Priority Toyota Chesapeake — Attraction in Chesapeake

I am SO DISAPPOINTED with your service. I called on Monday to inquire about a new key and fob as I recently lost my keys. I was informed that you had them in your Parts Department. I asked to pick them up but I was told that I needed a Service appointment to program the fob. I made the earliest appointment (Thursday, 2/6) at the earliest time (0830). I was running 4 minutes late so I called (757) 734-5794 to let you know I was running late but it was raining. I was told there was a 15-20 minute ‘late’ window. I pulled up to 2 lanes packed full of cars. I picked the right lane and waited. At 0845, I called the number again to ask what I should do and was told that no one in service answered and to ‘continue to wait in line.’ I waited until 0855 and called again. I was told to go to the Service Representative door and check in as AGAIN no one answered in the Service Department. I watched 3 vehicles who pulled in AFTER me get service in the left lane but no one has even looked at the right lane. I left my vehicle in the pouring rain and spoke with the gentleman servicing the left lane vehicles and after rolling his eyes at me, he informed me to ‘wait your turn.’ I was infuriated at this point and wanted to turn around but there was a car blocking me. I FINALLY had this gentlemen come to my vehicle around 0900 and again informed him of my 0830 appointment. He told me to go inside and wait to talk to a representative. I walked into at least 7 agents (but no one could answer the phone). Tara ‘helped’ me but did not show any compassion or care. I told her about my appointment time and she made me feel like it was my fault that I did not know that appointment times did not matter. I was #17 or something on her list. I asked for a battery for my cracked fob, a new key, AND a new fob. I signed the paperwork that read ‘new key and program.’ I assumed the program meant a new fob. She asked me if I wanted to wait or leave it and I told her I assumed it would not take long since all the parts were on premise and I assumed everything was set up for my appointment. I asked her how long it would take and she informed me that it would be ‘2, but no longer than 3 hours.’ I was shocked. But I decided to stay. My Mistake. I waited for 2.5 hours. My car had not even made it to ‘Being Inspected’ status. I went to the desk and Tara was no where to be found. I asked another Assistant Sales Manager and she told me that Tara would be back promptly. I waited another 10 minutes. I asked her to please let me leave and be done. She told me that my car was actually in service. It must be magic. I informed her that I needed to leave as I was not feeling well and she checked on my car and said it would be completed by the 3 hour mark. 3 HOURS FOR A NEW KEY AND FOB WHEN EVERYTHING WAS IN STOCK AND I MADE THE APPOINTMENT 3 DAYS AGO (so I thought!). I received the text ‘Your Review is NEEDED’ at 1153 so I went to Tara’s desk. She acted like I was crazy and told me there nothing to review. I waited again and around 1211 I was told everything was ready. I paid and went to my car to find my new key. BUT NO NEW FOB. I went back to Tara and she had the mechanic come to talk to me. He spoke to me like I was a 5 year old child as he explained my new key had to be programmed so I did not have a new fob. I was shocked. I started to cry and asked why I had been waiting for over 3.5 hours (I arrived at 0834 and it was now 1214) for a new key and fob, but didn’t get the fob. Tara then stated ‘well, you signed the paperwork.’ When I said that I assumed that she put a request in for what I asked of her which was my request for a new battery for my old fob, a new key, and a new FOB. She told me I could make a new appointment. Which is when I started to really cry. I asked her ‘so this is my fault?’ I left in tears. I cannot believe this is how you do business. I truly hope that some education and new respect for the customer will be implemented. I still don’t have a new fob after wasting 4.5 hours of my life driving to and from and spending time at...

