Came to this dealership as a loyal second time customer.
Was sold an almost $20,000 vehicle with engine failure which is inoperable and still sitting in my driveway. I refuse to keep shelling out diagnostic
Was sold an almost $20,000 vehicle with engine failure which is inoperable and still sitting in my driveway. I refuse to keep shelling out diagnostic fees for the crappy warranty the power train for life. Have been denied a rental and treated less than human by tj his staff. This guy doesn't even have the decency to return my phone call. Buyer beware not a great dealership here. I have saved messages with associates to boot.
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by na13
Dec 17, 2024 -
Summit Toyota of Akron responded
Hi Cheryl..
I will respond to both your Google and Dealer Rater reviews with the same response. They are a little different so some of this response will be about statements made in the other review.
You (Mr. B) purchased the vehicle on June 4th with 70027 miles on the odometer.
You contacted us for the first time regarding any issues with the vehicle on August 16th, or about, dealership phone records show the 16th but you may have contacted the salesman on his cell a day or two prior. This is important because your review says “a week later” you had issues, when you did not notify us until 72 days after purchase.
The vehicle was inspected at Diehl Hyundai on August 19th with 76,584 miles on it, since they were closer to you. Under your Powertrain For Life Guarantee (PFL) you had a repair paid that was $5079.58. That repair was paid by PFL. You did not pay diag fees. or for the repair It did take them the better part of 45 days to complete the job. Your PFL paid the large repair but unfortunately does not include rental coverage. We offered you a rental at employee pricing $35/day and offered to deliver it to you. As we explained, this is for insurance reasons and because you were not on a work order at Summit we could not cover the rental. You declined.
You stated I would not call you back, however I have dozens of text messages and phone calls with you, some recorded on the work phone and some on my cell.
It is my understanding that you called Nikki (Service Manager) roughly 45 days after your repair was completed, stating the vehicle was not running right. She said to get it back into Diehl and you wanted us to authorize the diagnosis. We explained as with every warranty (and your repair that was just done), the customer authorizes the diag and if it’s a covered repair you do not pay the diag. In this case it could have been a covered repair or due to the previous repair, either way you would not have to pay.
In closing, the guarantee paid your bill. The repair was due to an oil consumption issue which (as explained) is not apparent on a used vehicle inspection as you have to drive the vehicle for over a thousand miles during the test and that is not a reasonable practice or industry standard to do for each pre-owned vehicle inspection. You were communicated with and taken care. If there is in fact a new issue I would authorize the diag. After calling us crooks, I would assume we won’t see you for your next service interval that has to be done with us, in order to keep the PFL intact. Once that service is missed with us, the PFL that paid your service bill will be void (and was free with your purchase).
Good Day.
Gotta say, TJ gave me an outstanding offer on my trade in
that other dealerships couldn't touch. He explained all the numbers to me in a way i could easily understand, and didnt waste any of my time. Thats h
that other dealerships couldn't touch. He explained all the numbers to me in a way i could easily understand, and didnt waste any of my time. Thats how i like it. Greg from sales also helped me get through all the paperwork fast and easy. Was super knowledgeable on many different vehicles and made my choice simple. The facility is top notch as well as their service department. Would 100% buy another vehicle from Summit when the time comes trade in this one. Great people!
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by matthewdean762
Other Employees Tagged:
Greg Welty
Jason was knowledgeable and familiar with most of the
details which is rare these days.
details which is rare these days.
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by fridaykl
Jun 14, 2024 -
Summit Toyota of Akron responded
Thank you for the great review and your business!! We will make sure Jason sees this review!
BUYER BEWARE!
!!!
I put a deposit at this dealership back in June to be put on a waiting list for a car (Corolla). A few months go by I still don’t have a car or e
!!!
I put a deposit at this dealership back in June to be put on a waiting list for a car (Corolla). A few months go by I still don’t have a car or even an ETA, in addition to that my wife and I learned that our family is growing and that car we thought we wanted is no longer going to be practical and won’t fit our family so I reached out to the dealership to cancel the deal as I can’t use that car anymore. They were so quick to take my deposit but when I asked for a refund I was told that I won’t be getting my money back regardless if I’m not buying a car from them.
Not only are they refusing to refund my money, they’re accusing me of lying about my family situation. I would never do business with scummy people like this.
