|Address:||409 Massachusetts Ave, Lexington, MA 02420, USA|
|Working:||8AM–7PM 8AM–7PM 8AM–7PM 8AM–7PM 8AM–6PM 8AM–5PM 12–5PM|
(5 stars for sales and 3 for service) Friendly, matter of fact, low pressure sales, but service a little frustrating. We bought a 2016 Prius in February 2016. It was a great, low pressure sales experience and its in our neighborhood, so overall we were really happy. Would happily buy another car from them. Toyotacare includes service for the first 2 years, so weve been going there every six months or so for preventive maintenance (car is still working great, of course). The quality of the work seems to be fine. But the service experience is aggravating, and every time I leave in a worse mood than when I arrived. 1) They ask you to make an appointment for service. But, you show up on time for your appointment and you have to stand in line behind people who have not made an appointment and the service staff are answering the phones as well. Last time I stood in line for almost 20 minutes to drop off my car for service. This time it was only 10 minutes. So overall its not a huge wait, but worse than the salon or doctor office where you can sit down, and its only to drop off the car: youll have to stand in line to pick up, too. The service team was very apologetic, but it seems like a bad system that needs to be fixed. 2 suggestions: first have a take a number system, so people waiting arent jammed up in line at the door and onto the stairs, and second remind people when they make the appointment to write down their mileage beforehand, as you need that info to check them in: after getting to the counter my husband and another person in line each had to run back to their car and get the mileage, when we could have easily gotten it earlier with a reminder. 2) they dont have my name and my car linked in the system, even though Ive made a service appointment as a result of THEIR reminder email for the car I bought from THEM. Every time, they ask: have you been here before? The online company where I buy guinea pig food recognizes me as a current customer, but the dealer where I paid $24,000 for a car cant? Also, last time I said Id gotten a notice for a recall so could I have that work done as well and they said, we dont have that information, can you give us a copy of the recall---really? Youre a Toyota dealer whos not tracking recalls on Toyotas? The dealer we take our Honda to has told us about relevant recalls when we drop the car off. So like my husband said, its more important that the work be done correctly than the service experience be good, but modern standards for service have spoiled me, and I wish Lexington Toyota would invest in their service.
Worst toyota service. 2 times came there and 2 times they messed up. 1) They over filled oil atleast 2 inches over the max and i proof them that they did that and Ron (The manager of service department ) gave me 2 free oil change and told me you need mud guards for your car so when you ready give me a call and i will give you good deal. 2) Second time i brought it for mud guards and mounting/balance one tire. They called me in one hour and told me that for SE model we can not install mud guards but we will mount and balance your tire for free. In 2 days i got flat tire because they didnt tie tire valve and that way i got a flat tire and broken sensor but when they called me they said hey your car is all set. I came back to them in 2 days and Bruce told me that they have it in the system that it says bad sensor and has to be replaced but when Chris called he didnt said so and when i got my keys they didnt give me any paper. Now talking to Bruce (service adviser) he said that everything in the system and i told him Chris told me its all set so come pick it up. He said Chris no longer working here and i ask for the manager Ron and he said exactly same thing so split the fix with me and we will do it. Pay for the part ($100) and we will install it for free. So if there is no manager in this place how service adviser who knows how to sell something to customers will take care of this issue? Called toyotanation and i hope they will fix this. Wrong place to go. I told them i came not to gas station mechanic. I came to professional place and this is what i get. They dont even know that over filling oil for 2 inches can make damage to my 2012 camry. Stay away and im gonna try toyota watertown to see if they have better service. I have 2 free oil change which is over $100 but definitely not going back to them and for reople who dont know much about cars stay away unless its a lease car and you dont care about it. Thanks
I had a great experience at Lexington Toyota with Bill Dorfman. (We went there because my brother and SIL bought a car several years ago and received great service, and Lexington did not disappoint when it was our turn.) Its not a fancy showroom, but they seem to really value customer service. I went in knowing I wanted to lease a Toyota Sienna but I wasnt sure which model; Bill was very patient with me and answered all my questions. I thought I wanted a color that they did not have on the lot, so he called around and found one at a sister dealerships lot and took me to see it in person. Much better than trying to imagine it from a swatch or the website. He warned me that getting the exact color/model meant theyd have to do a swap, which normally takes 3-5 business days, and then a few more days would be required for the add-ons (remote starter and trailer hitch for a bike rack). I thought Id be waiting over a week for my car... but he worked hard to find one quickly and set everything up so I received it just a few days! He gave me a fair price on my crappy 2000 trade-in, and a very good price on the new car (of course it helped that I did itduring the year-end Toyotathon). When it came time to the final signing, I got cold feet a little bit; Bill understood and gave me and my husband privacy and time to speak, to make sure we were totally comfortable with our purchase (lease). I am absolutely thrilled with the car and the whole experience was better than I anticipated. I highly recommend this place, and Bill in particular.
To make a long story i have left a Toyota dealer which we will leave unnamed at this point after doing business with them since 1983. We, as friends family & my immediate family were responsible of purchasing a documented number of over 35 cars since 1983. When it was time to purchase a new one, i felt a little uneasy as if the price was not quite right. After a little investigation, i was right, the family concept vanished very quickly, I then became a number, until I called LEXINGTON TOYOTA. When I initiated my first phone call, I spoke with a Mr. Bill Dorfman. Bill was very professional, no pressure, listened as to what my needs were. I met with Bill and since the comfort level was high, i purchased or leased the new Camry from Lexington Toyota. As a matter of fact, this following matter needs mentioning. We had a serious challenge with my vanity plate being transferred to the lease vehicle, Bill went out of his way and went above and beyond his call of duty by going to my insurance company, then to the registry just to appease me & get things done in a very professional fashion. "THAT IS WHAT I CALL SERVICE". All of my business associates including my family & friends will be referred to Lexington Toyota from now on. just for the record, I manage a large nationally recognized automotive repair shop, the world will know. Sincerely; Anthony.H Burlington. MA.