I have been a customer with Priority Toyota for 25 years. I have purchased around 7 vehicles from them. I am writing this review because over the years their service has slowly declined to the point where it is completely horrible. When I purchased my first car from them many years ago I would spend on average about 30 to 45 minutes to get my vehicle serviced.The dealership has grown quite a bit since then, they have a much larger building, but their service can't keep up with their sales& their customers suffer while they make their profits. I now wait on average much closer to 5 hours for my vehicle to get serviced& some of that is just routine service. Today, I brought my vehicle in for a state inspection& oil change. I was advised it should probably have a tire rotation to which I agreed. She also said it might take till 5pm to get inspected. I brought my vehicle in at 7am. That is completely unacceptable. I waited for over 9 hours for the service department to finish the oil change, state insp, & tire rotation. After I drove off the lot, I noticed the new inspection sticker had not been placed on my car. I had to drive back and inquire about that, which took even more time. This is the 2nd time they have done that. Its no mistake, it's a pattern, totally incompetent. If this was the only issue I have had with Priority I wouldn't have written this review but I have had many other issues with them. In 2016 I purchased a brand new Tacoma from Priority. I bought a truck bed cover from them as well that I paid them to install. I had an appointment set up for the installation. I arrived on time& sat in the lounge for almost 2 hours before they called me back to inform me that the truck bed cover was broken prior to them trying to install it. It took them a full 2 hours just to notice the bed cover that they had ordered was broken. They had to order another one& I had to come back on a different day to get that new one installed. Two hours wasted, with an appointment for the installation job. I once brought that same new Tacoma in for a state inspection& oil change. I also had set up an appointment for both of those things. The individual I spoke to on the phone had told me that they could do them both. When the service was done, I drove my truck off the lot only to notice that it had not been inspected. I brought the truck back& spoke to the service advisor who was extremely unhelpful& rude. She told me that they were booked up for the day regarding the inspections. I was never advised of that on the phone when I scheduled the appt. I asked her for the name of someone who I could voice my displeasure with& she told me that she could not provide me with that information. She said that I had to go to the sales department for that. Just an attempt to give me the run around. A practice that is prevalent with the staff at Priority Toyota. I most recently purchased a brand new 2020 Toyota Avalon (which will be the last vehicle I ever purchase from this dishonest company EVER again!) in January. Four months later the battery died. I spoke to one of the service managers& he advised me that I could bring it in& that they would provide me with a loaner car& that my Avalon would be put on the top of their list. had brought it in in the early morning& I did not receive a call from the that it was fixed until around 3:30 pm& it was just a bad battery. It took them almost 7 hours to replace a bad battery&my vehicle was supposedly put at the top of their list. That service manager did nothing but lie. When I went to pick up my Avalon the service advisor told me not to worry that there would be no charge. He spoke to me like they were doing me a favor. The vehicle was still under full warranty. It was just 4 months old. No joke there would be no charge! This is by no means a complete list of the issues I have had with Priority Toyota. If you are thinking about purchasing a vehicle from them, you might want to look somewhere else. Priority has become too big to provide quality customer&...

LEMON ALERT. Long Story to follow, but the jist is that Priority Toyota sold us a lemon. Long backstory, but relevant to our timeline and motivation. We live in Richmond, VA. Our vehicle was stolen and totalled. Unfortunately, my husband had been laid off several months prior, so we were not in a place to get into a car payment. We needed a reliable family car that we could buy outright. Time ran out on our rental vehicle and we were paying out of pocket for it. On Easter Sunday, I ran across a vehicle on Driveway.com that was located at Priority Toyota Chesapeake. The price was low. The mileage was low. We checked the CarFax- there was 1 prior accident where the car had been rear-ended (years ago). We asked the Driveway Salesperson what was wrong with the vehicle to warrant the price, and she said that Nothing was wrong with it. It was just a sale the dealership was having. But, assured us they would do a 120 point inspection to give us piece of mind. In fact, we put down a deposit and tried to pick up the vehicle the next day-- but they wouldn't let us because they needed to inspect and make any repairs necessary. Unfortunately, that meant having to pay for a rental car for another week. But, we were in touch with the dealership and they let us know that a tail light was out, but everything else looked great on our Land Rover. We drove all the way to Chesapeake on a Saturday morning-- letting them know that we would be arriving at 10 AM. When we arrived at 10:15 am--- the car was not ready for us. It was "bring cleaned". When they brought it out, the bumper was broken, the paint was weathered in places, there was a piece of the trim missing near the front wheel well, the dashboard leather was spider-webbed (split), and there was a check engine light on in the car. My husband and I were almost brought to tears. We had already been looking for a car for a month. We had wasted a week waiting on this car that we put a down payment on. We had returned our rental and likely wouldn't be able to get the "insurance rental rate" that we had prior. They had doctored the photos to hide these problems, and we were promised on the phone that the vehicle was fine. They offered to let us apply our down payment to another vehicle, but nothing was really in the price range we could afford. The manager had it brought back to the mechanic, who claimed it was just some sensors that needed to be replaced. Couple Hundred dollars to fix. But, they understood if we didn't want the car. To be honest- we were in a desperate position. We needed the car. We did the math and figured that with most of the issues being cosmetic, we could fix them over time. And, if the camshaft sensors were only a few hundred dollars, it was worth it. As it was the weekend, we had a mobile mechanic come out. He ran the digital diagnostic and said that the car had been throwing all sorts of codes that the dealership had dismissed. But, yes, we could start with the Camshaft Sensors."Ok,"we thought, "they lied. But maybe they were able to get the other codes resolved. They did warn us about the sensors." Finally, after a couple of weeks, our appointment came at our local mechanic. (The mobile mechanic didn't seem like he had his act together, but mechanics in Richmond have waiting lists.) He popped the engine cover and found a nest inside. It doesn't seem that the 120 point inspection Priority did involved looking at the engine. I guess the crankshaft sensors also didn't warrant the Service Department at Priority looking at the engine. And, it turns out it wasn't the sensors-- it was (at least) the timing chain. To get a timing chain replaced, it was another week until an appointment opened up and they kept the car for a week to replace it. $3000-- and around $800 in rental car fees-- so much of my time wasted. (And--- the check engine light is back on.) I'm so disappointed in the service department at Priority. We thought we were dealing with a reputable dealer, but unfortunately we were...