Courtney Chisholm

Review of Woburn Toyota

Bad experience from the moment we walked in. Spent...

Bad experience from the moment we walked in. Spent over 10 hours there throughout this process plus email and phone time. This is review of sales and finance areas -not service dept. I made an appointment in advance and not only did they not have our appointment on record (even though I had the text and email confirmation on my phone for that location), the person we were supposed to meet with wasn't even there...so they certainly didn't start off well. We were then immediately discriminated against by the salesperson that first met us at the door, who had confined in the salesman he handed us off to that he thought we would be difficult.... Apparently being a young couple prepared with what we wanted and were willing to pay was too much of a challenge for him. So the tone was not set very high from the start. The salesperson we did end up seeing, Hany, was fortunately able to smooth over the initial bumps and help navigate towards the SUV we had come in hoping to purchase. An additional manager was brought it to try to negotiate after a long while of back and forth. When I say a long while... we were there for almost 3 hours JUST to negotiate and locate the vehicle. So again, unless you are willing to pay their high ticket price, don't plan on making this a short trip. They located the vehicle the following week which I have no complaints about and thought things were looking up. We were asked to come back in to do the additional financing paperwork. After waiting over an hour, after being asked specifically to come in, my husband questioned the wait time with the staff. They became defensive that they were short staffed that evening rather than apologetic and accommodating to us (we were the only ones in the waiting area the entire time). We tried to be patient but when it started to become closer to 2 hours of waiting my husband had had it. When they finally realized how ridiculous the wait was, they had us hurriedly meet with Jay. At this point we were told that because we had opted to use the military rebate Toyota offers, we would have to add my husband on the car and use Toyota's financing - which was a ridiculously high rate...So needless to say we were upset that we weren't told that by taking the military rebate we would have to go through the extra hoops of putting my husband on the car and filing more paperwork for a rate we would end up paying more in the long run for than the rebate was worth! They did inform us we could cancel that bank once it was filed, but at this point we wanted to get out of there as fast as we could - so we declined the military rebate (after all the wasted time) and therefore now had to carry the cost that we were losing from the rebate. By the time Jay had finished with our transaction it was after 9 pm business hours and there was no longer a cashier available to take our cash and check deposits.... once again, a result of their error. We were therefore asked to come in a third time to make the down payment. The third time I came to make the payments I waited an additional amount of time to complete the transactions. I then also had to return a fourth time to pick the actual car up. Again, what we thought would be a short trip turned into excessive waiting only to receive a car that still had wire clippings on the floor from the starter install and dust/dirt in the interior as if they didn't clean it. Since they lost the second set of keys I had to go back in again for a fifth time to wait for the key to be made. I was told that we didn't sign our draft check on the front and back (something a finance person should have probably known), so I also had to resign the check. It has been a month now since starting this process and they still have not been able to organize themselves enough to cash my draft check. I can't understand how anyone has a smooth experience here. Even our sales person and mgmt recognized how poor of an experience we had - but I can't imagine this is new to them. Do yourself a favor and avoid this place at all costs. I have warned others to do the same.