Anonymous
map-marker Newark, New Jersey

Lustine Toyota - Customer Care Review from Newark, New Jersey

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The Financial department is the worst in any company. The don't have good manner ,not friendly. They have many hidden fees you don'know. DON'T GO THERE.
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Reason of review:
Poor customer service
1 comment
Guest

Oh my you are so right the finance manager in that place is horrible terrible with communication doesn't explain to you what you're signing you have to investigate that on your own in lines to you on the prices of the extended warranty he needs not to be serving customers in any form anyway and any company.

Anonymous
map-marker New Market, Maryland

Oil Change and State Inspection

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Please don't service your car at this delearship. They are a bunch of liars and their only obligation is to sell you services you don't need.

I came to the store to do oil change and inspection on my 2013 RAV4. For oil change only they quoted me $89. I had a coupon for oil change and 5K maintenance for $64. This guy Joel Kern told me that because my car takes synthetic oil the price jumped to $89.

I said that's fine. I also presented a coupon for free VA state inspection. The guy came back and said I failed state inspection because of my front light and windshield wipers and that would cost me more than $100. I was so surprised because I change my wipers and lights less than 6 months ago and I did not see anything wrong with them.

I ended up paying $200 for the service and sat in their waiting room for 3 hours. Please do not go this location for any service.

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Loss:
$100
Cons:
  • Service
  • Worst
Reason of review:
Service escalation isssue

Preferred solution: Price reduction

Tripp Jfi
map-marker Fredericksburg, Virginia

Stay away from Lustine Toyota and Lustine Dodge

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Updated by user Nov 07, 2015

Follow-up: I was contacted by the sales person this morning (7 Nov 15), telling me to come up to woodbridge to make a deal. The agreed upon deal was $16,000 for my trade and list price of $28,888 for theirs.

All that was left to haggle over was the "reconditioning fee". He told me to come up and we would work it. I made the 25 mile trip up north again. They looked over my truck, again, and when we sit at the table to work numbers they come back with $12,500 for my trade in and nothing off their price or the reconditioning fee.

The "manager" we were dealing with "didn't know anything about the deal" according to the sales person. I tell the manager about the agreed upon prices and I agree to half of the reconditioning fee. The reconditioning fee if $995, but this manager said it was $1,400. The sales person corrected him.

So this "manager" was lying and trying to get more money out of me. The manager then goes back to talk with someone else and comes back with $15,000 for my trade and nothing off their price. Their internet pricing indicates they will go lower if you contact them with your information. This is a lie.

I told them I would take my car to Carmax and get $14,000 and asked them what they could *** their price. The "manager" informed me that the internet price was the lowest price already. So apparently they have "no haggle" pricing here. I walked away.

Stay away from Lustine Dodge and Lustine Toyota. They will LIE to get you in the door and then add "fees" and other hidden charges. I can only imagine what the paperwork and numbers would of looked like if we had made it that far. Another wasted morning.

As I was leaving, another customer told me that he foolishly agreed to undercoating.

He scheduled the appointment to have it sprayed on, but changed his mind and Lustine told him that he could not get a refund. He was not happy either.

Original review Nov 06, 2015
Went to buy a used Tundra from Lustine Toyota (LT). I already had a cash offer from Carmax for my "Trade-in". LT matched it but would not move on the price of the used Tundra, citing what they were giving me on my trade-in. If I wanted haggle free pricing then I would buy from Carmax. Second, I contacted Lustine Dodge (LD) about a used Tundra they had on their site. They agreed, after much haggling, to give me $2,000 over what Carmax would give me on my trade-in. But yet again they would not move on the price of the used. I agreed to the deal over the phone and requested dollar figures before I made the drive up to Woodbridge again. In the figures they wanted to charge me an almost $1,000 "reconditioning fee" for the used truck. Citing they were giving me $2,000 more for my trade-in. I understand tax, tag, and tile processing fee, but they should have calculated the reconditioning fee i the price of the vehicle and not made it an add on. Tired of getting to the table only to find additional fees. I researched what KBB listed as a trade-in value/private sale value of the Tundra, so I have a rough idea of what they paid for it. They wanted several thousand over that price. I understand they are their to make a profit, but they can accomplish this without gouging the consumer. When I informed them that I had a rough idea of what trade-in was for it, I was informed that they do not go off of KBB values. Right. Walked away on principle. These two experiences today make three total bad/negative experiences I have had with Lustine. Went to buy a new Jeep from them in 2014 and they were very pushy in their sales techniques. I walked away from that deal too. Do your research and set a price you are willing to pay. Don't let them run the shell game on you. I would never recommend Lustine to anyone. Stay away from the Woodbridge dealers.
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Reason of review:
Pricing issue
Anonymous
map-marker Woodbridge, Virginia

