Northway Toyota

If you're considering bringing your car here, go in with your eyes open. Every appointment I've made has included an unsolicited pitch to sell my car. That alone gets old fast. But the billing and commun your eyes open. Every appointment I've made has included an unsolicited pitch to sell my car. That alone gets old fast. But the billing and communication issues are what finally pushed me to write this. Here's what happened most recently. I went in for a routine check up. As per usual, "critical" issues were found and I resigned myself that I needed to shell out a big chunk of unexpected expenses so the back brakes (which were not flagged as an issue when I paid even more for the front brakes a few months ago) needed work. I have had a lot of issues with timing at this location (as other reviewers have mentioned) so I was very clear I needed to be done at a certain time or I'd need to come back another day. We went over time and I went to go find my service agent but they weren't there. I texted and got no response, but they did eventually walk into the waiting area and yelled my name. I guess that's how things are done here. The car was finished a little after my "I really need to leave by this time" had passed, but if I was just paying the bill I agreed to then no worries. Instead, I received an automated invoice email from their own system showing around $1,400 for work I had agreed to and verified. When I clicked through, there was an additional Toyota Care renewal charge I never approved, never signed off on, and was never clearly presented with. This also came after I was handed papers that didn't match up to the numbers I was provided electronically. During the first conversation when checking in the car, the staff brought up my Toyota Cares and specifically referenced having service time remaining and mentioned handling tires at a future visit. That is not a renewal agreement from my POV and nothing was presented formally to sign, physically or virtually. I was never under any impression in that first discussion we were having a sales conversation. A vague sheet left on the side of a desk is not a contract, and being pointed to a screen I never reviewed after the fact is not the same as signing off on something. They charged the full amount anyway, while we were still in the middle of sorting out the discrepancy. When I pushed back, the conversation shifted toward suggesting I had caused the confusion and telling me that I was rude for getting frustrated with feeling misled. Their own emails didn't even reflect the charge consistently, as attached. I was already late for my meeting I just threw up my hands and just grabbed my credit card and got out of there. Between texts, paper invoices, automated emails, verbal conversations, and a scheduling system that is genuinely hard to follow, you will rarely have a clear picture of what you're paying, what's being done, or when it will be ready. That pattern is the point. It is not a fluke. More

The tech that has worked ( tire rotation and oil change) on my vehicle has repeatedly used an impact gun to tighten wheels on my vehicle. It is supposed to be torqued to 76 ft/lbs. I had another shop try an on my vehicle has repeatedly used an impact gun to tighten wheels on my vehicle. It is supposed to be torqued to 76 ft/lbs. I had another shop try and remove and retorque wheels and it took well over 250 ft/lbs to remove them (torque wrench maxed out at 250, so don't know exactly how tight they were, but it was well over 250). Long story short, not only did they destroy my rotors, but the back brakes that they said needed replaced, had more than 70% life left in them. I definitely need all 4 brakes replaced now though, after Toyotas complete incompetence ( or was it deliberate). I'M GUESSING DELIBERATE!!!!!!!!!!!!!!!!! More

Great place to take your Toyota. They were able to fully fix my car issues, despite some complications along the way. Justin (the Service Manager) was great to work with and I would They were able to fully fix my car issues, despite some complications along the way. Justin (the Service Manager) was great to work with and I would highly recommend them to other Toyota owners. More

Terrible service department that doesn’t answer phone calls, return phone calls, extremely rude and condescending. I’d never return or recommend the place to anyone. I was never treated so poorly by a calls, return phone calls, extremely rude and condescending. I’d never return or recommend the place to anyone. I was never treated so poorly by a business. They need lessons in customer service. More

Normally I have excellent service from here, but I have had issues since I brought my car in on 9/9/23 for maintenance and an inspection. I have repeatedly asked for someone to get back to me. Now, a month had issues since I brought my car in on 9/9/23 for maintenance and an inspection. I have repeatedly asked for someone to get back to me. Now, a month later, I still haven't from them at all. I'm really angry, and I don't want to go elsewhere but at this point, for lack of a simple phone call or email, I might have to. Absolutely infuriating. More

If you have a problem and need someone to call you back, don't count on it. They are rude and keep passing you off to others, saying it is not their fault. When asked whose fault it is, they hang up on yo don't count on it. They are rude and keep passing you off to others, saying it is not their fault. When asked whose fault it is, they hang up on you. Trying to get my car registered, and no updates. When I went to pick up my car, I didn't want it that day, and they needed it picked up on that day, so when I went in, he had another customer and didn't explain anything about my new car, just handed me the keys and set up the phone to the car and that was it. Good Luck if you need a callback. More

I attempted to purchase a vehicle at Della Toyota in Plattsburgh, Heritage Toyota in Burlington. Neither had nor could get the Camry XLE that I was looking for. I went to Northway Toyota and found that Plattsburgh, Heritage Toyota in Burlington. Neither had nor could get the Camry XLE that I was looking for. I went to Northway Toyota and found that vehicle and purchased it. I had a few questions several weeks after I bought it and called Christian, the salesman I had worked with. I left a message and he was very quick to return my call and advised that he would be available for any further questions I might have. I was very pleased with this dealership. More

Young female “advisers” in service center were rude and condescending, making snide remarks and laughing at my concerns. I started out with an older woman with blonde hair and I have worked with her before condescending, making snide remarks and laughing at my concerns. I started out with an older woman with blonde hair and I have worked with her before and she is a straight shooter. But she disappeared from the case, I guess, because a young brunette lady came in to talk to me after an hour and a half. ($169 just to hook up the diagnostic tool, BTW!). The reason I came in was that I wanted them to replace a tire pressure sensor. Instead they said I need a whole new tire pressure monitoring kit for $350 (thanks but no thanks, I’ll buy a tire gauge for $5). and then proceeded to tell me that my brakes were “metal on metal” (even though they make no noise, don’t grind or shudder and are as reactive as they ever were). and needed to be fixed at $500 additional. I heard the shill, I mean “service advisor” say the same thing to two other ladies right before me, while I waited there for the first hour for them to do nothing. Meanwhile I had just been through a state inspection and full point inspection elsewhere within the last three months. Neither of them suggested I was on the brink of Brake Apocalypse. One suggested I could replace my brake pads because they were worn but that was it. Northway tried to fleece me for near a thousand dollars! I’m disgusted. My family supports me and agree not buy cars here anymore. Considering we have bought something like 8-9 cars here in the last 16 years the scare tactics and upselling really worked out great for Northway this evening. And the nasty service advisor who laughed in my face…. Real piece of work. Tried to give me a sob story that my $169 was the difference between them being able to pay their technicians or not. Like I’m sure Northway is paying them any decent chunk of that for the three minutes it takes to plug in the diagnostic. Same woman later implied I was rude just for politely declining the exorbitantly priced services. Still had to pay the $169 of course. Steer clear and good luck out there! PS I’m still wondering what made them look at me, with my Walmart coat, cheap-o shoes and 13 year old used car and thought it was a good idea to try to upsell me like that. More

They will rip you off in diagnostic charges and fix nothing. $300 and nothing fixed. They damaged my glovebox and won't even look at it. $80 to tell me I have a bent alternator bolt. If I could give nothing. $300 and nothing fixed. They damaged my glovebox and won't even look at it. $80 to tell me I have a bent alternator bolt. If I could give zero stars, I would. I definitely will not return for anything. More