Westboro Toyota - Service Center

The rating for this dealer is negative infinity. The goal of their scams is not greedy high, each scam is about $1k-2k. I am studying how to report it to the MA state and the Toyota. They don’t care about an of their scams is not greedy high, each scam is about $1k-2k. I am studying how to report it to the MA state and the Toyota. They don’t care about any safety issues, what they do is just around 1k-2k money each time, not greedy, if too high, then the scam story cannot look normal. All the maintenance records of our two cars are in the system of two dealers in another state where we bought them brandnew. We did fully diagnosis check in the dealers and did all the necessary and even unnecessary repairs at the body shop from our auto insurance in the end of last year right before moving to MA. On 2/17 around 5pm, we took two cars there for the inspection sticker. Since then, all the scams started. They told us the first car (pretty new) cannot pass, but then they changed their mind because they saw our 2nd car waiting behind, they told us, they let the 1st car pass, instead the 2nd car (Sienna) cannot pass. The sale kept pulling out the little plastic crack piece in front of the car. The body shop and dealer in another state before our moving told us this does not matter at all, it is even not worthful to fix it even our deductible is only $100. But ok, we then fixed it at a body shop and also got 4 new tires, so, we came here for the sticker again. And we plan to change the wiper and replace one light sensor which are obviously not working. But this time, they saw we have the whole new plastic front part and 4 new tires, so, they didn't do the regular inspection at all like checking the light and wiper, instead, they looked for a one big around $1k problem, so, they passed everything else except one thing not pass: suspension. We told them we want the 2nd opinion for this suspension issue which was not in their first report, but guess what they already erased their first report! And we were told we cannot leave with our car and refused to give us the key back if we don’t accept their report, we told them they have no such legal right, but the manager kept telling us he represents the state law! And if we take our car, they will put a mechanical line on our car! We told them we will have to call the police to ask if this dealer has such a right. So, we called the police and went outside to wait in order not to bother other customers. But when the police came, the GENERAL manager came who we didn’t know his existence before, he told the police he orders a trespassing order! Wow, it was us who called police, and this dealer kept our car and key inside the building!! The general manager lied to the police saying we cannot go inside even we just walked out by ourselves for waiting the police to come. They lift our car and then put it down, kept banging the front door, I took the videos and photos when they were doing that. I told them please do not hit the front door. Our car got everything taken care of at the body shop in another state before moving to MA, the painting very shining, even no any scratches. But this location, they just want to damage our car, then they could let our car fail the inspection just for any tiny problem to be enlarged as a big issue, like that little crack in the plastic part. Their two inspection reports are different and in such a contradiction, and they let the notworking light and wiper pass, their report is not right and not reliable. But they claim they represent the state law. Before we went there for the 2nd time, we called, the lady on the phone also tried to scam us, saying if the car failed the inspection, then we will have to pay them $642, then later she said she did not say this number at all! Our phone record could show the history of callings, we called again the next day. But when they had our car, it was too late for us to stop them. More

Let’s start off by saying I’ve had 3 Toyota vehicles of mine serviced at the dealership for well over a decade. In the end of 2019 I had a horrible experience purchasing my 2016 RAV4 from them; after a yea mine serviced at the dealership for well over a decade. In the end of 2019 I had a horrible experience purchasing my 2016 RAV4 from them; after a year of avoiding them and receiving numerous texts from the general manager I decided to give them a try again for service. First service in February of 2021 was good however today May 17th I received some of the poorest service. I had to call to follow up on my car that I had booked a 9:30 am appointment for and also came 30 minutes early for check in. My car for a tire rotation and alignment and tire balance, with fuel injector cleaning (which isn’t worth the money in my opinion) took until 5:15 pm to be done. So my husband dropped me off at 5:23 and I had to wait to be acknowledged in the service department which is sad after having to call to follow up on my car regardless. I brought a coupon that was mailed to me and that seemed like a hassle to Juan who provided me terrible service. Well he told them to go grab my car and upon waiting outside with out seeing my car I start walking the lot to see where my car is; and the guy fetching it also had no idea. Low and behold I already had to fully pay for the services and my car was still on the lift with my alarm going off with no back tires on. I was told it was going to be ready over 25 minutes ago at that point. So I sat outside waiting for my car until just before 5 pm. No apology from anyone but a poor service tech who pulled my car up front for me. The guy Juan who checked me in explained that they broke some studs; which were actually lug nuts to my tire and they had to replace them for me. Let me just say I will never ever provide that dealership any more business and I refuse to allow any friends or family of mine who are Toyota drivers to use this dealership. They have horrible service and they have terrible customer service. My husband even tried speaking with them and they didn’t care or offer an apology. If anything turns out wrong with my car in the next week I will be heading to the BBB and obtaining a lawyer and suing the dealership. A sincerely upset loyal Toyota owner. PS if you want the whole story about the purchasing of the vehicle I can provide that too for back story. More

