Toyota of Greenwich — Local services in Greenwich

I have to start by saying that Ana, the salesperson who met me at the door, was a very kind saleswoman. She helped me look at two used Toyota RAV4's I was interested in and even came in the car with me to test drive the car. She was very transparent about the accident history, pulling up the CarFax immediately when we sat down. She also gave my trade-in car (a 2013 BMW X1 with three accidents, all of which were cosmetic such as a rear bumper replacement and a side mirror replacement due to overnight parking lot accidents) a fair evaluation and noted flaws that were relevant to our discussion. I appreciated her honesty about this as I've had bad experiences at other dealerships where accidents are hidden until the deal is almost done. On the other hand, the manager Wayne is one of the worst managers I have ever met and a very rude and disrespectful man. Ana came back with a very low offer of $4000 from her manager for my trade-in car, saying that it would be worth $8000 but they would subtract $1500 per accident on the car, and then add $500 back because their RAV4 had a frontal damage accident. I had two problems with this: 1) all three accidents on my car were in the rear/side of the vehicle and not the front (where engine damage or displacement could have occurred), and 2) why is that they subtract $1500 per accident on MY car for future discerning customers but they only give me back $500 for THEIR car's accident? To make things worse, when I raised these issues, Wayne became very defensive and proceeded to put me down for my age (I am in my 20s and grew up in Greenwich), saying that "I've been selling cars for longer than you've been alive." I felt immediately attacked and I stood up and said "I'm done" and walked out. I promised to leave a 1-star review, as I am honestly just ashamed that a block away from where I went to high school, this dealership is operating with a manager that makes fun of customers for their age. Fortunately, I went to another Toyota dealership later that day and sold my BMW X1 for $8000 (yes, $8000, despite the three minor accidents) and bought a used Toyota RAV4 for $28,000. Before leaving the Toyota of Greenwich parking lot, I informed several customers not to buy from this business and I do the same to everyone who reads this review. Do not allow yourself to be disrespected by the manager here. I can only hope that people like Ana who actually treat their potential customers with respect and dignity are kept. Should you still choose to come to Toyota of Greenwich, be aware of the...

This was my first time servicing my vehicle at Toyota of Greenwich. I chose this service center because of the overwhelmingly positive reviews, but unfortunately, my experience didn’t reflect that reputation. I dropped my vehicle for service at 10 am in the morning. My service advisor, Ricky Marin, never provided any updates on my vehicle. I wasn’t informed when my service was completed and had to start calling around 3:27 PM—leaving multiple voicemails with no response. I eventually called the main number at 4:00 PM, and the receptionist told me my car was already serviced—something I should have been informed of long before. That morning, I had taken a shuttle from the dealership to my workplace and was told an afternoon pickup would be arranged. Ricky said we could figure it out when he called—but that call never came. After the receptionist initially told me an Uber would arrive in 10 minutes, she called back saying there was a glitch in the system and tried to connect me to Ricky. Still, no response. I asked multiple times until what time I could pick up my vehicle—again, no clear answer. I made repeated follow-ups over the next hour with the same receptionist. Each time, she said she would check with the manager and get back to me, but there were long delays and no communication. I had to keep calling back for updates, which was extremely frustrating—especially since I needed to pick up my kids from camp. Finally, at 4:55 PM, a different receptionist answered—she was the first person who truly listened, understood my frustration, and took real initiative. She arranged the shuttle I had been waiting for. Her professionalism and willingness to help were appreciated! - but it should not have required this much effort to receive such basic service. When I arrived at the service center, I discovered another issue: I had requested the "Bring on Summer Detail Special," but my car hadn’t even been cleaned. By then, the service department was already closed, so I had no opportunity to raise the concern in person. I don’t think I will return to this service center. While the online reviews are overwhelmingly positive, my experience makes me question whether those reviews reflect the typical customer experience. I left feeling overlooked, undervalued, and disappointed. I hope the management team takes this feedback seriously and makes meaningful improvements to communication and overall service...

When I drove onto the dealership lot, my intention was to "window shop". I knew that I needed to purchase a car by the year's end. So, I wanted to begin looking in time to determine what I wanted. My Mom has owned her Toyota Corolla since she bought it brand new in 1999. It still runs as though she'd purchased it yesterday. So, needless-to-say, I KNEW that I wanted to buy the same brand. Two hours later, I was driving off the lot in a 2016 Toyota Corolla "S"!

When I've told others about my intentions and the ultimate results, they were shocked. They were further surprised to learn that I was not coerced into making the purchase. My Sales Consultant, Layne Sohun, did not display any of the "stereotypical car salesman" characteristics. He was attentive to my goals; took the time to identify a vehicle that fits my personality; extremely knowledgeable of the product (exterior, interior and engine); worked diligently to stay within my budget; made appropriate suggestions; assisted in the process of switching insurance companies; and even helped to negotiate a lower rate on my insurance. And, I noticed how well he worked with other members of the sales team.

In conclusion, I feel as though I've made the right choice all-around. Those that I've shared this information with personally, have requested his contact information. There are a few people that I know are looking to purchase a vehicle. And, I'm sending them ALL to Toyota of Greenwich! I'm pleased with my experience! And, I love my new car! For someone that has only worked at the dealership for 4 months, he has certainly made a positive impression. Layne represents the dealership well. I will not need a new vehicle for quite sometime. However, I hope that he (or someone like him) will be there when I need to. Thanks...