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by MINA.AZIZ
Nov 28, 2023 -
Summit Toyota of Akron responded
We will copy/paste from other review forums with a short additional response
There were no accusations only a lack of trust built from multiple angles attempted. Either way, if the final angel is true or not, we can not pick and choose who has to abide by the agreement or not. Mr. Aziz is in the auto industry and feels as though a "professional courtesy" should remove him from the agreement.
Copy paste to follow-
We are upfront, transparent and honest about our refund policy. Mr. Aziz was told prior to giving the deposit. Mr. Aziz signed two documents that do not have fine print. One of which is three short paragraphs, and its sole purpose is to disclose the current wait times for the specific vehicle as well as the refundability of the deposit. If the customer does not agree to these two documents, they do not go on the waitlist. Either way we must adhere to the deposit policy as we cannot pick to refund one customer over another. Doing so can bring serious allegations as to why.
Mr. Aziz's 'family growing' is touching and as a act of good faith we offered to reduce the size of his deposit to an in-state (he lives several states away) amount (half). He would not agree. This is a case of I am okay with your policy until I am not okay with your policy. That isn't fair to the other folks on the waitlist. The growing family reason is a fair reason to ask to be let out of the agreement, but the policy isn't non-refundable until your needs change, or you come up with a good one. This was also one of many reasons that came up from Mr. Aziz. Each proven not true until we arrived at the gowning family excuse. Mr. Aziz left the circle of trust during these attempts.
Deposits are non-refundable because you can cause longer wait times for the folks behind you on the list. If we work on your file for months that means we are not working on the folks behind you. If we spend this time and you change your mind, you have effectively made the folks behind you wait longer. That isn't fair to anyone, therefore you must have a financial commitment to enter the waitlist. This is just one of the many reasons.
Nov 28, 2023 -
MINA.AZIZ responded
This isn’t legal. You can’t hold my money if I’m not buying a car from you. You choose not believe my circumstances and that’s fine me because I don’t care about that. What I care about is my money and I want my money back. I can understand take my money because you went and ordered me a car and I then changed my mind. Your way of doing business is so unethical and wrong but I’m sure you know that already. I in fact am in the business but guess what?! I’ve never in my career kept anyone’s money if they’re not buying a product or a service from me.
Outstanding job.
Clean, fast and customer centered services. You always are the best host while taking great care of our cars.
Clean, fast and customer centered services. You always are the best host while taking great care of our cars.
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by Tristă
Nov 24, 2023 -
Summit Toyota of Akron responded
Thank you for the five stars and appreciating our efforts!
Horrible dealership.
Management was rude and completely disrespectful. Buying a new car can be overwhelming and stressful. Before you are going to pay on something for
Management was rude and completely disrespectful. Buying a new car can be overwhelming and stressful. Before you are going to pay on something for a long time you want to be sure its exactly what you want. Dealership should understand that and want to make sure you are happy. Things seems dishonest about vehicle and we were apprehensive. Management left rude voicemail and when we texted them to ask them to please stop contacting us, they were even more rude in the response. Car we were looking at was used. Due to poor treatment by management, we went elsewhere and bought brand new 4Runner with more options.
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by mascottV
Sep 14, 2023 -
Summit Toyota of Akron responded
We do not believe this to be a true review. There is no customer by the name in the review, however some customers don't want to reveal their true name. With that being said, I rarely text sales customers that weren't referred directly to me and there certainly was never a rude text or voicemail. Though I am always reachable and put my personal cell in every email/review/voicemail there is a level of management between me and the customer . I have also never texted anyone after requesting to stop communication.
Most importantly your review also states a two star on price transparency. That doubles down on the false review as we ALWAYS start with the internet advertised price. There is no slight of hand or 'oh you caught us'. The price starts at the advertised internet price every time without fail and every pre-owned vehicle is advertised on the internet.
We wish you the best and if you would like to provide more detail than the vague review please let me know. Tj DiSanto General Manager 330.671.3913.
David was amazing.
He was courteous, professional and very friendly. He made our car buying experience easy. I know when my wife comes away happy, it's been a great ex
He was courteous, professional and very friendly. He made our car buying experience easy. I know when my wife comes away happy, it's been a great experience.
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by neilcascardo
Jun 25, 2023 -
Summit Toyota of Akron responded
Thank you for the five stars Neil! You are going to love your new Tundra! Safe travels driving back home!
