Doesn't take responsibility for their mistakes - noahkr
Paid $1700 for work on the brakes and the car came back making a loud THWAP, THWAP sound when braking quickly. Called and forced to make an appointment weeks out. Dropped the car off and they drove and couldn't find a problem! Forced to make another appointment and made them test drive it with me and they finally acknowledged there was a problem. The technician had installed them incorrectly and the new drums were damaged and had to be replaced again.
Very bad experience. If there's a problem with your work, do not give customers the phone-tree runaround. Get it fixed right away.
This would be a one star but we did't die while the brakes were bad and they didn't charge to fix the damage they caused at least—so that's something.
Charlies, an excellent dealer. - David H Hatch
We have been dealing with Charlies since 2014 and have been very impressed with the dealership and service dept. I believe they over-deliver on their promises and bend over backward to make sure you are happy with their sales and service. We wanted a specific car, color and equipment and they went out of their way to find one and deliver it at an excellent price.
Four stars for washing in 6F degree weather - Rav4 - JHatch1
Brought my Rav4 here for every service except tires - always without issue. Been extremely happy with the service. Thus, will give a rating of five stars for always managing any issues I have with no qualms.
But today (21 Jan 2019), it's a high of 10 degrees Fahrenheit, a balmy 6 when I showed up.. and they decide to wash the car. I understand the intention to have every car leaving the dealership looking clean, but at some point using a pressure washer just puts ice where it doesn't need to be once you move the car outside.
I will still recommend this dealer, and April for sales and service, I will just add on a reminder to instruct no washing in winter.
I came in for a recall and ended up with a new car. - MJ
I had to wait for two hours and decided to look around. Our car was a 2010 and I'd had it paid off for 5 years. Trisha Hunter was very helpful. My husband had been trying to convince me to get a car with more safety features, in particular the back up camera. So I ended up with a brand new car, a 2018 Prius. She helped me set up the bluetooth for phone access on speaker from the steering wheel.
She offered technical assistance whenever I needed it. Trisha has been true to her word. I seem to accidentally turn things off, and she can get me going again. I'm beginning to understand how auto high beams work also.
I especially like the view that encourages you to drive more efficiently.
Liars - Madminiguy
Worst dealer in NH. Bought a used vehicle from them as a Christmas gift for our 15 year old. They lie and scam!!!!!!!!! Bad business
Amazing experience! - Rob F.
This was by far the best car buying experience I have ever had and I have purchased many vehicles over the years. An amazing and courteous staff that is truly all about customer service. This will always be my first destination for a automobile purchase. Thank you Ray, Billy, and Cora!
Crooked Deal Breakers - Ram 3500
I recently tried to purchase a new Tundra for my wife at Emerson Toyota and was treated as poorly as I ever have been at any car dealer.
I stopped in and discussed my needs with my salesperson, Corey. Over the next few days we negotiated by phone. We finally agreed to a number, accessories and financing over the phone. I gave him all my information for financing and my credit card for a deposit. He called back several minutes later and informed me that he was sorry but he could not honor the deal as we discussed. He said he was incorrect in saying I could get the rebate we agreed to with the 0% financing we agreed to. I told him changing the deal at this point was not acceptable. Corey was polite and apologetic but we did not come to a new agreement.
I called back a couple days later but Corey was not available. I was directed to Nick. Nick did not have of the paper work so he was going to talk to Corey first. I explained the situation as best I understood and he assured me if Corey corroborated what I said that he would honor the deal. Corey eventually replied with a deal worse than the original. I declined. This was followed by an offer that was numerically and accessory wise the same as I had agreed to originally but without the 0% financing. I called to talk to Nick to remind him about our discussion about honoring our deal. He said he would not. I asked to speak to the General Manager and he replied that he was essentially the GM. I asked if I could talk to the regional manager. He replied "Go ahead but we are privately owned so there is nothing they can do for you."
I called to talk to the owner, Jim twice. He was not in the dealership either time so I asked for his email address. I emailed him almost exactly what I have said here with my contact info. No response from Jim.
I called the office for the regional manager for Toyota and they put me in touch with Toyota customer Service. This person was polite and told me they would contact George at Emerson's Customer service and he would get in touch with me in no less than 2 days. George must be busy with other customers because that didn't happen.