Loyalty Toyota Richmond

SERVICE BRITTANY TENCH IS AN AWESOME SERVICE WRITER. ALWAYS INFORMS YOU ABOUT EVERY STEP OF THE PROCESS WHILE YOUR VEHICLE IS IN FOR SERVICE. SHE IS ALWAYS G BRITTANY TENCH IS AN AWESOME SERVICE WRITER. ALWAYS INFORMS YOU ABOUT EVERY STEP OF THE PROCESS WHILE YOUR VEHICLE IS IN FOR SERVICE. SHE IS ALWAYS GOING THE EXTRA DISTANCE FOR HER CUSTOMERS. More

Misleading Dealer I did the responsible thing and shopped around online for a new Camry SE. After speaking with 5-7 dealers I knew what price range I needed to be in to I did the responsible thing and shopped around online for a new Camry SE. After speaking with 5-7 dealers I knew what price range I needed to be in to make a purchase. I called Priority Toyota of Richmond (because they were my closest dealer) and told them that I wanted a Silver 2019 Camry SE with black interior and that I already had multiple quotes from other dealerships. The internet sales manager asked if I could send my quote so they could try to match the price. They then sent me an estimate that was hundreds higher than my best estimate but I was just going to pay that to keep it local and save myself a drive to D.C/Fredericksburg. Due to this I cancelled my appointment with another dealer. Once I wasted 40 minutes (each way) driving to the dealership I met with the salesman David (for the record he was top notch and very nice) and he started showing me cars. He noticed when I got there that the car I was sent a quote for had a grey interior and brought it to my attention since he knew that's not what I wanted or asked for. I told him that I wanted the black interior so he went to pull the final paperwork. When he came back the total that was already agreed upon jumped by over $500. He talked to his manager since he knew that we had a pre-existing agreement and that was the only reason I even came in. The manager agreed and went back to "see what he could do" and talk to another manager. That manager said that the best he could do was still hundreds more than we agreed upon so I walked out and left due to principal. I am in a sales role myself and one thing I've learned over the years is that your word is your bond. If you make a verbal or written agreement don't wait until the customer drives out of their way to then try to jack up the price. If I was sent the wrong quote because of a screw up on the dealers end (I made the wanted specs VERY CLEAR on the phone and even David attested to that in front of his manager) then they should have eaten the $400 because it was the right thing to do and would have gained a lifetime customer. This is what they call "bad business". Moral of the story, if you are driving out of your way to visit this place due to a quote given be very cautious!!!!! There is a very real chance that it will not be the same when you get there. Rant over. More

Fleecing of America I have always been an advocate for getting services done at the dealership, believing that the higher price charged by the dealership equated to bette I have always been an advocate for getting services done at the dealership, believing that the higher price charged by the dealership equated to better service; however, that belief was shattered today when I was conned out of $195. My "Check Engine" and "Slip Indicator" lights came on and the "Tire Pressure Warning" light was flashing, on January 14th, so I made an appointment to get it checked out to see what was wrong. After waiting 90 minutes, I was told the "Check Engine" light was on because the gas cap had not been screwed on properly; I hadn't gotten gas since January 4th, so I asked why it would take ten days for the light to come on if that was the cause - no answer, other than saying the sensor did not take regular readings. I was also told that they did not know why the "Tire Pressure" light was on, sense the sensors on each tire were working and seemed to be communicating properly - he said if I wanted to know what the problem was, it would cost more money. I was floored by the fact that I was already being charged $195 for essentially nothing (at best, that's $200 for screwing on a gas cap - which was already screwed on correctly, because I'm not an idiot), so after trying a few more minutes to figure out why I wasn't getting any answers for the current price, I paid and left. How is it possible for a legitimate business to say they will charge $195 to identify a problem (find, not fix), then try to demand more money after they don't initially find it? Toyota lost a family of loyal customers today (who is spreading the word to everyone we know), and I will never trust the dealership again. On a separate note: this rating is a 2 instead of a 1 because the personnel working the service desk are extremely professional and nice. Even the gentleman stealing my money was nice about it, saying how he disagreed with a lot of the charges, sensors and vehicle 'upgrades.' More

BUYER BEWARE!! On July 20, 2018 my mother drove 3 hours to your dealership from her home in NC to purchase a 2017 Ford Escape. I had initially found the vehicle onli On July 20, 2018 my mother drove 3 hours to your dealership from her home in NC to purchase a 2017 Ford Escape. I had initially found the vehicle online for her and spoke with your internet representative, Treasure Godwin, about the vehicle. On the day my mother came to purchase the car Antonio Owens did her paperwork. The day after the purchase we called mom's insurance company (Farm Bureau) to verify that they had all the correct information. They had no record of the vehicle nor any record of a phone call from your dealership. My mother had driven the car all the way home without insurance. She paid $18,000 cash and financed the remainder through Toyota financing. I plan to contact them as I believe they will find it interesting that you put a tag on a car that they partially financed and sent her home WITHOUT INSURANCE. Last week we began to wonder why she had not received her tag. I called Treasure and she transferred me to Antonio, who told me he would "check on it and call me back". Whenever I hadn't received a return call 3-4 hours later I called Antonio back and left a voicemail. 2 hours later I called and left another voicemail. The next day I called again. Realizing I was not going to get a return call I called and spoke with Treasure Godwin again, who said she would "personally check on it". She called me back 5 mins later and told me the tag was at the dealership and that they were going to overnight it to my mom. My mom still does not have her tag. Today i called once again and left voicemail messages. Then went to the dealership's online chat to try to find someone to help me. At this point I am not sure what to do. This is by far the WORST experience I have ever had with a dealership. I want to do whatever I can to get the word out to warn others to avoid this dealership whenever looking to purchase a car. More

