Lia Toyota of Rockland

We had a wonderful experience dealing with the employees in your dealership. Royce Ramos was the person with whom we dealt for the most part.He treated both my wife and I with the utmost courtesy and resp in your dealership. Royce Ramos was the person with whom we dealt for the most part.He treated both my wife and I with the utmost courtesy and respect and was very eager to address any concern that we might have had regarding our purchase of the vehicle that we chose. The day after I picked up the car from the dealership, I had to bring the car in for a few small adjustments.I also found the people in the Service Dept. a pleasure to deal with.This is the second car that I purchased from you and plan to keep you in mind for the future. More

After having purchased most of our family vehicles (including Toyota's) in NJ mainly due to better pricing and impeccable service, we decided to support our local Rockland Toyota for a new Corolla S. (including Toyota's) in NJ mainly due to better pricing and impeccable service, we decided to support our local Rockland Toyota for a new Corolla S. There were three people that we dealt with through this overall horrendous ordeal. Ed our first POC, (who handles all internet queries) had no idea who we were or why we were there (although we had reached out to him over the phone prior to our visit) and shamefully blamed the receptionist for not having the information he needed. Soon enough however he handed us over to a Sales Rep Harold who was courteous, professional and incredibly patient with all the questions we had for him. So sure, if Harold had been the last point of contact, I would have purchased the car yesterday, but I did not due to the next individual. Let me preface what I am about to say with the following. I myself have been a Sales Manager and held my employees to the same standard that I hold myself, i.e. total respect for the customer regardless of the situation. The individual I am referring to is Brock Sanders. Brock is quite possibly the most arrogant, narcissistic, rude and unprofessional sales manager I have ever encountered. He mentioned that he had been working at the dealership for over 12 years? I pity all those that he has been allowed to behave with in this way. His behavior not only was unacceptable, but also shows that management there is rotting from within, and is a very poor reflection on the dealership as well as the company. The situation was that Harold had quoted us a price, which I then discussed with my husband and brother-in-law that were with me as Harold stepped away. When Harold came back Brock was with him, guns blazing. He said that he could not reduce the price any further and that he had to come over to let us know. The big price difference? He increased the negotiated price by $80. When one talks about thousands $80 would not make much of a difference, but obviously Brock in his lack of foresight, inability to gauge the customer, and "full of himself" attitude did not realize that. He shook our hands did not introduce himself, sat down and barked this new information at the three of us when we were already ready to sign. In order to do what was right, I asked for a minute to think. Both my husband and brother-in-law were ready to leave at this point. I, however, did not want to negate Harold's hard work and total professionalism with Brock's lack of civility. In order to purchase the car at the new price, again just $80 more, I felt it was only fair that we receive a sincere apology and then sign for the car. Harold hesitantly approached Brock with the contingency. Returning to the table, Brock talked away about how he thought the rudeness came from the opposite side of the table (when I was translating in Hungarian to my husband what he was saying), also he stated that "there are deals that are worth it, and some deals that are not, and to be honest, this is one that's not". In fact he didn't even bother listening but continued on his insulting path saying "what do I need to listen to?", referring to anything we as the customers would have to say. So in the end there was no apology but he finished the rampage he started. All three of us highly doubt that this is first time Brock has treated someone this way, and that is incredibly unnerving. If I were his boss I would be ashamed to even have him as a sales rep, and would have much rather had Harold as the sales manager. Finally, being on the receiving end of such utter disrespect, there is no way that I would do business with Rockland Toyota let alone willingly recommend this dealership unless there was definitive change, which I doubt will occur in the near future. Note to Owner: Brock Sanders should be sent for a few life courses in common sense, etiquette, and customer service. Please consider promoting Harold he is an asset to the establishment. Note to Harold: Thank you for your professionalism. You were a shining example of what customer service should be; any company should be so lucky to have you on their managing team. Maybe you can help your sales manager learn how to manage situations better, and how to actually sell a car and make it worth it. Note to Brock: Humility is key in being a leader, so try to listen before you talk, you may learn something. Food for thought, you never know when you'll be in need and specifically from the person you just insulted. Try not to "dig your own grave" (metaphorically speaking of course). Regards, Penny K. More

Both Royce Ramos and Nathan Rok were very helpful and patient. They took the time to answer all of our questions and to explain the features which we were unsure of. This was the most pleasant and hassl patient. They took the time to answer all of our questions and to explain the features which we were unsure of. This was the most pleasant and hassle free experience we've had in purchasing a car and this is our 6th Camry. More

Royce was very knowledgeable and informative. He was friendly and curtious, and extremely patient and answered all my questions. Royce called me the day after I brought my Rav4 home to make sure I was t friendly and curtious, and extremely patient and answered all my questions. Royce called me the day after I brought my Rav4 home to make sure I was thoroughly satisfied, and I certainly was! More

Royce was very knowledgeable and helpful. The car was delivered as promised. The entire leasing process was efficient and quick. We would come back for another car. delivered as promised. The entire leasing process was efficient and quick. We would come back for another car. More