Empire Toyota Of Green Brook — Local services in Green Brook Township

I'm a fleet customer that dropped my car off for a seatbelt repair. I want to preface my review by saying EVERYONE was great with the exception of my service manager, Kayla. I'm only doing this review so all parties involved will be aware, especially Upper management and ownership. Rich did a great job listening to my concerns and addressing them as well as putting me at ease at that the way I was treated by Kayla. He reaffirmed that that is not how they do things at Empire Toyota. I felt this was genuine b/c of the great service I got from all the other employees including the driver who dropped me off at enterprise to get my rental.

My experience with Kayla was the WORST customer service experience I have had as far as my memory serves me. She was belittling, non accommodating, and she lied to me about my payment options.

When I dropped off my car it wasn't clear that it was a fleet car which I will take ownership of. When it was clear that payment was expected at pick up I called Kayla immediately and told her the mistake. I left messages, but did not call me back. I called back again and explained after being asked to leave her a message that she did not call me back after the last message 90 minutes ago. The employee was able to get her on the phone. At that time I gave her my fleet and car information so that she can work on securing payment. She gave me an attitude and told me the work was already done, that she never heard of my fleet company, alluding that it was too late. After repeating my self several times what I would like to happen in exasperation she said would call the fleet company in the morning which was fair enough.

She called me the next day at approximately 1145am telling me the dealership was out of network and they would not pay for it. I told her no problem. I then called my fleet company. They informed me of the options, one of which is a CC payment over the phone. I called Kayla back at 1233pm, and left her a message with an employee. There was no call back. I called again at 230pm and left a vm with no call back from her. I called again multiple times at 3:30 after "disconnections " "dropped calls" and staff telling me she was not at her desk.

Out of frustration I asked for a manager/director/supervisor after which she pick up the phone. I had to ask her name because she did not say her name when she picked to the line. After explaining everything, she told me they did not accept CC over the phone, proceed to tell me on how they do things at the dealership. I told her one of her coworkers told me they accepted CC over the phone. At that point she recanted the statement and then said documentation had to accompany the CC# including a license. I told her I was on my way and perhaps we can handle this in person. She then said I can get the CC myself and work with another concierge. For confirmation I asked if she is not longer included in the transaction at which she was repeated that I can go to another concierge and hung up without formally ending the call professionally with a "goodbye " "have a good day" or even a "see you when you get here".

After talking to my fleet representative there was no documentation of her reaching out to them. They had in fact worked with this dealership before as recent as 2 mths ago and gave me the name of the gentleman they worked with, Justin.

Justin was busy, however a young man by the door with his desk next to Justin helped me with no knowledge of my situation. I don't remember his name but it staerted with the letter S with twists or locs in his hair. I gave him my cell phone with the fleet rep on the phone and in less than 5 mins he got the CC#, walked me to the payment desk, processed payment and I got my keys.

Btw while waiting I heard another employee get a customers CC over the phone.

I wanted to thank everyone that helped me, Including the employees field the calls because im sure they were tired of my calls for Kayla.

If it weren't for everyone else I'd give this review 1 star! I can't fault the whole dept for 1...

Worse dealership ever! I wish we had option for giving negative points. Beware, they cheat on you! And yes, I’m bringing up this matter with Toyota corporation USA.

I've been to this dealership twice for oil change. On my first visit, I noticed they charged me few bucks for windshield washer fluid top up. When I saw that on the bill, I felt weird as Nissan or Honda dealerships never ever charged me this, and this is the first time I bought Toyota and my first experience with Toyota dealership. But I didn't pay much attention to this as it was only few bucks but I did think I wish I had told them to not fill up washer fluid because I use RainX fluid that has water repellant and now that they have filled up, it must have diluted RainX fluid. But I decided to check if I can still add more RainX even if they have filled up (as they claim it) but to my surprise, as I started adding RainX, I ended up adding quite a bit which was not possible if they had toped it up. So I figured they have not filled it up at all.

Next time when I went there, before leaving for the dealership, I filled the washer fluid myself all the way to the top so one can clearly see it in reservoir and I was shocked when I saw the bill as they had charged me again for washer fluid top up. Although the service advisor removed that charge when I told him he is lying about this and no one filled up the fluid but myself, but this leaves me with bigger concerns that dealership is charging you for those parts and services that they are not performing. I even have a concern now if they even actually did the oil change or just charged me the fee and did nothing. I had to wait for almost 3 hours for oil change and who knows after paying $100, I stepped out without any service performed on my car. One who can lie for just $2, is probably 10 times more likely to be lying for $100

So my concern here is not that they charged my few extra bucks, but that they lied and cheated on me. Can’t trust this dealership anymore.

Update: As I mentioned, I reached out to Toyota USA and logged the complaint. Initially, I wasn't too sure they would even consider it, but kudos to Toyota USA; they took it seriously, assigned a case ID and a customer relationship manager to it. Long story short, the manager called me and explained that she had discussed this with technicians and discovered how some technicians were checking off the fluid refill checkbox on the work order form "by mistake." She thanked me for bringing this to management's attention and giving them the opportunity to fix their SOPs.

I hope this will not happen again to this dealership's loyal customers, and I am not...

Truly an awful service experience. The fuel door on my 2021 Toyota Tacoma has been difficult to close since shortly after I purchased the vehicle and has gotten worse over time to the point now where it will not close. A quick web search shows that this is a known issue with Tacomas and I have had several gas station attendants tell me they see this all the time. I called Empire Toyota to ask if this would be covered under the Platinum Extended Warranty I purchased with the vehicle (which is supposed to cover everything). They said they would have to see the vehicle before they could tell me, so I made an appointment. They asked if I wanted anything else done, including a software recall update for Toyota Connected Services and I said I did not. When I brought the car in, I reiterated that I wanted to know if it was covered under warranty. They asked if I wanted to wait and said it would be about 90 minutes. After over three hours the truck was still not ready. When I asked for a status update, they said that they were having trouble with the software recall update, which I had told them I didn't want. I left the dealership. Over three more hours later, I got an approval request for over $350 to fix the fuel door. When I spoke with the advisor, he told me that because the door was bent, it was considered damage and was not covered. I explained that the door was bent from station attendants trying to force the door shut because it won't close. The advisor refused to listen, refused to speak to management and refused to even offer to talk with Toyota. He simply restated it would not be covered. I feel like I have been taken for a ride. I have a truck with a defective part, well documented that it is a known issue, and a very expensive comprehensive warranty that is supposed to provide coverage for these kind of issues and I have been told to go pound sand. Interesting how this kind of cold, calculating, transactional customer service is not advertised up front when purchasing a vehicle or a warranty. This is not how to earn...