From Sales to Service this is by far the best Toyota
dealership in NE Ohio-likely a bigger area as well. I’ve bought two Toyotas there and just recently made a massive mistake in buying my 3rd from Ganl
dealership in NE Ohio-likely a bigger area as well. I’ve bought two Toyotas there and just recently made a massive mistake in buying my 3rd from Ganley because they happened to have a Tacoma where the buyers financing fell apart…. What a day and night difference in the sales process and sales team from Summit. I’ll never buy a Toyota anywhere else!
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by Ducati1080cr
Service Price Transparency
Jun 20, 2023 -
Summit Toyota of Akron responded
Thank you for the five stars and the AWESOME review!!!
Toyota’s are a good, reliable car, but I can’t say the
same for the Summit Toyota dealership. I’ve been having vibration issues on my 2021 Camry and have annotated it on my 5k mi. service appointments fo
same for the Summit Toyota dealership. I’ve been having vibration issues on my 2021 Camry and have annotated it on my 5k mi. service appointments for 4 separate visits. They made excuse after excuse about finding nothing, yet the vibration continued and got worse. Finally they said they would order wheel bearings and would calll us in a week. After 3 weeks, I called and spoke with the GM. That was as worthless of a conversation as I had been having with the service department. Before he called me back, he checked with the service dept. and then they ordered the parts (after 3 weeks of waiting). I asked why the failure to react or to communicate with me about what was going on, and alll he could say was “I got a solution for you, what else do you want?” He even insinuated that they were doing me a favor by getting this repair done under warranty because by the time they ordered parts, my car had over the 36k mi warranty. And this was despite the fact that the first time (maybe even the 2nd or 3rd as well), my car had milage well under the 36k miles. Plus I have an extended warranty on top of that. He never acknowledged for a second that his service dept. had failed to address this situation correctly, had lied to us about ordering the parts when they said they would, or communicating with us. Summit Toyota was great getting me into the car, but like many other dealerships, that is where the “exemplary” service ended. Don’t place yourself in a situation with Summit Toyota that you have to get frustrated over the care and maintenance of your car purchase.
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by schufamily
May 24, 2023 -
Summit Toyota of Akron responded
Sir, I do appreciate the feedback and this might be a better forum for me to explain what happened. I tried on the phone but you wouldn't let me speak without insulting me/us, cutting me off and laughing loudly into the phone. As you continued to yell at me/laugh at me. I did ask what more do you want me to do? I did not come up with a solution, Toyota did. . At NO TIME did the anyone from our Service Department "lie" to you or try to deceive you or not order parts.
We started off with a voicemail from you where you were upset that our Service Manager had not called you back and that you had not received your parts. I investigated your situation prior to calling you.
What I found (and what I was trying to explain on the phone) was a couple things -
The unreturned phone call - You called me just after 1pm today, the Service Manger had in fact called you (and left a voicemail) at 9:53 this morning. I attempted to tell you this when we were on the phone but you said "Oh is that what she is telling you" and did not want to hear it. I stated I watched her look at the history on her desk phone to relay to me what time she called. You stated "no way, I have my phone in my hand and the only calls today were the one where I called you and you called me". I then looked up the call in our phone system (which records calls) and played the call for you. You did not want to hear it.
The wheel issue - Before I get into your exact situation, I would like to say it always puzzles me when a customer takes the stand that we don't want to repair something. It puzzles me because our Service Department is in the business of addressing customer concerns and receiving a fee for it. The thought that we would not want to repair something and be paid for it, when that is our business model, doesn't really make sense to me.
Now onto your specific situation. You did complain about the vibration/sound a couple of times. On two occasions we attempted to fix the issue, however the second time you needed tires, so we could not omit that being at least part of the problem, that had to be addressed. You then came in the last time with the issue still persisting. What we found (and explained) is that the issue was being addressed by Toyota. Your issue was an issue among many other vehicles like yours and Toyota was working on a fix. We would notify you of the solution once Toyota had come up with it. It was a wheel bearing issue. That means many customers like you, had had the issue come apparent over the same time you had been dealing with it (the several months), Toyota took note and realized it was a manufacturing issue. This does not happen with a few complaints from a few customers, this had to involve several vehicles and the inability to diagnose the problem at several dealerships.
We could have taken your money (or warranties money - which pays more than you), ordered wheel bearings and replaced them. That would have left you in the same situation after some time of driving. It would not have solved the problem and that would not have been good, honest business on our part.
