Wesley K

Review of Woburn Toyota

I understand that this place has multiple departme...

I understand that this place has multiple departments. My review is for the used auto sales. First I would like to say that the initial salesman who we talked to, Bill, was superb. However, he was more or less taken from us and everything was disastrous from there.
Our first problem came when we spoke to a thin, white male, with black hair who often wears sunglasses and chews gum. After Bill offered to hold the car for us, this man came to tell us that this isn't normally something that is done. He said that he would hold the car for us as long as we call them the next day with a decision about whether or not we want the car. We called and left two messages, but they sold the car anyway and never put the car in our name in the first place.
This was obviously a mistake, but mistakes happen. We were told that we could meet with Christine and the manager Jeremy. We scheduled a meeting with them, and they did not come to our meeting. We received no apology. Mistakes happen but people should own up to their mistakes. Instead we got avoidance, adding to the general lack of professionalism at this place which is characterized in many of its reviews.
We end up still going with Woburn (mistake) and getting another Corolla with similar miles but more scratches. We had to fight to get the price down to the original one which we were going to buy. After purchasing the car, a whirlwind of information is thrown at us and they tell us that we cannot legally drive away with the car. It turns out that this was also a mistake. As we live an hour away from Woburn, this meant more and more driving and inconvenience for us. In fact, our second representative (not Bill) in general did not really seem to know what was going on or about the processes there. It seems that some serious training and leadership change is needed.
Additionally, as we paid for the documentation and registration through the dealership, we needed them to complete the registration. We were given the line many times, "I'll call you." They never called us. We had to call them again and again. It's just more evidence that the place is a slow paced, lazy environment atmosphere.
While our experience with Bill was great, and the financial manager was nice (although wrong about several items), integrity violations are absolutely unacceptable. The people here robbed me of a significant amount of time an energy which I need to be putting into my work and studies. They created a large amount of unnecessary stress in my life as well. I expect honesty and recognition of mistakes from any human being, especially from an organization dedicated to customer service. I will not be bringing my business back here, and I hope others do not either until we see drastic change in the way the department functions.