Rockland Toyota

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I first went to Rockland Toyota on December 28th with a TrueCar savings certificate.  I would have put a deposit on the car that day but since I was new to this dealership I wanted to see what the staff was like.  The sales rep assigned was obviously new and didn't know anything about TrueCar and so he brought me to Jonu the sales manager to go over it.  In all I spoke with them perhaps 5 minutes and didn't get a comfortable feeling.  When I said I would get back with them when I make my decision, the sales manager tuned me out even though there were no other customers there.  Most sales managers will stick to you to get that sale before you walk out the door, that's their job.  This was a bad first impression.  However, the TrueCar price was good and they had to honor it so I returned a week later on January 4th with a check in my pocket to put a deposit on the car.  This was to be a cash purchase, factory order since they didn't have what I wanted on the lot.  When I pulled in I saw my sales rep taking another customer for a test drive, which is fine, first come first serve.  So I walk in, the receptionist takes my name and says the rep is with a customer and to just take a seat.  A few minutes later I hear the receptionist tell the sales manager I?m here.  I then walk around for about 10 minutes looking at the other cars in the upper showroom when I see the sales manager walk past, he stopped as I was approaching him and asked what I was looking for, not remembering me from the prior week which is fine.  I tell him I?m there to order a Corolla, it?s a cash purchase, and he tells me the rep will be back in a minute to help me, and then continues on his way out the door, no customers inside or outside at that time.  I walk around, visit the service area waiting room, go to the downstairs showroom looking at those cars, wander back upstairs?that?s 20 minutes and no one approaches me to see if I need help.  I walk to the front door and the receptionist asks if I found the rep.  The sales rep was in plain sight of both of us and still helping the customer I saw him with when I arrived 30 minutes earlier.  I?m not going to interrupt him as that would be improper?I wouldn?t want another customer interrupting my time with a sales rep.  So I tell the receptionist he?s right there with another customer and I spoke a minute with the sales manager earlier.  Then walked out the door, stood out front for a minute and left.  Just as everyone there, I have a job and I was there on my lunch break?30 minutes there, 10 minutes driving to and from my office.  I didn?t have any more time to stand and wait for someone in Rockland Toyota to help.  Three days later I have a voicemail from the sales rep following up on my inquiry about a car, no mention that I was in on Monday and that he wasn?t able to speak with me.  That visit and follow up call confirmed my first impression that the staff have no customer skills and couldn?t care less about making a sale.  The sales manager should have recognized the rep was tied up and assigned another sales rep or taken the order himself.  At a minimum he should have seen me wandering around and then walk out the front door and come after me?there were only 2 other customers in the showroom the entire time I was there.  And if he couldn?t reach me as I left, there should have been a message that day apologizing for no one being available to help me.  30 minutes in the showroom and I spent more time talking with the receptionist than anyone else.  If this is how a dealership starts a relationship with a customer, I don't want to think about what it would have been like had I stayed and actually ordered a vehicle.  I can only imagine having to call them time and time again asking where my order is had I actually placed it.  Poor attention to customers, sales manager has no sales skills.  I would not recommend Rockland Toyota to anyone.

