Newark Toyota World

Dave Ferguson was the service manager who helped me on Saturday. This is the second time he has assisted on my behalf when I have taken one of my vehicles... in for maintenance care. He kept me informed on the progress of the work being done. Dave also took the time to explain everything at the end of my visit.

Dave Ferguson was my service representative for the 10,000 mile service. He was very polite and professional and easy to talk to. He explained everything... that would be done for the service and gave excellent advice for future services for our car. Thank you Dave.

This is the sixth Toyota Camry we have purchased and the second time we have bought two cars at the same time. We were pleased with the price and had a... great time with our sales person (Tom Dodd) and his manager (Jeff Ickes). The overall experience was great. The other sales people were also very friendly and no one was pushy. I highly recommend Toyota Town in Newark. Great bunch of people. This was the best experience of all we have had there and, again, we have been there four other times and bought six cars over the period of 27 years.

Bill Chaffee is our service representative and always obliging and courteous. Keeps up well informed on the service for both our 2001 Avalon & 2007 Highlander.... Neither one of our cars have never left us stranded. A true test to the service we receive and to the quality of both cars. Well done Mr. Bill.

Ken was professional and fun to work with and felt he had my best interests in mind. The process did take a little longer than I anticipated but overall... a great experience. Now, if my tag transfer comes through with no issues then this experience goes from great to excellent.

I have been taking my vehicles here for service for the last 5 years and have never received anything less than first class service. I will continue to... use Newark Toyota World for years to come.

My first visit to the service center met all of my expectations. The waiting area was clean and comfortable. My Service representative Bill Chaffee was... pleasant and professional. He gave me lots of tips to maintain my car. Thanks to the entire staff.

I have had incredible experiences with the sale and service of my 19' Tacoma; except for today, 8/13/19. Yesterday morning I was greeted as I exited my... truck at the Toyota service center. I was told my service person would be with me shorty. Brian greeted me and we exchanged my truck's vital information. As we discussed the 10,000 oil change, tire rotations, etc... I mentioned I would like them to look at the clutch and conceivably adjust it. Just as I finished said sentence, Brian barked back, THERE ARE NO CLUTCH ADJUSTMENTS! His unprofessional and Nearly Bullying retort was joke like. I thought he was kidding. That's how ridiculously bizarre his retort seemed. I looked at him and simply asked 'excuse me'? He eventually back peddled and conceded, 'well, I have been doing this a long time, so I know about these things. 'At this point, totally turned off, I repeated, 'please check the clutch. I left the the service area and told the receptionist I was ready for my prearranged ride to take me home. She knew nothing about it. I had to return to Brian to have him schedule me ride home. He knew nothing about this. So two major strikes against a hostile, unorganized person. When I arrived back at the dealership to pick up my truck, Bill Chafee helped me sign paperwork and continue on. Bill is the utmost professional. He explained everything clearly and professionally. I told Bill if I had ever barked at any of my clients in my work environment, (the way Brian barked at me), I would be out of business very quickly. I completely recommend Bill Chafee for all Toyota services. Joseph d.

Received an amazing offer letter in the mail as a loyal Toyota customer so we called and spoke with Rose who was upbeat and positive and confirming of... Toyota's commitment to us as longtime Toyota customers. We scheduled an appointment for 2 days later with the intention to upgrade from a 2014 and re-establish our warranties. When we arrived, we met Ken in the parking lot who was nice as pie and was a longtime salesperson for ToyotaWorld. He saw us looking at the newly released RAV4 XSE Hybrid and immediately allowed us to drive it. He was very knowledgeable about the car and the differences between XSE, Limited and VLE models. Unfortunately, it broke down pretty badly from here. Turns out that they did not actually have the XSE car my husband had discussed over the phone. We thought it best to begin the appointment by thinking through a few of the financials at a highlevel to ensure we could look at cars that were in our budget (approx. $30K). Therefore, we asked Ken if we can begin the budget conversation early and he said 'Not Yet' for 90 minutes! We went to the General Manager Jeff Ickes and he made it known that the letter we received was just a marketing ploy and not meant to confirm Toyota's commitment to loyal customers. He said the XSE we were looking at was in high demand and really did not care whether we bought it or not because 'that car will sell tonight to someone else in a couple of hours'. He also said the XSE parts made in China are being held up by the Trump tariffs but perhaps in October the new US factory will be able to get XSE cars to dealerships in a timely fashion. He never asked if we wanted to upgrade our 2014 to something else on the lot nor did he care. He advised we simply buy the purple 1 XSE he had or go home. He said all of this with a smile and a laugh but nevertheless offensive to us after being baited and held for 90 minutes while Ken was running around pretending to find new inventory. Finally, minutes after this conversation with Jeff, Ken had located a color that was suitable but wanted us to buy it without driving it from a sister dealership 40 minutes away for $37K with a trade in value of our car $3K lower than Kelly Blue Book. The payment would have come to ~$700 per month. Now this is nothing for us since we both drive high end cars to work, but we came in only wanting to upgrade our 2014 front wheel drive, to a 2018/2019 All wheel drive. We had in mind a payment of about $400. We politely said to them that the ToyotaWorld instore customer service could have worked a lot better if Ken had asked us at the beginning of the appointment what we would consider as payment and what features we were looking for. We would have told them (as we said to Rose) 1.) 2018 or higher, 2.) All wheel drive, 3.) $400 payment, 4.) trade in value of $14,000. We left feeling baited, insulted, cheated, and want no part of ToyotaWorld nor Toyota for a long while. Rule #1 in business, if you get a customer ready to buy, don't let them leave unhappy. Would have been great to have Ken, Jeff, and Jim exclaim, 'hey we want to keep you as a customer! The car you want is out of your price range and not in inventory but we can satisfy your requirements by upgrading you to a new 2018 AWD gas model for two years and then we will switch you into the XSE since by then the inventory will be in a better place.' Sending this to the owner of the franchise in the event he wants to do something about the linear myopic customer service model. Bottom line is that Toyota could have had sales tonight of $67,000 (ours and the XSE that will sell tonight) but instead they went out of their way to dampen a $30,000 sale. Is this a business?????

I went in with no appointment. Bill got my truck in right away. He greeted me quickly and with a smile. His Tech Diagnosed the problem quickly and had... me in and out in under and hour. Bill also let me know about a recall on my truck. Scheduled it for Tomorrow. He offered to do it the day I came in but I didn't have time. I will definitely be back and will always work with Bill