Westboro Toyota

I purchased my 7th vehicle from Westboro in December 2018. Typical dealings, and I worked with the same familiar faces. I was turning in my lease vehicle... and purchasing a new lease. I explained several times that I was over my mileage for my current lease. The dealership assured me that they were buying out the vehicle and selling it on their lot. And also assured me they would take care of the overage of miles. Two weeks later I received a bill in the mail for the overage of miles. I tried desperately to work this situation out with the General Sales Manager (John Dowden). I even drove to the dealership for an in person meeting - and he never even came down to meet with me. After years of business, you would think that a handshake and the Sales Managers words of assurance would be enough. I have escalated this issue up through Toyota Corporate and Toyota's Customer Experience Center. No one should ever have to deal with this type of unprofessional behavior. Be very careful when purchasing a vehicle at Westboro. Make sure everything is in writing and don't assume anything. I have known these people for a decade. Loyalty, honesty and integrity clearly means nothing to this long time ownership. I am extremely disappointed in my experience at Westboro Toyota and will never give them my business ever again.

Terrible dealership to work with. They did not communicate status or next steps at all. They never called me except to ask for the down payment before... the car was ready and to ask me when I was picking up the car a half hour before they had promised it, which was actually the day after they had originally promised it. It still was not ready.

Customer service is an absolute afterthought in this dealership. We brought our car here for an oil change and on the way home our headlight blew - no... big deal; things like this happen. Bad timing. A few months later, we take our car in for a recall. They preformed the service and gave me the car back dirty. I asked about the lack of car wash and they responded that due to their "environmentally friendly policies", they don't do that. (A car wash after service is standard practice at every dealership except here.) We start the car and the headlight is broken. I'm not accusing them of intentionally damaging the light both times but this is a little crazy. I talk with the service rep, Axl (great name for a car guy btw) to explain the situation and and the fact that if he takes care of the light, he could win my business by going above and beyond to make a customer happy. He argues with me for 20 minutes and, in the end, refused to eat the 30 dollars that a light bulb costs to secure a happy customer. Is wasn't their responsibility to replace the lightbulb but, in the service industry, the customer's satisfaction with their experience is number one - not whether their car's main issue was fixed or not. Little things like fixing a cheap broken lightbulb and washing a car are indicative of a customer-focused business. Skimping on 30 dollars and shutting down a car wash under the guise of "environmental impact" (when they really just don't want to pay for it) highlights the fact that they just value the bottom line - their customer's money. Not the customer. If you don't care if your car is clean at the end and you don't mind being nickel and dimed - this is a great place for service.

I brought in my 2017 Toyota Rav4 for its 25k maintenance and state inspection. It is important to add that I did not wash my car before the inspection... because a snow storm was said to happen the day after, so my car remained covered in a layer of white salt. service manager came out and did a walk around to check in my car. Both him and I saw no external damage. At the same time the valet had taken my car through the service building to the lot where only employees are allowed). I left my car there . About three hours later I received a call from the same guy telling me to pick up my car, saying my car hadn’t passed inspection because the rear bumper reflector was cracked. I went to pick up my car . Shortly after the valet guy brought my car to the front. I began my walk around and noticed my rear bumper reflector as well as my bumper was smashed. I walked back into the office saying that someone had hit my car. guy calmly said let’s take a look. I showed him and said that it wasn’t there before and he said no it was and that’s why you didn’t pass inspection. I began to show him the signs of how fresh the smash was, a piece of freshly smashed plastic was loosely hanging off my reflector (which would easily fall off if I began to drive), and the inside of my reflector was perfectly clean with no dust or salt (which it wouldn’t be if i had been driving my car at all). He became very defensive and ignored all my points saying that my windshield had a sun tint stripe which wasn’t allowed either (last year at this location I had passed inspection with the same tinted strip). So I demanded to see the service manager. When he arrived I re-explained everything to him, he then asked the guy helping me (service advisor) if he had taken this damage down at the walk around check in and marked it on paper. The service advisor began to babble on saying how he noticed it at the walk around but never definitively said he marked it on paper. Then the service manager turned to me saying that this is why my car hadn’t passed inspection and that the damage was already there and ignored all my proof. I then asked to see the general manager of the place and sat in my car waiting, after about thirty minutes they all showed up. I repeated all of my proof to the general manager, and he also asked the service advisor if he had marked the damage on the check in paper. The service advisor had taken out the check in paper which was now marked with a check saying I had back damage. I told the general manager that that mark was not there thirty minutes ago, I also reasoned that wouldn't they have pointed out pre-existing damage to me at the time of check in, just to cover themselves from being wrongly accused. Also I was never asked to sign the check in paper so there was no proof that that was my original check in paper. Then I recommended we look at the security footage of the store to see if the damage can be seen on camera. To which the general manager said neither he nor anyone in the store has access to the footage. The general manager then switched his attitude and told me that he was a busy man and did not have time to argue, and then he said that if someone had hit my car on the property they were not responsible and how would not pay nor fix it. Then he said “if you went to subway for a sandwich and came back out and your car was damaged, would you demand subway pay for it?” He was obviously belittling me for my slightly poor English, as it is not my first language. I then mentioned how those are two completely different situations because I had given them my car and my keys and left my property under their supervision. He then said it’s the exact same thing and called the valet guy over, and gave him the orders to get my car off the property and leave it there and walk away. Then they all walked away, I understood there was no point in arguing took pictures of the clean damage and drove away.

Came in this past weekend to trade in a vehicle and I walked away with the purchase of a 2018 totoyta corolla that I am absolutely in love with! Couldn’t... ask for a better salesman, Sebastian was amazing and went above and beyond with everything that I needed along the way. I will definitely shop here again and I will be recommending all of my friends and family. Thanks again Sebastian!

I had a great experience at Westboro Toyota! Leo did a great job getting me the car I wanted! He made the car buying process so easy. Thanks for all of... your help!

George was my service advisor and he was fantastic. Professional and helpful. I am very satisfied with the service I received, a really good experience... under the circumstances.

My wife and I recently worked with BB on buying a used car. The process was great and BB was awesome. Everyone we worked with was helpful and friendly,... especially BB. We would highly recommend this dealership to any of our friends.

Just bought a used Tundra 4500 miles, BB the sales person was very easy to deal with and very available. Process was quick and easy.

Scheduled a test drive and was met by Leo who gave me a 5 star experience! Had no intention on making the purchase , but the dealer / and Leo worked to... fashion a deal I was more than comfortable with. Never felt pressured, and love the SUV!