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Koch Route 2 Toyota
- Car Dealers
- Lancaster, MA
About this business
Location details
700 Old Union Turnpike, Lancaster, MA, 01523, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 09:00 a.m. to 8:00 p.m. | |
| Tue | 09:00 a.m. to 8:00 p.m. | |
| Wed | 09:00 a.m. to 8:00 p.m. | |
| Thu | 09:00 a.m. to 8:00 p.m. | |
| Fri | 09:00 a.m. to 6:00 p.m. | |
| Sat | 09:00 a.m. to 6:00 p.m. | |
| Sun | Closed |
Went in for an oil change, got a tire rotation and an apology. Said he couldn't do the oil change because he already closed the ticket, when I dropped it off the guy said they'd do the required oil change. Now I have to schedule another appointment to get the service I requested when I dropped it with them.
Business response:
Hi Ed - This sounds like a frustrating situation and I'm sorry for any inconvenience we caused you. I'd appreciate the chance to learn more about what happened during your visit so I can address why this miscommunication occurred. If you're willing, would you please give me a call? Thank you, Paul Dineen - Service Manager - (978) 353-1748
Poor follow-thru and communication between reps & customer What I thought was a superior auto purchase experience turned into what was probably the most frustrating auto purchase I have ever had. The vehicle was purchased late on a Sunday afternoon, as a result of working with Roy (who was great) thru email over the past few days. When I got to the dealership I was handed off to a sales rep. Because I was purchasing the vehicle out of state I was told that they need to deliver the vehicle to me. The sales rep agreed to conta... read more
Business response:
Jeff - Clearly there was some miscommunication on our part and I'm so sorry for the resulting frustrating experience. This isn't the impression we want to leave our guests and I can assure you that I will take the appropriate actions to address your concerns. I would like to apologize to you directly and will be in touch soon. Thank you, Luke Brown - General Sales Manager - (978) 353-1706
Tread Lightly Terrible sales, and terrible service. Shop Prime Toyota Acton! Went in for a first time purchase on March 25th put a down payment on the 27th and still have no vehicle.
Business response:
A one-star experience is absolutely not what we expect for our customers. I'd like the chance to make this right. I will have to do some digging to find out some more information to better understand what is happening. I will check our system for your contact details so I can reach out. However, please feel free to call me at (978) 353-1706. Thank you, Luke Brown - General Sales Manager
Bad and deceptive experience Paul was very rude and dismissive when I explained the issue that I was having with my vehicle. He also talked down to me as if I couldn’t be aware of how my vehicle was running since I’m a woman. I was falsely told that I needed a proprietary transmission fluid and that I needed a transmission flush. A phone call to a reputable service company that I use frequently stated that it’s not true and that they use a comparable fluid that meets my vehicles specifications. Afterwards, I find out that my... read more
Business response:
It's our goal to provide all of our guests with honest and straightforward service so this is incredibly saddening for me to read. I understand that you're frustrated, but I would love the opportunity to make things right for you. Would you consider giving me a call? I'm here to help. Thank you, Bob Ramos - General Manager - (207) 571-3805
Here is what I will tell you about these surveys. So, I have to start off by explaining that I have worked in high-end sales leadership for well over a decade. I also live and die by the survey. That being said, I was pretty disappointed and left feeling rubbed the wrong way after my experience on 31 October, 2018. I have been going to this location for at least eight years now(well before Wagner himself passed away), and have dealt with just about every individual in the sales and service departments of this particular loca... read more
Business response:
I'm so sorry that during a busy day we didn't deliver the customer service you deserve. I agree that this was not the appropriate way to discuss the impending survey. However, I do appreciate you sharing this feedback so that I can discuss it with my team. Thanks, Bob Ramos - General Manager.
Oil change paid but wasn't done, oil left dirty & quart low! I came into the dealer expressly to get an oil change/standard service. Waited at dealership for an hour while they "did the work". Left thinking I was all set.... A week later I had my mechanic do some work on my FJ and they pointed out that I needed an oil change as the state of the oil was very poor... dirty and a full quart low. Shocked, I drove right over and verified/saw with my own eye's the state of the oil at the mechanic. Turns out, Prime Toyota didn't do... read more
Business response:
Mike, I can see why you would be fuming - I'm extremely concerned as well. I'd like to talk with you about this but not sure I'll be able to find your contact information under this author name. Would you please contact me directly at (978) 353-1748. Thanks, Paul Dineen, Service Manager
Customer service is not the best They are very accommodating until they get you to sign an initial purchase agreement and then you might as well forget about getting help with questions. The salesman was very pushy on knowing how much of a down payment I would be putting down and when we would be in to finalize the deal. Wanted to make sure I got the down payment amount to him the next morning so they could process the credit application. I called him first thing the next morning with the information and asked him to get bac... read more
Business response:
Brenda - I apologize for your experience. Our team should have been much more communicative so that you could have researched interest rates. We really dropped the ball on this and also on applying that discount. I'm sorry we were not on our A game during your visit. I appreciate your feedback so I can review with my team and improve our process. Thank you, Bob Ramos, General Manager
Lack of communication, customer service, and reliability The sales person I had, Walter , was very professional and very helpful along with Richard on the sales team. However the dealership didnt have the title which was no big deal, I paid in full with a check on a Saturday while waiting for the title Prime toyota on rt 2 Lancaster was supposed to clean and buff the car before I picked up which was depending on when the title came in. However the title came in on the Friday after I had purchased the car, I had to call and l... read more
Business response:
I would like to first apologize for the poor experience we provided. This is absolutely not what we expect for our customers and not the expectations I hold for my team. I will commend Richard and Walter and get your contact information so that I can apologize in person. Thank you for your feedback and rest assured I will communicate with my team so we can be sure to improve our processes. Bob Ramos - General Manager - (207) 571-3805
Needs Help Lack of attention to details starts on website. 978 area code for Lancaster location was listed as 378on the site. Couldn't get a car from Boston to Lancaster for a test drive. I tried calling the Boston office directly, the phones were out of service for several hours. Nobody at Lancaster gave me an alternate number (cell). Went to another dealer today and bought a car in one hour.
Frequently asked questions about Koch Route 2 Toyota
How is Koch Route 2 Toyota rated?
Koch Route 2 Toyota has a 4.4 star rating with 2,964 reviews.
When is Koch Route 2 Toyota open?
Koch Route 2 Toyota is open now. It will close at 6:00 p.m.