Wellesley Toyota

Reviews 3

LI

lisa mikus

So often, too often, one hears horror stories about car dealerships: the hard sell, trumped up service charges, delays and callous service with little regard as to the client’s needs. Nothing could be farther from those experiences at Wellesley Toyota Service. In the twelve years I have been a client of the service department, I have never been disappointed by the professional care my car has received, the relationship the staff has built with me, and the transparency with which the team has always discussed my car’s needs and the price point of each thing to be done to my car. Last night, in the middle of this heat wave, my car’s air conditioning went down. Completely. I called Wellesley Toyota hoping that at some point in the near future they would be able to fit me in. Well, it’s 10:30 the next morning, and I am home with a fully functioning, ice-cold-blasting air conditioner. Before I left Wellesley Toyota, I asked Eric Graf, the Service Department Director, for places online I could write to let others know what wonderful service I had received. After my second request he turned over this website so that I could let others know just how fabulous his service department is. It’s clear that Eric and his team treat every client with the same level of attention. I’m not even sure that Eric realizes how special this level of service is and how rarely one encounters this level of exemplary service in the day-to-day world. As I sat waiting for my car, I watched as Eric and his team of consultants conferred with clients. (I should also mention that they have a quiet room as well as a large room with a television for patrons who prefer to wait with entertainment.) The tone is upbeat, and while the department is busy, it never feels rushed or harried. Some may refer to my car as old; I prefer to think of my aging Rav4 as ‘vintage.’ In the last couple of years it has needed some work, mostly unplanned. Each time I call, Eric has been incredibly accommodating, fitting me in, including the time a speeding driver in Newton yanked the driver-side door off its hinges. He has never made me feel rushed or as if I am inconveniencing him. Rather, he has always taken his time explaining my options so that I am clear what my choices are before I decide how to proceed. I find that Eric is always the voice of reason encouraging me to try the least expensive option when sometimes I am tempted to just plunge ahead. This willingness to work with me has built such trust that I have complete faith in what he says. What a wonderful way to feel about the person who is caring for your car! While Eric has been terrific in addressing my emergency needs, I should also point out that I have been equally satisfied with my routine care. I happen to love my RAV4, as it is the older model and I would like to keep it as long as I can. Eric and I discussed what the car would need to keep it safe and viable. His assessment was clear and I now have a plan for the next year, as I begin to think about replacing the RAV. Eric is the consummate professional. It is clear that he has set the tone for his entire department. Clients are treated with respect, and even as Wellesley Toyota continues to grow, Eric has not lost the sense of ‘family’ that has set his service department apart from other dealerships. Thanks, Eric, for making car care and repair a pleasure!

VI

Virginia FItzgerald

I have a lovely new used Toyota Highlander in my driveway today and it is because of the wonderful and patient car consultant, Nathan Ingram at Wellesley Toyota. After 2001 Honda Odyssey died at the end of April I began the quest for the perfect used car, that would fill all my needs and not break the bank. This search ended up being a 7 week odyssey!! I knew I was done with a minivan but I had no idea what I did want. Nathan joined me early on in my search. Wellesley Toyota had been recommended to me and Nathan was the lucky fellow who asked if he could help me. I was first interested in the Rav4, so we drove one of those. They also had Scions at the dealership and so I tried one of those. All the time Nathan is answering all of my questions. Not finding the car I needed, my quest took me to other dealerships and different brands of cars, still looking for a vehicle that was going to fill all my needs. At many of these car establishments I was not treated very nicely, some laughed at me, some scolded me and some even mocked me for my desire to try different cars so I could figure out which car was right for me. During this time I told people that I would love to buy a car from Nathan as he was one of the few salesmen who showed me respect and listened to what I had to say. A few weeks later I went back to Nathan and tried another car then went home to access. After about a month I had figured out that I wanted a Toyota Highlander, it is a safe car, has a third row and has a max. cargo area of 94 cubic feet!!!! It also comes as a hybrid and they had a used hybrid highlander at Wellesley so I called Nathan. Around Wellesley Nathan and I drove, and I liked the car but even a used hybrid has a steep price tag. So yet again I thank Nathan and head on my way. Then last week I saw online that Wellesley Toyota had a used Highlander with everything I had been looking for (not hybrid but I had already let that one go). Once again I emailed Nathan and set up a test drive, and this was the car!!!! During all of the negotiations and paperwork, Nathan helped me feel full informed which was such a blessing as this was a huge purchase. Never once did I ever feel like Nathan was frustrated or discontented working with me, and I cant say that for many of the other salesmen that I worked with. Since I spent 7 weeks out and about in the world of used cars, I feel confident to say that Nathan Ingram is a wonderful person to buy a car from!! He made this exhausting and daunting experience a joy and I am SO happy with my new cypress green Highlander!! Thank you Nathan, Shaun and Wellesley Toyota! peace

DA

Danielle B

DO NOT BUY A CAR HERE!!!!!! This is the worst car buying experience I have ever taken part of. My husband and I drove over an hour to buy a car here. We made an appointment, and then stood there while they all ran around to figure out who was supposed to help us. Finally, we got plates and were able to test drive the car. We payed for the car and then we were told they didnt have the title, and it would take 2-3 days "at most". Ok we said, when we agreed the salesman said he would deliver the car to us, since we lived so far. We appreciated that, and left. We called the next few days to follow up. They had no idea when the title would be in. Hmmm, now I am starting to get impatient... we finally hear on Monday that the title would be in on Wednesday and they would deliver the car on Thursday at 10 am. We would meet them at the police station to do a VIN check. (Keep in mind this was a WHOLE 7 days after we purchased the car.) We called on Thursday morning and they hadnt taken care of the paper work on their end and the manager wasnt in and no one could get a hold of him. HMMM... so now they cant meet us at 10 am as promised. My husband has now missed 2 days of work for the run around. Finally the manager arrived at work after 11 am!!! Are you kidding me???!!! Then when I spoke to the manager about how I was a little upset, that they have had an entire week to prepare the paper work and be ready to deliver our car. He had the nerve to insult me and say I WAS TAKING FOOD OFF two of his salesmens families table!! Are you kidding me?? I purchased a car and I am taking food off their table because they have to drive an hour to deliver a car?!?! No way!! I would like to talk to someone higher than this manager... but to no avail. If you want to buy a car go elsewhere!! Especially if you are from out of state. They will treat you like a huge inconvenience, tell you that you demand too much, and that what do you expect when you are from out of state. Sad to me that the costumer service was so lacking here. Even worse to be told by a manager that you are starving a salesmans family, especially since they made my husband miss two days of work. DO NOT BUY A CAR HERE!!!