Plaza Toyota — Attraction in New York

Short Version: This place is a mixed bag. My first trip was an awful experience with some of the worst customer service I've ever received. It left such a bad taste in my mouth but I wrote it off as "that's just what buying a car works." However, a few days after my visit I was contacted directly by a different salesperson eager to correct the experience. Mfon Durant was incredibly helpful and jumped through all of my hoops to provide me an incredibly seamless experience. If you're going to buy a car from here, ask for him!

Longer Version: I first went to Plaza Toyota on a Saturday with an appointment to look at cars. I didn't know what I wanted and was just starting the process. When I arrived, the first red flag was that the place was very busy even though I was told over the phone that during COVID they were appointment-only. Secondly, employees did have masks but most were wearing them under their noses or chins. There were some protective measures in place for COVID but to say they were being loosely followed would be generous.

I was passed to a different salesperson than I was told I'd be meeting with over the phone. Shada was initially pleasant but immediately became antagonistic under the slightest prodding. She pulled up the website and told me to choose a vehicle based on not more than a picture and a price tag: no guidance, no suggestions, not even any up-selling. She didn't ask my preferences or even my price range. She claimed to have "never heard" of having a used vehicle independently inspected, took several (personal?) phone calls during our appointment, did not keep her face covered with her mask and claimed to be on "our side" and protecting us from her manager who was the real bad guy. It felt unprofessional.

Even still we had paid for the Uber to the dealership so we asked to see a vehicle. After explaining to me that she had to check that it was still there and giving us an anecdote about how she had once accidentally sold the same car as another salesperson she took us to see the car. At this point she gave me her card and disappeared under the guise of having another appointment at the dealership across the street, even though I was still well within my appointment slot. She told me to text her with any questions or when we were ready to proceed. After inspecting the car and deliberating for about 15 minutes, I texted her asking for a test drive and to ask if we could speak to a finance manager. I waited for about 10 minutes for a text back which never came. I left, wrote off Plaza Toyota and made an appointment for next week at a different dealership.

A few days after my visit, I received an unexpected phone call from a different sales person. Mfon was incredibly gracious to me and upon hearing about my negative experience really rolled out the red carpet for me and seemed determined to make up for it. It could not have been more night and day: Mr. Durant was extremely professional, punctual and communicative. He took a list of my preferences and curated a list for me to select from complete with videos and spec sheets. He worked with me to procure a 2021 Corolla (which Shada had told me "weren't out yet") with all of my desired features. He had the car delivered to the dealership less than 24 hours after first speaking with me, went out of his way to make sure the space in which we were meeting was disinfected, helped me work out the kinks in the financing, took me for a very pleasant test drive, and called me the next day to follow up. He also just had a great vibe in a way that is difficult to articulate, which is something I didn't know was possible from a car salesman.

It is almost hard to believe these two experiences happened at the same dealership. My advice to anyone buying a car from here would be to ask for Mfon Durant by name and try to iron out as much as possible over the phone before coming to the dealership. He will get you the car you want!

I can't give 5 stars because of that initial negative experience, but Mr Durant himself deserves...

If I could rate this place with zero stars, I would. My first appointment was for 3/17/25 at 2:30pm. I arrived at 1:30pm and was told that it was OK. Was told by Roberto (not sure of the name) to have a seat inside and he will come and talk to me later. 2 1/2 hrs later, around 4pm I asked why is it taking so long, he told me “I’ll check.” Came back to inform me that my car needed the front brakes and rotors changed, but were out of stock. He apologized and told me to come back on Friday. They took another 1/2 hr or more to return my car. I noticed the changed mirrors, seats, radio station and clock, also found it odd that my job parking permit along with other personal items were scattered on the car floor, as if someone was searching or using my car! Went back early Friday morning (3/21) and was greeted by Nelson (I believe) who informed me an hour or so later that “we don't have the car parts yet.” I complained about their lack of regard for their customer’s time, the scattered odd findings in the car and the inaccurate information recorded on my paperwork (the mileage, plate number, etc). He made the corrections, then told me that my car had parts not belonging to Toyota. I assured him that Plaza Toyota are the only ones servicing my car and that any odd parts, were installed by Plaza Toyota Service Center. He said nothing. Informed me that I should receive a call once the parts were delivered to schedule a third appointment. Went back to the waiting area inside and after waiting 15 minutes or more, noticed down the street that someone got out of my car and left it running. I hurriedly went outside and got in my car. No one noticed. Waited to hand the ticket to the attendant, no one came. I called another attendant, gave him the ticket and explained that when they are returning cars, they should be professional and return the car and keys to the owner, not to leave it running, unattended on the busy street.

