much, much better at CarMax 0r anywhere else. I brought in my 97-year-old fathers 2012 Toyota Corolla with 29, 000 miles to sell. Incl You will do much, much better at CarMax 0r anywhere else. I brought in my 97-year-old fathers 2012 Toyota Corolla with 29, 000 miles to sell. Including this vehicle, for the past 40 years my father & sister have been purchasing and servicing all their vehicles from Northtown Toyota, so I’m thinking where else to better sell it. BOY was I wrong, the sales department only verbally offered me $9,000 for it. SO, I went over to CarMax and they offered in writing $11.400.00 and we took it. After contacting the Northtown Toyota dealership four (4) times did I get a response from the General Manager, Matt Georger as to why they offered me 25% lower than CarMax. Matt informed me that he needed to make a $3,000.00 profit on the vehicle, so the best he could offer was $9,000.00. And my father’s 40year customer loyalty to the dealership and the Toyota brand didn't mean anything. I asked Matt to do a bit more research on the matter and get back to me. After another week & follow-up email, he finally contacted me back and again I gave me the same song & dance, i.e., that profit is more important than customer & brand loyalty. In Conclusion: Toyota vehicles have a great resale value and in today's market are worth a premium, BUT not from Northtown Toyota. SO, always go to someone else if you expect a fair deal/respect. More

Absolutely ridiculous service. They literally robbed the customers and the service is very poor. No one picks up the phone when called. They literally robbed the customers and the service is very poor. No one picks up the phone when called. More

I came in to the service department because there was a recall on my 2016 Prius, which had 48,000 miles on it. I also had purchased a trailer hitch and wanted to have it installed. The service advisor, Bev recall on my 2016 Prius, which had 48,000 miles on it. I also had purchased a trailer hitch and wanted to have it installed. The service advisor, Beverly Smith, advised me that certain maintenance items, including coolant replacement, a tune-up with replacement of spark plugs, and an induction service, were due at 45,000 miles. Based on her representation, I agreed to have these service items performed. After paying my $845 bill, which included $178 for the trailer hitch installation, I checked the service manual and found that Ms. Smith had lied to me. Toyota recommends coolant replacement at 100,000 miles and spark plug replacement at 120,000 miles. I paid more than $650 for unnecessary work. I'm appalled at the dishonesty and will obviously never patronize this business again. I have made a complaint to the Better Business Bureau and will sue in small claims court if necessary. More