Abysmal Customer Service: Title Delay, Lack of - NH
Abysmal Customer Service: Title Delay, Lack of Accountability, and Deeply Deficient Communication
I purchased a 2022 Toyota Corolla from Sales Associate Andrew Cipolla at Langway Toyota on 12/26/2025, paid in full with intent to title in NH. At time of sale, the dealership did not have the title and Business Manager Mike Silva issued an IOU, stating the vehicle had just arrived on the lot and the title was "en route" but could take “a few weeks.”
It ultimately took nearly six weeks, well beyond the 30-day temp plate, leaving me unable to register or legally drive the vehicle I had paid for. Resolution included repeated escalation, unanswered messages, and finally contacting the bank myself to obtain clarity.
Documented timeline:
• 1/5: Emailed Mike Silva. No response.
• 1/6: Emailed Andrew Cipolla. He replied they were “expecting title this week” and would FedEx it along with the second key.
• 1/8: Emailed General Manager Russ Bauer. No response.
• 1/10: Called Mike Silva. No answer. Left voicemail. No response.
• 1/10: Reached Andrew by phone. When I asked for transparency, he was dismissive and stated, “We know as much as you do.” I was redirected to the clerks’ office.
• 1/13: Called Colleen in the clerks’ office. No answer. Left voicemail. No response.
• 1/13: Reached Andrew and was told I would have an update next morning.
• 1/14: After no update as promised, I texted Andrew and was told there was no update. He stated: “They sent the payoff in on Dec 15th. Titles can sometimes take 4–6 weeks. Colleen or Cathy will tell you the same thing.”
• 1/16: Opened case #260116000243 with Toyota Brand Engagement (Douglas). They contacted Langway but were unable to obtain a clear update and escalated to Langway’s Customer Relations. I was told I would receive a call within 1–2 business days. Never received a call.
• 1/21: Followed up with TBE (Michelle). They contacted Langway and reached Customer Relations manager Carol, who indicated the GM, Russ, would call me within one business day. He did not.
• 1/22: Called TBE again (Jay) after hearing nothing from GM. They contacted Langway (Bernard) and were told the delay was with Southeast Toyota Financial. SETF had received all approvals to release the title on 1/20. Toyota emphasized that dealerships are independently owned and operated and that they have limited control.
• 1/25: Temp plate expired. Can no longer legally drive the vehicle.
• 2/1: Still no update from Langway. Texted Andrew again. No response.
• 2/3: Called TBE while traveling in Europe (Andrea). She was shocked at the extensive case history and expressed frustration at her own inability to get info from Langway. She attempted to contact SETF but was unsuccessful. I reinforced how poorly this reflects on the Toyota brand but was told Toyota does not control independently owned dealerships.
• 2/3: Called SETF directly from Europe (Victoria). She looked up VIN and confirmed title had been overnighted. She also stated Langway had not provided the required odometer statement in a timely manner.
• 2/4: Title delivered by FedEx. Langway never proactively notified me that it had been sent.
I was forced to chase answers between the dealership, Toyota corporate, and the bank, including while traveling internationally. Beyond the delay, most concerning are:
• Persistent non-responsiveness from sales, management, and customer relations
• Dismissive communication
• Ongoing deflection of responsibility without transparency
The matter was only resolved after I personally contacted the lienholder and uncovered the actual status, despite multiple escalations to Toyota Brand Engagement, who also were unable to obtain meaningful updates from the dealership. The consistent pattern of broken commitments, non-responsiveness, and lack of transparency makes it clear that customer experience is not a priority at this dealership. The lack of accountability and professionalism is completely unacceptable.
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