Parkway Toyota — Local services in Englewood Cliffs

I had a terrifying experience ever at this location with Sales manager named Tae Kwon. So I had to send this letter to the corporate. Subject: Formal Complaint Regarding Unprofessional Conduct by Sales Manager Tae Kwon Dear Coporate, My name is Justin Koh, and I am writing to file a formal complaint regarding the unprofessional and inappropriate behavior of one of your staff members, identified as Sales Manager Tae Kwon, at your dealership located at 50 Sylvan Ave, Englewood Cliffs, NJ. On September 17, 2025, at approximately 3:50 PM, I visited your dealership with the intent to purchase a Toyota Tundra. I was assisted by a sales representative named Roma Osepyan, who was courteous and helpful throughout our initial interaction. However, during our discussion, we were abruptly interrupted by a man later identified as Tae Kwon. Without introducing himself or offering any context, he interjected into our conversation and questioned Ms. Osepyan about the pricing we were discussing. His approach was unprofessional, intrusive, and completely out of line. At that moment, I felt embarrassed, humiliated, and disrespected. I informed him directly that his behavior was inappropriate. Rather than de-escalating or apologizing, Mr. Kwon responded with hostility and an unacceptable attitude. His conduct was not only discourteous but confrontational. To make matters worse, there was nothing about his appearance or behavior that indicated he held a managerial role—or was even employed at the dealership. He was wearing a bomber jacket with both hands in his pockets, loitering around in a manner that gave no professional impression. His demeanor and conduct were far from what I would expect from someone representing your company, let alone a sales manager. I am formally requesting the following: A direct and personal apology from Mr. Tae Kwon for his unprofessional behavior. Immediate internal review of his conduct, including consideration for demotion from his managerial position, as he clearly lacks the basic skills necessary to interact with customers respectfully. Assurance that all employees—especially those in leadership roles—receive proper training on customer interaction and professionalism. I trust that you will take this matter seriously. This experience has left a lasting negative impression, and I sincerely hope no other customer is subjected to such treatment in the future. Sincerely, Justin Koh

Hope they respond...

Coming to Parkway Toyota after having a negative experience at Freehold Toyota was a weight off of our shoulders. The car we made an appointment to BUY in Freehold was being test driven as we were on our way there, and upon arrival we were basically told we were SOL. We were in a bind. Down a vehicle. Looking for a ‘19 Camry. Hardly any to be had in NJ, unless we drove out to Long Island or Upstate NY. I found this ‘18 an hour north in Englewood Cliffs.

Called at 5:30, Gwendolyn set us up with an appointment to for 6:30. John greeted us at the door, already had the car pulled to the front with key in hand. Test drove it, knew we wanted it, and started the process.

At this point a dealership is a dealership. The interest rate on payments is out of this work post COVID, and there isn’t much anyone is going to be able to do about that. One of the finance managers, Jenny, worked with us to find us the lowest possible payment we would get within our range. I made her run numbers 4 times and she didn’t mind at all. She was patient, understanding, and overall a bright personality. She even arranged for our vehicle to have lifelong mechanical coverage for the length of our loan and a warranty, which somehow, Freehold didn’t offer for a newer model with the same miles, it was as is.

As soul crushing as it was to see my boyfriend fall in love with a car and have it taken away from him, in a way we found our silver lining here. And not just because the car itself is silver. Overall the team we had an experience with at Parkway Toyota were extremely helpful and listened to us, answered all our questions, and didn’t rush us just because it was close to closing and we were like… the last non employees there.

Thank you Gwendolyn, John, and Jenny for adding a new member to our family. My bf’s vehicle before this was a ‘03 Grand Cherokee - she held out as long as she could. And now he has something practically brand new and luxurious for his first purchased vehicle.

Well worth the drive. I’d tell everyone I know to drive an hour north, and give them gas money myself, before I referred them to Freehold. Oh, and speaking of gas, John even filled the car’s tank for us...

Terrible Experience at Parkway Toyota – Avoid This Place at all costs

I had an extremely negative experience at Parkway Toyota, and I highly recommend avoiding this dealership. Here’s what happened:

When I arrived, the receptionist was very nice, polite, and welcoming. She promptly paged a salesman for me and made a good first impression. I followed the process and wrote down my name and email on their sign-in sheet as instructed. Unfortunately, things went downhill after that.

The salesman came over, and I asked to see the car model I was interested in (just to look at it, not to drive it) as part of my initial research. He immediately asked for my ID. When I pushed back and questioned why my ID was necessary just to view a car, he left to “check” and never returned. Instead, two minutes later, the “sales manager” showed up alone.

The manager, a man in his mid-fifties with a ponytail and mustache, said they needed to scan my ID and upload it into their central system. When I expressed my concerns, his demeanor quickly turned combative. I pointed out that I had already provided my email at the front desk, but he claimed not to know about the sign-in sheet – which seemed implausible since it’s clearly part of their process.

Then, the situation took an even stranger turn when the manager started talking about their internal costs, claiming it costs $600 for each car they show. I found this entirely unprofessional and irrelevant. Why a dealership would lecture a potential customer about their internal costs instead of simply answering my questions is beyond me.

At this point, the conversation became unnecessarily rude and uncomfortable. I called out his behavior and told him I would share my experience. Only then did he offer to show me the car – but by then, it was too late.

While the receptionist was very nice, this experience was frustrating and unprofessional overall. If you value respectful and professional customer service, I highly recommend taking your business elsewhere. I cannot support Parkway Toyota and their behavior toward...