Toyota of Woodbridge

When we first found our Toyota Sienna online, it was listed with a picture advertising a free lifetime warranty. It also was listed as having 18,235 miles. We drove about two hours to the dealership t listed with a picture advertising a free lifetime warranty. It also was listed as having 18,235 miles. We drove about two hours to the dealership to test-drive it and possibly purchase it. After a few lengthy delays of sitting in the dealership at a desk with our 18-month-old, our salesman, Enrique Santos, showed us the van (which was still being cleaned) and went with us on a test drive. We glanced at the odometer area display, which read as advertised, and looked over the van relatively thoroughly. It had a few dings and stains but was in good condition. During the test drive, Enrique specifically mentioned that it would come with two keys with remotes and a full tank of gas if we bought it. We then went into the dealership to talk about the final price and what that would include. Enrique acted very happy to negotiate and even had my husband initial an offer that we thought would be fair. To make a long story short, the salesman went back and forth with possible deals (while we sat at a desk) until his manager, Jeff McCallum, finally came out. Jeff seemed friendly, eager to compromise and receptive to our offers, and also walked back and forth to a back desk while we waited and waited. We wanted a couple things included in a reasonable price, like removing a stain from the carpeting, installing floor mats and buffing out some paint scratches (these three requests in particular were written down on our negotiating worksheet). However, the process dragged on for hours, with the negotiators constantly implying that the price we asked was almost high enough for them to sell it to us, and if we’d come up a couple hundred more dollars we could have the van. Half an hour after closing time, Jeff finally came back out and gave us “the best he could do,” which was only a few hundred dollars off the original list price and far above the price we’d “initialed” at the beginning of the night. We were so frustrated by how long they had taken and their continually deceptive attitudes about the price they planned to offer us that we decided not to buy the van and took our toddler home to bed. Later that night, after much consideration of the last offered price, the options they had promised (floor mats, two key remotes, touch up painting), the fact that the vehicle would be Toyota certified, and the low mileage (around 18,000), we decided that the price was worth the questionable sales techniques and inconsiderate customer service. We decided to make the trek back and buy the van the next day. As my husband was signing the paperwork, he realized that the mileage listed in the paperwork was actually 23,581 and brought up the apparent mistake to the manager, Jeff. He said that, no, the car did indeed have over 23,000 miles on it, and the “trip A” display is what had 18,235 miles (not to mention the advertisement they posted for the car). They had the “trip A” display option showing during the test drive and while the car was sitting on the lot for anyone to look over. Despite the false advertising, they would not lower the price a single dollar, though Kelley Blue Book said the extra mileage should knock $1000 off the value. Then when my husband inquired about the free lifetime warranty advertised online, he was told that it didn’t apply to this car. And even though we had a check from the bank to pay for the car, he had to fill out a credit application, ostensibly because of “September 11th.” At this point, we just wanted to be done with the deal after wasting so much time and so decided to finish signing. We left the van there to have the scratches and stain taken care of and the floor mats installed. My husband called back repeatedly to ask when we could expect for the van to be ready. Enrique kept stalling and refused to give an expected delivery date (as though a Toyota dealership has particular difficulty obtaining floor mats for a one-year-old car). After several days of persistence, Enrique informed him that floor mats didn’t come with the van and we’d have to purchase them. He didn’t contest that we had always expected them to provide us floor mats, he just said we couldn’t have them. After a couple more days of repeated and often un-returned phone calls (and frustration for us), my husband finally was routed to Jeff once again (after the dealership told my husband that the manager they’d had him speak to earlier that afternoon had been fired and thus wasn’t available). Jeff said that there was nothing in the written contract requiring them to give us floor mats. As my husband started to reiterate Enrique’s and Jeff’s verbal promises, Jeff interrupted and said condescendingly that the van was ready to be picked up with mats installed. We drove up immediately that night to pick up the car (5 days after we’d paid for it), concerned that something else would go wrong if we waited even a day. There were still paint scratches, but at least the floor stain was gone and the floor mats had been thrown in (not installed, which I discovered a couple days later while inspecting the car -- the driver’s side mat was not even attached, which is a potentially fatal safety issue). We decided to take it as it was, but wondered where our second key with remote was. Enrique informed my husband that there was only one key. I returned to the building to question him, since he had personally and specifically told me of the two keys with remotes during the test drive. He said that the van only came with one key, so he could only give us one. I reminded him of his statement, and asked him if he had been confused. He simply looked at me and said, “No.” I then asked if he could get us another key somehow (which of course the dealership can easily do by programming a new key in just a few minutes – something I had to have done at our local dealership later for almost $100). He said no, he would not get us another key. I left the building, got into the car and turned it on to leave. Then I realized that they had only left less than a quarter of a tank of gas in the car, not even enough for us to drive home. As we left the parking lot, we vowed to inform other potential customers of the insidious, systematic and widespread deceit that has apparently permeated the sales personnel of Lustine Toyota and their method of doing business. Needless to say, we will never recommend this dealership to anyone, nor will we ever do business there again. Within a couple of weeks, we had to take the van into our local dealership to have three small items fixed that should have been taken care of in the “extensive” inspection Lustine must perform before selling a vehicle as Toyota certified. We discovered later that they had not filled out any of the Toyota Certified Used Vehicle information, including the warranty number or even the key number. We were able to get most of that information from the national Toyota customer service number, except the key number. When we called Lustine to get the key number (necessary to access the car if we ever lost the one programmed key they gave us), they said that they couldn’t give that information over the phone. We would have to drive the two hours back to their dealership just to get that number, or we could find another Toyota dealership and go to their service department. Thankfully, all of the broken parts were covered by the car’s original warranty, and our local dealership (Toyota of Southern Maryland) performed the work with no issues and found our key number. Now, after waiting almost two months, we have finally received our permanent plates and registration. Our Lustine ordeal, we hope, is finished. (By the way, we also own a Toyota Corolla, and our experience with the dealership in Hawaii was hassle-free and completely satisfactory.) More

