DCH Brunswick Toyota

My experience with DCH Brunswick Toyota was very pleasant. This is my second car that I lease from them. I am very happy with the way they take care of the customers. I feel very relaxed and comf pleasant. This is my second car that I lease from them. I am very happy with the way they take care of the customers. I feel very relaxed and comfortable selecting the model I wanted to lease. Mr. Ronnie Lara was very helpful and professional. I am very thankful with the support I received from him and his Sales Manager, Mr. Luis Mejia. I definitely will recommend this dealership to all my friends and family. Thank you so much for all your help! More

Background: What can I say, I hate buying new cars. I have tried visiting car dealerships every 4-5 years since I had bought my first car in the USA. Alas, the experience got me so repulsed that each tim have tried visiting car dealerships every 4-5 years since I had bought my first car in the USA. Alas, the experience got me so repulsed that each time the decision was to still keep my old car a few more years. This has been going on since I had bought my first car in 1990. I was not able to replace that old car ever since until Dec 15th 2011 when I took ownership of a new 2012 Camry Hybrid XLE from DCH Brunswick Toyota. Every few years starting from 1990, I have tried buying a new car. I have done the usual process, doing research to decide what the best car is for me. Have read about different cars’ features and considered experts’ reviews. Then have selected the dream car model I want to buy and went to look for a dealer to buy it from. This last step of the car-buying process, has not worked well for me for a very long time. So what has changed this time? My very old car showed alarming signs of just about to break apart. It was clear I needed a new car this time. However, this time I have decided to do the buying process differently. Instead of searching for the “best car,” I have decided to compromise on the car, and first find the dealership I want to do business with. You see, dear readers, I was in an urgent need to find a dealer I can trust. One I cannot just buy a new car from, but one who will handle my future car needs including service and a fair trade-in every few years. I wanted a dealer that does not give me the feeling I am being cheated, over charged, or whom is suggesting unnecessary repairs or services. This time I was first looking to find the dealer even if I have to compromise on the car I end up buying. Needless to say that after buying my first car in 1990, I have never returned to that dealer again for service. Most of the time I had service at independent chains repair shops or ar oil change places. In 1990, I bought a base car model with no fancy options. While that car had many things that went wrong over the last 21 years, those mainly were maintenance in nature (brakes, tires, battery, etc). The critical car components such as the engine, transmission, A/C, electrical, etc., worked fine. Amazing if you consider that my old car was a 1990 Pontiac Grand Prix LE. At the time, GM has not done the best job to build such cars reliably. Perhaps the lack of dealer service and the minimal add-on options helped in keeping that car for so long – no fancy electronics or expensive options to malfunction. On the other hand, having to do break jobs for example, repeatedly, just few months after the warranty on such has just expired, raises the question if using third party repair shops, which may use second market replacement parts made to last just up until their warranty expires, makes economical sense. Hence, I needed a dealer I can trust. I wanted to be able to trade-in a car every 5 years or so for a new one. Not luxury models, just mid-size main market cars. A nice car indeed, but not a super fancy one. Not the cheapest midsize car, I like my comfort, but not leather, bells and whistles etc even if I can afford such. For 21 years, my loyal 1990 Grand Prix took me to places. However, the time has come for a change. I drove a car older than the one the janitor had, I had the oldest car on the parking lot, so reluctantly, I had yet again to venture and try to buy a new car. The search: While I was looking for what new car to buy for a very long time, the looking to select the dealer first has started around May 2011. Indeed, it has been a journey, which ended with me buying a car half a year latter. As you know, dear readers, this site too has been a good start and source of information for my search. So here I would like to share with you my experience. First, the internet, as you know, is a vast source to look for information. Rather than to physically go around from dealer to dealer (impossible if you want consider 50 dealers), I wanted to see how dealers would respond to emails, questions and price requests through various price sites (I wont mention here names but I am sure you can figure those out, if you are reading this post. If you are familiar with this site, you are ahead in the buying process compared with someone whom just responds to an ad in a newspaper or just stops casually at a dealership near home without any further research). In my search, I was not just looking for the lowest price. I wanted to know the dealership, the team, the management, and the way they handle my email and phone questions. Of course, I read many on-line forums and dealers/cars sites such as this one, to get additional information. I