Toyota of Smithfield

I called sveral dealers to get the best price on a sign and drive lease of a AWD small SUV (Rav4, CRV, Tucson, etc). I got the usual xx lines and actually walked out of 2 dealerships because they promised and drive lease of a AWD small SUV (Rav4, CRV, Tucson, etc). I got the usual xx lines and actually walked out of 2 dealerships because they promised one price on the phone and changed completely when I arrived at the dealership (hidden costs, quoted a 2wd not a 4wd). Paul at Colonial Toyota said a price (which I thought was very fair) and stuck to it when I arrived. A little bit of honesty goes a long way with me. I will continue to be a customer. More

had to post this because the owners of the dealership had to post this because the owners of the dealership answered me only the first time(just giving me permission to talk by email-because my many phon had to post this because the owners of the dealership answered me only the first time(just giving me permission to talk by email-because my many phone calls were met with 'she isn't here, she has no set hours for you to call back'). They have never made any attempt whatsoever to apologize, let alone make things right. I have 2 unanswered emails several days apart and Toyota itself says that because dealerships are individually owned and operated, there is nothing they can do. Therefore, I recommend you AVOID this dealership at all cost. They have no customer service or integrity whatsoever, at least as far as service is concerned. This may be long, but it's all relevant to you if you are considering patronizing this business. This has been the most horrible retail experience of my life. I called to schedule the recall work on my 2000 Tundra(frame corrosion). I was given an appointment on Thursday and I asked if I could use a loaner vehicle. I was told no, because the work would take under an hour(I think the thought was that they were merely examining the frame for corrosion so I did not think this was unreasonable). When I arrived, my paperwork said that I was waiting, and Keith mentioned something about when I would pick my truck up. I told him I was waiting and he said the work would take a minimum of 72 hours and as much as 6 weeks. I was very flustered because I had a full schedule and lots of items in my truck that I would need, since I was told I could wait for less than an hour and did not plan to leave the truck. I told him that I would need a loaner, and I'm not sure if he said something about not having one, but he also said that I could not have one because I didn't have collision insurance on my (12 year old) truck. I do have collision on my 2008 Tacoma and told him that, as well as the fact that I have rented vehicles under my auto policy, but it didn't help. He acquired a vehicle from Enterprise for me, although it did take an hour to arrive. I gave someone in service my keys, and they eventually handed them back to me with my keyring tape measure broken off, saying nothing. There was no apology at any time for any of the miscommunication or errors. There was, however, a lot of complaining about how busy it was(I think there was another mention of being out of loaner cars)-I do sympathize with having too much work to do, but I should not have been scheduled on this day if there were too many appointments. It isn't like I demanded to have the work done at that time, and I would have been happy to come back weeks later, especially if the backordered frame parts meant that the truck would be sitting there as Keith told me(if the frame needed to be replaced). Keith told my husband that if the truck passed it would take 72 hours *just* for the powder coat to dry, so I did not worry about picking the truck up and bringing the loaner back until at least Monday. This was important because I knew that I had no availability on Saturday. On Thursday around 3pm, we got a call from the service department telling us to bring the truck home and 'unload the load of loom that is in it' and bring it back. We explained that it was not loom but hay residue(this is a farm vehicle used to transport hay), and there is no way there was more than a 5 gallon bucket load, more like a few handfuls. We also reiterated that we did not know we were leaving the vehicle, or that it was going to be taken apart, or we would have cleaned it out. This was a little unnerving. Late on Friday afternoon, I got a message that I had to get the rental car back by 11:30am on Saturday and that my truck would be ready at noon. Confused, I tried to call as soon as I got the message, and when trying to reach someone in service was placed on hold for 10 minutes until the call was disconnected. The next time I could try to call, I got a message saying Colonial was closed. I tried to call as early as possible on Saturday, knowing that I had a full schedule and wanting to give as much notice as possible that I could not get there that day. I could not get through for 20 minutes after opening(calling 3 times before succeeding), and when I told the person who answered the phone that I needed to reach service and had tried several times, she snapped at me that it was morning rush and they had 30 cars to sign in. When I got someone in service, I explained my situation, including that I was told my truck would not be ready for at least 72 hours and that I had to work so could not bring the car back. There was no explanation, understanding, or anything else, but I was threatened with charges for the rental car if I did not bring it back in what was basically a 2 hour window(before 11:30am). The person said that my truck would be ready even though I pointed out that it was not even taken apart by late on Thursday. He said that Toyota will not allow a rental car for more than 2 days, which flies in the face of what Keith told me(not less than 72 hours, which landed on Sunday, up to 6 weeks!), leaving me to believe that my work was rushed. The Enterprise paperwork for the car said that it was good until Monday which is more like I would expect. I made several calls, to Enterprise to clarify that I could indeed be made liable for charges by Colonial Toyota even before Monday, and attempted to get someone in customer service at Colonial. I was actually hung up on after being told there was no one there in customer service at that time. I had no idea what to do-risk serious consequences for canceling my commitments or risk unfair charges for a rental car, plus picking up a truck that should not be ready per what I was told. There was no interest in working with me, compromising, or again, apology or concern. I could have brought the car back later on Saturday or on Sunday but that was unacceptable to Colonial. Desperate, I threw away as much of my day as possible but still did not have one spare minute until 2:30pm, especially on such short notice. I called service back and they grudgingly agreed to this. Even though the trip was over 20 minutes each way I thought I could do it quickly. I arrived and had 2 people in front of me picking up vehicles, so waited quite a while to get to the clerk. I signed the paperwork and realized that my rental car still had my belongings in it, so went back out to move them. I asked for my key and was told it was in the truck. My truck was locked, I opened it with my last remaining key and could not find a key anywhere in it. I asked if the truck would be locked with the key in it and was told no. When transferring my belongings in a huge hurry, I opened the car door right into my eye very hard, and it was swelling, bruised and tearing. I asked the front desk person if they had any ice and was told no, and to go ask the person serving coffee for it. She was wonderful and helpful, and did get me ice. A salesperson and some fellow customers asked if I was okay but almost no other employee, including the front desk person, expressed any concern whatsoever. I had a black eye which is entirely my own fault, but again, very cold, uncaring interaction from the staff. The front desk person even told someone from service that she 'wasn't done snapping at him' which I found very unprofessional. She truly does not seem to belong in a customer centric role, and if she is not the same rude person from the phone, I would say the same thing about her. I have worked retail and know that it can be difficult dealing with customers, but if you are not a people person, you need a job that is away from the public. When I picked the truck up, I was not told anything special or really spoken to at all. On the road, I noticed that my utility box(that goes across the bed behind the cab)had shifted and later discovered that the screws that held it in place were never reinstalled! It was completely loose, although it appeared normal at first glance, and a serious hazard to anyone behind me. If it couldn't be reinstalled the way it was(two screws securing it-hardly a lot to ask), I should at least have been warned! To add insult to injury, my key was lost and after 40 minutes of waiting for it with no update, I simply had to request that it be mailed to me. No further communication has occurred so I have to realize that someone has my home address and a key to my vehicle. Not to mention, I guess I have to go and have more keys made. This just blew me away, I trust that my key will be taken care of and accounted for. Again, no apology whatsoever. They did try to hand me a set of keys, but I only left one and the tag on them said 1997 Tacoma, so I refused them(the poor person who owns those-I could have just taken them!). The end result is that I have my truck box uninstalled, a broken keychain, and have only 1 key for my truck remaining, in addition to the time I have spent trying to salvage this experience, sitting in the waiting room unnecessarily, etc. I do not yet know if the work on the truck was done correctly or if any corners were cut to get it done so quickly. Update: I did get the key in the mail 6 days later, no note, no apology, no call to let me know it was found. More