We were looking to buy a 4runner, however, Lustine was way over priced and the sales people there seem like a bunch of idiots picked up off the street that know absolutely nothing about the product they a way over priced and the sales people there seem like a bunch of idiots picked up off the street that know absolutely nothing about the product they are selling. The entire test drive, the sales man was on his phone talking to his friends about personal issues. Customer service is surely lacking and perhaps that's why your ratings suck Lustine! More

This is the letter I sent the VP: Names have been left out. It says it all. Sir, Would like to tell you about a very unpleasant visit I had to Lustine on Sunday. First, my salesman (D) was/is first ra out. It says it all. Sir, Would like to tell you about a very unpleasant visit I had to Lustine on Sunday. First, my salesman (D) was/is first rate and he did an awesome job taking care of us. My issue is with ####--Sales Manager. My wife and I (we) are in the market for a RAV4 after many months of research, etc. We have been talking and visiting D for about a month and it was between Lustine and another dealer for our purchase and D knew that. We came in SAT and sat down with D to reconfirm the vehicle we wanted and get a price. We talked numbers and #### came and joined the conversation (they both new we were going to the other dealer before we made a decision). We wanted a red one, which y'all did not have, but #### said he could get one. D knew what we wanted, but we gave D another piece of paper with the exact model and options we wanted and #### saw it too. #### asked me what I wanted, and I told him I wanted to be out the door at 29,500. We wrapped things up and I asked him what the price was/is, he did not give us an exact price, looked us in the eyes and said I can get you out the door for less than $29,500. We said great as we shook hands and he said I hope to see you later today or Sunday. We went to the other dealer and you had the better price. We came back Sunday about 1130 with all intentions of buying/putting a deposit down on the red one. D showed us a printout of an inbound red one that was due in 1-10 March. We were excited!!!, then the bottom fell out. D went and spoke to #### and D came back and said the price was now $1000 dollars more. We had a little discussion with D about the Saturday conversation, etc. D went to #### again, but no change. #### did not even have the guts to come tell us himself, he used D as his messenger. Unbelievable and we were/are very disappointed. We left. Is this the kind of business you run where your people (and with all due respect) LIE to customers? Bottom-line---that is what #### did. I still can not believe his dishonesty and the audacity of him to sit there and tell us Saturday that he will give us this deal and we return Sunday to buy and he raises the price by $1000. He should be ashamed of himself and if you are not VERY disappointed in his actions, well shame on you too. D told us how Lustine shoots to win the Presidents Trophy, but with people like ####, I now see why you have a hard time receiving it. I could go on and on with my rant, but I think I have explained the situation and our disappointment. Again, D is first class!!! He did everything right!! I think he was even a little embarrassed by ####'s actions. More

