McGee Toyota of Epping — Attraction in Epping

If I could give less I would. I originally purchased my 2018 trd pro 4runner from them in sept of 2020 and it was a wonderful experience. The former Gm Greg was a gem he heard from a friend that I was looking for a very special color and he located one purchased it and brought it to his dealership and sold it to me and helped me surprise my wife! Fast forward to our most recent experience and it was significantly different....I had received a text asking if I would like to sell the 4runner as it was a big seller and if I would be willing to come in and do an appraisal so I agreed. I did the appraisal and of course had to haggle on price until it was reasonable. I chose to trade it in at a dealer in my dealer group to take advantage of the employee pricing that was being offered to me. On the day I was going to trade it in I got a call from the salesmen at McGee asking me to give them a chance to beat the pricing I was given. I obliged as it was on the way. I showed up with my wife and my 2 trad ins as we were looking for 2 new Tundras. We sat down with Mondo who seemed good. He pulled up to the front both new Tundras and I wanted to know if it would be a problem if I removed the aftermarket headlights and fog lights I had installed. Mondo said let me make sure that wont be a problem and went to speak with his sales manager and came right back and said no they are all yours. This is where it gets bad. We were trying to purchase the Tundras under our business and nobody knew how to do the paperwork. So after about 4 hours of waiting and a lot of paperwork being redone we left the dealership and we were told the finance manager would work on the deal more the next day. Next day comes and No call and finally at about 6pm we got a text message saying our credit was good enough to approve both loans and that we should just do one. We put it on hold and I called the sales manager at my toyota and he said he could get it done. We went to the other dealership paperwork went smooth and they were able to get close to what we were looking for but Mcgee had said they could do one of them for less. So my wife went back and closed the deal the next day and we had both of our tundras. As she was doing the final paperwork she asked if we could still pickup the new tundra over the weekend so that I would have time to swap out the aftermarket lights for the oem lights and then bring the 4runner into the dealership to pickup the tundra. Both the general sales manger (MO) and the General manager (Nigel Long) spoke with my wife and said they would be happy to have the technicians do it @ the dealership free of charge. Great! she thought so she agreed to bring in the oem components. That monday she dropped them off and everyone knew why she was there and helped here immediately. Few days went by and my wife called to get a status update and was told the 4runner had been take to auction with the aftermarket components still installed on the car. I immediately called and spoke with Steve one of the managers who made me feel like I was on trial saying things like well I dont remember approving this or was there a we owe etc. Everyone knew about this but nobody was taking ownership of the problem. After 3 days of going back and forth I was told to bad per the GM. So on Saturday my wife went in and spoke with Mo and he said he was so sorry hew was the one that approved this but the GM is still Refusing BUT if we paid $150.00 dollars they would get the car back and swap out the lights. She said in no way are we responsible for any of this I do not recommend this dealership not because of sales or service but because of lack of leadership and standing behind their representatives. I have sent multiple emails to the Gm with out any response or acknowledgment. I hate doing this but I will be seeking legal action. STAY AWAY there are far better...

Please see the update at the end:

I purchased a 2025 new vehicle from this dealership on Jan 17, 2025, and have encountered multiple unresolved issues despite my efforts to address them directly.

First, I was given an out-the-door (OTD) price, which I understood to be the total amount I would pay. However, after signing the paperwork and driving home, I reviewed the numbers and discovered an unexpected $45 charge. I request a refund of this $45, as I was not made aware of it before finalizing the purchase.

Additionally, I paid the full agreed-upon price but was not given the second key, which was supposed to be included. I asked the salesman, Connor, about it, and he assured me I would receive it. However, I was in a hurry to pick up my daughter since it was past 6:00 PM, so I drove home without it.

On Jan 23, I contacted Connor, and he told me I could pick it up in person or have it mailed. Since I live an hour away, I chose to have it mailed. Four days later, I received an express package, but it was empty. I immediately texted Connor, but he did not respond until five days later. When he finally replied on Feb 1, he claimed the shipping label showed the package weighed 1 lb and insisted it could not have been empty. He even suggested my neighbor might have taken it.

