Koch Route 2 Toyota

Saj was overly pushy when it came down to "How can we make a deal today?" after I specifically said I was NOT buying that day. He went on to almost having a deal made with me on a used Matrix, and I s we make a deal today?" after I specifically said I was NOT buying that day. He went on to almost having a deal made with me on a used Matrix, and I sat down and filled out most of the paperwork. His manager came over and excused him, sat down and talked to me and told me there was a HUGE misunderstanding with the price of the car that I was going to purchase between he (Shahid) and Saj (who seemed to hardly speak English). Shahid was very professional, and seemed to know what exactly was going on, and seemed quite frankly embarrassed about his employee's mishap. The misunderstanding was a deal breaker and I was very discouraged about car shopping after that incident. My boyfriend has bought from them before and has had no problems, however, I doubt I will go back there. More

Upon driving into the Norm Wagner Toyota dealership in Lancaster, MA I was quickly approached by a sales person named Teddy. Teddy noticed I was looking at used lease vehicles and told me that I should co Lancaster, MA I was quickly approached by a sales person named Teddy. Teddy noticed I was looking at used lease vehicles and told me that I should consider a new lease; I advised Teddy that I drive to many miles to lease a vehicle. Teddy assured me that this would not be a problem, telling me that “as long as you trade the vehicle in for another Toyota whether you lease or purchase Toyota will waive the over mileage charges." We then had a discussion as to why anyone would pay extra for a 15,000 mile per year lease instead of a 12,000 mile per year lease when they have such a good deal. Having never leased a vehicle before everything sounded great, all I had to do was commit to leasing another Toyota at the end of the term and I could put unlimited miles on the new Toyota. We began talking about purchase price and I asked to see the dealer invoice. After seeing the invoice I negotiated to lease the vehicle with a purchase price $22,500, which was $2,000 less than the sticker. At some point I made the mistake of telling teddy that my current car payment was $300 per month and surprisingly the monthly payment for my new Toyota was going to be $290 per month. After being approved by the Sales Manager I was ushered into the Financing office and began dealing with Teddy's brother Luke. Luke asked if I wanted to do the 12 or 15 thousand mile lease, and again I asked why would I want to pay for the extra cost when in the end the over mileage fee’s would be waived? Luke agreed and continued the financing for the 12,000-mile per year lease. Luke printed the paperwork and presented it for my signature. I almost fell off of my chair when I saw the purchase price was almost $27,000. After questioning Luke why I would pay $27,000 for a vehicle I had negotiated down to $22,500 He quickly fixed the "mistake". The most miraculous part was that my payment immediately dropped to $210 per month. At this point I knew I was being taken for a ride but thought I had resolved all of the issues. I signed the paperwork and arranged to pick up the vehicle the next day. That night I again looked over the paperwork and found that the purchase price listed on the now signed Purchase and Sales agreement was the sticker price of $24,500. When I arrived to pick up the vehicle Teddy was not working so I asked Luke why the sales price was not changed to reflect the negotiated price. I was informed that they included the difference as some type of other credit. The math worked out correctly but seemed unnecessary and shady. I later realized that the math trick they had pulled would mean that if I wanted to purchase the car outright at the end of the lease that I would then pay the an extra $2000 because they were depreciating the sticker cost of the vehicle and not the negotiated cost. I was given a tour of my new Toyota and was about to drive out when I noticed that the floor mats were missing, I thought I had seen them wrapped in plastic sitting in the rear cargo area the day before, so I parked and walked in to see if they had forgotten to install them, but was told that the floor mats were not included, and that they cost about $100 and that I could purchase them at the parts department. I told the representative that I would purchase them much cheaper on the Internet, and was warned that I should only install Toyota floor mats due to the recent accelerator problems in Toyota. As I began to show off my new vehicle to friends I was met with skepticism about the unlimited mileage plan, so I decided to look a little further into the program. After reading the contract, searching the Internet, and calling other Toyota dealers I found that no such plan existed. I called the Norm Wagner Dealership and asked to speak with Norm Wagner himself. After a brief time on hold the phone was picked up by a gentleman identifying himself as a salesperson, I told him the promises that were made to me and asked about the program. He would not commit to an answer but did say that I “would be taken care of “ when I returned at the end of my lease. I repeated this call two more times with different sales persons answering and got varying answers. About three business days after my purchase a woman who identified herself as a Customer Service Manager called me and wanted to know how my purchase went. I informed her about my experience, and she stated that if I were to go over the miles then I would have to pay 10 cents per mile, which they would add to the cost of the new vehicle. Over-Mileage fees would not in fact be waived as stated by the sales person. After a few days and quite a bit of complaining I did receive a letter from the dealership signed by a sales manager allowing me to drive my vehicle up to 15,000 miles per year with no additional charge, but I would have to still trade my vehicle in at the Norm Wagner Dealership to get this “guarantee”. I’ve since began driving an older pick up truck that I own and arranging for friends to drive when we go out of town to mitigate the inevitable over-mileage fee I will get when the lease is up. My warning to everyone thinking about going to any Norm Wagner dealership is to go somewhere else or bring a lie detector and a lawyer with you, as these will be needed to complete a fair and equitable transaction. More

