Romeoville Toyota

Phony, Unprofessional. Buyers Beware ***Update: After posting this review, the owner responded, asking me to reach out to Larry Jordan, the Customer Experience Manager. I did in fact do ***Update: After posting this review, the owner responded, asking me to reach out to Larry Jordan, the Customer Experience Manager. I did in fact do just that, so he had me bring the car back in and the brake pads were replaced. However, after over two weeks the brakes were still grinding. He then had me come in, and they replaced the rotors as well. That seems to have solved the problem. Each time I came in, I was given a free rental to use, which was very helpful. Larry was polite, and I appreciate him handling this matter. I Never got an apology from the associates involved, & I just hate that it had to even come to this. Nevertheless, hopefully a learning experience on both sides. *** They are nice and accomodating until the purchase is made, then you see their true colors. My husband bought a used 2011 Lexus LS460 from this dealership 2 months ago. The financing was easy, even though he had some credit challenges. However, we noticed at the time of purchase that the brakes felt worn. We mentioned it to our salesman Bryson, and he said the service dept said there was 60 percent life left on brakes. But he assured us if there was a problem, they would take care of it. We agreed, and thought maybe the brakes were feeling that way because it hadnt been driven in a while, or because it was a rainy day. However, the brakes contined to grind and pulse. After several attempts to reach Bryson, and unreturned phone calls, we let him know that the brake problem was still there. He instructed us to make an appointment with with the service department. We did just that. The day that I went in for appointment, Bryson happened to be off. Ultimately, I was was turned away because they couldn't verify if the dealership would cover it. They claimed they tried to call Bryson, but didn't get a response. I even called the manager named Rich who was also off, left a message explaining to him what was going on, but got no response that day. Mind you, we don't live close to the dealership at all, I had wasted my time coming there. A couple days later Rich calls me back stating that they would look at the car, but wouldn't cover any repairs. We were taken aback by this response coming from a so called manager, who was all smiles with us at the time of sale, but now that they hooked us, it's all business. But this is bad business. We have purchased many cars in our lifetime, and some much cheaper than this one, but this is the first time we have been denied a basic service, especially seeing that we mentioned it at the time of purchase. I get and understand that this is a used car, but it is not a cheap car. With a 25k loan, and a sizeable down payment, I would expect better customer service. Not just the phony stuff to make the sale, but after the sale, you have no interest in assisting us further with any issues with the car. We did have the brakes checked by a mechanic, and sure enough he said it needs brake pads. Now, we have to pay for this out of our own pocket, because this dealership operates in sheer unprofessionalism. I will not be recommending this dealership to anyone. You could have earned a lifelong customer, with many referrals, but you chose to take us for granted because of our current situation. Well guess what? We are on our way to rebuilding our credit, and becoming a more desirable client. But when that time comes, we will be taking our business elsewhere. Please be careful how you treat people. More

Lowering the bar I purchased my Toyota at the Joliet location, and have had it serviced there for years without a problem. The Service department was always professio I purchased my Toyota at the Joliet location, and have had it serviced there for years without a problem. The Service department was always professional and never had a problem with their work. The Joliet location recently closed, and I went to the Romeoville location - and never again. I brought the car in because the ABS light came on. I also could use an oil change, and new tires. The changed the oil, and put new tires on, but never ran the diagnostic. They have a nice waiting area, but their sales staff don't take no for answer. I was not there more than 90 minutes, and every sales person approached me. I don't like their service department, but I will never return because of the high pressure sales environment. More

Service Manager John W. cares! I dropped my car off overnight with a note explaining there was an odd sound and it could be the brakes. I also requested they do an overall inspecti I dropped my car off overnight with a note explaining there was an odd sound and it could be the brakes. I also requested they do an overall inspection and inform me of any upcoming problems, , and to also do an oil change. A service writer somehow misinterpreted my note, . The note said to contact a friend of mine AFTER 12 noon if he couldn't get me. Instead, he woke her at about 7:30am. I had to DRAG out an apology! She works later in the day and wasn't getting up for a couple of hours. This was incredible because the only thing my friend said was to follow what the note said then call me when its done. There was no reason to call anyone. I got my The bill was $900 and the sound was still there. REALLY upset, we contacted the service manager John W. John apologized, read the note, said it was clear and there shouldn't have been a problem, He either located and fixed the sound himself or had it done, no charge to me, and showed me the money the dealership ate to do this was over $150., I was not returning until dealing with John W.!! If he, or someone exactly like him remains there, I will be a returning customer because I feel confident any problem will be resolved respectfully with a long-term customer in mind! More