I had a sudden acceleration accident with my 2005 Toyota Matrix. I was pulling into a parking space and took my foot of the gas to put it on the brake, when the car made a noise and shot forward jumping the Matrix. I was pulling into a parking space and took my foot of the gas to put it on the brake, when the car made a noise and shot forward jumping the curb and smashing into a building. I brought the car in to Lustine Toyota for service. When I spoke to a service representative about the sudden acceleration problem, he obviously did not believe me, looked at me ike it was my fault and showed no sympathy whatsoever for what I had been through. I wanted to know why it happened. When they were done with my car, they did not even address the sudden acceleration problem. I emailed Lustine Toyota to complain about what happened. They emailed me back and showed some concern but wanted me to bring my car in to look at which I had already done. After reading about the mass recall of Toyotas that had experienced sudden acceleration, I wrote back asking for a smart brake system put on my car. They answered that the Matrix was not being recalled and that it was a floor mat problem. My car did not smash into a building because of the floor mat and Lustine did not respond to me asking for the smart brake system to be installed in my car. Due to this, I had to get rid of my car as when a car experiences sudden acceleration, it can happen again, not to mention that value of the car goes way down after an accident. Lustine Toyota Customer Service is horrible and I would not recommend that anyone buy a Toyota at Lustine and take the chance of having a sudden acceleration accident and not being able to prove it or have Lustine Toyota acknowledge it. More

I have been living in Woodbridge for about a year and I never liked how the salesman were always loitering outside the premises (Lustine Toyota of Woodbridge) so I felt comftorable to receive my oil change never liked how the salesman were always loitering outside the premises (Lustine Toyota of Woodbridge) so I felt comftorable to receive my oil change in Springfield or Manassas, but not this day. I decided to take my car for the first time to Lustine Toyota of Woodbridge for a much needed oil change since I do live in the area. I was just getting off work, and I figured I would be in and out in no time, oh how I can be so wrong. I gave them my car at 7:30am and waited for them to call me but nothing. Two hours has passed and nothing. I walk over to the cashier desk to see what was the hold up and notice that my keys were still sitting on the guy who set up the service, desk. I was furious...if I didnt say anything I would have waited much longer just to recieve my keys for a prepayed service that was rendered. TWO HOURS FOR AN OIL CHANGE!!! NEVER AGAIN. I have noticed this dealership is the WORST in every aspect of their business. I PRAY YOU TAKE HEAVE AND STAY AWAY!!!! More

Dishonest, Unresponsive, Unreliable, Unknowledgeable, Untrustworthy. Employees of Lustine Toyota Scion are dishonest about their products, pricing, availability, etc. They are unresponsive - from the Untrustworthy. Employees of Lustine Toyota Scion are dishonest about their products, pricing, availability, etc. They are unresponsive - from the sales staff, to managers, customer service, finance, to General Manager. They're incompetent in all departments. Recommend a simple internet search of Lustine reviews prior to considering giving them your business. More

