Koch Route 2 Toyota

Always great service Always greeted and made to feel welcome. Provides an upfront time of competition and is alway met! They really value my time! The people are professio Always greeted and made to feel welcome. Provides an upfront time of competition and is alway met! They really value my time! The people are professional and courteous. More

Poor follow-thru and communication between reps & customer What I thought was a superior auto purchase experience turned into what was probably the most frustrating auto purchase I have ever had. The vehicle w What I thought was a superior auto purchase experience turned into what was probably the most frustrating auto purchase I have ever had. The vehicle was purchased late on a Sunday afternoon, as a result of working with Roy (who was great) thru email over the past few days. When I got to the dealership I was handed off to a sales rep. Because I was purchasing the vehicle out of state I was told that they need to deliver the vehicle to me. The sales rep agreed to contact me "first thing" Monday morning to facilitate the transfer of possession of the vehicle. Well, I ended up calling her at 11:30am only to be greeted by, "how may I help you?", "ah...you were supposed to call me three hours ago". After several excuses for not calling me, we agreed that the vehicle would be delivered to me first thing Tuesday morning. As you can imagine, no call from the sales rep Tuesday morning. I then called at 9:30am only to be greeted by more excuses and a promise for a call back. After waiting an hour I contacted Roy, who apologized and offered to look into it and get back to me. At 10:15 I received a call from the finance manager letting me know that the driver would be leaving shortly and to expect him at my local town hall at 11:15 and I should be there at that time. After sitting in my car for 45 minutes, at 12:00pm I see my new vehicle coming down the road. I get out and greet the driver (Ben, who was also great). He proceeded to inform me that he did not have the p/w needed for me to take ownership and register the vehicle, and that the sales rep had the p/w and she had just left the dealership. I apologized to Ben for my expletives and asked him to have the sales rep call me when she got there, as I had taken the morning off of work to do what I thought would have been a simple timely transaction. At 1:00pm I received a call from the sales rep. I met her and Ben only to find her oblivious to my frustration with lack of communication, improper setting of expectations, and lack of follow-thru. Her response to me was, "I am only one person", not "I am so sorry sir". Which in my simple mind might be the right response to a customer who just spent a lot of money on a vehicle at their dealership and what I just experienced over the past 5 hours. Good luck! More

2019 4 runner Prime Toyota in Lancaster Ma is the only dealership I will do business with. Just bought a 2019 4 runner limited and couldn’t be any happier. My sale Prime Toyota in Lancaster Ma is the only dealership I will do business with. Just bought a 2019 4 runner limited and couldn’t be any happier. My sales man Michael Capizzi is the best around very polite and made the experience of purchasing my car stress free. He was very knowledgeable with the 4Runner and went above and beyond all expectations. Thanks again prime Toyota and Michael! More

Love the Se Camry The best dealer you can deal with, very honest, they give you the best price they can do from the first time,they don’t play dealers game. I drove an The best dealer you can deal with, very honest, they give you the best price they can do from the first time,they don’t play dealers game. I drove an hour and a half to purchase the car after I got a very good price in less then 2 minutes phone call with the manager Roy. Michael was my salesman he was very helpful and patient and spent an hour explaining every option you can find in the car. My daughter needs a car very soon, I’ll go straight to prime Toyota Lancaster Highly recommended!! Thank you😊 More

I had great time! They are very helpful. I never ever bought in my life a car that I am so happy with my purchase. Thank you guys for help me. I really appreciate . They are very helpful. I never ever bought in my life a car that I am so happy with my purchase. Thank you guys for help me. I really appreciate . More

Extremely helpful Walter was amazing in finding me the perfect suv for my family. I think Toyota has been the most upfront honest company I’ve dealt with. On top of tha Walter was amazing in finding me the perfect suv for my family. I think Toyota has been the most upfront honest company I’ve dealt with. On top of that they made sure I understood every warranty I was getting. Overall I was amazed by the customer service. More

Recall repair I wouldn’t change any thing, Very knowledgeable, polite. Fast friendly service. Always enjoy and trust Toyota. On our third Toyota product now I wouldn’t change any thing, Very knowledgeable, polite. Fast friendly service. Always enjoy and trust Toyota. On our third Toyota product now . Have to complaints worries. Toyota is always on top of our list of fine reliable products As oof prime Toyota More

Consistently great. I continue to be very happy with the service and professionalism at Prime. I strongly recommend it. Very positive experience and comfortable waiting I continue to be very happy with the service and professionalism at Prime. I strongly recommend it. Very positive experience and comfortable waiting area. Great job. More

Great service Everyone was very helpful in our buying process. Very satisfied. Walter was our salesperson. One of the best. The young man at the finance office help Everyone was very helpful in our buying process. Very satisfied. Walter was our salesperson. One of the best. The young man at the finance office helped us understand our loan options and warranties. More

Appointment right on time Was in and out in one hour! Staff was very friendly. Waiting room very comfortable. Appointment was easy to make on-line. Will go back again for servi Was in and out in one hour! Staff was very friendly. Waiting room very comfortable. Appointment was easy to make on-line. Will go back again for service. More