Keith Jackson | Page 5

Best experience My husband and I have been shopping around for a Highlander. One dealership told us we didn’t need a Highlander (Capital Toyota)because we didn’t driv My husband and I have been shopping around for a Highlander. One dealership told us we didn’t need a Highlander (Capital Toyota)because we didn’t drive much and he would not even offer to show us a Highlander and was very rude. We went to Cleveland Toyota and were immediately met with a smile. His name was Zane. He was extremely courteous,polite, patient, and very professional..We also got to see Keith Jackson who had in the past worked with us. He assured us he would personally take care of us again. If there were more salesmen like Zane and Keith I truly believe more car lots would be empty. What a pleasure to have the opportunity to work with such good men. More

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Pleasant, helpful salesman, thorough car buying experience. Happy with my truck buying experience. Helpful, knowledgeable salesman, I have recommend this dealership to others. Salesman helped to explain the ( Happy with my truck buying experience. Helpful, knowledgeable salesman, I have recommend this dealership to others. Salesman helped to explain the (many) electronics of these new vehicles. More

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Quick and friendly Brought my Prius in for my 30k mile service. They finished in a timely manner and then went through everything they had serviced on my Prius. They do Brought my Prius in for my 30k mile service. They finished in a timely manner and then went through everything they had serviced on my Prius. They do such a great job every time. Their amenities are great for a waiting customer which made for a relaxing wait. Thank you so much! More

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Great purchase experience! When looking for a new car, we decided to go to Toyota of Cleveland due to their reputation. We were not disappointed. Our salesperson was great, as When looking for a new car, we decided to go to Toyota of Cleveland due to their reputation. We were not disappointed. Our salesperson was great, as were the negotiations. Custmer service is also top notch. Great experience! More

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Best Dealership Experience for Service and Sales If i could mark all 3 "Reasons for Visit" I would. I've bought a used and new vehicle as well as use their service department regularly. By far the be If i could mark all 3 "Reasons for Visit" I would. I've bought a used and new vehicle as well as use their service department regularly. By far the best dealership experience I've ever been around. The folks at Toyota of Cleveland just plain get customer service. Both on the sales and service side. Its consistently great every single time. I literally haven't had a bad experience or been disappointed leaving there once in the 6 years I've been going there. They go above and beyond to help their customers. I travel 30 miles out of the way, passing multiple Toyota dealerships and oil change spots, every 5,000 miles to get both my vehicles serviced there. Also, bought both vehicles there and will continue to buy there for the foreseeable future. Highly recommend! More

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Doesn't live up to reviews Justin oversaw our purchase and assured us that the dealership is known for excellent customer service. But we have experienced nearly the opposite si Justin oversaw our purchase and assured us that the dealership is known for excellent customer service. But we have experienced nearly the opposite since then (lots of promises but very little follow-through and poor customer care). The used SUV we purchased (and paid cash for) had the check engine light come on before we were a mile down the road. Then the car began shaking. We returned to the dealership and were given a Toyota Corolla to drive until they could have the service department check out the car the next morning. When we purchased the vehicle, Justin scheduled an alignment (per our request) for 11am the following day. Since we left the car with the dealership the night of purchase, we expected a call around noon that everything was taken care of. We heard nothing all morning about why the car had been shaking or why the check engine light had come on (the car had run beautifully during the test drive, so best guess was that low-grade fuel had been put in the car. The dealership was going to siphon the fuel and make sure the SUV ran smoothly before the alignment.) I called around 1:30pm to check the status of the vehicle, and the service person I spoke with had no knowledge of it. Once I was connected with someone who looked it up, I was told that they would begin the alignment right away and have it done in an hour. I should expect a follow-up call when it was ready. As to the engine light and shaking, those were caused by a spark plug being disconnected during the detail. The engine had been miss-firing and caused the check engine light to come on. We took our children home for a nap and I ran errands, expecting a call when the alignment was done around 2:30. At 3:05, when my other errands were complete, I called the dealership to check the status of the call. The service department didn't answer, so I tried calling Justin. I was put into his voicemail and left a message, which included words like, "I'm on my way to pick up the car and hope it's ready. I've been very disappointed with our experience so far." Justin never returned my call or followed-through on the great customer service he promised. I called back and got connected with the service department. This time, I spoke with a helpful and courteous employee (Brad) who told me the alignment was complete and the car ready for pickup. When I arrived at the dealership, I worked with Brad (who was great). He called Justin about a question I had and told Justin I was there picking up the vehicle. Justin did not bother to step out and make sure everything was taken care of or to answer my question personally. I felt that, since he'd talked me into the purchase and had my money already, I no longer mattered. That evening, the check engine light came on again. The dealership was closed, so we waited until the next morning to take the car back. This time, my husband made just enough of a scene to ensure that the dealership was motivated to make things right. The service department was again good to work with, and they decided to send the vehicle down to the VW dealership (same owner) so the VW mechanics and computers could figure out exactly what was going on and repair it. My guess is that the issue I saw on the CarFax and questioned (the issue Justin assured me had been repaired and was not an issue) is, in fact, not resolved. We dropped the car off a week ago and have yet to hear what VW found or how they are handling it. This time, per my husband's request, we were given a Rav4 to drive. We appreciated the fact that it is a small SUV, similar to what we purchased, though it does not have AC in the back for our kids' comfort (a must-have when we made a purchase decision). We are still hoping that the dealership will stand by their word and reputation and will keep their promise to be sure they did not sell us a lemon. They have said they will make sure the issue with the engine/drive train/computer is resolved, and I'm optimistic that they will. However, I'm very disappointed that they have not provided the customer care Justin claimed they provide. We have not received a single follow-up call and have had to call or email any time we want an update. A week after purchase, we are driving our second loaner vehicle from the dealership and still waiting to enjoy owning the 2007 VW Touareg we purchased. The dealership has shown quite a lack of communication between departments and lack of initiative in making sure our situation is handled with care. We have felt that once the dealership had our money (we had saved for a long time to pay cash for a good used vehicle), we immediately became a low priority for them. Of course, this was Memorial Day Weekend when the dealership's priority was prospective customers, not recent customers. While that prioritization is understandable, it does not line up with the excellent customer service this dealership is known for or the priorities upon which they stake their reputation. Thank you, ~Joanna E. More

