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Irwin Toyota
Laconia, NH
1,501 Reviews
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August 15, 2012
BECAUSE I WAS SO DISHEARTENED BY MY EXPERIENCE, I SOUGHT TO CANCEL THE PAYMENT WITH TD BANK IN ORDER TO FORCE A RESOLUTION TO THE PROBLEMS DESCRIBED BELOW. I ALSO WANTED TO BE HEARD BY MANAGEMENT AS THE SE TO CANCEL THE PAYMENT WITH TD BANK IN ORDER TO FORCE A RESOLUTION TO THE PROBLEMS DESCRIBED BELOW. I ALSO WANTED TO BE HEARD BY MANAGEMENT AS THE SERVICE MANAGER CLEARLY DID NOT TAKE MY CONCERNS SERIOUSLY. HE WAS "CLEAR THEY HAD NOT MADE A MISTAKE". BELOW IS THE LETTER I SENT TO TD BANK REGARDING MY EXPERIENCE August 15, 2012 Debit Card Investigations TD Bank PO Box 5400 Cherry Hill, NJ Dear Sir/Madam: This is the first chance I have had to look at this material. We have been concerned with the care of a terminally ill person. Certainly I will be sending a copy of this letter to the Irwin Motors dealership management and owners. I may try to publish it on the web. I am completely befuddled by the action we were forced to take by Irwin and the small but obvious details they left in disrepair – all the while placing us in an untenable position. Our bottom line – the tail light configuration and the horns did not need to be replaced. These items in the repair came to $450 – $500 of the total repair. The repairs managers claimed again and again these components were not working. YET - we have the testimony of 3 people – who have nothing to do with this issue – the lights and horn WERE working – until the VERY moment we drove the car into Irwin. What choice did I have with a car that belonged to a dying person from Massachusetts – other than to fix it? The goal was to get the car back to our dying friend. I therefor paid the price – however - I will not let the issue go without expressing my unhappiness and sense of wrong doing/lack of skill on the part of Irwin. Additionally and worth noting - in spite of these substantial and costly components being repaired to the tune of nearly $600.00 - some very small things were not repaired. As you can see from the photo – the hood latch was left disconnected - the wire protruding from underneath the dash!! Since the problems were electrical we also asked that they find out what is wrong with auto key - to open the doors electronically. We were told that the electronic key had been tampered with and that would require an additional installation; two or three hundred more dollars! We chose not to do it. Upon closer inspection – we tried a simple thing – we replaced the battery in the key. Obviously the electronic key that opens the doors was never tested. I can provide a video that indeed – this electronic door opener works very well. It simply needed a battery change. This is a superb example of NO pride and/or no concern for the customer - or their workmanship. More Background: As mentioned above we are caring for someone who is terminally ill. Because of her illness – our friend let her insurance lapse and then was in an accident. We decided to take it upon ourselves to see if we could get the care repaired. We brought the car from Massachusetts to NH. In mid- July, we brought the 2005 Camry to Irwin to get an appraisal on the physical damage ($2900). It was clear at that time – to the Irwin Toyota technicians –the rear tail lights would not shut off without removing the fuses each time the car was shut off. IN OTHER WORDS – they were operating then – just not correctly because of a short. Likewise the horn would not stop beeping without removing the fuse. (In other words – they worked!) The point of sharing these details – is that by admissions of Irwin’s own technicians – the lights and horn were working. They lit up – the horn beeped. They told us why they would NOT go off! A short - fine – that makes sense. The car was brought to a less expensive auto body shop (since the cost was out-of-pocket and no insurance was involved) and the body damage was repaired. I was told that each time the car was moved in and out of the bays the tail lights worked. The horn beeped loudly when tested at the body shop. The car was moved from Belmont (the body shop) to Laconia. Moving the car required two drivers...a second car to shuttle the Toyota driver back. The driver of the car following the Toyota to Irwin has testified the brake lights were working all the way – as were the parking lights. I will send this signed testimony of 3 others, in another letter – that the lights and horn worked. Yet - here is the quandary. Once in the Irwin motors repair shop – the lights stopped working and the horn did not work either. How to both horns suddenly stop working? How does the rear tail light assembly – working on the ride to Irwin – suddenly stop working? Now – once I made the complaint - TD BANK called “DAVE” at Irwin – what else would “DAVE” say. Of course “they fixed it correctly”. Would Dave admit that they may have made a human error??? Not likely. Well – explain the hood latch, explain the battery in the electronic key. Thank God I did not okay a new door/key assembly!! I wish I had the confidence that somewhere someone –reading this – might be concerned that – just maybe – something inappropriate or severely unskilled took place. Somehow in this busy competitive world - I lack the confidence that anyone will care. I will do my very best to spread the word that I believe I was treated unfairly . Very sincerely yours – More
by dmcdermott1195
Employees Worked With
Dave
May 25, 2012
I had certain parameters that a new-to-me used car needed to have. Working with Internet manager Tobias Paddock, I wasted no time finding a 2006 Toyota Avalon that was ultimately reasonably priced and provi to have. Working with Internet manager Tobias Paddock, I wasted no time finding a 2006 Toyota Avalon that was ultimately reasonably priced and provided the gas mileage and comfort I was looking for. Toby was unfailingly kind and considerate throughout the negotiations and was unavoidably unavailable at the time I had arranged to take possession of the car. However, at the last minute Toby arranged for another salesperson to stand in for him so that I wouldn't need to reschedule. Marc was very busy with other obligations but did a fine job handling the delivery and I was on my way in the Avalon in a reasonable amount of time. Several weeks later, I needed service for an issue that was getting progressively worse. Assistant Service Manager Ken Brace was receptive to taking care of the car even though the appointment I had made over the phone was never entered into his schedule. Two days later, my car was ready and in excellent shape - Irwin's even picked up the tab for most of my rental car expense! Exactly when the problem had started (before or after I purchased the vehicle) was in question so I met with Used Car Manager Betty Ballantyne. She listened to the facts and made a very decent offer to split the cost of that particular repair 50/50 because she believes in doing the right thing to foster relationships with Irwin customers. At Irwin's I wasn't just a number! I plan to continue to have my service needs met at Irwin Motors in Laconia and will gladly pass on my positive experiences in hope that I can send others to such a gracious and fair dealership. More