So as we explained we had to wait for the resolution from Toyota to know how to proceed. Toyota recently came out with a repair and as I stated on the phone and we could get you in (and have the correct new parts) after next Wednesday. I did state this was a benefit to you as Toyota would pick up the bill. This was not us doing a favor and my intent was never to insinuate as such.
In the end, it was the right play on our part. As we explained in your last visit it was a known issue with Toyota and a 'fix' was in the works. At no point did we say we would order you parts.
We wish you the best.
May 25, 2023 -
schufamily responded
The bottom line is that it took almost a year of complaining to get anyone on your staff to acknowledge an issue. Why should a customer have to wait for multiple other customers/locations to diagnose the problem correctly when we (the customers) are paying exorbitant costs to get our cars repaired? Plus the lost personal time to make several trips trying to get your staff to problem-solve this issue on their own. I told your service dept. crew, yet they blew me off because other locations had not reported it? The accelerated wear on my tires was due to this issue, not a built-in excuse for my vibration problem but did the dealership offer to cover the cost of the tires due to this oversight by your dealership? NO! And with the severe vibration I'm now getting, I'm sure it will speed up my tire replacement AGAIN. But you don't care about these things, do you? Just keep telling customers that until a majority of car owners chime in, as an individual citing necessary repairs on the car they drive every day, your dealership will not react. You will have to play "Follow the leader." I want a dealership who is proactive for its customers, which yours is definitely visibly not!
Jun 01, 2023 -
Summit Toyota of Akron responded
The other dealers did not diagnose the problem, That's just it. They were experiencing the same issue with no apparent resolution. Toyota (and the other dealers) knew the symptoms but the repair did not come out until just recently (like I explained on the phone).
This was a design flaw from the manufacturer. This had nothing to do with us waiting on other owners to chime in or playing follow the leader. I don't think you are truly understanding the issue and solution. Not one other Toyota dealer figured out the repair prior to Toyota and the part manufacturer diagnosing the problem and in turn created the fix. It is through the weekly tech meetings with Toyota that a problem is recognized on a larger volume of vehicles and through the collaboration the issue is narrowed down to a resolution. This takes time, specially when it's a design flaw.
Jun 01, 2023 -
schufamily responded
The only thing you've responded is that your people did not believe me that there was/is a problem. They kept telling me that there was nothing wrong. Why didn't they believe the owner of a car which is driven EVERY day by that owner.? Your dealership wouldn't even pursue the problem until Toyota said something. Why?
Jun 01, 2023 -
Summit Toyota of Akron responded
That is incorrect Sir.
At no point did we not believe you. One part of the issue in communication, since to our recollection you have not brought the vehicle in, your wife has (which everyone remembers, extremely nice person). I do know you spoke with the Service Manager over the phone during the last visit.
First noted visit - Your vehicle was here for a vibration at high speeds. We saw your vehicle was out of alignment and needed tires. We did the alignment; you did not get tires. As proper procedure, when you have a vibration and you need tires, the tires must be addressed first (and removed as the cause) before further diagnosis can happen.
You came in a month and half later and had the tires put on. Since we just did an alignment, we covered the cost of another one (as you should get an alignment with tires). The vehicle left.
AT your next service (your last one) you were here for a regular 5k service, there was a complaint noted of a vibration at slow to moderate speeds (completely opposite of the first complaint of high speeds). Our Master Technician (and Shop Foreman) drove your vehicle (us perusing the problem) and inspected it. It was his expert opinion that it was the wheel bearing. We explained that there had been conversations on the weekly tech meetings with Toyota (and a Technical Service Bulletin) regarding the wheel bearing on your model. That it was a known issue and Toyota was working on a fix. We did not order the wheel bearing until the true fix was announced. This is because if it was (and it was) a design flaw (not just a faulty part) we would be replacing it with the same faulty part and after some time, you would end up with the same problem. As mentioned, this turned out to be the right decision on our part.
It was not about perusing the problem. It was about properly diagnosing the problem. Not only being an active participant on the tech meetings with Toyota (which can last for hours and be extremely mundane), paying attention and being able to recall the information on a dime like a well-trained, professional Toyota Master Technician should. I applaud my technician for not just throwing parts at a problem and not taking the easy route. His experience and professionalism lead to the best answer for you, the customer.