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I took my Toyota
Prius to DCH Toyota for an oil change on November 28, 2014.  I have taken my car there several times.  Every time I go they come up with and advise
a bunch of different costly repairs that needed to be done on my Prius.  I decided to use DCH strictly for oil changes
and went these last week for an oil change. 
As usual, they came up with a long list of repairs that needed to be
done.  They told me that I needed
expensive repairs including an exhaust gasket needed to be replaced, AC system
service needed to be refreshed, and the serpentine belt was damaged.  For the inspection of my tires, they noted
?found tires in need of rotation? but they noted that my tires passed
inspection.  They also noted that my
suspension components passed inspection. 
I agreed to have my tires rotated, the oil change done, but I refused
the other suggested repairs.  When I left
DCH Toyota I heard a thumping noise come from the front of the car.  I called the next day and explained to the
advisor the problem and that I did not have the noise prior to bringing my car
there for service.  She responded that
the work done by DCH could not have caused the problem.  I again reiterated that I didn't have the
problem before I brought my car to DCH. 
She again said they didn't cause the problem and maybe I didn't have any
oil in the car.  I told her that DCH had
done the oil change so maybe they didn't put any oil in the car.  She told me if I was worried to pull over,
call AAA and have the car towed to DCH Toyota. 
I asked for the manager and she told me that the manager wasn?t there
until Monday.   I then took the car to
another Toyota Dealer in Nyack, Rockland Toyota, where I another advisor.  He told me that I needed a right front tire
rod and 4 new tires.  He told me that the
car was dangerous to drive without the tire rod being immediately
replaced.  He then took me underneath the
car and showed me the right tire rod, started shaking it and I could see that
it was loose.  He then told me to shake
it for myself, which I did and I confirmed that it was loose.  He told me that it was dangerous for me to
drive the car and that I could be driving it down the street and suddenly lose
control of the car.  I then told him that
I had to think about it but that I had just had the oil change done at another
Toyota dealer and I couldn?t understand why they didn?t tell me this.  He told me that he didn?t know, but that I
should have the work done because I was in danger if I drove the car and that I
should have the work done and then talk to DCH Toyota about why they didn?t
recognize the problem.  I told Nikson
again that I would think about it.  I
then called a mechanic that I knew and asked him to take a look at my car. He told
me that I had to pay for the diagnostic charge (which he had not obtained my
consent to agree to pay the charge, nor had he informed me about the diagnostic
charge prior to looking at the car).  He
asked me to return to the waiting room where I sat for a half an hour before he
returned my car to me.  He said that I
had to pay $97.48 for the diagnostic charge but that if I decided to have the
work done the cost of the diagnosis would be deducted from the final bill.  He added that if I did have the repairs done,
I should wait until Wednesday the next day that he was in to have the service
performed.  I wondered (1) why it was
taking so long to have my car returned to me and (2) why if my car was so
dangerous to drive why he would advise me on Saturday to wait until the
following Wednesday to have the work done.  
I left Rockland Toyota scared fearing for my life and drove home slowly
waiting for the wheel to fall off.  On
Monday I called the service manager of DCH Toyota and explained the problem to
him.  He said that the rotation of the
tires by DCH Toyota had nothing to do with my problem and that he was not
prepared to do anything to resolve the situation.  I began to research the signs of a loose tire
rod.  I realized that during the time
that I have driven my car I had experienced none of the signs that I had a
loose tire rod.  The only problem that I
had was the problem that began after I left DCH Toyota, the knocking noise
began coming from the front of my car. Subsequently, I took my car to a
non-Toyota mechanic and asked him to look it over.  He put my car up on the lift, checked my
tires and the tire rod.  He then told me
that my tire rod was not loose, but that I was badly in need to 4 new
tires.  I told him that the service
representative at Rockland Toyota had told me that I needed a new tire rod and
that I knew that that was true, because I shook the tire rod when I was at
Rockland Toyota and could verify that it indeed was loose.  I then walked up to the tire rod to show the
non-Toyota mechanic that the rod was loose, but it didn?t budge.  I told the mechanic that I couldn?t
understand because I shook the rod myself and saw that it was loose, but now it
wasn?t.  The non-Toyota mechanic
explained to me that I was in desperate need of 3 new tires, that the one on
the front right was in the worse shape, and that when the tires were rotated
from the back to the front (at DCH Toyota) it was the bad tire (moved from the
back to the front during the rotation) which was creating the thumping noise
that I was hearing.
I am writing this letter because I feel strongly that both
DCH Toyota and Rockland Toyota both took advantage of me. Each time that I have
gone to DCH Toyota in the past they have suggested a different set of expensive
repairs.  I have returned to them because
my car is a Hybrid and I know that letting an inexperienced mechanic who is unfamiliar
with hybrids work on my car can do a great deal of damage.  I do not understand how the DCH Toyota
service person who worked on my car on November 28th could rotate my tires and
not see that I had a loose Tire rod and not comment on the fact that I
desperately needed tires.  Instead, he
recommended a list of other repairs that amounted to almost $1,000.00.  I do not understand how less than 24 hours
later on November 29th, how the service advisor at Rockland Toyota could tell
me that I had a tire rod that was loose, that I needed 4 new tires, and that my
life was in danger if I continued to drive with the loose rod.  I do not understand how he brought me over to
the car and let me shake the loose tire rod to prove his point and then told me
that the total needed repairs (tire rod replacement and 4 new tires) amounted
to almost $1,000.00.  I do not understand
how when I stood underneath my car 2 days later and shook the same tire rod
that it did not budge as it had when I was at Rockland Toyota.  I wish that there was a camera in the work
bay where my car was at Rockland Toyota. 
If there was I am almost certain that a review of the footage will show
that something was done to my car before they escorted me to the work area to
shake the loose tire rod and that something was done after I left the area and
waited a half an hour for my car to be returned to me.   The $97.48 dollars that I spent was a lesson
in what can h

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I had to bite the bullet and go to Toyota because my regular mechanic wasn't really sure why I was getting a certain check engine code. It was one of those times that I figured I needed to go to a Toyota specialist. They fixed the problem in a fully professional way, meaning they did the work quickly and well. It is just so expensive to have work done by a dealer.

My experience went excellently overall. The staff is very friendly and professional. I have a 7 year warranty with them. The facility is extraordinarily clean. I would highly recommend Toyota to others.

I find them very good. They provide excellent customer service. With regard to price, they are very competitive and very good. They are very prompt. They also have a pickup and drop off service, so we can leave the car and they can pick us up from home. They have very good managers, and they give us good estimates. They really take care of the car.

I have never experienced anything bad with them; they always have been 100-percent perfect. They are very accommodating and go out of the way to help me. They fix my car right the first time; I don't have to go back with it again. It is a nice dealership; people are very friendly and it is a nice atmosphere, including the waiting room itself.

This was my most recent service. Just an oil change and small service item. But I have been using them since I purchased my car from them in 2006. I have found them to do good work, give good advice and be very courteous. Don has been my service provider for several years. I trust him. And if it appears that something is still under warranty he has always checked on it and usually it was a covered item. Over the years aI have worked with others, who have also been nice to work with. I usually go for a wait appointment. But on the occasion where the work will take longer, they have been able to provide me with a loaner car.

I still go to them because they are the dealers, but I feel that they have gotten to big and feel that they don’t give their clients enough attention as they used to. I think they missed a few things on my car that somebody else picked up, but their prices are okay. I would continue to use them because they are the only Toyota dealers within reasonable distance and also because I bought my car from them.

It was all right. There were no problems. I was fine with the price. It took them about an hour to get the car out, which is the normal wait.

It went well. I think they're one of the better dealerships. They don't give you the runaround with the pricing. They had the inventory. I would use them again if I were to buy a Toyota.

Rockland Toyota is an auto dealer that you can really work with. They are very helpful with suggestions on how to get the best usage out of your car. The manager is very friendly and treats you with respect. I trust the mechanics there. They're very good.

My biggest complaint about Rockland Toyota is the wait. I had a 9:00 am appointment and when they were finally finished it was 11:30 am. Even my son has had this very same problem with them. They do a good job and try to answer all of your questions, but it just frustrates me to have to wait so long.

They are good on the sales and the service department is okay. The car was in high demand, so it took us awhile to get it and we really couldn t do any bargaining on the price. They were however professional and friendly. They also answered all of our questions and I was pleased overall.