Paul Miller Toyota of West Caldwell

If I could give zero stars, I would. This is the last time I will ever set foot in this service department. Let me begin by saying that I was a loyal customer — not anymore. This location apparently moved over four months ago, and I was never notified. Not by email, not by snail mail, not even a courtesy call. Even worse? My email somehow just vanished from their system — how convenient. When I arrived, frustrated and confused, I asked to speak with a manager about this and a few previous issues. There was a clearly marked “Service Manager” sign between two offices. Both offices were occupied. Both men looked directly at me. They could see I was visibly upset, but neither had the professionalism or basic decency to step out and address the situation. Instead, they stayed seated. What makes this even more upsetting is that I go out of my way to be kind to those working in the service industry — I know the challenges firsthand. I spent nearly 20 years as a customer service manager, and I would never have treated a customer the way I was treated during this visit, or in my last couple of outreaches that fell on deaf ears. It goes against everything good service is supposed to stand for. When I was finally checking out, the employee told me he could not find them but “left a note.” I was lied to directly to my face, because I saw those very same men sitting there the entire time. One of them even walked back into his office while I stood at the counter. The dishonesty is beyond unacceptable. As for the service itself? A simple tire rotation and car wash took nearly three hours. The shop was practically empty — so what exactly was the delay? I have previously had more extensive service (including an oil change, tire rotation, and inspection) completed here in half the time. The complete disregard for my time was staggering. To top it all off, the employees working the intake desks lacked even a shred of customer service skill. There was no warmth, no eye contact, no urgency (this was hugely apparent), and certainly no accountability. And yes — I am a woman. I could not help but notice a little difference in how some male customers were treated. This place is a disaster. Save your time. Save your sanity. And most of all, do not risk your safety with people who clearly do not care about their customers. Go literally anywhere else.

Experience was fantastic. There is no other place to buy a car , Paul Miller on west caldwell

Kelsey was assigned to me and was very professional throughout my visit. She even allowed me to use her phone cord to charge my phone. Kelsey took her time explaining to me the work that was performed on my car. She also took her time to explain the reason one of my tires was losing air. The issue was related to a malfunctioning tire sensor. She was patient with explaining to me the issue, why I was losing air and what the cost would be to repair the problem. A big thank you to Kelsey for her excellent customer service. I plan on coming back to Paul Miller for the repair next month. Very pleased with the new service area. Everyone was very pleasant, as always.

First time customer. Quick reasonably priced service, awesome customer service and a great waiting area. I will definitely be back again. Thanks Sergio and The Paul Miller Toyota Service Team.

my service guy Sergio in parsippany was incredible. he is so kind and explains everything. i appreciate him so much!!! thank you, nancy levy

First time going to this dealership and I’m very pleased. Thank you Allan you are a great salesman

Led by Jason and Chris you are not going to get better guidance and or professionalism with your car whether it’s an oil change or a mechanical overhaul. Thanks Guys

Very professional and transparent with Kevin. Excellent service and great accommodation in the waiting room.

Marvin was our salesman He was very knowledgeable and helpful during our experience at the dealership Highly recommend him and this dealership

Have had two positive experiences buying cars. It’s nice to deal with honest and efficient professionals.