Matt Morano | Page 4

The absolute worst of brand representation by a franchisee DCH Freehold Toyota has provided me with the worst car buying experience ever! They have failed to provided me with an adequate response to the issues DCH Freehold Toyota has provided me with the worst car buying experience ever! They have failed to provided me with an adequate response to the issues I originally detailed below, which I to be sent to William Liang who is the general manager and responsible for pulling the deal out from under Ian Salon. I also tried to contact William Liang via Linkedin to give him to opportunity to address this from a senior management point of view, but I received no response, I guess he was too busy getting more positive ratings for profit. I then contact Toyota USA directly to lodge a complaint. Only to be passed back to Matt Morano from DCH Freehold Toyota who offered nothing other than "we won't sell you the car now". He told me to go to another dealership, basically because I had an issue with how they behaved. I then followed up with Toyota's head office who said they (or any other car brand) can not intervene with a sale from a legal standpoint. I have no problem with that but I'm amazed that a brand like Toyota would not want to address some of the other unprofessional behaviour demonstrated by DCH Freehold Toyota during this sale. The bottom line here is there was a good deal, we agreed to it on the phone and they were going to work out how to take a deposit. Then changed their minds because I would collect the car at the end of the month and this sale wouldn’t go in August's numbers, because at the end of the day that’s all a dealer cares about; “what is the profit in this deal?” DCH Freehold Toyota are the living incarnation of the negative perception the general public has about the car sales industry. What follows is nothing other than the facts for you to make up your own mind about doing business with DCH Freehold Toyota. ++++ORIGINAL ISSUE SENT VIA EMAIL STARTS+++++ - On Thursday I contacted DCH about an ad listed in auto trader with car priced at $34,207. I asked for lease pricing and was handed over to Jim Rizzo - Jim Rizzo then sent me numbers but the sale price in his paperwork was not the price listed in the ad. On Saturday I contacted Jim by phone to discuss, he basically said he couldn't help me as there were people in the dealership,i had asked for revised numbers and an actual photo of the vehicle. I got a response late in the day that said you'll have to contact another sale rep. Incredible! - Monday after work I drove to the dealership from Manhattan with the view of giving DCH another chance. I dealt with Ian Salon, we test drove the vehicle he provided numbers, did the right thing and tried to close the deal but on the spot. I set out what I wanted to do. Review overnight, speak tomorrow with the view that if I'm happy we'd do the deal, I could do everything remotely and I could pick up the vehicle on 1st September when I returned from my travels - Tuesday I sent Ian a counter offer by email, he replied with what he could do on Wednesday afternoon - Thursday we spoke, I accepted the he gave me offer, reiterated about the pick up date and said I'd put a deposit down, he said deposits could not be taken over the phone due to the inappropriate conduct of other staff (I can only guess at what that meant). Now I've never not been able to pay over the phone in the US or any other country. He said he'd call me back with a solution. Minutes later he confirmed he would email me paperwork and that I'd be able to provide my debit card details to pay the deposit to hold the vehicle for me. As far as I'm concerned the deal is done at this point. - Thursday late afternoon I've not received this email from Ian and I'm about to leave for the airport. I contact Ian by email to confirm the deal is on and for him to send me paperwork. He replied and advised the General Manager had said no to the deal now as I would close in September! It's not my issue if you can't make your numbers and I think it's very bad form to go back on a deal when the customers intention and requirements has been clear from the start. - Thursday evening. I called Ian and asked to speak with the manager who made this call. He says you're gone for the day, I ask to speak with the most senior person. - I'm passed over to Dennis, I set out the above to Dennis, we debate a few things but ultimately his hands are tied as he can't override the general manager. I tell Dennis that I will happily post this set of events online on the dealership review site that is sent out in your emails. He then tells me that it's slander and he will find my profile online and say negative things about me. This is actually comical as I'm using a review service as it's intended to be used and your employee is saying I can't and he'll actually try to slander me. Quite incredible what you take a step back and look at the facts I've set out here. My phone number is below and I'd like you to call me ASAP so we can have a sensible conversation about this and you and I can save ourselves a lot of hassle and unnecessary effort. You need to make this right and also give me some form of additional compensation for the grief you are causing me by having to chase you and write all this down. I'm more than happy to take this issue up with your superior if you can't resolve it satisfactorily. +++ORIGINAL ISSUE SENT VIA EMAIL ENDS++++ More

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Painless! The smoothest transition from old to new that I ever had. Nori, Matt, Paul, Michelle and Dmitri were all true professionals. I will recommend to all The smoothest transition from old to new that I ever had. Nori, Matt, Paul, Michelle and Dmitri were all true professionals. I will recommend to all in the market for a new car. More

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GO WITH JOE!! Professional, accommodating, friendly, experienced, knowledgable in all aspects of the car selling process, as well as knowing everything about the Professional, accommodating, friendly, experienced, knowledgable in all aspects of the car selling process, as well as knowing everything about the camry! Our 3rd car purchase from this dealer over the years. Joe Castoria was terrific. The team we encountered was great: diane shain, Matt and Derrick along with our pal Joe! Joe not only was a no pressure salesman, he went out of his way to make sure we were satisfied customers. Our experience was the opposite of what we have all worried about with high pressure sales when purchasing a vehicle. Joe also took the time to pair our phones with the car so we could have hands free calling-blue tooth pairing process. Great experience at DCH Freehold Toyota. GO WITH JOE! More

