Smithtown Toyota — Attraction in Town of Smithtown

Factoring the demand of hybrids in light of fluctuating gas prices, I understand there would be a dealership adjustment on most of these cars...but I have nothing but positive things to say in regards to the sales staff. Anthony was my sales agent and although it took 4 months and some compromise on certain options, he helped secure a prius for me. Now, the one thing that ruined the entire experience has to do with the detail department... i wanted to come the day of delivery, when the car was unloaded from the truck, but anthony said he was busy and scheduled me for pick up the next day. The next day I come, the car was situated under a shade...there were some factory imperfections on the paint...i mentioned it to anthony. Then, someone from detail took it without my permission and machine buffed the specified area...signed all the papers took it home and saw my car the next sunny day...and there were swirl marks everywhere. I mean microscratches on the quarter panels, the hood, the trunk, roof...and the area that was machine buffed had DEEP penetrating circular marks....i am almost convinced he damaged the clear coat in the process by using an aggressive compound material. You can refer to the attachments, where circular patterns are seen on the right lateral portions of the roof. Later that week, i brought it up to anthony's attention and he admitted that the car went through the car wash and that the solution might be to have it detailed by the same personnel who buffed it initially... how this left a bad taste in my mouth...i am very very disappointed...again, there is nothing negative about the sales team. I can say they will work hard to getting you the car you want; with integrity. You wont have to worry about the dealer selling to the highest bidder and manipulating your spot in queue; this is not that kind of place...Whatever you do, do NOT let the detail/ preparation department, whatever its called...mishandle and damage the paint on your new vehicle prior to delivery. mention this to your sales agent if you have to...I have owned minicoopers, bmw, hyundai and other toyotas....but never have I experienced this kind of unprofessionalism...Here is one extremely disappointed customer driving around a brand NEW car with swirl marks and scratches that I may or may not even see in 3 to 4 years...the paint from the factory is already near perfect...you don't need an unexperienced detailer in your dealership to "make it look nice and presentable," before the ownership of the vehicle is transferred. microscratches and marring only happen when improper techniques are used to wash, dry and detail a car. this also includes someone using a dirty towel to hand dry the car after it has went...

The sales department is good but the service department is so bad that they make pep boys look good. They are good for maintance issues but when you have an actual problem with the car they have no idea how to fix it and then they will send you home after 10 mins and tell you they don’t want to waste your time. The service department also said that all hybrid Toyotas that have the digital system can not auto start with the defrost on. I looked it up and google said that it can. The manager confirmed that it can when I spoke to him the next day. This makes me feel skeptical of the skill performance and knowledge of the service department. I just recently had work done to the car where they replaced the DCM which will fix the auto start issues that sets off the hazards as well as the CarPlay issues. Hopefully the new DCM fixes the acceleration issues. I had a loaner car for 48 hours in which time it snowed so I went out and bought a $20 Snowbrush to clear off the ice and snow so that I could return the loaner in the way I received it. When I arrived to pick up my car they did not give me a review of the work that they did before I signed. I asked for a review of the work that was done and all they did was hand me the paperwork of the work that was done. I have never experienced that before. I signed and was given my keys just to walk out and see my car covered in snow and ice, and I had to clean off my own car. The dealership did not care for my car in the same way that I cared for the loaner. I realize now that I bought the car from the wrong dealership. I was just reading reviews of how wonderful Sunrise Toyota is and that for one particular reviewer said that their monthly payments were $50 less per month then Smithtown Toyota. I also read many reviews that Sunrise Toyota is exceptional with customer service. Customer service at Smithtown Toyota is not good. When I bought this car I was told that the best that they can do was get me a loan with a 7% interest rate which the application was already filled out before I got there. I found out afterward that there were other deals where I could’ve gotten a lower interest rate. No fault only gives you 2 weeks to find and purchase a new car which doesn’t give you a lot of time to research which Dealership you should really purchase the car from and which one would save you the most money. I’m really upset that I didn’t purchase the car from Sunrise Toyota. I’m going to see if I can switch to another dealership to finish out the 2 year free maintenance that I have with smithtown Toyota because I’m just not happy with...

Sorry Lauren, your attempt to “make it better”, by issuing me a complimentary car wash was in vein. Smithtown Toyota Service Department needs to do better. First, in making my appointment, for my tire pressure light on, I stated I’d never been there before. The person who was making my appointment failed to tell me that there are two locations and that I’d be bringing my car to The Express Service building. Which is located just past the main dealership. Once there I found the door that wasn’t locked,(seriously there are 3 different doors to enter the building, no signage to direct customers) I checked in with Tania. Not sure if she was having a bad day at 7:30 in the morning, but she was not friendly at all. No smile and barely a hello. Not good customer service. She proceeded to tell me that since this is my first time there I’d have to show my registration or insurance card, both I leave in my car. Again, no apology, just she needs it. Upon retrieving these from my car she asks for my keys. It took a half hour for them to bring my car around to the garage area. While I waited I googled reviews and saw Lauren the customer relations was the contact person for Smithtown Toyota. Having now waited an hour and a half, I called Lauren, explained the situation and she put me on hold to look into the issue. Unfortunately I was getting another call at the time and had to hang up. Once I was done with my call I walked to Tania’s desk, where Lauren is now standing. She approached me and said my car was all finished. And the issue? A nail in my tire. Really? Why didn’t Tania come out to update me that there’s a nail and the tire would be changed due to my tire and wheel protection plan? Lauren was quick with a run-around answer, that it takes time for the approval and to change the tire. Yes, I know, which is why your service advisor should have updated me. As I said I was given a free car wash (no thanks, read those reviews too) for my troubles. I took my keys and paperwork and left. As I drive away I see my tire pressure light on. I drove back an exasperated Tania checked with the mechanic, it’ll go off after I drive around a bit. How technical! It would have been nice to know before I left. Tania told me to have a nice day in the most unprofessional and snide tone. Horrible. Awful. Terrible. I’d drive to any otherToyota service department before I’d go back to this one. Just a yucky experience...