Customer ReviewsforMiddletown Toyota

Ordered car about 4 months ago with signed agreement. At later sales date dealer raised price by $1,365. When I made a minor objection manager said to get out of dealership and he would not sell me car at any price. My wife was almost brought to tears. Finally he relented and let us buy car at inflated price. Horrible experience.

customer's original order was for vehicle with less equipment. Manufacture allocated a vehicle that matched his basic order BUT had additional equipment that we were only allowed to remove a few item. The vehicle was OFFERED to him at the higher price that reflected the additional equipment cost MINUS the cost of the removed item. He agreed 5 weeks prior to vehicle arrival to the adjusted price. He was rude and threatening to the sales associate and sales manager even after it was explained he was not obligated to take the vehicle even after he agreed to the changes 5 week earlier. He was rude to everyone he could talk to and continued to make a scene in the showroom until he left. The availability of specific vehicles is complete out of our control, what the manufacture allocates us for vehicles is what we get and we do our best to match our customer's order the best we can. We do our best to make customers aware of this limitations prior to write up of a factory order. thank you Joseph J K***** Jr. General Manager

I saw a 2022 Tacoma on 11/5/21 on Middletown Toyota's website and called to confirm availability. I spoke with Gena Simmons and was told the truck wouldn't be in till mid-December. I was fine with that. I asked about pricing and was told that I would be charged MSRP for the vehicle. I was pleased with that considering Tacoma’s are sought after anyway and with the current shortage, most other dealerships are charging several thousand over MSRP. I had her email me the out the door price including all charges. Vin etching was included in the itemized pricing and I told her I didn't want it. She said that sales manager would suggest I get it but to discuss it when I go through receiving and signing the sales contract. I said that was fine and gave her my credit card number for a $1,000 down payment. She said my card would NOT be charged until I signed the sales contract which she said I should receive it in a day or two. Early the next day, 11/6/21 I received the sales contract through email from Otto F***** and the sales contract had the vin etching included. I emailed him back immediately and told him I didn't want it and to please remove it and send a new contract over. Meanwhile I checked my credit card and I was charged the $1,000 deposit even though the contract had not been signed yet. I emailed him on 11/7 two more times (not realizing they were closed on Sunday so I shouldn’t have expected a response that day), again on 11/9, again on 11/11 and lastly again on 11/12. Never once did I receive a response from him. I also tried calling but every time I called, he was with a customer and never returned my call. I decided at this point I did not want the vehicle and tried calling the dealership on 11/12 to cancel. I was told the owner is the only one that can cancel this transaction and he was “on vacation”. It seems odd to me that he is the only one that can do this and if he is away on vacation, I have to wait for his return to cancel? Frustrated as I was, that same day I decided to just dispute the charge on my card with ****** They said they would put a hold and I wasn't responsible for the charge. They would give the merchant two weeks to respond but the charge wouldn't be removed from my account until two weeks was up. Also on 11/12 I decided to email Matthew M***** who is the "General Sales Manager". This guy was the absolute icing on the cake. I decided to let him know that his staff has been completely unresponsive and because of it I didn't want to move forward with the purchase. His response was "I see you asked for vin etching to be removed and you can get this cheaper elsewhere. I have moved the Tacoma to another customer. I will advise our credit card company of your cancelation. Have a great day." He also didn't seem to care that his staff completely was unresponsive and I got the notion that he was sticking up for their poor communication over me, the customer. Meanwhile the date is now 11/21/21 and the charge remains on my credit card. Clearly Matthew didn't "advise our credit card company of your cancelation". I ended up going to ******** ****** which I should have done in the first place. They actually know how to treat a customer.

Our company policy is to treat every customer fairly & honestly for everyone protection 1) We took a deposit to save that vehicle for you subject to receiving a signed purchase order, as is normal with supplies being so low 2) You never signed the purchase order, the deal/ vehicle remained yours until the next business day Monday. 3) We are not open on Sunday except the last Sunday of the month 4) When you called your credit card company and canceled your purchase, you started the credit/cancellation process that is straight forward as your credit card co. explained to you 5) I am sorry that you didn't find our process and timing that fit your expectations unlike most customers for 46 years Enjoy your new Tacoma, its a great vehicle and your local dealer should take care of your needs very well thank you Joseph J K***** **. General Manager