looked for complains, for things that went wrong and I weighted such far more than the 10x numbers of positive posts or comments since I think people usually do not bother to complain. If something is wrong, they will simply leave never to come back to the dealer. If they complain in a forum, it is because they perhaps want to get even. Alternatively, maybe they lost so much time and got so frustrated that they want to spread the bad experience, in a hope to warn others. I have considered such negative feedback carefully, but not literally because of the above reasons. In reading such negative reviews, one can try deduct the real issues or real problems and the attempts the dealer made to solve such. I have done such research not only on the review experience of buying a new car, but also on the service as I was looking to have a long-term relationship with the dealership. Also looked at those buying a used car, just to see how that worked (buying used cars are the most notorious for problems as you know). At the end of this process, I came up with 3 finalist out of over 50-60 various mid-size car dealers (non luxury) I have considered, which I felt comfortable doing business with. I will save you the many emails, calls, and discussions I had to reach to such a decision but I hope you can imagine from above, that this has not been an easy nor a simple process, nor is it a sure thing it will work. Only time will tell, of course, if I have been correct or not. Given my difficulties to buy a new car over the past 21 years, one can understand the hesitation I feel with this result. So I had 3 final dealerships and the next step was to decide on which car to buy from them. The winner was a Toyota Camry Hybrid XLE. Perhaps such good initial contact was thanks to the dealership’s internet department. While I feel some dealerships still think they can do business in the 20th century style, this dealership fully understands the new way of selling cars to customers who are well educated and informed. The internet has changed things drastically. I cannot believe some dealers still think they can get you into their dealership and activate their "process" designed to pressure you to buy a car on the spot, while you have no information or time to think. For that, Andrea Nieves the internet marketing person, and Jason Cohen, Internet Business manager are to be praised for a job well done! Customer Service: Well what can I say here? First, to have the dealership general manager, Ray DeSimone, personally answering the many emails I had sent him is amazing (and most emails were answered very quickly as if Ray is connected 24/7 to the internet - indeed he is well familiar with the iPad and iPhone marvels). Without exaggerating, perhaps he has answered over 100 emails over the past 1/2 year I was looking for a car. To give you an idea on some of the issues in those emails: The 2012 Camry model was not yet available at the time I wanted to buy a car. There were "rumors" of such a redesigned model with some "information leaks" on various details (have I mentioned you need to read the web and be very informed?). Many emails went with such to Ray and while he did not know the info himself he tried his best to find out. I ended up placing a special order or what dealers call preferencing, with exactly the color and options I wanted (no moonroof). Further, I have paid no deposit on the car while placing this special order (so I could just walk away any time). I went for a long trip out of the country, while the car has arrived during the time I was away, it was waiting for me when I got back, marked as sold, with my name written on the keys, which were hidden so it will not be sold by mistake by another salesperson! I asked you, dear readers, have you experienced such with other dealers? This goes even further. During the buying process, I have signed a number of documents (many signatures going on there...be ready). While some had a small print hard to read at the time (have just come back from travel, not sleeping 48 hours, jetlag etc), the amazing thing was that I was able to change the conditions even after buying the car and signing the contract. I signed a new contract, as I did not like some clauses on it and I asked what if I do not sign such, (originally I did not know and thought all clauses are mandatory). The general manager has agreed to change the contract even after I have signed! Again dear readers, I ask you, does your dealer do that? I thought I have discovered a new method to buy cars with the above process. However, I have found out that the DCH group philosophy is just what I was looking for. Not only that, but they allow you to change your mind within 3 days of the sale and cancel the deal. To find the place on the web and read more (since I cannot post a URL here) please search the web for "test drive the dealer”. This is indeed test-driving the dealer before you test-drive the car! Well what can I say? My "process" has been the basis of DCH way already! Smart very smart. Where have you people been so far? I could have bought a new car long ago. Alas I only have found out about this dealership now. Looking deeper into the background of the DCH group and the founder's philosophy of business and background revealed that they believe exactly in what I was looking for: long term and fair relationship with customers! Well I have found my dealer! I do not expect all will be perfect latter on, but I know