Received a call on Monday 3/24 stating that they received the parts. Scheduled the appointment for 3/28. I arrived early and dropped off my car. While waiting inside, received a message on my phone that my car was off the premises. I immediately went to Nelson and told him that my previous complain was valid, that they are using my car to run errands. He rudely told me “you did sign a contract giving us permission to road test your car and check the brakes.” I angrily responded, I didn’t! And pointed out that there was no need to drive my car so far away to fix my brakes and rotor. I asked for them to return my car immediately. They searched but couldn't locate my car inside so, they started making phone calls. I went to the front, they followed, calling me back, pointing towards a dark grey car stating “this is your car miss, come take a look.” It was done in an effort to distract me from the front of the building, to prevent me from seeing them returning my car back to the service center. I was livid, in tears, frustrated! I called 911 and luckily after waiting another 20 minutes or so, before the cops arrived, they delivered my car, keys in hand.

I wont be taking my car to this service center again. It's been a nightmare from day one. In the 11 years of visiting this place, it's always long waiting hours and substandard services such as new air filters stinking of urine or lack of knowledge (no one available to synch car keys) etc. Went to a local mechanic, they immediately inspected my car and told me exactly what was wrong without taking it for a "road test or joy ride." Was treated with respect and dignity, not to mention that it was far cheaper than the $628 estimate at Toyota. In less than 90 minutes I had my car back.

I wouldn't recommend Plaza Toyota Service Center to anyone. Their disrespect, lack of knowledge, dishonest, condescending, unprofessional behavior, leaves a-lot to be desired. Customer service training and skilled, experienced technicians are urgently needed at this...

Jaswinder Singh is a very pleasant and helpful salesman who made the entire process from start to finish a comfortable and pain-free experience.

I really needed a particular car that is in very short supply and on allocation. Most people wait several months to get one, but he managed to get me one in less than a month.

I had a few special requests regarding the prep of my new car and he personally made sure they were taken care of and not overlooked.

A few minor issues to make note of. Because of their location they don't have a customer parking lot. You will have to park on the street and feed the meter.

Also there were a few small math errors in the sales contract. Some in their favor and some in mine. As is always a good practice everywhere, read and check important documents before signing.

To those who have not had as good an experience as I did, all I have to say is if you are pleasant, patient and understanding of what is going on at the moment, most people will treat you the same way. If you are demanding, obnoxious or acting entitled, expect equally rude treatment.

Jaswinder wasn't the only person whom I dealt with during my purchase. I found everyone that I dealt with polite, respectful, friendly and willing to answer my many questions (I am a very detail oriented person who likes to understand all the ins and outs of everything) without getting annoyed or trying to rush me.

Maybe there is a bad apple there, but if so I didn't meet them.

EDIT:

While the sales process was very good, as described above, it turns out that the people who prepared the vehicle did not do as good a job.

So far, I've discovered four large rubber plugs that are supposed to be installed under the car to prevent corrosion left in the glove box instead of being installed. Also, the cargo area all weather liner was not properly installed, with the portion that is supposed to protect the backs of the rear seats when folded down, instead just being flipped over and left laying in the cargo area. Additionally, the front all weather floor mats had not been locked to the floor as they are supposed to, which can be a safety hazard if the mat slips forward.

So if you're looking to buy a new Toyota, this is a great place to go. If you're looking for service, I suspect you will have to go elsewhere.

Obviously, no matter where you buy a new car, you should go over it thoroughly looking for problems...