Koch Route 2 Toyota

I encountered flat-out dishonesty in the service department at this dealership on my most-recent visit, and that will be the last straw for me. I had been taking my Toyota to Norm Wagner for se department at this dealership on my most-recent visit, and that will be the last straw for me. I had been taking my Toyota to Norm Wagner for service since their Lancaster location opened, and I used to be extremely happy with them: I convinced my father to take his car here as well. Unfortunately, my impression is that their service department has deteriorated over the past year or so. I visited on 7/24/2010 for an oil/filter change and annual state inspection. After completing the service, one of their service advisers (Danielle) warned me that my timing belt was whipping against the cover and my water pump was leaking. She quoted $750 to replace both. I kept my car off the road for a few days, and took it to another mechanic on 7/28/2010. He confirmed that my timing belt was not whipping and my water pump was not leaking. (This confirmed my suspicion: I had both parts replaced just a few months earlier!) On an earlier oil change at Norm Wagner (February, 2010) they had recommended a new timing belt based on milage. I did replace that and the water pump -- but I had done it at another mechanic; the Toyota database would not have shown that I'd completed the repair. It's very plain that the Norm Wagner service department saw that I'd previously turned down the repair, assumed I still needed the parts, and decided to "add a little drama" ("leaking pump! whipping belt!") to make the sale. On 7/29/2010 I called Sandy Willhauck, who is listed as Norm Wagner's CRM manager. I was very cordial and made no accusations -- I accepted that the service advisor could simply have made a mistake. She investigated, and called me back: she insisted that they'd been correct and wanted me to bring my car back to the dealership to "show me."! I felt satisfied that I'd done my due-diligence on this, so I ended the call in frustration. More than one person has remarked to me that their service department has "gone downhill since they started charging for coffee in the waiting area." (It was free until some point in 2009) I actually think that may be true! I'm not sure what happened here...they were very solid when they opened. More

Purchased parts for my Corolla. Parts were in stock when needed. Price was only draw back and not dealer controlled. I had a bad experiance Harr Toyota and went outside my suggested dealer service area to i needed. Price was only draw back and not dealer controlled. I had a bad experiance Harr Toyota and went outside my suggested dealer service area to insure no repeat on poor customer service. Although like Harr this is another large dealership management there goes out of their way to make you feel right at home. More

I recently bought a used vehicle for a really great deal. The previous owner was a smoker so they have a machine which they told me(Monday morning)they would use on my car and I could pick it up Tuesday. Com The previous owner was a smoker so they have a machine which they told me(Monday morning)they would use on my car and I could pick it up Tuesday. Come Tuesday morning I get a call saying they didn't do it because the machine wasn't actually on property and that it would be done that day and I could pick it up wednesday. Then I find out the machine is actually on property and they didn't do it because of lack of communication. I picked it up on Wednesday and noticed my sun roof was jamming(which it had not been previously), so brought it back same day and was told to bring it in Friday, that they would expect me cause he was putting it in the computer. I went in on Friday and found out they didn't even know I was coming because my info was never put into the computer. Again, lack of communication. Friday I'm told I'd have to bring it back on Tuesday so they can take the whole roof apart and find out what's wrong with my sun roof. I don't have any other means of transportation and was told Friday that I'd be given a rental on Tuesday because my car was still under warranty. Brought my car in Tuesday and they said there was nothing in the system at all about a rental. LACK OF COMMUNICATION!!!!! I love my new car but at this point, having to deal with employees who don't talk to eachother or follow through with what they say they're going to do is just ridiculous!!! More

I took my 2009 Venza into service for a airbag light issue. I told them that the issue seemed to be related to the passenger seat (when someone sat in the seat sometimes the light would go out). They ha issue. I told them that the issue seemed to be related to the passenger seat (when someone sat in the seat sometimes the light would go out). They had the car for four days and never fixed the problem. After I picked up the car I removed the passenger seat to find a broken pin in a wire connector. Apparently the mechanic that worked on the car found the same problem that I did and had used a jumper wire to "bypass" the connector. The only issue is that he jumped out pin #7 when the broken wire was in pin #6. Yes, this means he counted wrong. The correct way to fix this problem would have been to remove and re-pin the connector which is what I did. I should not have to repair a car that is under factory warranty. Toyota Motor Corporation should be embarrassed to be represented by Norm Wagner Toyota. I should also note that everyone I dealt with in service in person and on the phone were very professional. I wish I could say the same about the person working on my car. More