there will be an open ear and a manager that will make things right. Even if in some situations, things will be not quite OK because of a salesperson or service person, I believe that my relationship with the dealership has been established and that things will get fixed, as with my contract, if needed. Does your dealer do that? But the best of all, I believe you too can get to have exactly such relationship. Try writing the general manager a note and see for yourself... Quality of work: I can say the people were all nice no issues at all. Ray Medina, the salesperson, is a very nice indeed; he is your agent at the dealership! Be nice to him too. It is not easy to be a salesperson and he is the one who needs to do all the paperwork and set things in motion. Patrick Steadman, the F&I (Finance and Insurance) manager, is a charming person. While he will try to sell you various options and extras, such as extended service and warranty, please know that this is his job. If you feel pressured just nicely say no, and he will stop. Understand that others may want various services and additions so he is just offering such. If you buy such with a new car and finance, you may be able to add those as part of the financing. As I have paid cash, I have not bought any as I can do so latter if needed or if I want to. Of course, as always, it helps to be focused and know what you buy, and do your homework and decide for your situation what you need to buy and when you want to buy it. While there were small misplacements - my second set of keys was missing including the security tag code to replicate a key if needed, when I picked up the car - these were quickly solved. They found the second key set and tag, as soon as I got home. I had a call from the dealership, Lisa Ocasio General Sales Manager, all apologetic and repeatedly feeling sorry to a point I had to calm her down and said it is not a big deal called me about that. You can imagine I would not have taken a car like that from another dealer having a second key set missing. Lisa is yet another charming person of the team there by the way; she called me home explaining that in the process to save that car for me until I returned from travel, the keys were put aside, so the car cannot be sold to others by mistake. I took ownership of my spotless clean car with a full tank of gas. Another buyer who knows Lisa and Ray DeSimone from another dealership they used to work at, has mentioned his past trust. He wrote he would buy any car they sell. This shows how great is the trust and how strong is the relationship. Indeed, I can see why. Friendliness: From above it is clear that this dealership is very friendly. All people and managers whom I dealt with (including Alan Carter, Ray Medina’s manager, both whom by the way, were hired by Ray DeSimone from another dealership – what a good hire!) were all in a good mood and friendly. Alan has a dry special Jewish humor, maybe he should try for performing stand up comedies, He could be a star I think. Ray Medina has signs all over his office with positive messages such as "no negative attitude given" etc. He even has his own personal fridge, and buys his own drinks. He offers such to his customers (his own doing, the dealership does not pay for such). The coffee there is great. They have a nice coffee machine (including in the service building, as well as having WiFi internet and a few computers for customers waiting for service there), and they have real cream to go with it (not those white powders). Ray Medina not only was super friendly, but he actually has come the next day to prepare my car for delivery, even though it was his day off. He came especially for me. I felt bad when I have found out he did such, but he was all smiles and friendly. The dealership even promotes good driving for teenagers (as a message from DCH group) and other good habits such as do not drive and text. While I do not know if my experience will be similar with what others will feel or get (e.g. no deposit for special order etc), I am quite sure that once you are established as a long-term customer, this is how you will be treated, with respect and as family! Price: The price is typically the topic on which a lot of time is spent and a source of great aggravation. So what is a good price? What is a fair price? What is the lowest possible price? What is the dealer's cost price? These are very difficult questions to answer for us buyers. As I was doing my research, I found that the car dealership business is very complex. There are many ways dealers make money on cars, not just on selling it for a profit. For example, car makers provide dealers a bonus for meeting quotas/milestones or when special focused campaigns, promoting certain models or accomplishing a mission are going on. I can just say we consumers, are far from knowing much about this complex business. All we can do is to try be as best be informed as well as possible. Use the internet, read various forums, and read on-line what others have paid for their cars. The competition is very strong and in my area, there are at least 3-4 Toyota dealers around (maybe more) within 10 miles or so. So have I paid the lowest possible price as per what I have found out from my research? No. Perhaps the price was about $500 or $1000 above what would be the cheapest/best going on price at the time as reported by other customers in various forums or by those services offering a no negotiation price. I was happy