RUDE SERVICE

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Let me just say one thing: DO NOT GO HERE! I have forced myself to drive an hour to this horrible place to get my car serviced (for a 5000 mile checkup) since I purchased a service warranty. Of course, due to previous bad experiences with this service department, I called ahead of time to make an appointment. They told me to come in at 4:15pm. I came in on time, to which after the guy had did an initial inspection (to check the mileage), he sent me upstairs to see a specialist, who will complete my service. I went to see Chrissy Corkinos, and laid the paper on her desk. Her initial reaction was, "WHAT IS THIS?" I politely answered that I had an appointment with her. She replied rudely, "WITH WHO?" Luckily, the guy who did the inspection said "uh, you, Christy. At 4:15pm." Well, she was not pleased. She replied with, "we are closing soon. I can't take you." You would imagine, I was angry. Not only was I being talked to in a rude manner, but to have a service staff say she can't take me, when I had an appointment? She then said, "the call in department is so ***. Why would they schedule you?" Lady, is that my problem? Well, you can imagine that I was not only offended that she spoke to me so rudely, but after such a far drive she wanted to turn me away. Not to mention, this lady had her child with her at work! It was obvious she wanted to leave work early. Well, if you want to spend time with your kid, please do not come to work and inconvenience your customers (who pay good money and time to come in). She then mentioned my prepaid warranty expired and I would have to pay for my service for a maintenance checkup (uh, you could not have mentioned that when you sent me emails for a check-up?). I ended up walking away with just an oil change, because this lady was not dedicated to working and wanted to leave before the service department closed. WOW. Bottom line is, not only do they have bad communication between their staff, but the staff is EXTREMELY RUDE AND INCONSIDERATE. Not once was I asked "how did you find us today?" The staff was indifferent about how everything went. Of course, by the time the car was done, they told me to wait downstairs for my car. Of course, the staff had left promptly at 5pm, so I was wondering who would give me my keys so I could drive my car off. This other lady and I waited for a good 15 minutes before I had to run upstairs to the cashier staff to ask when my car would be ready. If you want to have your car serviced well, DO NOT COME HERE. It is absolutely the worst. I will be transferring dealerships.
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Loss:
$45
Cons:
  • Service
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Woodbridge, Virginia

Do not buy from this dealership

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I bought a brand new Tundra from these scam artists. the whole experience has been a nightmare. from the start things seem great and you are promised the world. I was sent home with a remote alarm system.when I tried to use it it didn't work.The main sales manager assured me that it was just a matter of programming the remote and assured they would deal with it when I brought my vehicle back for after market upgrades.When I brought it back they told me that my truck wasn't capable of having an alarm system. I told them well I must obviously be compensated and they said no they will do nothing .I took this to the highest level possible and nothing was done.
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Cons:
  • Care plan or customer service
Reason of review:
Bad quality
1 comment
Guest

Lustine Toyota is a scammer. All complainants here should get together and picket Lustine Toyota.

By bringing public attention to their scamming practices public would be aware who they are dealing with: a bunch of robbers with no principles at all... Bring Lustine down!

Akash Bfz
map-marker Manassas, Virginia

Lies, Dishonesty, Deceitfulness

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Be very aware with this dealer and their deception. I spent many hours and days of working on our "deal" with Tony (aka Anthony), which became a huge waste of time! Tony stated he could provide the car at the price agreed so we headed into the dealership. The oldest game in the book, bait and switch. After promising he could deliver and claimed he was always honest and sometimes “too honest” - he LIED! He could not provide the car he promised for the price he quoted. This was absolutely unacceptable because we asked numerous times and he confirmed numerous times. His famous line was “I have some good news and some bad news”. After sharing the bad news of having to increase the price for the car quoted, we stood up, told him thank you for wasting our time, and departed the dealership while ignoring their pleas for us to take their offer. Such deceitfulness and dishonesty! It bothers me to deal with people/companies like this and I hate to see anyone succeed with such dishonesty. Be warned and very aware of their bait and switch game. Do your research and find out a good price to pay for the vehicle you want before stepping foot in any dealership - and always be prepared to walk away! This was my second negative experience with Lustine in 20 years so I think I will just avoid them forever and maybe even the Toyota brand. There are well too many competitors rather than having to deal with Lustine’s nonsense. And if Toyota condones that type of business, I will certainly pass on that agony.
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Reason of review:
Lies, Dishonesty, Deceitfulness