by scrabbledupagain
Employees Worked With
Tobias Paddock, Ken Brace, Betty Ballantyne
April 05, 2012
Had plenty of time to make a purchase. Searched dealerships within 2 hour driving radius from my home. Irwin Toyota was our selection! Great deal! Great selection! Plus the Prius came with complime dealerships within 2 hour driving radius from my home. Irwin Toyota was our selection! Great deal! Great selection! Plus the Prius came with complimentary Oil changes, tire rotations, check ups! At my first free oil change and check up the mechanics replaced one of my windsheild wiper blades, free of charge! I noticed there may have been an issue with it, but did not mention it to the dealership. Given the service departments attention to detail and quality and the friendly, no stress sales experience, I can easily recommend Irwin Toyota to anyone considering a new or used car purchase. I've owned the car for a few months now, and have been back to the dealership for regularly scheduled maintenance and check ups, and I am still very satisfied with my decision to purchase the car from Irwin Toyota. More
by mrhumanbeing
Employees Worked With
Steve Pouliot
March 27, 2012
Initially, I was contacted by one person and received some info on their stock. Then, a few days later, I was contacted by someone else who said HE was the person I should be talking to. Then the first some info on their stock. Then, a few days later, I was contacted by someone else who said HE was the person I should be talking to. Then the first person, Aimee (very nice and helpful) contacted me again, and checked and said NO, I was dealing with her. Very confusing. Finally, I began looking at Used Prius stock and found a 2010 Toyota Prius that fit my needs exactly. I contacted Aimee, got an automated response that said yes, that vehicle was in stock. I called and went through the operator to talk and make an appointment with Aimee. The operator didn't tell me Aimee was off until Monday. Aimee didn't call back, obviously, so we went to see the car on Sunday. Didn't realize they are usually closed, but just reopened Sundays. JW met us, had someone at his desk; no one else was there. He didn't even remember my name, and we had communicated at 2 times online and twice on the phone the previous week. He gave us keys and plates to take the car for a ride...instead it was a 2011 he had mentioned to me the previous week. WE returned to the office...he was chatting with some guy (clearly NOT a business dealing) and barely had time for me....etc. etc. He was rude, no service, no memory of me, no desire to help us. There was no 2010 on the lot...it must have been sold weeks ago. Irwin doesn't update their stock very often. The entire experience was horrid. We went to Toyota of Keene...85 miles a way, bought the Prius of my dreams, spent $26,000 and had a wonderful experience! More
by Kathie V. Davis
Employees Worked With
Jeff Wildoner
February 21, 2012
Inspection service and repaired item which were noted needed attention in previous visit. Confident car is safe and I have an idea of items I need to watch. needed attention in previous visit. Confident car is safe and I have an idea of items I need to watch. More
by marchi1
Employees Worked With
Bill Salta
February 20, 2012
Reviews Traded 08 Camry for 2012 model in Jan. Second Reviews Traded 08 Camry for 2012 model in Jan. Second time working with Glenn - very fair on trade-in & on pricing of new vehicle. We service our Toy Reviews Traded 08 Camry for 2012 model in Jan. Second time working with Glenn - very fair on trade-in & on pricing of new vehicle. We service our Toyota and Ford at Irwin and have been consistently satisfied since doing business with them for over 4 years. More
by lrouts
Employees Worked With
Glenn Buehl
February 11, 2012
I took my car in for an oil change. I had scheduled an appointment. When I arrived, the man at the desk acknowledged me and stated that he would be with me shortly, as he finished up with another customer appointment. When I arrived, the man at the desk acknowledged me and stated that he would be with me shortly, as he finished up with another customer. When he was done, he took my information and processed my order. After waiting a few minutes, he let me know that my car was finished. When I checked out, he told me of the findings. He was very nice and I will be going back again. More
by gookins
Employees Worked With
Associates in Quick Lane
January 17, 2012
They replaced the complete frame in my 2005 Toyota Tacoma 4x4. I expected lots of rattles, trips back to the dealer, etc. but there have been NONE! They even replaced the rear springs as part of the process. 4x4. I expected lots of rattles, trips back to the dealer, etc. but there have been NONE! They even replaced the rear springs as part of the process. They realigned the front end and apparently tighteded up the steering links. It feels like a new pickup! More
by NewFRame
Employees Worked With
Dave Sealy, Ken Brace
January 09, 2012
I would most definitely recommend this dealership. The friendly relaxed environment I experienced made me feel like I was important. I can not express in words how great the sales experience was during m friendly relaxed environment I experienced made me feel like I was important. I can not express in words how great the sales experience was during my visit to Irwin. The Salesman Geoff Cunningham listened to our concerns and was able to nail it on the car we needed. More
by airsubstew
Employees Worked With
Geoff Cunningham and Finance
January 09, 2012
This is not the first auto that I have bought from Irwin's and the reason I go back is the way they treat me. I get the information that I need, they show more than one vehicle so I have a choise of c Irwin's and the reason I go back is the way they treat me. I get the information that I need, they show more than one vehicle so I have a choise of color and style and most of all they make it convient for me. They stayed about 40 minutes after quiting time to finish up the paper work so I didn't have to come back the next day. More
by bjb764
Employees Worked With
Michael Huckins