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Excellent Experience Stockton and everyone that I worked with were excellent and I would highly recommend them. My overall experience was phenomenal. Stockton worked with Stockton and everyone that I worked with were excellent and I would highly recommend them. My overall experience was phenomenal. Stockton worked with me for roughly 5 hours to get me into the vehicle I wanted at a price I could afford. They paid attention to detail and talked me through every step of the process. I will definitely buy my next vehicle from Stockton at Toyota of Cleveland and will highly recommend that my friends and family do the same. More

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Great experience The sales staff as well as all other personnel at this dealership were just great. They exceeded my experiences at other dealers. I felt like family The sales staff as well as all other personnel at this dealership were just great. They exceeded my experiences at other dealers. I felt like family and was treated like royalty. Don't know why it took me so long to get to Toyota of Cleveland. More

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3rd time I’ve bought a car from them. I’ve bought 3 cars from Toyota of Cleveland, and also get all of my regular maintainence completed there as well. Theyve also installed suspension lif I’ve bought 3 cars from Toyota of Cleveland, and also get all of my regular maintainence completed there as well. Theyve also installed suspension lift kits on both my 4 runner and my FJ Cruiser. There’s a reason I keep going back to them, they do a great job, and they’re straightforward. All three cars I’ve bought from them I already knew what I wanted, was working on a tight schedule as far as time goes, and all three times they handled everything smoothly, and much faster than I would’ve thought possible. Customer service has always been great there as well. I’ve always had trust issues with car dealerships, but never had anything but the best experiences at Toyota of Cleveland regardless of who I was dealing with. That’s why I keep going back. I’d like to name two employees in particular, Taylor Alton as the sales person from my last purchase; he was very knowledgeable answering the few questions I had and helped me get through the process much quicker than I thought possible. Also like to thank him for going above and beyond and helping me get the car I bought back to my house (I drove there in my other car, and had no one with me.) I’d also like to thank Keith Jackson on the service side, he’s always gone out of his way to help me as well, especially when I’d come to him asking if they could install my lift kits even though it wasn’t a service they offered at the time. Did a great job on those by the way. So anyone still reading this, if you’re in the market for a new or used car and are tired of pushy and obnoxious sales people, go to Toyota of Cleveland. More

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AMAZING The service was absolutely Amazing!!!! We used Justice and he is awesome. The entire staff and management are outstanding! Our daughter has bought a The service was absolutely Amazing!!!! We used Justice and he is awesome. The entire staff and management are outstanding! Our daughter has bought a car and today we bought our first car off their lot and we will definitely be going back in the future... Great job to all you guys on making our experience a smooth one... Thanks for all your help!! More

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