Hartford Toyota

My business with Hartford Toyota began in July of 2009, when my husband and I moved to Connecticut from the city and needed to purchase vehicles for our new suburban life. We bought 2 vehicles, one Corolla when my husband and I moved to Connecticut from the city and needed to purchase vehicles for our new suburban life. We bought 2 vehicles, one Corolla and one Yaris. We spent extra money on both vehicles to purchase the Hartford Toyota "Advantage," which has proven to be quite the disadvantage. Our initial buying experience was so-so. We both received just one key to each vehicle (promises of a second key never came to fruition). Similarly, the Yaris did not come with an Owner's Manual, which was odd, but we were told it would be mailed to our home shortly (it never arrived). After several more calls and emails over the course of many months, I was told I could go to the dealership and pick up the manual - despite the inconvenience, I drove a half hour to pick it up, only to find it was a manual for a Yaris hatchback (I own a Yaris sedan) and it was for 2008 (mine is 2009). Such small yet important details couldn't be completed to satisfaction and I was sick of wasting my time and energy trying to get keys and manuals (both of which should have come with our vehicles upon purchase and pick-up) so I just gave up and bit my tongue, a bad taste of the dealership still in my mouth. Over the course of the next 2 years, we proceeded to take both cars for routine maintenance oil changes, always on time, and always at Hartford Toyota (to maintain the Hartford Toyota Advantage, you must bring it to their dealership only - which is fair, if they provide fair service...) One of the components of the "Advantage," and the main reason we purchased it, was "Free Tires For Life," which means that your tires are free as long as you have your oil changed on time and always at their dealership. One major problem is that Toyota's need oil changes every 5,000 miles - which we stuck to - but the 3rd party tire company only gives you the free tires if you have your oil changed every 3,000 miles (which is unnecessary for these vehicles, even by the dealership's own admission). So right away they try to make you ineligible for the program. Secondly, they require a tire rotation with every oil change in order for you to maintain the free tires program. Again by their own admission, the dealership often will say the tires don't need to be rotated with every oil change. So we wound up paying an extra $40-something every time, just to maintain eligibility in the program. It's as if everyone we spoke to told us a different story - some service people said we could get away with not rotating the tires as long as they notate on our account that it was looked at and not needed, and other employees said that would automatically disqualify us. No one was on the same page, and no one wanted to take blame. Fingers were pointed, and even the phrase "I'm just the messenger" was heard on more than one occasion. Not good. Hartford Toyota never accepted responsibility for the absurd requirements of the program and the blame was always put on this anonymous "third party." Then perhaps they should be more selective in their choices of partners, and if they can't stand behind it then they shouldn't put their name on it. I don't care about the third party's fine print - I bought the HARTFORD TOYOTA Advantage and I expect HARTFORD TOYOTA to help me out on a product I purchase that they put their name on. The kicker: on my last visit to Hartford Toyota, back in early 2011, which was and will be my last trip there ever, I was provided an oil change and tire rotation, per usual. My husband's vehicle had the same done. One important bit of back story is that my husband's vehicle had bald tires. They desperately needed to be replaced, and they had been telling him for a full year at that point that he needed new tires. No problem, one would think. We had followed all the rules, always gotten our cars serviced on time, displayed loyalty taking the vehicles to only this dealership for servicing, and even shelled out the extra cost for unnecessary tire rotations (on top of the cost for the "Advantage" program itself). So we should be covered and receive the free tires that the car very clearly needed, right? Nope. The tire company requires the tires to be at an incredibly unsafe, NOT recommended level before they will replace them. The tires were already dangerously low. It was as if they were just waiting for an accident. Repeatedly, they told us "next time you come in, they should be low enough to qualify." Then when the next time came, the story was the same "not low enough yet - next time," and so on. After my oil change and rotation, I go over to