Route 22 Toyota

My experience with Route 22 Toyota was exhausting and heartbreaking. I spent four days working on a lease for a 2026 Toyota C-HR that my wife and I genuinely fell in love with. The original payment was in the low $590s. I asked whether the dealership could do better. After negotiations, I was told the payment could be brought to $560 per month for 36 months, 7,500 miles per year, with only the first payment due. A few hours later, there was another issue: my wife’s credit tier was not high enough for the original approval, and the payment went back into the low $590s. I asked whether anything could be done. Route 22 had a manager work directly with the bank and then confirmed Tier 1 approval at $560 per month. This happened Wednesday, and we scheduled delivery for Thursday. Scott was off Thursday, so Jeff stepped in to finish the delivery. My wife canceled appointments so we could get to the dealership on time. As we were walking out the door, Jeff called with another issue: management had used the DMV/registration amount for a gas vehicle instead of the higher New Jersey EV registration amount. The dealership said the error was approximately $1,000, and the payment went right back into the low $590s. I understand NJ EV registration fees are real. What I do not understand is how a dealership can move a payment from the low $590s to $560, return it to the low $590s because of credit, get the credit corrected and reconfirm $560, then move it back to the same low $590s because of another internal calculation error. The result was simple: $590 or nothing. It left me feeling like the $560 payment was never truly secure, even after it was confirmed, and that I was led to believe I had a deal only to have it disappear when it was time to take delivery. Scott was respectful during the process. Jeff did call to deliver the latest bad news, but the way he handled the situation was unprofessional. While I was on hold trying to speak with a manager about the deal falling apart, I overheard him tell the manager that “this customer is bugging.” In that context, “bugging” means bothering or annoying someone. I found it dismissive and disrespectful when I was simply asking to speak with management about a payment Route 22 had repeatedly confirmed. Before posting a public review, I asked Ahmed for the General Manager’s direct contact information so I could resolve this privately. I was not given an email address or direct phone number. Mistakes happen. What separates a reputable dealership from a bad experience is how it responds. Route 22 acknowledged its error but would not honor its own quote, would not make a meaningful compromise, and would not give me a direct way to escalate the issue. Buyers should demand a complete written lease worksheet before getting emotionally invested, rearranging family schedules, or heading to the dealership. But even with a full worksheet and a quoted payment, understand that the dealership can still try to change the number before delivery. Do not fall in love with the vehicle until every number is final and you are actually signing the contract. Make sure the worksheet includes the selling price, trade/payoff, rebates, money factor, residual, dealer fees, taxes, acquisition fee, and NJ EV registration.

