Faulkner Toyota Harrisburg — Local services in Swatara Township

When you purchase a car from Faulkner, they go out of their way to get your sale. Once the sale is done you mean nothing to them, your treated with disrespect and zero communication. General Manager Frank Kaminski either doesn’t know how to use a telephone, read messages on his desk, read messages in email form requesting a phone call or he just doesn’t care. The latter is evident from my experience with him. I will take an educated guess in that the General Manager’s job duties include exceeding customer expectations while instilling a culture of meeting customer expectations from his employees while showing humility and respect for those who are supporting the stores payroll, Frank failed dramatically. Its sad that such a large organization in this area is so quick to forget what customer service means, its sad that this particular Toyota store would rather see me spend my money elsewhere. Why do I say that? Please read the entire review as Today is 4/29/24 and I finally picked my truck up following a 2 Month problem that kept me from my work vehicle since it was dropped off for an oil change on 2/28/24. My 1 star is consistent with what went on these past 2 months, zero was not a choice. The only compliment I give is to Area President Don Perry who is a great asset to the Faulkner Group and its easy to see why he is in the position he is in. Don was successful in attempting to keep my loyalty. Notice the word attempt. Unfortunately after all his hard work, understanding of my situation, valiant effort to make things right, and consistent communication, the store today took a huge poop on it all, basically a big middle finger to my face. As I picked up my 22’ Tundra today I was greeted with the most Crumugenous employees who told me I was a problem. “I know you, your the problem person, hurry up and get your truck out of here so I can finish my work.” For real? I am the problem that agreed to spending almost 6 figures within your establishment. Huh? Ive been in a loaner for 2 months, I needed to transfer what I had into my truck, along with clean out anything that wasn’t present when I received the loaner, bothers me that I took the time to do that while being unappreciated. 3 employees told me to hurry up, not once did any of them say, “what can I help you with?” There are things in our control and then things out of our control that we must work hard to fix, while controlling what we can control. Why does the customer need to follow up on his own? Why does the customer need to tell you what will make them happy after such a debacle? No sorry, no communication, no we will make this right for you. Instead Faulkner Toyota along with Frank Kaminski chooses to ignore you, not return calls or messages or be present when you show up at the business, makes me think management is screening calls when Im told “oh Frank just left for the day.” At 3pm? I mean after 1 month the customer should feel like they know whats going on, not an email stating “your parts eta is TBD?” This store needs a new leader and additional training on what service industry they are a part of. A simple “hello” goes a long way. Think hard about who you choose to give your money to, I...

Update: On Monday I tried calling the number for Shane that Fulkner replied to me with. It was not his direct number, and I was sent to voicemail. I'm not expecting to get a call back. If Fulkner reads this again, please give me his email and direct line.

Update 2: Tuesday, same thing. No call back.

Service that was paid for was not received. My warranty issues were not addressed. I have not heard any word back from the Fulkner or Toyota corporate.

I will provide a quick summary up top, and a detailed list of events and proof at the bottom. This ordeal has been just unbelievable and an unbelievably frustrating experience. I never would have expected something like this. I truly cannot believe such willingness and neglect goes on here.

I went in on July 1st with my 24 Camry for the 10,000mi service. This includes a tire rotation, oil change, air filter change, and washer fluid refill. 3 out of 4 of these were not done at all, and the 4th was done improperly. My oil was significantly overfilled, my tires were not rotated, washer fluid was not filled, and based on that it's not a far leap to say the air filter was not changed. All three of my warranty issues were ignored. I was blamed for one of them, I was made out to be imagining the second, and the third I was told NOTHING could be done about it. No record was ever made on my file for when/if these problems arise.

The dealership did not make this right the first time, and Toyota corporate has ghosted me. I will ensure not a single Fulkner, nor Toyota as a whole, will ever receive a single penny from me at any point in the future. I will go as far to tell anybody I know, unprompted, about my experience and to not give Fulkner their business.

Details and proof:

Upon check in, I pointed out my first warranty concern. The passenger side weather stripping is pinched badly. I was told it's from passengers getting in and out, rubbing their feet. This issue began prior to ever having a passenger in my vehicle. Afterwards, I then noticed BOTH rear doors had the same issue. I have never had rear passengers.

The tech was unable to make out the high pitch whine in the AC system. That is reasonable, however, no good faith attempt was made at investigating potential issues.

Finally, in regards to warranty concerns. I was told there is NO REMEDY for the inaccurate speedometer.

The proof for the tires not being rotated: Within a month of owning the vehicle, I scratched the front driver side rim. My first rotation then moved it to the rear driver side. A second rotation would THEN place it at the front PASSENGER side. However, the scuffed rim still remained driver side rear. I have since taken the liberty of rotating my tires myself, since Toyota refused to honor the sale they provided me.

The proof for the oil being over filled and the washer fluid not being filled are provided through the pictures. Taken the day after the service after the vehicle had sat all night.

Take your money and your cars elsewhere.

I have filed with the BBB, but I didn't expect anything out of...

I bought a brand new 2021 Toyota Camry from this dealership and I was very impressed with their service! Things were originally off to a bumpy start at first because due to some confusion, it was implied that it the car I am buying is to have a sunroof, which it didn’t. I didn’t test drive the car because I had test driven another Camry, and was told they would be exactly the same, so I skipped the test drive (I don’t recommend this to anyone). After finishing up the paperwork, committing myself to a car loan and receiving the keys, I went out to see the car and with my new angle I noticed right away - there is no sunroof. I quickly mentioned this to the salesman and he was instantly understanding and apologetic. I was honestly confused at how helpful and trustworthy they were, I was expecting it to be a costly conflict, but boy was I wrong. Over the course of the following month, management worked with me to make sure the car is exactly what I expected, and had a sunroof installed for me! It doesn’t affect my existing car warranty, and has its own lifetime warranty. It was clear that they just wanted me to walk away with a good experience, and ultimately, I did. I am so impressed and happy with all they were able to do for me and I highly recommend working with this dealership, these are some great guys!

EDIT: My original 5-star review was posted in 2021, and I am updating it in March 2025. I just returned from a maintenance on the sunroof and discussed with the man working on repairing a leak. I learned that the sunroof does NOT have a lifetime warranty - they never offered those. The business that used to exist at that location offered lifetime warranties, and then went out of business. The current business (Auto Comfort LLC) does not offer lifetime warranties, nor have they ever - they only offer 3-36 warranties (as in, 3 years or 36,000 miles). At this point, I am beyond disbelief with this business. A careless mistake is one thing, and I appreciated their correction. Following a careless mistake with a lie is unethical at the very least, and criminal at most. I have all my records of the written contact I had with Jason, and have no reason to believe they would not lie to other customers like they did to me, so I'll be reaching out to the Better Business Bureau with...