Stapp Interstate Toyota

I'm a return customer having bought an FJ cruiser from them, they have continued to contact me about trading in my fj. I came down on sat 11/27 to look at a white on white fj they had. I spoke to Bill, (s them, they have continued to contact me about trading in my fj. I came down on sat 11/27 to look at a white on white fj they had. I spoke to Bill, (salesman), as well as Art Stapp, (the owner). I told Bill I was interested in the vehicle and that I would come down on the following tues with my trade to work a deal. Bill actually called me tues morning to verify I was coming and what time. I told him 2pm I'd be there. When I got there, Will the sales mgr. went to get Bill. We waited about 15 min for Bill to come down. Bill then informed me they had sold the vehicle and to an internet buyer sometime before. I left and the more I thought about this the madder I got. I called the dealership back and Art Stapp, (the owner) called me back. I told him of the dealing and his response was to defend the salesman and dealership. He said that he's there to sell cars and that because I hadn't put any cash on the line that he was free to take the internet offer. My problem was that I had told them when I would be there and even confirmed just 2 hours before what time I'd be there. I was a returning customer with a history with that dealership. Art's response to me was that 4 out 5 people who say they are coming don't, and my response back was that I have a history with them having spent 33,000 with them, they had been calling me and that I had said I would be there. There was no offer to find another vehicle, nothing other than defending their actions. Though I don't fault them for selling their car, I would have taken care of the "Existing" customer that they had pursued and who they had a commitment from. I guess that customer service and or customer loyalty mean nothing to Stapp Toyota More

Employee(s) I worked with: Bruce Harrington, Justin, Adrienne Would I recommend this dealership? Yes Review: I have visited The Stapp Toyota Dealership at various times trying to get an idea of Adrienne Would I recommend this dealership? Yes Review: I have visited The Stapp Toyota Dealership at various times trying to get an idea of what was best for my family. It was with Bruce Harrington's experience, guidance and professionalism that I bought a brand new 2011 Sienna LE. I provided him a list of items I was looking for along with the peace of mind I wanted for my wife and children as they would be the primary passengers. He gave me multiple options and then took the time to hunt and do all the leg work for me via phone and email. It was very simple as he had everything in order from start to finish. Taking the time to stay later than his schedule required to meet my demanding schedule and then taking time to get all the paperwork ready for signing on his day off. Going in to sign paperwork was fabulous. I worked with Justin and Adrienne. Was like buying from a friend!! More

In August my husband I bought a new 2011 Camry from Stapp Toyota of Frederick. Firstly we loved our saleman Justin Thornron, he was patient kind, thoughtful and listened to our needs. We scheduled an appoint Toyota of Frederick. Firstly we loved our saleman Justin Thornron, he was patient kind, thoughtful and listened to our needs. We scheduled an appointment with him ahead of time to shop for our new car, and we were able to also find out from Brian Stapp what financing adavntages we qualified for prior to coming into the delaership. Walking into the dealership was fabulous Justim was waiting for us and the team at Stapp were wonderful and welcoming. we picked out new car in record time, took a test drive, went over all the features and maintenance, signed the paperwpork and were on a way in less than 2 hours. We would highly recommend this dealership as the place to go for quality,service and wonderful automobiles... James and Sheila More

3-20-2010 - When I stopped by to complain a couple of days ago about their not finding the parasitic drain on my battery a while back, (but still charged me $98), the service manager was cold, indifferen days ago about their not finding the parasitic drain on my battery a while back, (but still charged me $98), the service manager was cold, indifferent, very unaccommadating, and didn't give a hoot. He just sat there with a blank look on his face...oh, besides the smirk, like I was crazy and didn't know what I was talking about. I had just left another place that did find the drain, which simply turned out to be a tachometer wired wrong. When Toyota looked for the drain, as I paid them for, they just pulled one wire off the battery, assumed that was it, told me that was the only drain, and didn't go any further. They caused me over four years of grief and stress, wondering why I had to put in the fourth 5-year battery in the last four years. (Thank God for Sears, they just put in this fourth battery, no charge, out of warranty even...at least they care about their loyal customers!) I was stupidly defending Toyota all this time to other mechanics, saying Toyota thoroughly looked for any drains. My mistake , there. But the man's attitude at Stapp Toyota is what bothers me the most, now, and I haven't been able to rest since. He told me it was fine with him if I mistrusted Toyota and never came back for service, right to my face. Is that how you treat someone who has been driving a Toyota for nearly 30 years, and has spent countless moneys at their dealerships? I've loved all three of my Toyotas, they are great vehicles, but this is not my first bad experience with their service departments, and it was the last straw for me. I just can't believe this is how they treat a longtime Toyota loyalist, and they need to take a long hard look at the man they have running their service department, and how he treats a less than satisfied customer. I plan a scathing letter addressed to the Stapps, maybe after that is done I will be able to sleep at night. And as for the service manager at Stapp Toyota, you stink at your job, you totally lack customer service skills, and you don't care if your mechanics are thorough, not to mention caring about customer satisfaction. Maybe you should seek a different type of job, maybe back in the grease pit. You are not doing justice to the Stapps or the Toyota name...and especially considering all the hot water, recalls, and bad reports Toyota is neck deep in right now! I shouldn't have been so civil and calm to him, should have made a real scene and yelled a lot, but that's not really my style, I don't like confrontation. But he sure didn't like it I guess when I smiled and glanced to my right and left and said people shouldn't get service here, that's when he actually said he thought I should leave. Kind of an over-reaction, to me, especially when I managed to keep my cool. Truth hurt? I still left with a smile, and said this was not the end, and it is not. I know a lot of people. I will spread the word about your service department, as is my right. He could have handled it much better, maybe make even a small attempt to renew my faith in them, but he doesn't give a darn. So, I guess he's your problem. My new mission is to be sure to reach as many people as possible about how awful your service department is, and if they make the mistake of using you for service and they end up unhappy, they're most likely on their own. It is so not my nature to burn even the smallest bridges, but he's left me no choice, nobody treats me like that anymore. Good luck, I think you may need it. More