my husband and hear that he has been told this run around yet again - and it sounds as though they won't honor the tire program because we followed the dealership guideline of oil change every 5,000 miles instead of the random tire company's policy of every 3,000. After all of that, it was becoming obvious we had been had. I politely thanked the woman who checked me out for the service done on my vehicle, and left. The next day, I received an email from the dealership asking me to complete an online survey. I completed the survey and provided feedback, including that I would never return to their dealership again and that I was extremely dissatisfied (why would I go back after such horrific treatment and the obvious fact that the free tire promise would never be fulfilled anyway? If I can't get the free tires, I have absolutely no reason to ever go back there). A few hours later, I received an angry, nasty, completely unprofessional voicemail from Shannon, the woman who rang me up for my oil change the day before. In this voicemail, she was literally yelling as to why I gave her a bad survey, since my oil change had gone completely fine, I didn't need new tires yet, and I hadn't mentioned my missing manual to her (all points I had made in my survey feedback). Well, Shannon, I did not realize this was a survey about you personally as an individual. You are right, there was nothing wrong with my oil change or servicing. However, I am completely dissatisfied with your dealership as a whole, and I am refusing to bring my business to it ever again. And your dealership also failed to mention this survey was specifically about you as a worker - it appeared to be a survey about the company. Despite her uncalled for remarks and tone, I kindly returned her phone call and left her a message explaining that I had no complaints regarding her ringing me up for my oil change - and that my dissatisfaction was for the dealership and the fact that, although my vehicle didn't need tires, my husband was being given the run around and I knew I would get more of the same when it was time for my tires to be replaced too. I left my phone number and never got a call back. Nice. True to my word, I never went back to Hartford Toyota. Knowing I would never get my free tires anyway, I decided to cut my losses and take my business to a place that treated me right. I have been getting my oil changed (and tires rotated only when recommended) right down the street and couldn't be happier with my car's performance and the customer service I receive. Since, on the date of the above-mentioned incident, my husband was told "next time" he could qualify for the tires, he went back today for the final time. They told him 2 of the tires qualified and he needed to wait until all 4 were low enough to cause a serious accident. Well that was it - he told them to not bother with the tire rotation, he was done with them, and he would shop for tires somewhere else because this place is just beyond ridiculous. He had been told the tires were dangerously low for well over a year, and he didn't want to risk going through another winter on bald tires. So now he is buying tires elsewhere and will be taking his vehicle for oil changes and servicing at the same great place I go. Bye, Hartford Toyota. We will never do business with you again. We were fools for letting you string us along for 2 years, and we hope this review helps others to not be as foolish as we were - just go elsewhere in the first place. There is a reason why Hartford Toyota has an F rating with the Better Business Bureau, and Stephen Toyota (in Bristol) has an A+ rating. Hartford Toyota needs to learn good customer service, because they have absolutely no sense of it. It is common sense that a happy customer is a repeat customer, which will earn you more business both from them and from their family, friends, colleagues, etc. And a dissatisfied customer is one you will lose forever, and lose potential business from their family, friends, and colleagues. I will be sure to tell everyone I know to stay far away from Hartford Toyota. They should really start thinking twice about their customers and how they treat them - maybe taking a small loss to help a customer out (and do the right thing) will be profitable for them in the long run, when they come back time after time and bring in referrals. Refusing to do the right thing because you lose a little money up front, makes you lose way more in the end. We gave them more than a fair chance and I wish that things could have been different, but this dealership doesn't seem to want to do right by their customers. There are ones out there who go out of their way to make things better for their customers, and those are the guys that deserve your business. More