Fantastic service door to door Had a recall on my 2019 Avalon and had to get fuel pump replaced. Toyota came to my house, picked up my vehicle and returned it when completed. The Had a recall on my 2019 Avalon and had to get fuel pump replaced. Toyota came to my house, picked up my vehicle and returned it when completed. The service advisor, Brenda Ocasio, was outstanding. She called me once my car got into shop, updated me on status of vehicle and then called me once my vehicle was on my way home. More

DO NOT SERVICE YOU CAR HERE UNLESS YOU WANT TO BE ABUSED I urge you to take the time to review the sales and service ratings here for Westboro Toyota and you will see a consistent theme of incompetence and t I urge you to take the time to review the sales and service ratings here for Westboro Toyota and you will see a consistent theme of incompetence and then accusing the customer of lying. If you are in Metro West Mass area you will do much better at Bernardi Toyota or Acton Toyota. My story: went in for oil change and tire rotation using 1 of their many coupons to suck you in. Advisor was Roger Barron. Lounge area and wait typical. After an hour Roger comes over with a laundry list of $900 of suggested service. Transmission fluid that was done at Acton. Spark plugs not due until next tear. Fuel emissions cleaning not called for in owners manual. Asked why are you trying to sell me things inappropriately? Went back to his desk rather coldly. When the vehicle was ready their 1 and only xxx terminal was out of paper and NO ONE knew where a new roll of paper was. It was comical. After 15 minutes they found some. Roger did not thank me nor walk me to my car etc. Alfredo Lopes who I later learned is the "Service Manager" (and I use that term very lightly), showed me my car but it was blocked by another car so I could not exit the garage while he went to look for keys. This is where it gets interesting but scary. A month later as I am checking my oil as I do every month I almost faint when I see they had left the oil dip stick only half way inserted!!!!! Some oil had leaked out and I can only imagine the damage to the engine if more had leaked out or the dip stick came loose around a fan belt etc. I immediately call to speak with the service manager and they put on Alfredo. He is immediately gets defensive and says "...well IF we did it why did you wait so long to call us...". WHAT?!?! How about "OMG I am so sorry please bring it down immediately and I will personally put it up on a left and do a complete end to end inspection to ensure everything else is ok and offer you credit on a future visit". Nope! He says "...well what do you want us to do...?". And I repeat apologize and offer to rectify. Nope. His tone is screaming "YOU ARE LYING AND I DO NOT BELIEVE YOU". It gets very heated on the phone and results in him saying "YOU ARE RUDE AND IGNORANT". At that point I hang up on him. For 2 days I asked for the GM John Dowden to call me back since Alfredo is in way over his head. Finally John returns my call and has even a worse tone than Alfredo. He is more interested in interrogating me about what I said to Alfredo than apologizing and rectifying. I suggest to him the fix is apologize and rectify by future service credit and or complementary MPI multi point inspection. "No, we do not do that". My credit card company was shocked and more than glad to refund my money over Westboro Toyota incompetence. In summary I urge you to avoid them at all costs. Please take the time to review other feedback here. It is a consistent theme of all the typical dealer ripoffs you read about and it is quite surprising Toyota allows them to sell and service Toyota. They are not honest, will try to up sell you with un needed add ons and God forbid if there is an issue will immediately start to say you are lying and attack you vs owning their issue and fixing it. Buyer beware. Avoid at all costs. Never again. More

WORST CUSTOMER SERVICE - Never recommend to any one Went for a state inspection and have to wait for more than 1 hr and in end, they were telling the vehicle inspection failed of worn tires. The tires Went for a state inspection and have to wait for more than 1 hr and in end, they were telling the vehicle inspection failed of worn tires. The tires are absolutely fine and only 27K on my new Toyota sienna. Seems they are cheating, Every time you step in you should have new tires. They are trying to squeeze money by failing the inspection. More

WORST CUSTOMER SERVICE EVER Absolutely HORRIBLE service department Went in for service today, A guy grabs by car and started writing things down, he comes into the waiting area Absolutely HORRIBLE service department Went in for service today, A guy grabs by car and started writing things down, he comes into the waiting area anf gets my keys and drives off and starts working on it, so I go and sit and wait, An hour later I ask whats the status of my car, I'm told another 30 - 40 minutes. I ask a manager for help and get blown off, I go to the sales front desk and ask the GM for help only to be told, sorry and then blown off. I WILL NEVER GO TO WESTBORO TOYOTA AGAIN Car was dropped off at 10:40, paper work says it was completed at 12:34 Work done - oil change. More

Company caught cheating and Management did not help I took my brand Toyota RAV 4 for a 5000 mile service . I only had 2000+ miles but I was told by the dealership that I need to have my vehicle service I took my brand Toyota RAV 4 for a 5000 mile service . I only had 2000+ miles but I was told by the dealership that I need to have my vehicle service either every 4 months of every 5000 miles to keep my warranty. Took my vehicle there to be serviced and within 1 hr, Jorge, the service representative told me that the oil change was done and the rotation was also completed. After taking my vehicle home, I found out that the tire rotation was definitely not done because I had a scratched tire with the scratched ream on my right front tire and the tire remained in the same position after the service was done. I contacted Jorge and he questioned me why I accused them of not performing the service. I requested to speak with the service manager and did not get a response back. I reached out to the general manager, John Bowden and received a generic response that 'There is no alice or intent by my employees'. I called another dealership and they told me that oil change is not supposed to be done in the 5000 mile service. This made me wonder whether anything was done during my visit. Although I did not pay for the service since the vehicle is under Toyota care. However, this dealership cheated me out of a proper tire rotation and charged the service (to Corporate) for service that was not performed. I think this speaks a lot to management. More

