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Loyalty Toyota Richmond
Chester, VA
1,280 Reviews
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August 13, 2024
I had probably one of the worst dealership/ service experiences here at Loyalty Toyota on Walthall center drive. The amount of anger and distress this service center caused me yesterday 8/12/24 was a experiences here at Loyalty Toyota on Walthall center drive. The amount of anger and distress this service center caused me yesterday 8/12/24 was absolutely uncalled for. I had my Nissan Kicks towed here in the morning due to battery issues, I spoke with a kind man named Roger over the phone who explained the diagnoses & provided a price to replace the battery (which was around $400), I let Roger know that I personally would not pay that amount for a battery switch, so I said id be back to pick up my car and change the battery myself( as the cheaper option). I get to the dealership service center and they tell me they are unable to locate my car- they don't know where the car itself is or the keys. a Service advisor ( didn't get name) at Toyota tells me " we don't have it, check Nissan" without even looking in their lot. I go over to Nissan, they explain they don't have my car either. After about an hour of waiting and having people call other people to hunt down my car, I spoke with an amazing team at Nissan that were adamant about helping even though it wasn't their mess up. They insisted that Toyota had my car, so I went back over to speak with someone named "Shane" , I get back over there and another team member at Toyota explains Shane is gone and they cant help me today. I took it in my own hands to go into their back lot and look for my car myself- as I'm looking I see all the Toyota people go to their cars to leave. I do eventually find my car right behind their building( they didn't even try to look for my car) , it was left unlocked and my keys were still no where to be found. I waited in the lot because i really didn't know what else to do. Luckily the Nissan team that was assisting me saw me still there and continued to help. Kim was absolutely wonderful and contacted a supervisor from Nissan to find my keys and i was able to then change my battery out and drive home at 8pm. All this to say- I have had nothing but issues with the service team at the toyota dealership and i find it extremely unprofessional and rude to leave your customers without any idea where their vehicle is/ not even attempting to try and find it. This is a lawsuit waiting to happen. please get yalls s*** together. thanks :) More
by SabWhite
Employees Worked With
Kim & Roger
August 13, 2024
We had our Highlander in for an inspection and multi-point inspection. As usual, Bailey St. Romain, our service advisor, took care of us and made sure everything was taken care of. He's the best. multi-point inspection. As usual, Bailey St. Romain, our service advisor, took care of us and made sure everything was taken care of. He's the best. More
by Bullet
Employees Worked With
Bailey St. Romain
August 04, 2024
In the past Loyalty has tried to get me to spend more money than I wanted to, however this time was different. Thank you for taking "no" as "no". money than I wanted to, however this time was different. Thank you for taking "no" as "no". More
by kencarol1969
Employees Worked With
Cheyne Hoke
August 02, 2024
Steve was a great salesperson. We arrived at 6:00 pm on a Sunday and he stayed late and worked with us until we had all of our questions answered. He was pleasant and patient. N We arrived at 6:00 pm on a Sunday and he stayed late and worked with us until we had all of our questions answered. He was pleasant and patient. Not pushy. More
by oneputtbren
Employees Worked With
Steve
August 02, 2024
I have always received excellent service and Dana would be a main stay in any organization. She is always friendly, polite and happy, I specifically request to deal with her even if I have to delay my a be a main stay in any organization. She is always friendly, polite and happy, I specifically request to deal with her even if I have to delay my appointment. Thank you Jim Albert More
by Jim Albert
Employees Worked With
Dana
August 01, 2024
Great people to work with! Stephen Crutcher was awesome to work with. Everyone that worked with us on purchasing my vehicle was professional in every way Stephen Crutcher was awesome to work with. Everyone that worked with us on purchasing my vehicle was professional in every way More
by redbev_2000
Employees Worked With
Stephen Crutcher