I recently visited colonial Toyota for basic service. I had a lube oil and filter and also a tire rotation. While I was in they recognized the noise I was complaining about and were able to take care of it had a lube oil and filter and also a tire rotation. While I was in they recognized the noise I was complaining about and were able to take care of it under my warranty that day.(even though I did not purchase my camry there) They offered me a rental vehicle for the day at NO CHARGE!!!!! I am extremely satisfied with Colonial Toyota. I did not purchase the vehicle from them however they treated me like I had been a customer for the lifetime of my car. I will never go to another dealership after this appointment. I will always purchase and service my cars from them. I only wish I could bring in my wife's Honda for service as well. The entire staff was happy and willing to help with anything. This is not like my normal service experiences with dealerships. I recommend anyone who owns a Toyota to Service or purchase with this company. Anthony was my service advisor. After sitting down with him I realized I did not have any coupons and he handed them right to me. He was extremely pleasant knowledgable and helpful . I also was helped out by Lynn Dyer in regards to my FREE rental car. She actually pulled the vehicle in for me and had the greeters help me exchange the items needed from my car prior to leaving. I also met 2 of the Owners a husband and wife right in the service department. I think after that great experience had they not been able to identify that noise I might have just traded it in and purchased a new car from Colonial Toyota that very day. I would recommend this dealership to ANYONE looking to purchase or service a Toyota. More