The salesman at Lustine Toyota answered my search for a 2009 RAV4 Limited for my father; said he had just the "exact 2009" in his inventory. Loaded, leather, navigation, every option for $27688.73; that so 2009 RAV4 Limited for my father; said he had just the "exact 2009" in his inventory. Loaded, leather, navigation, every option for $27688.73; that sounded great. My parents go to Lustine to make the purchase and once there Lustine Toyota can't find it. So the salesman offered a Sport model with no leather seats or navigation for $27999. More money, fewer options and it's a demo with 5,000 miles on it. They called me and I told the salesman that that was not acceptable and he assured me not to worry, he would take care of my parents (in their seventies) and get them the best deal on a RAV4. They came home with a "used" 2009 RAV4 no leather, no navigation for $29000 and never told them it was a used car. When my mother and I went in to see the general manager Jim Giddings, he found the whole bait and switch amusing and said that my mother got what she wanted and in his opinion "a good deal". More

Worst Worst Dealership you could ever go to in your life. Tell someone - tell the world - help the world from these crooks. They should be banned, blacklisted and closed down! Be aware of everyone that work Tell someone - tell the world - help the world from these crooks. They should be banned, blacklisted and closed down! Be aware of everyone that works there. Tell the world and read all of the postings, they tell it all. More

I was signed up for a $400 financing option (makes payments biweekly) after clearly stating I was not interested. They refused to refund the amount despite agreeing that we had not wanted to use thei payments biweekly) after clearly stating I was not interested. They refused to refund the amount despite agreeing that we had not wanted to use their "service". Their trick was saying "do you want to sign up for biweekly payments?" not telling you that "biweekly" is the trademarked name of a 3rd party program to make your payments. So when you respond that you want to make bi-weekly payments, you are inadvertently accepting a 3rd party finance option. There is a $400 sign up fee. The conversation with General Manager Jim Giddings was unprofessional and juvenile. He actually took the opportunity to say he was "scared for our national security if a member of the military (me) would sign up for something he didn't want." He used Negotiation 101 techniques and often turned the conversation into personal insults. How someone of his moral character became General Manager says alot about the dealership. My family nor anyone in my military unit will ever use Lustine again. More

Last year my wife got a '07 Dodge Charger and was happy with it. About 4 moths later I decided to get a '07 Dodge Nitro R/T. Turns out the Nitro was a piece of crap. I had problems with the brakes makin with it. About 4 moths later I decided to get a '07 Dodge Nitro R/T. Turns out the Nitro was a piece of crap. I had problems with the brakes making a moaning noise and had it back to the dealer 5 times and was always given the run around; this is a "normal operating condition of the vehicle" etc... There was clearly a problem. I was told one time by a service rep there was a problem and it would be fixed (I think on the 3rd visit) That service rep then disappeared and was no longer there. Steve Kane, the service manager was the one with the final say and my problem was never fixed. I tried to call the 1-800 customer service number for Dodge, but that turned out to be a even bigger joke! Totally Useless. I was helped by Jessica (no last name, she would not give one). The bottom line of that conversation was; "our service managers are our eyes and ears in the field, we go with what they say." Well what happens if you don't agree with the service managers assessment? Who do I talk to then? A: "There is no one else to talk too." Do you have a supervisor I can talk to? A: He will not take your call and said the service manager is the final say." That is Dodge's "customer service." I took it to another dealer, but the first dealer had "black balled" my file and I was told the same line at dealer #2. With less than 10,000 miles on the car, less than 1 year old, I traded it in (for a loss) and got a new Honda Accord. I was just sick and tired of the run around and the total crap service and having a new car that was always in the shop. I looked on line a week after I got rid of the Nitro and found it for sale "Car fax certified 1 owner, low miles, NEW BRAKES, every option..." So I was not crazy at all, to make the car sellable they had to replace the rear brakes completely, rotors, pads everything! Maybe I could have kept fighting, but I just did not want to own a Dodge after my experience with their idea of "service." Do not do business with Lustine or with Dodge. I am happy with my Honda with no problems and the highest quality rating from consumer reports. More