I leased a new Camry here and was pressured into buying a "lost key policy." Low and behold, 8 months later I was glad I did...because we somehow lost both sets of keys. HOWEVER...when I showed up to g "lost key policy." Low and behold, 8 months later I was glad I did...because we somehow lost both sets of keys. HOWEVER...when I showed up to get the keys replaced, I was told they no longer honor the key policy and that I would have to pay $250 for ONE key and another $50 to program it. Needless to say, BOTH the loan officer who helped me AND the salesman are no longer with the dealership. They might treat you nicely at the door, but in the end they will stick it to you. BEWARE OF THIS DEALERSHIP. More

My husband and I were searching for a Truck after owning one for 22 years. My husband had done quite a bit of research online so we were pretty savvy knowing the makes and models available. We were not s one for 22 years. My husband had done quite a bit of research online so we were pretty savvy knowing the makes and models available. We were not sure exactly what make but started at Hartford Toyota being interested in the Tundra. We were very fortunate to meet Guy Pagliano, our sales representative. He took the time to tell us about the Tundra and other make trucks and why the Tundra was superior. He validated what we knew and he was extremely knowledgeable. My husband and I left to go to other dealers in the area to do our due diligence. We went to a couple other dealers and determined that the Tundra was for us. Hartford Toyota didn’t have the color or style we wanted so we knew they’d have to do their homework to get us a truck. I called back a couple days later and Guy was unavailable due to an accident. I then spoke with the Sales Manager, Bill Filiault advised him of the situation and that we wanted a specific model/style and the reason we were buying from Hartford Toyota was because of “Guy”. Bill started the search for what we were looking for but then, of course, as a sales manager he had to hand this over to Rich McAllister Jr, Internet Sales. Rich and I worked together and he found a couple of vehicles that we could pick from out of state. We decided on one from New Jersey and Rich was able to seal the deal with the them. We went in that day to give our deposit and Guy was back on board and helped us through the rest of the sale. When the vehicle arrived at Hartford, my husband and I went to pick it up and sign all the paperwork. Guy took the time to walk us through the entire vehicle from top to bottom so we knew how everything worked. We are very pleased with the teamwork of this dealership and would highly recommend them. More

I always receive exempalary service from this location. I have never had to bring my car back for a "return fix" done right the first time. Staff always makes me feel at home, part of the team. Doug always have never had to bring my car back for a "return fix" done right the first time. Staff always makes me feel at home, part of the team. Doug always goes the extra mile to make sure my needs are met, Ed always has a smile and a sense of humor and reviews everything with me, Danielle always fields my calls promptly and with care. This team cares about the customer.They really do go the extra mile. I have been working with Doug for 284,000 miles and look forward to another 200 plus. Jan in rentals always ready to help and provide a nice rental vehicle when needed. More

My new lease (Camry XLE 2011) is my second lease from this dealership. I found Andrew Lombardo to be a very courteous and friendly person. Andrew helped load my bluetooth cell phone into the Camry system this dealership. I found Andrew Lombardo to be a very courteous and friendly person. Andrew helped load my bluetooth cell phone into the Camry system, and also assisted me in setting up my favorite radio stations. Andrew exhibited many of the qualities that made me feel comfortable, during our lease procedure. Eduardo, who was responsible for entering the lease into the System, had to have program altered to accept my One-Pay lease. Ed kept me well informed as to progress on lease. Cory, from service, was very helpful in insuring that my ordered body side moldings were installed while I was completing and signing my new lease. More

This is our 3 lease with Hartford Toyota and, as usual, we felt we were treated with respect and honesty. From the time we walked in the door we never felt pressured or hurried. The paper work at pick up we felt we were treated with respect and honesty. From the time we walked in the door we never felt pressured or hurried. The paper work at pick up was not confusing or rushed. We excpect to return at end of this lease to the same great service. More

The dealership was very accommodating in quickly volunteering to send me pics of the car when I was only making a phone inquiry about it. When unsure if they would be sending the pics to the right p volunteering to send me pics of the car when I was only making a phone inquiry about it. When unsure if they would be sending the pics to the right place, they immediately contacted me to try & be sure. When they couldn't reach me, they did their best anyway & succeeded w/ correctly documented info. that I'd given them on the phone. Later, the Business Mgr. worked well w/ making a deal on the car w/ me. The salesperson he assigned me to once I showed up to see, test drive & buy the car has been very pleasant & professional. Others that I've dealt w/, from the receptionist to 'the finance guy' to the cust. svc. mgr. have all been very friendly & professional. I would go back again. More

tERRIBLE TRIED TO RAISE PRICE AT CLOSINGS. Then pretended to except cancelation and next day refuseed to give refunds. Beleive nothing that they say. Promises disappear pretended to except cancelation and next day refuseed to give refunds. Beleive nothing that they say. Promises disappear More

My experience with Hartford Toyota was excellent. Luis and Chris made the entire process easy from start to finish. I would do business there again in a heartbeat and highly recommend this dealership. and Chris made the entire process easy from start to finish. I would do business there again in a heartbeat and highly recommend this dealership. More

I purchased a 2011 Toyota Sienna minivan from Hartford Toyota. I first went to Lynch Toyota in Manchester and had a negative experience. Both Kevin and Jym were a great to work with and a left feeling l Toyota. I first went to Lynch Toyota in Manchester and had a negative experience. Both Kevin and Jym were a great to work with and a left feeling like a got a great price and good value for my trade. I would recommend anyone looking to purchase a Toyota stop by and ask to work with Kevin or Jym. More