Do yourself a favor and do not go to this dealership place. Awful service...I am a big believer in locally owned/family store business but this so called "family owned" Toyota dealersh place. Awful service...I am a big believer in locally owned/family store business but this so called "family owned" Toyota dealership place was HORRIBLE. I was never treated so badly in my entire life. More

Bought a pre-owned vehicle recently from Colonial Toyota. Although you hear stories about car buying that rival bad root canals, my experience with Colonial was a pleasant surprise. I dealt with Ben, Bob, Although you hear stories about car buying that rival bad root canals, my experience with Colonial was a pleasant surprise. I dealt with Ben, Bob, Jim, and Henry. Found them all to be friendly and truthful. The car was exactly as described to me over the phone. They gave me more than the book value for my trade-in. There were no games, they didn’t try to sell me anything I didn’t need. And the interest rate on my loan was below the best rate at my credit union. All of the paperwork was done and I was on my way in less time than it takes most dealers just to find the keys. I commend Colonial Toyota for their professionalism. They are a dealership that I can recommend without hesitation. More

I can say, with certainty that the experience i had with the Colonial Toyota of Smithfield RI will be one i will never forget. The sincerity, care and support i experienced renewed my faith and belief in d the Colonial Toyota of Smithfield RI will be one i will never forget. The sincerity, care and support i experienced renewed my faith and belief in dealerships. I took my 2007 FJ Cruiser (65kmiles) because of engine light . What happened as a result began a period of time in my life wrought with frustration and angst. I found out that the engine, for reason still beyond my comprehension was all but null and void. The oil build up had for the most part destroyed the engine. When i received the call from the service person, it all but caused my stress level to extend to edge of a nervous break down. I had taken care of the car, had the oil changed and any other maintenance required. One could imagine the surprise. I immediately called corporate, this to no avail. I then began talking to the service manager at Colonial, Rayna Botvin. She took this case to heart and worked way beyond the call of duty. She went to bat for me. She with her husband James, began the long journey of finding a solution to this challenge. Their care for me and my situation seemed to be a forefront of their concerns. I could not hope for or even find a better set of people than them. We solved the situation, and am happy to say i am back in my beloved FJ and am headed down the highway. It is persons like the two of them, that reawakens the hope in other human beings. This could have been a devastating set back for my family and me. As a result, i will always return to them as long as they have the dealership. They truly are the example of customer service. They have restored a confidence in dealerships, that i had long ago given up on. If there was a higher rating to give them i would. I do thank you for this opportunity. Joshua 2 FJ Lover. More

Friendly knowlegable salespeople,no pressure during our sales which was conducted as quickly as we wanted.We picked the car up the next day.Very goodwill when we lost a hubcap shortly after purchasing our sales which was conducted as quickly as we wanted.We picked the car up the next day.Very goodwill when we lost a hubcap shortly after purchasing our Yaris. Convenient location. Clean comfortable showroom.We'll be back! More

I have rated this dealership extremely poor due to the lack of service and professionalism I received when a brand new vehicle When I tried to reach them they never returned my calls. I tried to reach th lack of service and professionalism I received when a brand new vehicle When I tried to reach them they never returned my calls. I tried to reach the service manager for over 5 days, the business manager never returned my call as he promised. I wrote a detail letter to the GM and he never replied. I forwarded my letter to the GM again and the Owner - and never heard from them. LACK of PROFESSIONALISM! LACK of SERVICE and NOT standing behind their vehicles. POOR QUALITY vehicle! Absolutely unreal! More

I would highly recommend buying a toyota from Colonial. It was by far the best experience I have ever had purchasing a car. I didn't know much about toyotas when I got there but their team of experts helpe It was by far the best experience I have ever had purchasing a car. I didn't know much about toyotas when I got there but their team of experts helped me to understand what a great value and security owning a toyota would bring me. Also, they helped me to decide which model would be best for me. I'm extremely happy with my new toyota and will buy the next one from them as well. Great customer service , great attitude, great car.. Colonial Toyota is the place to buy a car! More

Outstanding support and customer service from the first step to the end. It had to be the smoothest car purchase I have ever completed. Everyone on the staff knew exactly what they needed to do and I nev step to the end. It had to be the smoothest car purchase I have ever completed. Everyone on the staff knew exactly what they needed to do and I never had a doubt about their professionalism. I would recommend to anyone looking to purchase a new car. More