Classic Toyota Hampton

Had a great experience at Classic Toyota with buying my new RAV4. My sales person, Luke, was very helpful and friendly. He was very patient considering this was my first car buying experience. Bob John’s, the sales manager, went above and beyond to help as well. He made sure I was well taken care of on all fronts. Wendell in finance patiently explained everything I needed in order to drive my car home the same day. All in all everyone treated me like family and I am beyond grateful I came to Classic Toyota for my first car buying experience.

Took our Toyota vehicle in for a repair at Classic Toyota of Hampton Virginia. We had bought the vehicle at a different Toyota dealership along with a warranty about a year ago. Classic Toyota refused to honor the warranty. WHAT A NEGATIVE EXPERANCE WHAT A RIP OFF DEALER

This was THE WORST service experience that I've ever had. If I could give this dealership zero stars I DEFINETLY would! This occurred when I took my husband's 2008 Lexus in for an oil change, and an annual inspection on Aug 22, 2024, upon completion, I was told my car was ready, I walk out the door and I can clearly see some white powder all over the center of the hood, as I get closer, I see a bunch of swirls and scratches in a circular pattern in the middle of the hood. And I say "Oh my God, what is that" and I go back inside and get Brittinie Greenberg, my service advisor, to have her look at the hood and she immediately takes the car back into the service department to see if John Burkett and Jordan Smith, other service advisors, can clean it up and buff out the scratches because I was upset and didn't know what it was, where it came from, nor did I bring my car in that way! The two buff the hood the best they can but I can still see some light scratches, Jordan tells me the "paint guy" comes in on Monday's and he can buff it out better for me and I will never know the scratches were ever there. Jordan, goes and talks to Kenny Lee, the service manager, about me bringing my car back to the "paint guy" on Monday and I overhear Kenny speaking loudly telling Jordan that they aren't going to do anything else for me, they've done all they're going to do because I brought my car in that way, and they were nice enough to take care of it for me and nobody was going to do anything else for me and that was that and that EVERYONE in the back service department agreed that my car came in that way! When Jordan returned, I told him I overheard everything and I asked him if he would ask Kenny if I could speak with him and Kenny agreed and he pretty much told me the same things. At that point I became angry, and exchanged a few unkind words with him and then he tells me I brought the car in that way or a cat must have gotten into my garage or something. I told him I didn't appreciate them not taking responsibility for this and of course they would blame this on the customer and conveniently their cameras could only see the top of my car but not my hood as I drove in. I found that odd. I also found it odd that everyone in the service area would stop and look at the 2008 Lexus and know how it looked when it came in. I also told him about what happened last year with my battery tender and how they broke that and hid it from me and told him his service department has a habit of damaging things and not saying anything or blaming it on the customer. I also told him just because I didn't drive my new car here today doesn't give them the right to treat my older car any way they choose. I contacted the Chris Colbert, the General Manager, when I got home that afternoon and left a voicemail and I have contacted several more times after that and he has never returned ANY of my calls. I even left a couple of messages for him with the dealership operator, and still no return phone call. I physically went to see him on Sep 4, 2024 at the dealership since he had not returned any of my calls. He took notes, apologized, and said he would have his "paint guy" contact me on Monday, which would have been Sep 9, 2024. It is now Oct 28, 2024 and I STILL have not heard from these people! By the way I called Chris AGAIN and left him another voicemail on Oct 22, 2024. He still has not returned my call. These people are clearly avoiding me! I didn't even get into the dirty black, greasy finger prints all over the inside of my vehicle on the driver's side and how they removed the old inspection sticker and left the old glue on the window and stuck the new one above the glue, but yet, they say I brought my car in scratched up with some white powdery substance on it... Being a retired military member, I will make sure I protect other active duty and retired members from this sort of foolishness and warn them about this dealership! You've lost a great customer!

This place is not what it used to be as far as customer service. They give you nothing when you ask to find the problem. And the service depts don’t answer your calls. Take your cars somewhere else!

Even if you have an appt for service, expect to wait for three hours. Absolutely ridiculous!

Had a fairly quick experience buying my brand new 4Runner. Lamar worked with what I asked for and was very friendly.

