Victory Toyota of Canton

Reviews 3

JO

Joe Dresser

Beware: poor customer service *only after* you buy the car. Also, sloppy and incomplete repairs. I had bad experiences with both sales and service reps. I bought a Prius from Victory about a month ago. The buying process was fine, they were quite attentive to me and had a low mileage model that was competitively priced. I think I overpaid a bit, but thats on me for not being a great negotiator. Overall the buying process was par for the course, used car sales - a little slimy, but nothing too bad. It was after Id signed the check that things took a turn for the worse and customer service went down the tubes. While purchasing the car, my salesman (John Barnes), scanned the license plate and registration for my previous car in order to get the registration all set up for the new car. However, about 1.5 weeks after driving off the lot, I realized that my new registration hadnt come in the mail. I asked John Barnes if everything was okay and if it was forthcoming at which point he said they never received my plate and registration. He then *blamed me* for this oversight, not assuming any responsibility himself. I told him that I had in fact given them that info and informed him of the exact moment when he scanned the documents. He checked with a clerk at Victory and that information had been lost and the new registration never applied for. I sent in new pictures of license plate and registration and they took care of it. **Notice, Victory Toyota did not assume responsibility for their mistake.** Thats been a theme of my experience there. Next incident happened about 2 weeks later. On my way into work, my left front tire started making an AWFUL grinding and whirring sound as I drove. I crawled the Prius back to the dealership and gave it to the service department. It turns out that when they were working on the car, getting it ready to resell after being traded in, a technician *forgot* to attach a bracket on the front camber. The camber had then gone way out of alignment and had been grinding against the wheel. Victory gave me a rental car and did the repairs for free, which is a stroke in their favor. However, when I went to pick up the car, I asked to speak to the Service Manager (Richard Frei) about how this didnt instill me with confidence in the car they sold me. He was curt and unapologetic, acting as if there was nothing amiss... But his department had completely missed something that could have caused real damage to the car. What else had they missed? And did Richard accept responsibility? Did he offer any sort of reparations beyond fixing his departments slipshod work? Even a free oil change or car wash? Nope. Because why would Victory Toyota do anything beyond the minimum? Why would they go out of their way to serve you? Thats just not what they do there. Update: Ive since decided not to go to Victory for any service or maintenance. I took the car into another Toyota dealership in the region and within minutes it was a night and day difference. Instead of being antagonistic towards me, the employees were actually taking car of me, providing good customer service. My service rep informed me of all these things to keep an eye one with the Prius, actually preparing me to be a conscientious owner. It was all stuff that Victory should have done when they were selling the car to me. But again, that would be going above and beyond, wouldnt it? And thats not what Victory does.

BU

Buck Rogers

Would get a 1 star but they do offer free car washes. The below is about my first Toyota. I leased a 2015 Toyota Sienna in December of 2014. Vehicle is OK but it lost its ability to maintain a blue tooth connection with my phone. Victory Toyota serviced the vehicle and installed new touch panel firmware and the phone worked but it shut off clock. Of course, there is no on-off function for the touch panel clock. Firmware is buggy. Service dept. promised to keep me posted on the status for fixing the problem and promised a call to me but fail to call as planned. I have called again and the service rep is unavailable. Second, Toyota offers a $1000 rebate for customers who need handicapped devices installed. Most car companies do. It took 5 months of follow up to receive the rebate / incentive. Numerous calls were made to people in Toyota Financial Services (TFS) that administers and approves the handicap equipment reimbursement. Every person spoken to seemed to be starting all over and the TFS rep would ask for copies of documents again and again. When I leased a FORD and had hand controls installed for my wife the reimbursement was immediate from the dealer. I signed a document authorizing FORD to reimburse the dealers. The FORD dealer even coordinated the vehicle modification with the mobility service who installs the controls. Victory Toyota in Canton should consider doing the same. Now, let me explain about the second problem I experience with my vehicle not performing. This involves a lack of a clock display on the touch panel display. Not knowing how long it will take to fix the problem I bought a had $7 digital clock and velcroed it to my dash because I am used to having a clock in my car. I have no faith the issue will be resolved quickly. Resolving the firmware issue may require putting installing a completely new touch panel display. This is my first experience owning a Toyota and it will be my last. Toyota has a image they present of being concerned about customer satisfaction but they appear to be tone deaf when you ask them to fulfill on simple promises like the handicap equipment reimbursement. Toyota Financial Service who administers the program is a real clown show. The Victory Toyota dealership is very nice with a new facility, endless coffee services, snacks and a customer lounge. These are nice touches but the responsiveness to helping resolve the rebate issue was missing in action. It appeared to be important but the actions were not. That said, James Jordan at the dealer made some calls to TFS and either his persistence helped or the 5 month delay Toyota builds into reimbursement expired and eventually I received the reimbursement of $1000..

RA

Rahul H.

This was my first visit at Victory Toyota to get my car serviced and to check out prices on all weather tires. While the gentleman at Parts was helpful, I cant say the same about my service advisor Gordie Berenson. I had asked for a wheel alignment check with the service and he comes back with a report saying the front passenger side wheel is out of alignment and it would cost me $90 to get it fixed. Or that I could just buy new tires from them and he would include it in the price. I take a closer look at the report and I notice it said RAV4 on it. I drive a sedan (Avalon). I show this to him and he says it might be a mistake and hell check it again. I wait for an update and about 2 hours later he says my car is ready. I ask him about the alignment again and he says everything is perfect. He looks visibly agitated for some reason. A kid (long hair) who works there, walks in asking him a question about a part and he starts yelling at him. Both myself and the customers in the next cube are looking at this advisor and feeling uncomfortable. I then ask him if they do complimentary car washes like in some dealerships or do I need to ask for it when I first come in. He says Im new to the dealership and obviously dont understand how things work here but thats the idea of their car wash and if the guys did their job right, my car should have got one. I want to smack him in the head now but politely ask him if he can check to see if its been done. He replies that he cannot check it while hes inside and that he will need to step out to see it. At this point, I realize Im dealing with someone who is probably on some kind of meds to stay normal. We step out anyway, and we see its not been done. I ask him if he could get it in straight away as Id spent 2 hours already on the oil change. He responds by saying Do you want a car wash or not? Im doing you a favor here. I immediately ask for the service manager to which he says if Im bothered, I could take it to the GM. Unfortunately, the service manager wasnt in and the only manager there was from sales. His suggestion was I take it up with the service manager Monday. All this over a car wash that they offer everyone. Altogether, an unpleasant experience over a non-issue. Glad there are so many other Toyota dealerships to choose from.