to pay more and did not negotiate the price really. The general manager himself has set the price. I do not know what others are paying at this dealership but given all the above experience, I think the price was fair. In addition, consider I had no unwanted extras, no extra strips, and pins, and useless gimmicks that inflate the price first before a "discount" is applied. Such gimmicks common in some places can easily add to $1000s extra fluff. I also got a few $100s for my old car as a trade-in, which saved me the need to sell it and do the paperwork myself. Even if I could get few $100s more, selling to the oil change person who wanted it, the headache was not worth it. So overall, I am very happy. The extra $500 to $1000 is but 2 to 3% of the total price of the car, which is not that significant to me, but the relationship I got out of this is priceless. As an added bonus, it happened that during the time I bought the car, Toyota was giving away $1000 Toyotathon rebate debit cards. I got one of those already and have applied it towards my home tax payment. Therefore, overall, a great deal in my case. Can you get a lower price? Yes, I think you can as each dealer has different cost base from which they can afford to discount the price, but you must understand that the dealer needs to make money too. If you pay 100% or more markups for retail items in stores, you would maybe be shocked to know, but actually many pay such and more. I do not think there is a 100% markup for cars, and many people need make a living out of this at the dealership. Especially if the car is mostly reliable, as you would expect from a Toyota, and the dealer needs to keep a business going, including the service dept, body shop, etc - its hard to do all this only out of selling oil changes or tires once every few years. Hence, I think the price is OK and I only gave it 4 stars because it is not absolutely the lowest I knew I can get from other places around my home. Overall experience: well obviously its 5 stars! While perhaps, the price is a bit higher than other dealers around here, I believe the many other advantages dealing with this dealership outweigh the extra cost. Hence, I would strongly recommend this place to all. Do not be fooled by the small older building this dealership is in (their service building is separate and modern). It is what inside that counts and all the team there and the DCH group want your business on a long-term basis. If you experience an issue, do not worry, go and calmly talk with the next level manager. You know that the general manager is there if needed as well as the DCH group. You would probably not need them. It was just my luck to have such a contact, which only happened as I was waiting on the redesigned Camry, based on the rumors at the time. Otherwise, I probably would have done very well with the sales person, Ray Medina and his direct Manager, Alan Carter. When I have returned to the dealership to install my license plates and get the registration paperwork, Ray DeSimone, the general manager, took me in his v6 Camry, to see the new body shop facility he has built and to introduce me to the director of service, so I have a contact for the future. The body shop is a huge building inside (from outside you may think it is a small place but that is because it is a long building and only a small front is visible). While I sure hope I will not need such a facility, it is good to know that they can do all body/paint work. As I have my relationship with this dealer, I know I will get original parts installed and not cheap parts from third party makers (what is going on with body shops, insurance etc. is yet a topic to do another review on). Ray took me then to meet Rich Mootz, Director of Service, and Mike DeAngelis, Service Manager and has introduced me to them mentioning my background attempting to buy a car for years (as if I was part of his family). Rich has already reached out with an email note just after buying the car and introduced himself stating if I need anything, I should not hesitate to talk with him. My comments were that I know they will take good care of my car, as I am just driving it for 5 years or so, after which, it will return as a trade-in to the dealership when I get my new car then. So I told them take good care of this car you will need to sell it latter on to someone else. From my part, I will keep it clean so to maximize the value for the next owner. As you can see dear readers, I do not want to keep a car again for 21 years! Just so you know, this review is real, I have no compensation or discounts (paid higher than the area price actually) from this dealer (even have rejected their referral fee card scheme where they offer to pay $135 if you refer a customer and give that customer additional $135 discount, as I do not want any compensation for anything). I am sharing my story in a hope that it will be helpful to others out there that, while not in the extreme situation I have been in, may find it so hard to buy a new car. Enjoy the experience with this dealer! Treat them as family as they will treat you as such and be fair. More

Good customer service provided. Sales person provided all information which was asked and coordinate with customer nicely. Meet and greet services are excellent. Overall satisfactory experience. information which was asked and coordinate with customer nicely. Meet and greet services are excellent. Overall satisfactory experience. More