Loyalty Toyota — Local services in Colonial Heights

I am writing this subpar review because of the laundry list of bad experiences I had with this company prior to purchasing a vehicle and after.

For the final sale: They added erroneous fees onto the offer only to remove them to make it look like I was getting a good deal. Then the next day presented a new offer without the erroneous fees removed. In addition, they overpriced the vehicle from the MRSP price on blue book saying they charge extra because of the loyalty program. Tip: read the negative reviews about their loyalty program.

Before purchasing I was given a lot of false hope statements. Ex- my car has a significant scratch on the front and was told they would see what they could do with it. (The cars are sold as is- nothing was done with it). After purchase, even went as far as to go to the collision center to have the manager basically laugh and said who is paying for this? To which the dealership themselves were not. In my experience while shopping for a car, their loyalty program is constantly thrown in conversations to justify their prices. I haven’t used it yet but I read reviews and this loyalty program appears to have tons of stipulations that are not outlined in writing. When I purchased my car, there wasn’t any documentation outlining what they covered or any detailed info about their program.

After purchasing I was told my car would receive a full detail. Drove it all the way to the location and it did not receive a detail. Nothing on the interior was cleaned and I drove the car home with all my windows down because whatever they put in the car reeked of chemicals burned my nose. Odd thing was the car looked the complete same on the inside besides a huge puddle of fluid that was spilled on the drivers side mat. I ended up cleaning my own car and complaining on their website. When I called them a few weeks later to inquire about my title, I was immediately transferred to the service department who told me they saw the complaint on my profile and wanted to have a chat about it. It felt like an ambush situation. He wanted to know who I had sent photos of my car to which is a weird thing to focus the conversation on. It wasn’t about their poor service it was “sorry it didn’t meet ‘your’ expectations. Who did you send photos to?” My expectations? I don’t think it would meet anyone’s expectations (photos attached: vehicle right after the “detail”. Literally just needed a vacuum and they couldn’t even do that). The guy should have called me weeks prior but claims he didn’t know.. unlikely story considering I was transferred directly to him. Also, why is my complaint on my profile for anyone to access/view? Weird. I opted to not bring my car back to their facility because they wasted my time the first time and the trust I had is broken. My car was worse after bringing it in. At least prior to the “detail” it didn’t stink of chemicals.

The whole process from start to end is inconvenient. I had the manager come by twice to try to convince me to ride with his employee to a location an hour away instead of bringing the car to their location… weird. I had to email the salesman’s PERSONAL email my insurance card before I could leave their facility… again weird.

Since purchasing the vehicle I’ve received SO many letters from different companies about the car detailing specific information about the purchase and trying to sell me extended warranties. From my understanding only loyalty Toyota has this information in addition to my mailing address which makes me wonder….how are these companies getting this info? I’ve purchased cars before and never had this issue.

I could honestly go on and on about my poor experience but I think there’s enough red flags with what has already been said. I have regrets about purchasing a car from this facility. If I could go back in time, I would not repeat the same mistakes. I can’t even imagine going back and trying to use their “loyalty” program. Especially with some of...

You’ve got to read this one…to the end. You’ll be glad you did.

