Toyota of Hackensack

Thank you for your 5 Star review! Jay has been with us for over 15 years and goes out of his way to make the purchasing experience as easy as possible. We know that you passed several other Toyota dealerships to make your purchase with us here in northern New Jersey. We appreciate that you afforded us the opportunity to be your dealer of choice! Thank you for your business! Welcome to the Toyota family!

Thank you for your 5 Star review! We are glad to hear that Catherine provided great customer service during your purchase! We appreciate your business! Enjoy your new purchase!

Let's break this down piece by piece. You mentioned that the vehicle was not to your expectations and we offered to redo the cleaning for you. You refused. You were not "hammered" on your trade in; we made you an offer and you accepted it. We did not sell your car the "very next day" this is actually false information. WE did not profit $7,000 off of your trade. We are very unclear how you came up with that information. For the "icing on the cake", it looks like you mistyped when you went to service. According to the service report you sent us you went to the dealership three weeks after you purchased the car and it had roughly 1,300 miles more from when you purchased it. You were not dodged because you made us aware of the issue as you were with the other dealership's service department and we communicated with you. We are not going to cover your bill (which actually was $180 after tax) because our records show the car was in alignment when you purchased it. We also stated that you could have hit a pot hole which is plausible considering the distance you drove in 3 weeks time. You are right about one thing, that the alignment is not covered under warranty as it is a regular maintenance item which are generally not covered by any warranty unless it is a factory defect. According the the video sent by the other dealer, they stated they could not find any issues except you could use an alignment.

On the cleaning - You are not so far and we wanted to inspect and document the alleged soiling and address it. Giving compensation for an allegation was just not in the cards. On the sale of the trade-in- Doubtful, and if you came the next day why didnt you just ask us right there to look at your car? ANd if you already "cleaned" it why did you if you knew you were coming back the next day? On the "Dodging" matter- You just said you came back the next day.........why was this not brought up. IF you drove home and back and there was an issue you would have clearly noticed it and we could have addressed it. On the service request, - we offered assistance and you refused because they were not on your terms. YOu clearly drove the vehicle more than 1000 miles, embelished how long after you had an issue and even inflated the price you were told about the alignment. THis all could have been resolved if you just came to us and told us from the begining. but unfortunatley when a vehicle is driven for that long and with that many miles, it is more than plausible that a road hazard occured. Instead you made allegations that the vehivcle was sold to you like that and that you noticed it 3 weeks and 1000 miles later. I hope this is the last we hear about this.

Thanks for your response. I'll respond piece by piece, as well. On the cleaning - I don't live locally and asked for a credit to get it cleaned near where I live and was denied. I feel like it's a pretty simple expectation that a car you purchase is delivered clean and was unable to get back to Hackensack; asking for a detail credit felt pretty reasonable to me. On the sale of the trade-in, I'm basing my information off of what I was told by one of your sales associates when I came in the following day to pick up my roof bars. On the "Dodging" matter, I called your managers (2 different individuals) for almost 3 weeks before I was able to get in touch with someone. That's all I was referring to. On the service request, you are correct; I ended up in the shop 3 weeks after I drove it off your lot instead of 1 week. That was an exaggeration based on memory; apologies, however, 3 weeks for a service feels..... short. I'm aware it's not covered by warranty but given all the other issues I experienced, and based on the recommendation of the other dealership I brought it to, I expected that you'd stand behind your vehicle's quality to which I was wrong.

We seem to be talking past each other and you're not understanding the fact pattern I tried to lay out. And yes, this is the last you'll hear of this because I've taken this as far as I can. Either way, I appreciate you responding publicly to illustrate the quality of customer service I've experienced. I'll be utilizing other local dealerships for my service going forward.