Wilsonville Toyota

I went to three different Toyota dealers and a Chevrolet dealer prior to going to Wilsonville Toyota. I played what I call the “number game” at all of the other lots. They started out high on their car and dealer prior to going to Wilsonville Toyota. I played what I call the “number game” at all of the other lots. They started out high on their car and low on my trade then ran back and forth with me and the sales manager’s for up to two hours before I ran out of time and walked away from the deal. One sales person kept coming back to the table and pointing at a number saying, “Just write the check for this amount.” I was ready to give up car shopping when I found a Camry in the exact color I wanted for thousands less then the other Camry’s I looked at. It was newer, had fewer miles and was still under the original manufactures warranty. I thought there had to be a catch. I couldn’t believe they would sell a newer car with fewer miles for less money. I spoke to Ellie Treinen at Wilsonville Toyota before making the drive from Portland to Wilsonville. I truly expected to be told “Sorry we just sold that one, but I have another with a few more miles that cost a little more.” I’ve heard that line before. To my surprise the car was still there. I took it for a test drive then prepared to start the agonizing negotiation process or “number game.” Ellie gave me the price for their car and it was exactly what they quoted on the phone. They made a fair offer for my trade and the deal was done. I may have been in a mild state of shock. They agreed to make a small repair and even made an additional repair after the purchase. The shock was a little more then mild for that one. I feel Ellie and Wilsonville Toyota went above and beyond to make me a happy customer. I would highly recommend Ellie and Wilsonville Toyota to anyone looking for a new or used car. They have changed my attitude about car shopping. More

I hope I only ever want a Toyota or Scion, because this is the only car dealership I EVER want to frequent again. Their sales model is one that the whole car industry should be adopting. This was our sec is the only car dealership I EVER want to frequent again. Their sales model is one that the whole car industry should be adopting. This was our second car at Wilsonville, both with Sean Day, and I cannot speak more highly of his treatment of us as customers. The experience is low stress, you are not constantly worried that you're getting ripped off or being duped, and there is a true interest in meeting your needs as a buyer. I LOVE my new Prius and can drive it feeling great about the guy and dealership that sold it to me. How many car owners can say that? I recommend Sean and Wilsonville Toyota to all my friends. More

How do you rate a dealership at which you experienced some of the worst customer service ever followed (eventually) by strong service recovery? In balance, I changed by rating from a "1" to a "3". To mak some of the worst customer service ever followed (eventually) by strong service recovery? In balance, I changed by rating from a "1" to a "3". To make a long, painful story as short as possible- we purchased a USED vehicle (Mazda CX-9) from Toyota Wilsonville in February. Perhaps that was our first problem- reading through so many positive reviews of this dealer, we may have started as second class citizens as 'previously-owned' customers. FIRST THE NEGATIVE: The salesperson who sold us our car was indifferent bordering on rude when my husband called back the next day with a few questions. There were 'small issues' no floor mats in the car, empty gas tank leaving the dealership, only one key "Can't find the other one..If we find it around somewhere, I'll mail it to you" says my bored salesperson). Then the major issue: the dealership claimed in the inspection documentation that all four tires were at a "4" in tread (still with a good deal of mileage on them...at "3" it's time to start considering new tires and at "2" it's illegal to drive). But by the second day of owning the car, my Tire Pressure Warning Light has gone on and I've got a complete FLAT. I take the car to Les Schwab who informs me- the front two tires were at a "2" and needed to be replaced immediately! I call Wilsonville Toyota, spoke to 'a manager' who stands by his documentation, told me that Les Schwab simply wanted to sell me tires. So, after I have Les Schwab repair the flat, I took the car to Broadway Imports (a service garage in NE) and Costco Tire Center, both confirmed a tread depth of <3 on both front tires - one of which needed immediate replacement. Called the dealer again, was told to bring the car in for inspection. Once there, I had the unpleasant experience of debating with Ron the tread depth. When HE finally admitted that at least one of the treads was 2 7/8, his offer was to get me new tires at 'employee discount'. Got home, did research and realized his employee discount was going to cost me more than ordering the tires through Costco. Third trip back to dealership to talk to Ron who decided to send out Boyce to deal with me instead. More arguing about the depth of the tread! Boyce was unbelievably arrogant and rude. Never once did any employee of Toyota Wilsonville take accountability for falsely documenting the tread depth. The left front tire was at the legal limit, was on its way to a complete flat and could have blown out on the freeway with my kids in the car! When I finally expressed my frustration and told him that I was shocked that a company dependent on positive word of mouth could show such a lack of customer service, he shrugged his shoulders and stared at me. I had to wash my hands of the whole experience, go home to research and order replacement tires for the vehicle- an expenditure which I had not factored into our budget until next year. So what's the POSITIVE: AFTER posting my experience on DealerRater- I received a call and email the following day from the Director of Operations, Jake Hachmeister. Not surprisingly, Jake has bent over backwards in the last three weeks to attempt service recovery. He has replaced all four tires at no charge to me with the brand I selected (Michelin). He has offered personal and prompt follow-up in all our dealings. He checked-in with me every other day until all my needs were met. When I came in to have the tires installed, his staff were extremely courteous and professional. Obviously, Jake cares strongly about the reputation of his dealership and ultimately corrected a bad situation. Unfortunately, although his efforts were not too little, they were too late...I had four interactions with three employees before Jake- from Sales to 'management' all of whom disappointed hugely in their customer service. To be fair, Jake claims to be relatively new in his role and commits to follow-through to ensure that this type of service failure does not happen in the future. I'll leave it to the cynics versus the optimists to evaluate whether management is truly committed to fixing the root cause of our experience, or will simply be there to manage recovery when poor service hits a small (lower profit margin?) minority of his customers. More

I have dealt with dealerships most of my life every three years or so. I will keep going back to Wilsonville Toyota as long is Brad Ostlund is there and they are in business. Great people to deal with. Su years or so. I will keep going back to Wilsonville Toyota as long is Brad Ostlund is there and they are in business. Great people to deal with. Super good with getting us our new car. Not pretensive, just honest, hardworking sales people that know their products. I am now a customer for life. Thanks. JCK and TK in Keizer, Oregon More

Everyone was very friendly and made the process easy for me. Sean seemed to know the car well and pointed out features I might not be familiar with. I went there because I did not want to have to do a bunch me. Sean seemed to know the car well and pointed out features I might not be familiar with. I went there because I did not want to have to do a bunch of negotiating and that was as advertised. I'm happy with the car I bought. More