Mislead by the salesman when trying to sell the wrong car. When it was brought to his attention, received excuses, in an appologetic yet demeaning tone, trying to make it appear to be customer error. P car. When it was brought to his attention, received excuses, in an appologetic yet demeaning tone, trying to make it appear to be customer error. Paperwork was completely erroneous and misleading with the original vehicle purchase documentation not matching the Cert of Origin, yet they still tried to process the purchase with the discrepancies of two different valued vehicles. Management was less than accomodating and very accusatory when they were made fully aware of their huge mistake. Needless to say, the "deal" (if that's what you call it) was cancelled and the same vehicle was bought for much less elsewhere by "Professionals" who actually know how to treat their customers. The experience was a VERY unpleasant and stressful one at Norm Wagner. I will NEVER return. More

There is a distinct attitude at Norm Wagner Toyota, and it isn't a pleasant one. Norm Wagner is 5 minutes from my house, but I drive 45 minutes to Herb Chambers for service. A VERY different experience t it isn't a pleasant one. Norm Wagner is 5 minutes from my house, but I drive 45 minutes to Herb Chambers for service. A VERY different experience there. Stay away. Notice how even the dealer responses are combative and catty? Typical of their attitude. More

Purchased first tacoma there in 06 overall good experience. Then took mother in law there for her camary, salesman terrible, out right lied and misled regarding delivery very unresponsive and he is experience. Then took mother in law there for her camary, salesman terrible, out right lied and misled regarding delivery very unresponsive and he is no longer there. The price was good so purchased camary anyway. This time was looking to trade in 06 tacoma for 11 tacoma. Called ahead of time asked about inventory and if they had trucks to choose from, easy enough question you would think was told yes by sales mgr, so i gave them another chance and I drive there 40 min and they do not have one tacoma double cab on the lot let alone a trg model that I specifically asked for. Out right LIARS avoid this dealer at all costs. More

I submitted a request for a quote on a new truck and the internet salesman had the nerve to call ME up and call ME unreasonable about my offer (BTW I ended up getting the deal I wanted at another dealership internet salesman had the nerve to call ME up and call ME unreasonable about my offer (BTW I ended up getting the deal I wanted at another dealership). The internet salesman spent 5 minutes lecturing me on their right to earn a good profit rather than just giving me a counter offer. Norm Wagner couldn't GIVE me a vehicle! More

I encountered flat-out dishonesty in the service department at this dealership on my most-recent visit, and that will be the last straw for me. I had been taking my Toyota to Norm Wagner for se department at this dealership on my most-recent visit, and that will be the last straw for me. I had been taking my Toyota to Norm Wagner for service since their Lancaster location opened, and I used to be extremely happy with them: I convinced my father to take his car here as well. Unfortunately, my impression is that their service department has deteriorated over the past year or so. I visited on 7/24/2010 for an oil/filter change and annual state inspection. After completing the service, one of their service advisers (Danielle) warned me that my timing belt was whipping against the cover and my water pump was leaking. She quoted $750 to replace both. I kept my car off the road for a few days, and took it to another mechanic on 7/28/2010. He confirmed that my timing belt was not whipping and my water pump was not leaking. (This confirmed my suspicion: I had both parts replaced just a few months earlier!) On an earlier oil change at Norm Wagner (February, 2010) they had recommended a new timing belt based on milage. I did replace that and the water pump -- but I had done it at another mechanic; the Toyota database would not have shown that I'd completed the repair. It's very plain that the Norm Wagner service department saw that I'd previously turned down the repair, assumed I still needed the parts, and decided to "add a little drama" ("leaking pump! whipping belt!") to make the sale. On 7/29/2010 I called Sandy Willhauck, who is listed as Norm Wagner's CRM manager. I was very cordial and made no accusations -- I accepted that the service advisor could simply have made a mistake. She investigated, and called me back: she insisted that they'd been correct and wanted me to bring my car back to the dealership to "show me."! I felt satisfied that I'd done my due-diligence on this, so I ended the call in frustration. More than one person has remarked to me that their service department has "gone downhill since they started charging for coffee in the waiting area." (It was free until some point in 2009) I actually think that may be true! I'm not sure what happened here...they were very solid when they opened. More

Purchased parts for my Corolla. Parts were in stock when needed. Price was only draw back and not dealer controlled. I had a bad experiance Harr Toyota and went outside my suggested dealer service area to i needed. Price was only draw back and not dealer controlled. I had a bad experiance Harr Toyota and went outside my suggested dealer service area to insure no repeat on poor customer service. Although like Harr this is another large dealership management there goes out of their way to make you feel right at home. More

I recently bought a used vehicle for a really great deal. The previous owner was a smoker so they have a machine which they told me(Monday morning)they would use on my car and I could pick it up Tuesday. Com The previous owner was a smoker so they have a machine which they told me(Monday morning)they would use on my car and I could pick it up Tuesday. Come Tuesday morning I get a call saying they didn't do it because the machine wasn't actually on property and that it would be done that day and I could pick it up wednesday. Then I find out the machine is actually on property and they didn't do it because of lack of communication. I picked it up on Wednesday and noticed my sun roof was jamming(which it had not been previously), so brought it back same day and was told to bring it in Friday, that they would expect me cause he was putting it in the computer. I went in on Friday and found out they didn't even know I was coming because my info was never put into the computer. Again, lack of communication. Friday I'm told I'd have to bring it back on Tuesday so they can take the whole roof apart and find out what's wrong with my sun roof. I don't have any other means of transportation and was told Friday that I'd be given a rental on Tuesday because my car was still under warranty. Brought my car in Tuesday and they said there was nothing in the system at all about a rental. LACK OF COMMUNICATION!!!!! I love my new car but at this point, having to deal with employees who don't talk to eachother or follow through with what they say they're going to do is just ridiculous!!! More