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Great Experience It was our first time looking to purchase a Toyota. We had the opportunity to work with Mike and Matt, and Oscar from finance. All were very easy go It was our first time looking to purchase a Toyota. We had the opportunity to work with Mike and Matt, and Oscar from finance. All were very easy going guys with no hard sell. Although there was a bit of back and forth discussion on the price of the vehicle, a 2012 Toyota Camry, in the end, Matt was able to accommodate us. Overall, a very positive experience and we would definitely recommend the dealership. Paul and Judy More

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What a wonderful experience! After searching and researching for a week for a vehicle, Freehold Toyota was my last stop. After receiving a reply to my TrueCar inquiry by Michelle After searching and researching for a week for a vehicle, Freehold Toyota was my last stop. After receiving a reply to my TrueCar inquiry by Michelle (Internet Sales) I felt compelled to drop by even though I had already selected a vehicle at another dealership. Best move I ever made. By far, Freehold Toyota provided best customer service experience. Everyone involved in my lease/purchase made me feel as if they were genuinely concerned about my decision -making process. Wanda Malave, Sales Consultant, made it easy for me to find and select the best vehicle for my needs and my budget. Matt Morano, a General Mngr went out of his way to ensure my happiness and satisfaction. Derrick Battle, Finance Mngr, lead me thru the financial maze with ease and I greatly appreciate Dmitri Sokolov from Parts for going the extra mile assisting me with the return of my rental and his thorough, user-friendly orientation on my beautiful, new Camry LSE. Never experienced so much enjoyment during a car-purchase before. Thank you to All at DCH Freehold Toyota! PS...In answer to How long should it take to buy a vehicle upon entering the showroom? As long as it takes to answer every question and address every concern of each customer or prospective customer that enters the showroom. An experienced consumer with an expendable budget may take only an hour or two. However, another consumer may require more time to see that specific needs are met. If u know what you want and the car is there, then I would expect to spend up to 2 hours. For an inexperienced customer, or someone unsure of what they want, the process can take more time, three hours or more. Hey, this is not like buying a new pair of shoes, at least not for most. It is in the customer's best interest to take his /her time to make sure that every "i" is dotted and every "t" is crossed. More

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Toyota did the best thing by hiring Mat Morano. This was the BEST thing I ever did - to come to Toyota Freehold. But EVEN BETTER- was that Mat Morano took my case under his responsibility. I have be This was the BEST thing I ever did - to come to Toyota Freehold. But EVEN BETTER- was that Mat Morano took my case under his responsibility. I have been to many other places and worked with many other mechanics before, but each one with another headache and another story of aggravation. Not here. My case was handed over to Mat Morano bc the first fellow went on vacation. Mat took over not only the customer service part, but he saw the job through to the end - and had his workers on the case together with insurance reps and calls, over a span of a week - never tiring from doing his job right. Each time he called me - or I called him - for an update (I called frequently throughout the long week) he was the same kind, the same patient, the same helpful, and the same proactive to contact people and oversee the case as if it were his own car. I told all my friends and relatives about the amazing experience I had at this place with Mat Morano , and how he literally provided the BEST CARE AND ATTENTION TO THE CAR'S ISSUES AND TO THE CUSTOMER - so much so - that he made my week without my car as pleasant as he can, keeping me updated, giving me a loaner car, taking the time and the patience to contact and oversee all insurance parties, all parts and labor and all evaluations - I got my car back a week later - fixed, clean and a pleasure to pick it up and drop it off (he stayed late while I was rushing to get there from NY bc I won't go to any other place - not even in NY - only here). This manager Mat Morano is by far THE BEST THING THAT HAPPENED TO TOYOTA SCION FREEHOLD. He should get the acknowledgment he well deserves. From - a happy, appreciative customer More

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After visiting several other dealerships and doing some online shopping, I am so happy I chose DCH Freehold Toyota to make my final purchase with. They didn't try to throw any fast ones and everyone was ve online shopping, I am so happy I chose DCH Freehold Toyota to make my final purchase with. They didn't try to throw any fast ones and everyone was very friendly, very knowledgeable, and extremely helpful! I wouldn't go anywhere else to buy a car. More

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Easy to schedule and got a fast appointment. Took car at scheduled time. Service rep. (Matt Morano) was very professional, friendly, and fully explained what needed to be done and why. Service was perform scheduled time. Service rep. (Matt Morano) was very professional, friendly, and fully explained what needed to be done and why. Service was performed quickly and competently. Usual fine experience at this dealership. Well done all around, from scheduling to service. Wouldn't hesitate to recommend this dealership for sales and service. Thanks. More

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I went in to the dealer on two separate occasions. The first for a 5000 mile check & oil change. I was greeted quickly upon arrival, my needs were determined and I was directed to the lounge to wait as p first for a 5000 mile check & oil change. I was greeted quickly upon arrival, my needs were determined and I was directed to the lounge to wait as planned. The work was completed in under an hour and I was on my way. The second visit was as a result of a leak in the sun roof after the snowstorm of 30 October. I dropped off the car and picked up my loaner, a nice little Corolla. While the work took longer than expected, they were very thorough in repairing the problem and did not return the SUV until they were convinced that it was fixed and tested to ensure it was OK. There was no problem with me keeping the loaner until they were done, they were in touch with me as the work progressed so there was little inconvenience. A good job on a problem that was not easily resolved at no cost to me. More

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85,000 MILE SERVICE OIL CHANGE// ROTATION QC missed a 85,000 MILE SERVICE OIL CHANGE// ROTATION QC missed a problem. QA FOUND A PROBLEM AND CORRECTED IT SPC says DRFT ITs best QC found it before i 85,000 MILE SERVICE OIL CHANGE// ROTATION QC missed a problem. QA FOUND A PROBLEM AND CORRECTED IT SPC says DRFT ITs best QC found it before it left shop. MGR was very professional THANK YOU More

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