Price rip off $92.00 to loosen screws on back license plate. Was told $84 but charged $8.00 for waste to dispose of screws. If told I could of disposed them at home $92.00 to loosen screws on back license plate. Was told $84 but charged $8.00 for waste to dispose of screws. If told I could of disposed them at home. More

do not bring your car there! I brought in my 2017 Toyota Rav4 for its 25,000 maintenance and state inspection. I pulled my car into the service building and parked it in the check I brought in my 2017 Toyota Rav4 for its 25,000 maintenance and state inspection. I pulled my car into the service building and parked it in the check in area and waited for the service advisor. While I was waiting I walked around my car multiple times just to make sure there was no external damage that would prevent me from passing the inspection. It is important to add that I did not wash my car before the inspection because a big snow storm was said to happen the day after, so my car remained covered in a layer of white salt. After about three minutes the service manager came out and did a walk around my car with me to check in my car. Both he and I saw no external damage and he did his initial paper work and then we went to the service office to fully check in my car. At the same time the valet had taken my car through the service building and driven it to the back lot where they keep all the cars awaiting maintenance or pick up (lot where only employees are allowed). We finished the paper work and I left my car there telling them to take their time and call me when it was done. About three hours later I received a call from the same guy I did my paperwork with telling me to pick up my car, saying they had done the 25,000 maintenance but my car hadn’t passed inspection because the rear bumper reflector was cracked. When I went to go pick up my car I walked into the office and that same guy explained to me that to pass inspection I would need to fix the crack and come back. Shortly after the valet guy brought my car to the front. I began my walk around and noticed my rear bumper reflector as well as my bumper was smashed. I immediately walked back into the office saying that someone had hit my car. The same guy who helped me all along calmly said let’s take a look. I showed him and said that it wasn’t there before and he said no it was and that’s why you didn’t pass inspection. I began to show him the signs of how fresh the smash was, like through the salt you could see my cars black paint (which would be covered by more salt and dust if I had driven it for even a mile), also a piece of freshly smashed plastic was loosely hanging off my reflector (which would easily fall off if I began to drive), and the inside of my reflector was perfectly clean with no dust or salt (which it wouldn’t be if i had been driving my car at all). He became very defensive and ignored all my points saying that my windshield had a sun tint stripe which wasn’t allowed either (last year at this location I had passed inspection with the same tinted strip). So I demanded to see the service manager. When he arrived I re-explained everything to him, he then asked the guy helping me (service advisor) if he had taken this damage down at the walk around check in and marked it on paper. The service advisor began to babble on saying how he noticed it at the walk around but never definitively said he marked it on paper. Then the service manager turned to me saying that this is why my car hadn’t passed inspection and that the damage was already there and ignored all my proof. I then asked to see the general manager of the place and sat in my car waiting, after about thirty minutes they all showed up. I repeated all of my proof to the general manager, and he also asked the service advisor if he had marked the damage on the check in paper. The service advisor had taken out the check in paper which was now marked with a check saying I had back damage. I told the general manager that that mark was not there thirty minutes ago, I also reasoned that wouldn't they have pointed out pre-existing damage to me at the time of check in, just to cover themselves from being wrongly accused. Also I was never asked to sign the check in paper so there was no proof that that was my original check in paper. Then I recommended we look at the security footage of the store to see if the damage can be seen on camera. To which the general manager said neither he nor anyone in the store has access to the footage. The general manager then switched his attitude and told me that he was a busy man and did not have time to argue, and then he said that if someone had hit my car on the property they were not responsible and how would not pay nor fix it. Then he said “if you went to subway for a sandwich and came back out and your car was damaged, would you demand subway pay for it?” He was obviously belittling me for my slightly poor English, as it is not my first language. I then mentioned how those are two completely different situations because I had given them my car and my keys and left my property under their supervision. He then said it’s the exact same thing and called the valet guy over, and gave him the orders to get my car off the property and leave it there and walk away. Then they all walked away, I understood there was no point in arguing took pictures of the clean damage and drove away. More

Nice dealership to do do business with As a person who has a degree in industrial engineering, I look for the efficiencies in an operation and I am impressed by the knowledge and thoroughne As a person who has a degree in industrial engineering, I look for the efficiencies in an operation and I am impressed by the knowledge and thoroughness when my car goes in for service. I did buy the extra coating on the car's surface and had a problem when a substance ate through the finish on the car's hood. The dealership was helpful in getting the claim recognized and the car hood looking like new after being repainted at an outside shop. They don't have a paint shop in house. More