I’ve bought three Toyotas from three different dealerships(Crestmont in Pompton Plains and Paul Miller in West Caldwell), and this was by far the wierdest experience of the three. Compared to the other two dealerships, so many things could have gone better. If you don’t feel like reading this, tl;dr avoid this dealership if you can. The lack of attention to detail forces the consumer to be extra attentive, and if something is missed, it might end up costing you. Let’s start at the beginning. When I walked into the dealership to buy a car, I couldn’t tell you who the person who sold my car to me was. I didn’t get a card, and when asked later when I went to pick up the car that I wanted, they asked me how the salesperson was. I had no idea there was nothing to identify them to me. Additionally, the Carfax on the car indicated that there were 45,000 miles on the car that I wanted. I asked them via email to confirm that they did. So I was a bit surprised when there were 47,000 miles on the car when I went to test drive it, and no one knew. Chalking that up to a clerical error, I agreed to consider purchasing the car the same day of the test drive. That’s when the salesperson told me that the price was $1000 higher than the advertised price because, according to the fine print, “I didn’t buy a car within the last six months from that dealership.” I was going to consider other cars at other places until he lowered the price. It’s just something to watch out for. When the paperwork was being filled out by the finance people, the original odometer printout said 45,000 miles and change. If I hadn’t caught that and had them re-print the paperwork, it would have looked like somebody took over a 1000-mile trip on the car after I signed the paperwork as I took delivery of the car on March 7. Again something to look out for. I wish I could say that it was just my experience, but since they didn’t call to ask what time I was thinking to pick up the car like it had been done at other dealerships. It wasn’t ready and needed to be detailed, so I waited for two hours. During that time, a woman called, and the desk answered it on speaker. Because I could hear the conversation, I heard that the caller was upset that she got a bill for a car that two weeks ago she had agreed to trade into the dealership with the dealership paying off the loan. She was very upset that she got a bill and didn’t know what to do. While the call shouldnt have been ansewred on speaker it does seem to indicate that my experience may not be unique with the dealership. If you buy a car here make sure that everything is explained to you. When I finally got the car released to me, I noticed that there were a couple of scratches on it that I didn’t notice during the test drive because they were on the passanger side and on the hood. When I asked about the scratches, the salesperson said, “Well, you had looked at them, and I had said no, I didn’t because of where the car was parked.” He said that they were old. The car is a certified preowned vehicle. It’s surprising that a dealership would let old scratches, especially minor ones, remain on a vehicle because it’s an easy fix, and that’s never happened at the other two dealerships. Route 22 Toyota said they would fix it, but I’m not hopeful about that. And happy to post an update if they do. But at every turn, it seemed like I was being misled. At the other two dealerships, they gave me the car with a full tank of gas, which I didn’t get here, but maybe the policy changed. Like I said, I bought the car because it’s a CPO with the features that I wanted, but given how many details were missed, I wouldn’t be surprised if everything went wrong as soon as the CPO warranty ran out. So while I would buy another Toyota, I would definitely not buy it here. I suggest you look elsewhere if you can.

Today I visited your Hillside, NJ location to pick up a battery that I had previously selected and confirmed through your official website. To my surprise, I was told upon arrival that the part number listed on your own website “does not exist” and that the battery I ordered “was not the correct one,” despite the fact that it was recommended by your system for my vehicle. Additionally, I was abruptly offered a different battery “that you had in stock,” with a completely different warranty, which creates confusion and gives the impression of an attempt to substitute the product without proper transparency. On top of that, the service provided by Ms. JPIEPER at the cashier was entirely inappropriate. Her attitude made it seem as if I was asking for a favor instead of being a customer simply expecting to receive what your website advertised. For an official dealer, this type of treatment—combined with the lack of coordination between your online information and your physical location—is unacceptable. I respectfully request that you review the accuracy of your website information, ensure consistency with the products you offer in-store, and address the level of customer service provided. Situations like this damage customer trust and reflect poorly on your dealership. I look forward to a prompt response and resolution.

Alan Edward's is a joy to deal with. He is my go to guy. I have brought several cars from him since 2016

The worst dealerships, very bad experience. A new 2025 4Runner came with many scratches, and when they washed it, it came back with more scratches and a small dent. Apparently, they didn't care at all.

worst leadership don't use. I purchase a battery online with my vin as per the website it was a perfect match I called to check on order status i was told to call back. The person in charge of the online orders wasn't available. Gave them a couple of day before calling back for them to tell me they didn't process my order because it was wrong why nobody reached out when they found out it was wrong or canceled the order immediately Very Unprofessional in the man on the phone took 15 minutes to tell me that it was wrong order

I had a fantastic experience at Route 22 Toyota From the moment I walked in, the staff was friendly, knowledgeable, and genuinely interested in helping me find the right option for my needs. The showroom was clean and well-organized, and the entire process — from browsing to purchase — was smooth and stress-free. What stood out most was their transparency and no-pressure approach. They took the time to answer all my questions, offered fair pricing, and made sure I was completely comfortable with my decision.

Professionalism, attentive to needs and questions, great customer service with sales person and financial services

They were very direct when discussing the out-the-door price and did not waste my time. They were patient with me and thoroughly answered any questions I had.

Excellent communication throughout the process from start to finish. Everything was explained and the entire staff was helpful and friendly Would definitely recommend to anyone in the market for a car