Northway Toyota

If you're considering bringing your car here, go in with your eyes open. Every appointment I've made has included an unsolicited pitch to sell my car. That alone gets old fast. But the billing and communication issues are what finally pushed me to write this. Here's what happened most recently. I went in for a routine check up. As per usual, "critical" issues were found and I resigned myself that I needed to shell out a big chunk of unexpected expenses so the back brakes (which were not flagged as an issue when I paid even more for the front brakes a few months ago) needed work. I have had a lot of issues with timing at this location (as other reviewers have mentioned) so I was very clear I needed to be done at a certain time or I'd need to come back another day. We went over time and I went to go find my service agent but they weren't there. I texted and got no response, but they did eventually walk into the waiting area and yelled my name. I guess that's how things are done here. The car was finished a little after my "I really need to leave by this time" had passed, but if I was just paying the bill I agreed to then no worries. Instead, I received an automated invoice email from their own system showing around $1,400 for work I had agreed to and verified. When I clicked through, there was an additional Toyota Care renewal charge I never approved, never signed off on, and was never clearly presented with. This also came after I was handed papers that didn't match up to the numbers I was provided electronically. During the first conversation when checking in the car, the staff brought up my Toyota Cares and specifically referenced having service time remaining and mentioned handling tires at a future visit. That is not a renewal agreement from my POV and nothing was presented formally to sign, physically or virtually. I was never under any impression in that first discussion we were having a sales conversation. A vague sheet left on the side of a desk is not a contract, and being pointed to a screen I never reviewed after the fact is not the same as signing off on something. They charged the full amount anyway, while we were still in the middle of sorting out the discrepancy. When I pushed back, the conversation shifted toward suggesting I had caused the confusion and telling me that I was rude for getting frustrated with feeling misled. Their own emails didn't even reflect the charge consistently, as attached. I was already late for my meeting I just threw up my hands and just grabbed my credit card and got out of there. Between texts, paper invoices, automated emails, verbal conversations, and a scheduling system that is genuinely hard to follow, you will rarely have a clear picture of what you're paying, what's being done, or when it will be ready. That pattern is the point. It is not a fluke.

Horrible service. If you like heat in your car do not buy here. Purchased a used Honda Odyssey on 9/6/2024, sold on reliability and buying from a reputable dealership however, first day of cold weather no heat to be found. After phone calls, run around, and getting certified Honda techs involved finally received a voicemail from Northway Toyota confirming the repair. After months of follow up with extremely sporadic response from every department and level, Northway Toyota refuses to fix a car they sold with no heat. Voicemails, purchase information, and diagnostic reports from Certified Honda dealerships have been provided, yet repairs were outright refused. For your own sake, do not take the chance and shop elsewhere. Voicemail audio file available upon request.

I took my car for an oil change and rotation was done, but I noticed that the steering wheel was shaking on the way to work after the service. They broke my tire balance. And on my other day off I took it back, explained the situation and they charged me extra money. Not only that, but my rear left tire started making noise. They're returning a good car broken.

The tech that has worked ( tire rotation and oil change) on my vehicle has repeatedly used an impact gun to tighten wheels on my vehicle. It is supposed to be torqued to 76 ft/lbs. I had another shop try and remove and retorque wheels and it took well over 250 ft/lbs to remove them (torque wrench maxed out at 250, so don't know exactly how tight they were, but it was well over 250). Long story short, not only did they destroy my rotors, but the back brakes that they said needed replaced, had more than 70% life left in them. I definitely need all 4 brakes replaced now though, after Toyotas complete incompetence ( or was it deliberate). I'M GUESSING DELIBERATE!!!!!!!!!!!!!!!!!

Extremely bad experience overall. Internet sales team only will push to get into the dealership and not provide information by email. Once actually at the dealership then they still won't answer questions and only were looking to talk about monthly payments or possible financing. Not worth the time or effort to shop here and would avoid if you are looking for an easy or transparent experience.

Great place to take your Toyota. They were able to fully fix my car issues, despite some complications along the way. Justin (the Service Manager) was great to work with and I would highly recommend them to other Toyota owners.

Terrible service department that doesn’t answer phone calls, return phone calls, extremely rude and condescending. I’d never return or recommend the place to anyone. I was never treated so poorly by a business. They need lessons in customer service.

Normally I have excellent service from here, but I have had issues since I brought my car in on 9/9/23 for maintenance and an inspection. I have repeatedly asked for someone to get back to me. Now, a month later, I still haven't from them at all. I'm really angry, and I don't want to go elsewhere but at this point, for lack of a simple phone call or email, I might have to. Absolutely infuriating.

If you have a problem and need someone to call you back, don't count on it. They are rude and keep passing you off to others, saying it is not their fault. When asked whose fault it is, they hang up on you. Trying to get my car registered, and no updates. When I went to pick up my car, I didn't want it that day, and they needed it picked up on that day, so when I went in, he had another customer and didn't explain anything about my new car, just handed me the keys and set up the phone to the car and that was it. Good Luck if you need a callback.

I attempted to purchase a vehicle at Della Toyota in Plattsburgh, Heritage Toyota in Burlington. Neither had nor could get the Camry XLE that I was looking for. I went to Northway Toyota and found that vehicle and purchased it. I had a few questions several weeks after I bought it and called Christian, the salesman I had worked with. I left a message and he was very quick to return my call and advised that he would be available for any further questions I might have. I was very pleased with this dealership.