Charles Toyota

Purchased a new Tundra - Negotiating the trade in was insulting. They never even looked at our vehicle and then offered us $5000 less than the value on KBB & NADA. We negotiated and got within $1000 of insulting. They never even looked at our vehicle and then offered us $5000 less than the value on KBB & NADA. We negotiated and got within $1000 of what we wanted. When we were finished the sales manager actually asked my husband if he could BORROW me for his next negotiation. Like I am property to loan out. Unbelievable in this day and age! 2 weeks later went to a car wash and noticed a piece of molding on the bumper was loose, so we brought it back to have it properly attached before we washed the truck. They told us we must have hit something with it because the whole underside of the front end was crushed. No visible damage on the bumper except the loose molding, but we hit something? We explained that we hit nothing and they said a shopping cart could have hit us and came up with a couple scenarios where we were hit, none of which made sense. Body shop estimated $3700 for the repairs. Tried to work it out with the sales manager and he wouldn't even give us a discount seeing as the damage was there when we bought it. Went to a 2nd shop and they estimated $2700. Filed an insurance claim and the insurance adjuster said the damage was most likely from the Tundra being unloaded from the shipping truck. Dealers are responsible for inspecting all cars and obviously this one didn't. Repair costs were over $1000 less than they would have been at Charles Toyota. They were going to charge us to recalibrate all the front end electronics which weren't needed. They also don't give you a 2nd set of keys anymore. Toyota is low on the batteries, so they tell you you'll get it within 30 days of purchasing the vehicle. The 30 days grows to 60, then 90 and then you have to fight with Toyota to get a 2nd set of keys. I'm still fighting and it's been 5 months. I have it written into the contract and they are still resisting. Do yourself a favor and find another dealership. More

When I purchased my brand new truck, it did not have automatic starter, the salesman said just install it no big deal. They were supposed to register it in Pennsylvania, that did not happen, cost me an automatic starter, the salesman said just install it no big deal. They were supposed to register it in Pennsylvania, that did not happen, cost me an extra $400 to do that. Service department isn't any better. When I purchase the truck the rotors were warped. Took it in several times and was told it's a brand new truck it will work itself out. They finally agreed that the rotors were warped and wanted to turn the rotors on a brand new truck. My uncle finally brought it in and he told them to replace the rotors and the brakes. It took several months to get it done. THEN Something has been drawing the battery and they couldn't find anything . I had an automatic starter installed, the service department said it was from that. I had the starter uninstalled, and they said the warranty is only good if they install it. Went through several batteries, and several deployments. Now that the truck is out of warranty, they finally found the frayed wire from the starter that they installed at my experience of over 400 bucks plus shop supplies (maybe the tape that they wrapped around the frayed wires)?? Maybe the starter will work???? After all of that I was told that the starter should never have been installed, and at this point, I totally agree. Maybe they finally found out what is drawing the battery, I hope so. Truck has less than 12000 miles on it s on it because I am afraid of being stuck somewhere with a dead battery. Time to trade it in while it is able to start. I have had several Toyota vehicles from the Camry right down to the Tacoma. My Camry always had the automatic starter included in the vehicle, I will never put an automatic starter on another Toyota. Also called corporate they were absolutely zero help. Time to become a Chevy family. More

Service department is something to be desired. ..Hum... Not quite sure how this works. Something has been drawing the battery from the time I purchased the truck in 2017 from Charles Toyota. Went t ..Hum... Not quite sure how this works. Something has been drawing the battery from the time I purchased the truck in 2017 from Charles Toyota. Went through several batteries, and several deployments. Now that the truck is out of warranty, they finally found the frayed wire from the starter that they installed at my experience of over 400 bucks. Maybe the starter will work???? Maybe they finally found out what is drawing the battery, I hope so. Truck has less than 12000 miles on it because I am afraid of being stuck somewhere with a dead battery. Time to trade it in while it is able to start. More

Do no, i repeat do not bring your car there to get worked on!!! I took my 2005 toyota avalon to norwich charles toyota for a small evap leak. Instead of doing a smoke test they changed a coil pack and a gas on!!! I took my 2005 toyota avalon to norwich charles toyota for a small evap leak. Instead of doing a smoke test they changed a coil pack and a gas cap after i purchased one the month before from them. I was told they that the check engine light might come back on and thats the only way to find the leak smh, But bring it back when when the light comes on then we will be able to find it. Remind u its like $130 or more just to get it diagnosed very close to $200 for that trip. 2nd trip another$130 or over for another diagnose but this time they told me they took the evap canister out and they tested it and thats the problem i need a new evap canister but thats gonna cost almost $900. I wasnt gonna let them rip me off again so i took it to another mechanic and come to find out not only wasnt it the evap canister but that evap canister was never taking out of the car since the factory put it in. So not only did i get charged for 2 evap diagnoses, they never even did any type of evap test on it and never took out the evap canister and tested it like they said. Now it cost me over $1000 to fix parts that wasnt broke and to find out the gas tank is the issue and thats gonna cost another $500 or more. Your better off bringing your car to a backyard mechanic because charles toyota of norwich Connecticut will have you taking multiple trips and taking your money every time without even looking at your car and fixing the parts thats not broken on your vehicles just to make a buck. Ps. I even wrote them a email about the situation and its been close to a week if not and no reply, so u know this is common and they dont care about customers just the customers money. They made me give them a star, they dont even deserve that!! More

we bought our second car from Jason Cooper service before and after could not have been better!!!! and after could not have been better!!!! More

My family has purchased four vehicles this past year and the entire staff is fantastic. Had a hiccup with a newly purchased, Charles stepped up! the entire staff is fantastic. Had a hiccup with a newly purchased, Charles stepped up! More

I would like to say that sales department at Charles is top notch. No pressure like some other dealerships I’ve dealt with in the past. It was a pleasure dealing with Brian, Kieth, and John to purchase my top notch. No pressure like some other dealerships I’ve dealt with in the past. It was a pleasure dealing with Brian, Kieth, and John to purchase my new Tundra. Thanks guys. More

CUSTOMER SERVICE LACKING Beware when you ask for an estimate from the Service dept. over the phone. You're not actually speaking w a service advisor, you're talking to an app Beware when you ask for an estimate from the Service dept. over the phone. You're not actually speaking w a service advisor, you're talking to an appointment coordinator who failed to disclose that when you replace the rear struts, you also need an alignment, which is another $110. That was a surprise when I dropped off the vehicle. I would have gone w a different estimate if I had known this up front. And then the Shuttle vehicle that they use to give you a ride home & pick you up later was disgusting. The front passenger seat had some nasty oil stains on it like they use it to put oily parts on it & the vehicle had trash in it. It looked like it has'nt been cleaned in years. Definitely not a good first impression. More

Ray McLean provided an excellent car buying experience I went into Charles Toyota on 1/7/19 with significant anxiety around purchasing a vehicle. Ray had a laid back approach that immediately made me feel I went into Charles Toyota on 1/7/19 with significant anxiety around purchasing a vehicle. Ray had a laid back approach that immediately made me feel comfortable. Ray allowed me to ask my questions, validated my concerns, steered me in the right direction of finding the car that had the features I desired and that was in my best interest financially. Ray took his time explaining the warranty and walked me through all of the steps he was taking to complete our transaction. This left me feeling confident in my purchase. I highly recommend you request Ray if you are looking for a non-pushy car buying experience. More