I’m from a longstanding Toyota family. They are built by the factory with a 30 year minimum lifespan, American vehicles are designed with only 15 years in mind. It’s an easy decision to make Toyota a priority in your vehicle selection. After my 5th Gen 4Runner was rear-ended and resulted in a total loss, I knew the hunt for a replacement was going to be nothing short of a miracle. My order was tall, I knew finding a Magnetic Grey Metallic SR5 Premium with a concealed third row wasn’t as easy as an online dropdown filter allows. I looked everywhere, I knew it would require scouring the country and calling every dealership to check if, in fact, the vehicle had the third row. Waiting on hold, chatting with uninformed sales representatives, being asked if I wanted to try a Grand Highlander were just a few of the irrational factors aggravating the hunt to find my dream rig…that was until I got to dealership call number 43 and spoke with a voice on the other end who changed the game in finding my vehicle. I had no idea just how grateful I would be to have had the phone answered by Teng Lim at this Virginia dealership. He could tell I knew what I wanted and heard the sound of frustration and my relief in his quick jump to action in answering my questions regarding the specific vehicle I was looking for, and to my luck it was! He helped me lock it down and held the vehicle until I could make arrangements to fly to VA from Northern New England. What I didn’t expect was the service that came by purchasing from Loyalty Toyota, it isn’t just any other Toyota dealership, it’s THE ONLY ONE YOU SHOULD EVER USE WHEN BUYING ONE..…We all know that vehicles depreciate and insurance companies only can do so much but here you get a bumper to bumper LIFETIME WARRANTY. Yes, a LIFETIME! The owner designed this model with military families in mind to give them peace of mind to have service and your investment protected wherever you may go. If you get a scratch on your rims, you take it to any Toyota dealership and get a new one. Since vehicles today are glorified computers, you’ll feel good knowing that if something goes wrong(it’s a Toyota so it’s unlikely but if!) you’ll get it taken care of with the Loyalty Toyota warranty.

So just when you think all salesman are the same they aren’t, Teng was a wealth of knowledge beyond the scope of a dealership’s business and a salesman’s vernacular. He is truly a finance expert, family man, and gentleman. You’ll have to see for yourself when it’s time to buy your next Toyota. And when you do, just wait until you meet Karen in finance, she’s wonderful and a party on wheels! Just when I thought I was done being spoiled with the Loyalty red carpet experience, I was tremendously grateful that Teng offered to drive me to the airport for my return flight home and made the necessary arrangements for when my vehicle was picked up from a third party and shipped to my home.

Needless to say, this experience changed my perception of buying another Toyota, because it isn’t a just a Toyota, it’s a LOYALTY TOYOTA.

Go make the trip to Virginia and ask...

Update: The owner called me a personally a few days after my initial review and was sorry to hear about all I went through and offered to detail the car again. He was great and really cares about all customers leaving happy. I left happy today and will certainly be back to get my car serviced there anytime it is needed. Thank you. I do think the packages they offer when buying a car is definitely worth driving to.

I went to loyalty Toyota for their loyalty program of the free oil changes and state inspection and I had seen a CR-V online that I liked. Last week I made an appointment Friday evening for Saturday morning and told them the car I wanted to look at. Came there Saturday morning at 9 am for my appointment and was told they were in a meeting until 9:15 am. Finally they got out of the meeting and someone was able to help us. Probably after about 45 mins of being there I was told the car that I asked about when I made the appointment and confirmed it was still available I was told had been sold a couple days ago. I had a couple other cars in mind that I wanted to look at but the first one I was not impressed with. I told my sales guy that I wanted to look at another and he was trying to talk me into the one I just told him I didn’t like and wasn’t comfortable with. Finally he pulls out a car that was way out of my price range but I looked at it but didn’t want to test drive it because it is not want I wanted. We then go back to the desk and talk some more and finally agrees to pull one of the other cars that I had wanted to see but when he comes back he says something to me about working him hard and making him pull out a lot of cars. It was only the 3rd car. I was getting more annoyed but didn’t leave. I looked at the car and took it for a test drive and really loved it so I decided to get it. The finance guy was great but a talker but he atleast made the experience a little better. We starting meeting with him at around 1:15. After over 4 hours of being their we we’re finally offered a drink. The financing took some time because he was selling the deal they have at the dealership for unlimited mileage car coverage and more. After we were done and everything was signed I went to look at what was supposed to be my newly cleaned car and it still had the empty chip bags and dog hair. I asked them to clean again and they did. We didn’t end up leaving till almost 5 pm which means we spent the whole day there from almost open to close. And come to find out they didn’t do very good of re-cleaning because the next day when I was installing my sons car seat I found more dog hair and food crumbs in the spot where the seat belt are and the cup holders in the back were dirty from Im guessing soda because when I cleaned out with lysol wipes they were black. I’m hoping I will have a better experience when I get my car serviced there. I like the loyalty deals they offer but was not impressed with the dealership...