Toyota of Watertown

My husband and I bought a 2011 Toyota Sienna from the Watertown dealership in October 2010. Almost immediately we started having problems with the driver side sliding door--the door would stop opening in Watertown dealership in October 2010. Almost immediately we started having problems with the driver side sliding door--the door would stop opening intermittently when being pulled manually. I brought the car in twice to have it looked at and was told each time that the door was fine. However, each time I brought the car home I still continued to have the same problem. VERY FRUSTRATING especially because this was the side with infant car seat installed--so not having a door work while holding a baby is both frustrating and dangerous. Finally, this happened again while it was raining and I had had it--my husband and I had specifically bought the TOYOTA Sienna for its reliability-- a 100% of the time--not 95% of the time. I called the dealership and asked to speak with a manager. I spoke with Mark Drydale who did a great job of handling the situation. Here is why: * he allowed me to vent my frustration with the situation * he assured me that he was going to help me get this problem fixed at my convenience * he set up a complimentary loaner car for me while the service department fixed my car * he installed my THREE car seats into my loaner and back into my Sienna once it was fixed * AND MOST IMPORTANTLY--he addressed my complaint in a thoughtful and systematic way. Before I dropped off the car he had looked at my previous service record and MOST IMPRESSIVELY--he asked me to describe EXACTLY what was happening. When I gave him the details that the door only jammed when being opened manually-it changed his approach to how to service the car which I believe ultimately led to it actually getting fixed! Rachel Gordon 617.784.9322 October 25, 2011 More

We had some front end work done on my son's car, a toyota highlander with 175,000 miles. The work cost $1,623 and we debated where it was worth it but went ahead anyway. Within a couple of weeks we had an highlander with 175,000 miles. The work cost $1,623 and we debated where it was worth it but went ahead anyway. Within a couple of weeks we had an unrelated issue and the front end still did not sound right. We got a call that the front end needed an additional $1,400 worth of work. We were not happy as we were told the car would be fully checked out. We were told the additional work had been identified originally but had not been communicated to us, Kamel was very apologetic. We received a call back from Kamel who said he spoke to his manager and the work would be completed at no charge, including a couple of other issues unrelated to the front end. We were very surprised and grateful Watertown Toyota was accepting responsibility and going above and beyond what we expected. What started out as a disappointing experience turned into a great one! More

I couldn't be happier or more satisfied with Toyota of Watertown's service level. When after 15 years it was time for a new car, I chose to stay with Toyota brand because I couldn't bear leaving their se Watertown's service level. When after 15 years it was time for a new car, I chose to stay with Toyota brand because I couldn't bear leaving their service team. It's that good. I felt well cared for and respected. It's almost like a family environment. The entire crew is professional, knowlegeable, respectful, pleasant and simply phenom but it is because of one person- Kamel - that I keep returning. His service level is 150%. He knows his products completely, he has taught me much about the car over the years, he makes me feel valued every time I'm there and he goes the extra mile. I bought another Toyota because I trust and depend on the exceptional Watertown team. More

We purchased our minivan from this dealership and take it there for service as needed. The staff there is always friendly and helpful and the waiting room is very nice. You can make appointments online or there for service as needed. The staff there is always friendly and helpful and the waiting room is very nice. You can make appointments online or over the phone. There is a courtesy van to drive you if you can't wait or don't have a ride. I feel like they go above and beyond to make things convenient for the busy lifestyles we all have as well as make sure the vehicle is safe and running properly. I have never had an issue at this dealership or its service department. More

I have been coming to ToW for 10 years, and cannot recommend it more to people who like and expect excellence in car service. This place has high standards and truly wants to satisfy every single cust recommend it more to people who like and expect excellence in car service. This place has high standards and truly wants to satisfy every single customer. While the entire department works as a well oiled machine, I have to highlight one person in particular: Kamel Khnaizir is an **outstanding** service manager. Although most people would visit this place 2-3 times a year the most, he knows and greets the customers by name, truely cares about their needs and goes above and beyond to satisfy those. He has an excellent relationship with the rest of the staff hence he can get ANY type of job done fast. Besides he is a nice person, he knows cars in and out and will have your safety as number 1 priority in mind when making recommendations. Quite frankly, the reason why I have Toyota is basicaly him: I have the confidence that as long as he is servicing my car, I can be safe and know he always has my back. More

I worked with Larry on an engine sensor problem with my Highlander. He did a great job and definitely would recommend Toyota of Watertown for future service work or vehicle purchases. Highlander. He did a great job and definitely would recommend Toyota of Watertown for future service work or vehicle purchases. More

Great service. Provided all the help I requested. They were quick and responsive. Repaired something that I didn't expect they would do. Highly recommended. were quick and responsive. Repaired something that I didn't expect they would do. Highly recommended. More

I have purchased 4 cars from this dealer. I live 25 miles from the dealership but continue to buy and service the cars there because of the service I continually receive from Kamel. I've found all of the ser from the dealership but continue to buy and service the cars there because of the service I continually receive from Kamel. I've found all of the service personnel to be helpful and friendly, but Kamel's service is outstanding. I will shortly be buying a new car for myself, and will go to Toyota of Watertown because I am confident in the quality of service. More

Paul and the guys at Toyota of Watertown are truly top notch. I cannot believe I actually trust a dealership but I do and this is not your typical dealership. They are honest and friendly and the waiting notch. I cannot believe I actually trust a dealership but I do and this is not your typical dealership. They are honest and friendly and the waiting room is very inviting and has a classy feel to it. I would never go anywhere else. Thank Guys!!! More

Kamel has been my go-to-man for the past three years. We have two cars that he services for us. Even though we bought the second one at another Toyota dealership, I always come back to Kamel because he ensu have two cars that he services for us. Even though we bought the second one at another Toyota dealership, I always come back to Kamel because he ensures that I get 5 star service from the moment I step out of the car to when I step back in (in fact, I drive 40 minutes to get to Watertown and Kamel). The service team is fabulous and Kamel does a great job of taking care of all my service needs. I highly recommend Kamel and his team. More