Meanwhile, I have made multiple calls to the dealership and left multiple messages for the sales manager, Mo, but no one has called me back. While Connor ignored me, I spoke with Tony at the dealership on Jan 28, who checked the inventory and confirmed my car should have come with two keys.

A second key is standard, and I was never informed I wouldn’t receive it. The cost of replacing it is significant, and I should not have to pay for the dealership’s failure to provide what was promised at the time of sale. Unexpected charges should also not be added without disclosure.

I expect that the dealership stands behind its commitments and takes responsibility for both the unexpected charge and the failure to provide the promised second key. Please provide the second key or compensate me for a replacement and refund the $45 charge.

To Nigel: I appreciate your response. However, I want to clarify that I have reached out multiple times, but unfortunately, I have never received a call back. It is frustrating to be asked to reach out again when my previous attempts were ignored. If you are serious about resolving this matter, I expect you to take the initiative. Please provide a direct point of contact and let me know when I can expect a call from you. I would like to see a concrete effort to address this issue.

Update 3/1/2025: I originally had a frustrating experience with the sales department when purchasing my new Toyota Corolla on 1/17/2025. They were not upfront about the second key and an additional $45 fee, which led to unnecessary confusion and inconvenience. However, after reaching out to the general manager Nigel Long, he personally ensured that I received my second key. Although I had to make a long trip back to the dealership, the process went smoothly, and I appreciate Nigel's professionalism in resolving the issue.

That said, I still believe the sales department should improve transparency and communication with customers. If they had been upfront about the key and any associated fees from the beginning, this situation could have been avoided."

I also updated from one start to three stars—a middle ground that acknowledges the resolution while still reflecting my initial...

I am willing to change this review based on how the company responds but let me detail what I would describe as the worst customer service I have ever experienced.

I set a deposit on a Grand Highlander. Almando, the gentleman I was working with, was very helpful, friendly, and informative. I arrived at the dealership with my partner to (hopefully) make an offer, work out a deal, typical things you would expect. What was offered was perfect for me and we agreed on the offer.

The finance manager then comes over and explains how the banks are closed and getting me the initial offer was going to be difficult. He did not, in my opinion, do the right thing, and just hold the offer until the banks were open. Instead, he goes on about a 2 minute rant with numbers that confused both of us so we started to ask questions. My partner asked him to "explain it to him as if he were an idiot" to which the manager replied "I JUST DID." He pointed out that his response was rude, manager didn't apologize and instead laughed. He was very aggressively trying to get me to extend my loan term by a YEAR, and, jack up my apr by 2%, in some scheme to try and get me to leave with the car then and there when it would have made more sense to finalize once the banks were opened.

We then discussed warranties. Instead of asking me, he went ahead and added gap insurance and an extended warranty into the sale price. When my partner questioned why he did that, the manager looked at me and very aggressively said "well if you don't want it then why did you get the warranty on your current subaru?" Why I did that is none of his business. At this point i was extremely uncomfortable especially with the manager's tone. He was making multiple condescending remarks and actually at one point told my partner to "stay out of the conversation." His face was red, his voice was raised the entire time. He didn't once ask me what I wanted, he was simply pushing his agenda which was to try and take advantage of me and when we contested anything, he got increasingly more upset. When I finally told him I had enough and stated that we're done and leaving, he picked up my warranty paperwork and threw it at me then as he walked off said "whatever.. TYPICAL SUBARU OWNER." If you become irate when the consumer challenges you or asks basic questions.. this probably isn't the line of work for you.

Based on previous reviews, I don't think this one person reflects the values of the company (and from what we were told, he had only been there a week) but this one person ruined our experience as well as our memorial day weekend.

I forget her name but the sales manager that was there took the time, even when they were closed at the time, to sit down and understand the situation, and formally apologize. That was very much appreciated.

Again, I have never experienced anything like this before when purchasing a vehicle. The fact that he got so upset because he was being challenged leads me to believe he was trying to screw me over and got...