Jun 02, 2023 -
schufamily responded
First, what does it matter who brings in the vehicle? If there is a problem, there is a problem. Period! And you're trying to insinuate that my "diagnosis" of the problem changed with the various reportings. There was (is) a vibration which was conveyed to your people from day 1. I never said it decreased or in increased until the last visit. At that point there was no denying or downplaying the issue. You all were playing "backyard mechanic" claiming it was tires (prematurely worn due to the tire vibration issue) when no one could diagnose the problem correctly. And I did say to your service manager in a phone call that I wondered if it could be wheel bearings, but listen to me? No, of course not. But she was sure to tell me that the things I brought up to her couldn't be it, because no other cars had reported a similar issue. Why was that a necessity to have other cars with a similar issue? Why couldn't she react to MY complaint? And once again I say, that for the exorbitant labor charges imposed by car dealerships, a customer should be able to expect that "well-trained, professional Toyota Master Technician" to not do the old "let's try this and see if it works" technique, not at the prices you charge.
I built a Tacoma online and Summit Toyota assured me that
I would receive the truck in 4-6 months. After waiting 8 months and still no truck I was informed the truck I built would not be made or delivered. W
I would receive the truck in 4-6 months. After waiting 8 months and still no truck I was informed the truck I built would not be made or delivered. When I asked for my deposit back one of the mangers told me that wasn’t possible and was rather aggressive towards me. If you’re looking for a Toyota vehicle I would recommend Toyota of Kent. Their sale staff was friendly, knowledgeable, and transparent. Toyota of Kent’s management was also a pleasure to work with.
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by NICK.GONZALEZ7
Apr 13, 2023 -
Summit Toyota of Akron responded
Hello Mr. Gonzalez,
I do apologize that you felt our firm stance regarding our deposit policy was done in such a way that it felt aggressive. I am confident that I did not raise my voice or use any abusive language, however.
In your review, it stated that you were assured that you would receive the vehicle in 4-6 months and that you were told that the vehicle was not going to be made or delivered. I can not tell you it was not true that you felt I was aggressive as one can not tell another how they feel. What I can say is that neither of those statements regarding the Tacoma are true. We did not tell you that a Double Cab V6 4x4 TRD Sport with a Tech Package and Premium Package in Lunar Rock would not be built or delivered. That is not a discontinued model/ packages/ color and though inventory trickles in, that is a common build. As for the time frame of 4-6 months, the document you signed states current wait times, does not guarantee delivery times. Inventory comes in at a very unpredictable pace and it would be impossible to 'assure'. Had that been a contingency of the agreement, we would have noted it on your purchase agreement.
You also mentioned Kent's transparency. We believe we were EXTREMELY transparent with you. You signed two documents at the time of deposit stating the deposits refundability. One of which is a single sheet of paper with a few short paragraphs stating the policy and why the policy exists and you agreed. I don't think we could have been more transparent than that. Most people do appreciate our transparency, until it doesn't suit their goals.
Our deposits are non-refundable for several reasons. The most important one is the fairness to the folks behind you on the list. If we work through several allocations trying to get your vehicle before the folks behind you on the waitlist (as we should) and then you purchase somewhere else. You have effectively made their wait times longer for nothing. We have no interest in doing this to our customers. If you are on our waitlist you must have a financial commitment. That is our best effort to keep things fair for everyone.
We are glad you stayed in the Toyota family and we wish you the best of luck.
Apr 13, 2023 -
NICK.GONZALEZ7 responded
This lengthy and misleading response was expected. Thank you for providing more documentation to add to the corporate complaint. I am extremely happy to be in the Toyota family and will continue to do business with the reputable people of Toyota of Kent. Your response and overall rating is telling. Best of luck.
Apr 13, 2023 -
Summit Toyota of Akron responded
If you could provide me with any tangible information that contradicts what I found in your file and posted in my response, I am eager to review it. We are not immune from making mistakes, but I see nothing in your file (digital or paper) that contradicts or does not support my response to your review. If you have something that is missing from your file and states anything other than what I said above please email to me at tdisanto@summittoyota.com and I will address immediately. If there is something contradicts the timeframe stated or refundability of the deposit, I will act immediately and refund your deposit.
**update... Confused about the overall rating comment? We are a Dealerrater Consumers Choice Award winner for the 6th straight year? Our overall rating is 4.8 on 2,278 reviews. Toyota of Kent is 4.7 on 896.
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