Acton Toyota of Littleton

My wife and I purchased a Certified Tacoma with only 13,843 miles on it. I took the vehicle in to complain about a tailgate that did not close completely and for a weak suspension. Both of these items w 13,843 miles on it. I took the vehicle in to complain about a tailgate that did not close completely and for a weak suspension. Both of these items were covered under Toyota Technical Service Bulletins that I provided to the person I spoke with when scheduling my appointment. Upon arrival, I realized that none of the information had been documented and I had to attempt to explain what the bulletins stated since I did not have numbers handy at that time. They kept my vehicle for 7 hours and called to tell me they had to order springs and that the technician did not see anything wrong with my tailgate and that they could not find any TSB for this issue. I knew for fact that the TSB called for replacement of the rear springs and all four shocks with the upgraded TRD model suspension components. I questioned why it was just springs and they confirmed that was all that was supposed to be replaced. I had to call them back once I had the TSB in front of me and have them read it along over the phone for them to order all of the parts, not just the spring. When the vehicle was there for the suspension replacement, I again complained about the tailgate being bent (stuck out almost a half inch at the top when closed) and provided them with the TSB number. When I went to pick up the vehicle, they blatantly lied to me and said that the TSB does not apply to my vehicle. I had to put a copy of the TSB down on the table and have them explain to me how this does not apply when my VIN falls within the Toyota provided range. This is when they finally admitted to having never had to do it and that they would have to look in to it. A few days later, I received a call saying that they need me to make another 1.5 hour round trip back to the dealership so they could take pictures of the tailgate to submit to Toyota. This truck had already been in twice with a specific request for the work to be done and I felt that my time and gas was worth something, to me if not to them. I took it to Ira Toyota in Milford, MA and it took all of 10 minutes for pictures to be taken and an explanation of what the TSB requires. A litte over a month has passed now and my tailgate has been replaced as well as another TSB that applies to the springs that Acton installed. To top it all off, I have finally found a resolution to the horrible squeaking my truck had since the new springs were installed. The fix... to remove and correctly install a bolt that Acton put in backwards when doing the spring swap that ended up rubbing against my frame and wearing the area down to bare metal. I attempted to contact Chuck Bradshaw to discuss the latest finding with no form of reply. Not an email or a call back. I will never bring my truck, my wife's Matrix, or my sister-in-law's Yaris back to Acton Toyota for service. The sales team is second to none as is evident by the fact that all three vehicles mentioned have been purchased there within the past two years, but apparently you can't have the best sales and service in one dealership. More

Hi, I recently purchased a 2010 Prius HB III from Hi, I recently purchased a 2010 Prius HB III from Acton Toyota. The price was unbeatable, at just $200 over invoice! (Wait till you read the rest o Hi, I recently purchased a 2010 Prius HB III from Acton Toyota. The price was unbeatable, at just $200 over invoice! (Wait till you read the rest of the review before getting too excited about the price)I had been driving my gas guzzling Ford Taurus for my daily 85 mile commute to and from work and decided to go with a fuel sipping car. Late one afternoon, in about an hour, I had phone shopped Boch, Ira, and Acton dealerships for the Prius purchase. Boch was willing to offer me any Prius they had in stock for $400-$500 over invoice, Vince Kasetta at Ira was willing to offer me $200 over invoice if I came the same day. Kevin Townshend at Acton matched Ira's offer and lured me into coming to his dealership. We live in Hudson, MA and decided to go to Acton Toyota after having read the dealer rater reviews and other accolades the dealership had won. Kevin had a silver Prius III (that we had opted for over the phone) ready for us to test drive. We didnot quite like the gray/black floor mats that came with the silver Prius (although, the interior upholstery was cream colored) and decided to go with a black Prius . Kevin stayed late in the evening to make sure we could get the paperwork moving in time for the car we had chosen. Also, I did appreciate that there was no pressure into buying accessories for the car. Since it was about 8pm in the night, we were scheduled to pick up the car the following day. What I did not like about the deal was the trade-in value I was offered for our fully loaded (leather/climate control/moon roof/new tires) albeit gas guzzling 2002 Ford Taurus (SEL trim) with high miles. It had an absolutely clean title and history with no accidents in CARFAX, although I did disclose to Kevin that within the first month of purchasing the car I had had an accident, the car war repaired at Framingham Ford. For the trade in value of the car, Ira had given an internet quote of over $2200, KBB trade-in good book value was $1800 (fair was approx $400 less). Acton put the value at $500 !! Kevin mentioned that if I am getting whole sale price for the car I am buying I will be given whole sale price for my trade-in as well. He also mentioned that the price for the trade-in could not have exceed $1000. With a bit of haggling the price was set at $750. I was hoping to get at least $1500 for my car. It was too late for me to go to Ira at that time (to see what I could have got from them), they had earlier mentioned that their offer (same as Acton's) was valid for one day only. The next day, before I went to pick up the car, I called the dealership to say that a trade in of less than $1000 is too low. They were ready to cut in a check for an extra $250, over the $750 they had valued my trade-in the day before, if I agreed to keep the paperwork unchanged. I did appreciate that although Kevin had a medical procedure that day, he came to the dealership for a shortwhile in the morning to get our car ready. Also, I had made over half of the down payment on the day I had signed the paperwork, the next day I was to pay the rest. After taking delivery of the car and returning home, I realized that they had not taken the remaining balance ($2500) of the cash on delivery. I called Tom Downing (who actually made the delivery, since Kevin was out for the rest of the day) and instead of appreciating that I am calling to make the payment I was being questioned. I did call the finance manager(Keith Mobley) and made sure that I made the payment I owed to Acton Toyota. Even after taking delivery of my vehicle, I did not have the business cards for either of the sales people I dealt with. I requested one from Kevin when I went to pick up the registration of the car later in the week. Although Bob Moran's (owner) mission statement for Acton Toyota is "Our mission is to continuously exceed the expectations of our customers and associates. Our goal is to be the 'benchmark' for excellence in every aspect of our business" I guess they failed to meet my simple expectations; also if their trade in appraisal is to be a be a 'benchmark' ; I am a bit concerned for the customers. I was lured to the dealership on an unbeatable price for a new vehicle, but then I was paid significantly less for my trade-in. I have taken note of their lower trade-in appraisals in other reviews as well. I will hold this grudge against them unless they do something to make up for this bad experience that I had. In a nutshell, if you are trading in a vehicle along with a your purchase, you might want to visit a couple of other dealers, before zeroing in on Acton Toyota or any other dealesrship. Do your homework, well. I think I made a mistake of visiting just one dealership (Acton) based on the dealer rater reviews. I cannot whole heartedly recommend Acton Toyota based on my experience, I will recommend it with some qualifications. I wish my experience was as good as most other dealer rater reviewers. The dealership otherwise "looks" fabulous, I will in all probability have my Prius serviced here(unless the service experience turns out to be bad as well) since it is closer to where we live and I am relying on the "positive" dealer rater service reviews. Regards, Vikas Sinha Hudson, MA ---update 11/29/2009---- I contacted Ben Koller (Internet Sales Manager) via e-mail who promptly replied back and was genuinely concerned about my purchase experience. He talked to senior management at the dealership to improve the situation for me and make me comfortable with my purchase. I also had an opportunity to talk to him via phone; he was polite, courteous and very professional. He has offered me 20,000 bonus Acton reward points which translate to about two free services for my 2010 Prius at their dealership. I am looking forward to have my first service done @Acton Toyota. I am very happy with Ben's professionalism and handling of the issue. I am sure managers like him are vital to sustain the great ratings for the dealership. More