They had patience with boyfriend with Aspergers Syndrome My boyfriend has Aspergers Syndrome (think Sheldon from Big Bang Theory) and doesn't "get" social norms but is extremely detailed in everything. He gr My boyfriend has Aspergers Syndrome (think Sheldon from Big Bang Theory) and doesn't "get" social norms but is extremely detailed in everything. He grinds every detail to a fine powder before going to next detail. This causes his anxiety level to go sky high. For weeks before buying his new truck he fussed about it. So he goes to see Thurman his salesman, and spends hours negotiating a price and was given a "shopping estimate" of $34,000 (new 2018 Toyota Tacoma) for him to take to dealers and shop. The idea is that no one will beat that price and Priorty will get the sale, but it wasn't a real estimate. One thing about Aspergers is that they take everything literally. In my boyfriend's mind, it didn't make sense to have a written estimate for a price if it wasn't real. So he argued another hour about that and he eventually understood and a sale price of $35,000 was agreed to. A couple more hours of financial stuff and he was ready to sign. Because of his detail oriented nature, he read every paper put in front of him. The lady had to get up and walk around every time she laid a paper in front of him to sign. Also, he asked for an amended interest rate and received it. But, even though they were now closed and everyone was tired, they were unbelievably patient with my boyfriend. He had never bought a new vehicle before so he didnt know how it worked, and again, his Aspergers mind could not comprehend that he should take the truck home at signing. They gave him the key and he was dumbfounded, saying he had to get his money transferred, etc before taking truck. So he left it there. Then 3 days later after getting all details straight (transferring money, insurance and getti,g organised) he went to get truck. He said on his way down there he was so afraid. His anxiety was through the roof. But he said it went off without a hitch. Smooth sailing. He is now enjoying his nice new truck. I thank everyone at Priorty for putting him at ease. More

"WORRY-FREE" SERVICE! "OH WHAT A FEELING"!!! Thanks for the great service from Priority Toyota of Richmond! This was another AMAZING experience that was all put in place by "OH WHAT A FEELING"!!! Thanks for the great service from Priority Toyota of Richmond! This was another AMAZING experience that was all put in place by my service tech, Mr. Michael Stith. If it wasn't for his knowledge and experience, I don't know where I would get my car serviced! Thanks Mr. Stith for your continuous great service and patience. You are a FIVE STAR!!! I'll see you again for my next scheduled maintenance service. ps...Thanks for the HOT COFFEE AND FRESH DOUGHNUTS. THE WOODS FAMILY More

Outstanding Sales Support Angela Shaw provided great sales service! She was well informed, efficient and professional. She provided all the information we needed quickly and Angela Shaw provided great sales service! She was well informed, efficient and professional. She provided all the information we needed quickly and competently. She guided us through the process and kept us informed at each step. She was particularly helpful when it came to explaining the vehicle's technological features. She patiently enabled the Entune system and paired our smart phones with the vehicle. She also worked with us to obtain a fair price on the new vehicle and on our trade-in. I also want to express appreciation to Priority Toyota for hiring veterans. More

AMAZING I am a first time car buyer, my parents bought my first car (from this dealership) and it was time for my to buy one on my own. I went in looking to r I am a first time car buyer, my parents bought my first car (from this dealership) and it was time for my to buy one on my own. I went in looking to run number and find a ball park on what I should save for a down payment. Angela Shaw was my sales person and was SO sweet and professional! Her and the general manager, Juan Roman, helped me work out a deal on a BRAND NEW 2017 corolla. They both listened to my budget and helped me find a car that was perfect for me! Nabiel in finance was a pleasure to work with as well. I had an amazing time chatting with the 3 of them as well as sealing a sweet deal. I HIGHLY recommend stopping by to see Angela, Juan, and Nabiel. More

Good professional staff Angela Shaw was our sales consultant. She is professional, patient, knowledgeable, & personable. She did everything she could to make my husband and I Angela Shaw was our sales consultant. She is professional, patient, knowledgeable, & personable. She did everything she could to make my husband and I comfortable during our long wait in the show room (circumstances beyond her control). Despite the wait, the entire staff was very friendly. They had the vehicle I wanted, the price I wanted, and the best part they offered an interest rate I couldn't refuse. More

Courtesy Service Dealing with the purchase of my Toyota Camry XLE service was very good with Angela. She was thoughtful and professional. She was very knowledgeable of Dealing with the purchase of my Toyota Camry XLE service was very good with Angela. She was thoughtful and professional. She was very knowledgeable of the vehicle. More