We visited the dealership for the first time in December to look for a 4Runner for our son. He were very impressed with the fact that they were not pushy at all and answered all of our questions. We returned in February to purchase a 4Runner. Anna took excellent care of us and reserved a new 4Runner. She was also able to add on the customizations that our son wanted. She kept us updated throughout the entire process while we waited for the 4Runner to arrive. What impressed us the most about the dealership is that we were in and out within about an hour on the day of delivery.

I have been having the worst experiences Ive ever had with cars with Toyota USA . I went to get my car serviced some time ago and explained my issue to them because this was about my 5th time telling them about my car having issues and the guy was talking to me like I didn't know basic car knowledge and getting an attitude when i was trying to explain my problems. I went to the back when he said there's nothing he can do for me after trying to sell me things I didnt need. I go to the back and hear him talking so much trash about me until I got his attention and then we had some words. Not just that but then the manager calls me about a week later to resolve the issue and we were supposed to meet and something came up on my end and I've been trying to reach him ever since for a couple months now. I've left about 4 or 5 voicemails and haven't gotten a call back and my car is still messed up since I've bought this car. Never getting another Toyota Vehicle.

Recently my daughter who is stationed at Langley AFB in Virginia had her check engine lights come on in her 2002 sequoia. She called me to ask what to do since she is not familiar with anything car repair related and since she is literally 2500 miles away, I told her to take it to Classic Toyota of Hampton since that is the closest Toyota dealer for her. This seemed like the obvious choice for trusted repairs and advice. When initially inquiring I was told that if the repairs were completed at the dealership the $150 diagnostic fee would be credited towards the repair costs. They did not have the parts in stock to complete the repairs on the day she made her appointment, so she made an appointment to come back and have the repairs completed. The repairs now completed the $150 was not credited back towards the repair costs. I assumed this was a simple oversight so I called the service department on the 20th of Dec to see if someone could help and was forwarded to a voicemail and left a message explaining my concern and asking for a return call. Today is Jan 9th and i had still not received a call back so I called the dealer and was able to speak with Zach who told me they would not credit me the $150 to my card and that there was not any way possible to do because the ticket was closed. I really find it hard to believe that an organization as large as Toyota could not find any possible way to credit back $150 to a customer so i asked to speak with the Service Manager and was told he was busy and would call me back. Since I had not received a call back from the previous message i asked to please stay on hold and wait for him. Almost an hour later, Ashley picked up and asked how can I help you? She does not work in the service department, so I was confused how I got to her but gave her the short version of my story and what I was trying to get accomplished. She was very friendly, patient, and helpful and said she would go check with service to see what she could do. Well the service manager was not too busy to talk to her and she told me that there was what seemed to be some misunderstanding or miscommunication and that they would try and make it right with a future service appointment. Not knowing exactly what that meant and still being quite annoyed after being on hold for close to an hour i told her I would just follow up with corporate and ask for assistance. My main concern is the complete lack of customer service from the service department and my now distrust of how they conduct business. My daughter is an active-duty member of the Air Force and is thousands of miles away from home for the first time and i had hoped that she would be taken care of by a trusted Toyota dealer. That does not seem to be the case here unfortunately. I get the runaround when i call, no return call, and put on hold for a ridiculous amount of time which makes me very unlikely to ever return to this dealer because i now lack trust. I feel like i should be able to send my daughter to a Toyota dealer and trust they are going to treat her fair and not try and take advantage of her inexperience or lack of knowledge of what to do at a service department. Apparently, that is not the case at this dealer. It is a shame they would disregard a current service customer and a potential new car buying customer over a mere $150. Oh i forgot to mention before I spoke with Ashley. I did ask for help and wished to speak to the Service Manager or General Manager. Neither of them picked up the phone after what i mentioned was almost an hour it was Ashley and I have to tell you that if there were any reason to return to that dealer it would be entirely because of her outstanding customer service and willingness to try and help even though she has nothing to do with the service department. She was the example of how I should have been treated in the first place and if they would have done so in the service department, you would not be receiving this. I do hope someone

They have a $1k Processing Fee! That is highway robbery to say the least. When did car dealerships stop caring about customers. Are they not looking at the news to see many families are struggling?