New Rochelle Toyota - Service Center

New Rochelle Toyota responded

Dear Mr. Perez, We do apologized with regarding delay of refund process. Due to accounting office schedule, we processed the refund on April 21 2025 yet you had dispute the charges on April 22 2025. At this time, since credit card company already withdrawal your deposit from us, you should reach out to the credit card company to settle with time. As far as vehicle assignment concern, We had customer who left deposit on Grand Highlander Night Shade back in Jan 25 2025, he should be the first customer who received the vehicle. We assigned vehicle based on first come first served basis. You had left deposit on April 4 and request refund on April 11 2025. We have 2 identical vehicles assigned to us, one arrived on May 5 and next one should arriving May 27. I am not sure what "betrayal" you are referring to? if you already seeking for refund month before vehicle arrive to the dealership. After speaking with our staffs, You had originally left deposit with another dealership and seeking different dealership for faster delivery time frame. In fact, you are unbale to get the Night shade trim level with the dealership you had left deposit with. and the sales manager referred you to us seeking assistance. So I am not sure where did you obtain the information regarding vehicle was arrived in April. Should you need any additional assistance , you may reach out to me directly. Sincerely David Hsu

Francisco Perez responded

Even Your Response is a Mess – Still No Accountability! After over a month of waiting for my refund and countless texts with no resolution, I finally got a response from Herrick Vega’s team. Unfortunately, their message only made things worse and highlights just how disorganized and dishonest their operation is. Let’s be clear: I requested the refund on April 7. I only disputed the charge with my bank after you failed to deliver the refund within your promised 3–5 business days and ignored my messages. If the refund was actually processed, why didn’t it appear after several weeks of waiting? Also, if the chargeback was successful, you no longer owe me—so why not just say that sooner instead of stringing me along for weeks “ “Vehicle was assigned to someone from January 25” Then why did and Herrick promise me in early April that the vehicle was mine once I left the deposit? That’s the betrayal I’m referring to. If someone else had priority, say that up front—don’t lie to secure a deposit. “Vehicle arrived May 5, second coming May 27” That’s irrelevant And again a lie you had a vehicle expected to arrive April 9-17 I was told I’d be the first called when the vehicle arrived. I never was. That’s a broken promise no matter how they try to spin it. You sought faster delivery from us after other dealership delay” Again—that’s a flat-out lie. The original dealership wasn’t delayed—they just weren’t receiving the Nightshade trim, which I specifically wanted. That’s the only reason I spoke to and Herrick Vega in the first place. He assured me that if I wanted that specific trim, I should leave a deposit with them. I was upfront with them from day one. If the Nightshade was already promised to someone else, why lie to secure my deposit? That’s not a defense—it’s just more proof of the deceit and misrepresentation I experienced. Bottom line: you took my money under false promises, failed to deliver the car you said was mine, then failed to return my money until I had to escalate with my bank.

New Rochelle Toyota responded

Thank you so much for taking the time to share your feedback with us! We work hard to make sure our guests have an awesome experience. We will share your comments with our team and we look forward to working with you again down the road. Sincerely, Shay Mehta - General Manager - amehta@newrochelletoyota.com

New Rochelle Toyota responded

Maggie, thank you for taking the time to leave us such a great review! We appreciate every hard-working member of our service team, and we are thrilled to know Irvin went above and beyond to identify and fix the problem with your vehicle and help make the process much easier on you. We will be sure to let him know of your kind words. If you have any additional comments and/or questions, please feel free to contact us directly! Sincerely, Anthony Cacciola, Service Manager acacciola@newrochelletoyota.com

New Rochelle Toyota responded

Thank you for your review and business as a customer. It is our goal to provide every one of our customers with the kind of excellent service you described and we're glad we achieved that. Once again, we appreciate your business and hope you'll keep in touch for your future car needs. Jillian Cruz Client Care Manager jcruz@newrochelletoyota.com