Paul Miller Toyota of West Caldwell

Paul Miller Toyota of West Caldwell responded

We are pleased to hear about your recent experience with Kelly and we appreciate the great feedback!

Paul Miller Toyota of West Caldwell responded

Thank you for providing us with positive feedback on your recent experience!

Paul Miller Toyota of West Caldwell responded

Thank you for the excellent five-star review! We're so happy Hassane could assist you and make your experience one to remember!

Paul Miller Toyota of West Caldwell responded

We want to thank you for letting us know about your experience. On behalf of the dealership, we would like to apologize for any inconvenience you encountered. As a professional family company, we intend to be transparent in all our transactions. The vehicle theft protection is included in every vehicle that enters our location for ours and your protection. That is why we present it at the very beginning of every purchase through our buyer's order. Our deposits if ever needed to be refunded, only take 5-7 business days. We would never withhold money from a client. We made sure to contact you every two weeks with an update to ensure you were informed about the delivery of the vehicle. Our intentions were to have this vehicle delivered to you as soon as possible since you had waited so patiently. Regarding the pickup of the vehicle, the vehicle was thought to be programmed and fully charged. If that wasn't the case, we sincerely apologize. Please feel free to reach out to us if you need any further assistance.

R4POwner responded

Ahhh - Your statement is not true. * I went many weeks (>2) without contact and had to contact you for updates. Note that this was expected as I knew it was a long wait for an allocation, but your response that "we made sure to contact you every 2 weeks with an update" is completely untrue. * I put down a $500 deposit on Nov 2, 2020. * On Jan 28, 2021 I was sent the build sheet with price of the car but not closing costs (dealer fees) * ON March 17, 2021 I was told the car had reached your dealership and I needed to pick it up very quickly. We agreed on Friday Mar 19 * On March 18, 2021 I received the actual sales agreement with price breakdown including dealer fees and your bogus mandatory optional insurance charge for the first time. This showed your higher-than-average (according to Edmunds) $499 documentary fee and a $299 fee that was listed as "Vehicle Theft Protection (Optional)". I did not ask for the vehicle theft protection. Nobody told me it would be included. I was not given an "option" on this bogus charge. I did not want your worthless additional dealer profit rip off insurance. I asked it to be removed and you refused. After waiting over 4 months for the car to come in, I wasn't going to start the wait again elsewhere over $299, but I did not want this OPTIONAL item. You basically ripped me off for an additional $299 on a > $50,000 vehicle. That's on your dealership. Is a $299 CLEARLY RIP OFF ADDITIONAL FEE that's listed as "Optional" but you refuse to remove worth losing customers for? Obviously to your dealership it is. This bogus fee is the difference between a 5 star happy customer and my angry 1 star review. Again - that's on your dealership. I requested the "optional" insurance to be removed. You refused to remove the "optional" insurance and insisted that it was mandatory. * On March 19, 2021 I picked up my car and begrudgingly paid the "optional" rip off fee for the "optional" item that I did not want and you refused to remove * Next step is filing a complaint with the Better Business Bureau and the NJ Division of Consumer Affairs - I don't take kindly to be made to pay $299 extra for "optional" and unwanted items. Bottom line - you refused to remove an OPTIONAL and NOT WANTED fee. I should have checked out your C- rating with the Better Business Bureau before buying from you. Others can do that now --> https://www.bbb.org/us/nj/west-caldwell/profile/new-car-dealers/caldwell-imports-inc-0221-29001205

Paul Miller Toyota of West Caldwell responded

¡Realmente apreciamos que se haya tomado el tiempo para brindar comentarios tan buenos, Luis! ¡Estamos muy contentos de que Israel haya podido ayudarlo y brindarle un servicio excelente!

Paul Miller Toyota of West Caldwell responded

Thank you for the positive five-star review, Maryann! We're so happy our team could assist you and make your experience one to remember!

Paul Miller Toyota of West Caldwell responded

Thank you for the positive feedback! We're so happy you had such a great experience working with our team and we hope to see you again soon!

Paul Miller Toyota of West Caldwell responded

We truly appreciate you taking the time to provide such great feedback! It sounds like Omar went above and beyond to make your experience a good one and we hope to see you again in the future!

Paul Miller Toyota of West Caldwell responded

We truly appreciate your kind words and your loyalty to our dealership over the years! We're please Samantha could assist you and make your experience one to remember!

Paul Miller Toyota of West Caldwell responded

Thank you for the positive feedback regarding your recent experience with Ronnie! We truly appreciate your kind words!