When I first went in there, I talked to some salesman and worked out a fair price. I went back a couple weeks later intending to buy the truck, but I find out that the salesman I talked to was in jail for so worked out a fair price. I went back a couple weeks later intending to buy the truck, but I find out that the salesman I talked to was in jail for something. Nice people, Norm. The next salesman I got (Brian) was a decent enough guy, but right off the bat he tried to rip me off not realizing that I already had a quote from them. He tried to charge me almost 6 grand more than the price I had negotiated with the jailbird. I finally worked out a good price and ordered the truck from them. I left a $500 deposit and was told that the truck would be delivered in "a couple days". 3 days go by and I call. I am told a few more days. A few days go by, no call. Now I can't even get Brian on the phone anymore and he doesn't return my calls. Finally I get a call and am told that it will be another couple of weeks! I said that they can just refund my deposit and I will go elsewhere. Long story short, they tried to scam me with empty threats of keeping my deposit. Raphael the sales manager is a xxxxxxx high pressure type guy and he gave me the runaround for 2 weeks until the deposit was finally returned. I should mention also that I never wound up buying a Toyota because the incentives expired before this deal could be completed. What bothered me the most about the whole experience was the attitude I recieved when from them about the whole thing. I know that it is just a shady pressure tactic, but when they could not close the deal, they should have offered me my money back without any B.S. Had they done that instead of trying to intimidate me, I would not have bothered to write a bad review. Maybe some day car dealers will learn and just sell cars instead of trying to take advantage of uninformed consumers. I wish I had done more research before walking in to the dealer in the first place because they have a terrible reputation in the area. I would suggest looking elsewhere and avoid Norm Wagner. More

Stay away !! Was looking for new Camry LE. Asked for for MSRP, he said I could look it up on the internet, but then provided an inaccurate value after some prodding. Asked for a price quote and when he sta MSRP, he said I could look it up on the internet, but then provided an inaccurate value after some prodding. Asked for a price quote and when he started to quote from the [Wrong] MSRP less $1500 Toyota Factory Discount, I asked for his best and final price [to save both he and us time from a "pricing dance"] he said they don't do that and wanted to start the haggling process. When I thanked him and started to the door, another salesman directed him to get a quote from the boss. He came back with a price $5 below the range that I said we'd seen elsewhere. He still wanted to nail our shoes to the floor and sign us up immediately. Not professional, didn't trust him --- THEN I saw the bad reviews here, and could FULLY believe them. Run don't walk from this place while you can, better yet don't darken their door step !! More

DO NOT BUY OR LEASE A CAR FROM THIS DEALER.His sales staff consists of lazy scam artists who are experts in bull xxxxting,lying,and high pressure sales tactics to get you to sign before you even drive t staff consists of lazy scam artists who are experts in bull xxxxting,lying,and high pressure sales tactics to get you to sign before you even drive the car.Norm Wagner is the most arrogant, rude, condescending person on the planet. It was not until after I finished my deal that I read these reviews and I wish I had done it sooner.The car was not delivered to me when it was supposed to be so I told him I wanted to cancel the deal. After lots of screaming and yelling on my part and outright lying on their part, I was told if I did not accept the car, they would have it repo'd, even though I had not yet taken possession.Long story short, I ended up taking the car. I have heard and read nothing but horror stories about this dealership and I believe every one of them. I will do all my service work with Acton Toyota,and never set foot in Wagner Toyota again. I strongly urge anyone reading this who is looking for a Toyota, do not even go to Wagner for a quote or test drive.It will turn into a nightmare, just like it did for me.I am amazed that this dealership is still in business, and Toyota has not gotten enough complaints to stop any dealings with him.Look at the ratings for Wagner and Acton, the answer is clear. STAY AWAY FROM WAGNER TOYOTA!!!! More

Went to Wagner Toyota having already research the model and pricing we were after. My role was to assist my college graduate daughter in the process of purchasing her first car. We were looking for a 2 and pricing we were after. My role was to assist my college graduate daughter in the process of purchasing her first car. We were looking for a 2008 Yaris. After a no-pressure test drive of several models, we identified a particular car and sat down to get the best Wagner set of numbers. After some back and forth we finally had a set of numbers. Total time around 1.5 hours. At this point we decided to let the dealer "squirm" a bit, and headed out to lunch. We had a bite to eat and used the time to research the MSRP and Invoice numbers. This particular Yaris had an MSRP of $14,610 with an Invoice Price of $13,666. They had offered us the invoice price. We came back from lunch and offered them $300 less than invoice ($13,360) with a 50% cash down payment and the balance on a 3 year loan. They accepted the offer with little discussion. Additional to this price was MA Sales tax ($668), Reg/Title Fees ($86), and a Wagner Admin Fee ($299). Basically the $300 below invoice offset the Wagner Admin Fee. We financed the 50% balance ($7,207) for 3 years @ 5.9% or $219 a month. Additional time 1.5 hours. All and all an easy transaction. They delivered the car (with a no-cost inspection sticker) the next morning in mint condition after going over all the features/functions with my daughter. We would certainly give them the opportunity to earn our business again. More