Preferred solution: Let the company propose a solution

Liller Sfy
map-marker Fairfax Station, Virginia

Lustine Toyota - Oil Change Review from Fairfax Station, Virginia

Lustine Toyota unable to deliver In February 2015 I took my 2012 Toyota Sienna to Lustine on a Saturday morning for a 5000 mile check and oil change. After an hour or so waiting as I always do someone called my name as if my car was ready. What they did was try convincing me I would be better off trading up for a 2015 model. I will not tell you how many times in the next six hours I tried to walk away but I would have the opportunity of new safety features my 2012 did not have and at my age that is important. One of the add ons my wife and I liked was the Navigation System which would display in the center console. We took the car and scheduled a week or two later to have undercoating, side bar, clear coat and the Navigation system installed. Everything was done except the Navigation system installation. I was told the system was on back order, then that they were way behind and it may take a few months. After repeated calls and three months later with not one returning my calls,my wife and I drove to the dealership to inquire what was going on. We were met with the usual apologizes and told the lady who sold me the Navigation System no longer worked there. A new lady by the name of Paula assured me she would be checking in with me regularly for updates. She could not assure me when the Navigation System would be ready but hopefully not much longer. That was a month ago, no calls from her! I called this morning (June 6th) and spoke to a friendly lady who told me Paula was not working today but she would leave a message and also try to find out something but today is Saturday and it may be difficult. She told me she would call me back within the hour regardless. She never called. We are now in the fourth month since we bought the Sienna. In 15 days we leave on a two thousand mile long awaited trip. It will be bitter using my small GPS and looking at the promised empty space where my Navigation System should be. I am one of Lustine's oldest customers and have lived with their less than stellar performances simply because I have been pretty happy overall with the Service Department. I'm stuck with empty promises and the knowledge that Lustine sold me something they have unfortunately not been able to deliver on.
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Reason of review:
Damaged or defective
Resolved
Olyvia Fvb

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Verified Reviewer
| map-marker Woodbridge, Virginia

Resolved: If you want any kind of customer service then don't shop here!!

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Updated by user Feb 06, 2015

I am pleased to say that Lustine took care of us. Mr.

Giddings called me today and he resolved all 3 issues.

Thank you Mr. Giddings.

Original review Jan 30, 2015
I bought a Toyota a few years ago from them and I didn't purchase any aftermarket add-ons or get any "care plans" so I never had an issues BUT I took my daughter who just graduated from college to purchase from them and they talked her into the "care plan" and she ordered the GPS and heated seats. The salesman told her she could get a 1000.00 deduction for new college graduate. When we got to the finance office that all changed and " it wasn't available on that particular car". I knew we should have walked out that night and not bought anything but my daughter really wanted the car so we agreed to a 500.00 deduction after I completely lost my temper with them. It took them weeks to call her back to get the appointment to get the seats and GPS installed. They broke the USB, the GPS is not the same as the one we looked at and after receiving the paperwork for the "care" plan we realize it is a complete scam. Do you think they care? Nope. Either you can't get anyone to answer the phone or they call back and leave a message sending the problem to someone else. We finally had to to file a complaint with Toyota. Terrible Service!!
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Cons:
  • Care plan or customer service
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Silver Spring, Maryland

Toyota Navigation System Review

As of July, still waiting for Navigation System. I was contacted by Lustine Toyota and told it may now be August. That will be six months and counting on something I'm paying for but yet to have delivery
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Reason of review:
Order processing issue
Anonymous
map-marker Richmond, Virginia

Car Review

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I bought may car from them it took me 9 full hours to get the salon done on top of that the manger has an attitude and a month later I never get my tags from there and keep promising me temp tag and still don't have them know I can't drive my car cause of no tags and they don't even answer the calls
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Reason of review:
Poor customer service
Anonymous
map-marker Frederick, Maryland

Lustine Toyota - After Sale Service Review from Frederick, Maryland

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First, my vehicle is nice, salesman was great, no problem with sale.... Live in Maryland, and have a vehicle now that I can't drive. No tags yet. The MD inspection was completed and returned in 3 business days after purchase. Nobody seems to care at Lustine when I call. Spoke with used car manager, said someone would call. No call. Spoke with Chris in financing, get run around, can't seem to get me another temp or MD tags. I have left a message several other times, and no one calls back. Totally unprofessional. Would not recommend buying car here. Just wonder why I couldn't get my own tags, as I was told no that they will do it. Give me the title and a refund, I'll get them in 15 minutes myself.
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Reason of review:
Poor customer service
1 comment
Guest

Problem has been resolved day after post. I now have a tag!

Anonymous
map-marker Coatesville, Pennsylvania

Scratch Repair Review

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False promise of repairing used vehicle scratch repair and bait and switch sale of the paint restoration "paint protection" program. $895 ripoff..
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Reason of review:
Bad quality
Anonymous
map-marker Woodbridge, Virginia

Service Department/Repair is a Joke(beware)

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3-weeks prior to taking a trip to Disney World, I decided to have Lustine service my Van. Which was less than 2yrs old with less than 30K miles. Drop the vehicle off on a weds morning at zero dark thirty took the train to DC. they called me at the office and said it will be ready by 5pm I get off at 3pm so I worked late no problem. Got there my vehicle was still in the same spot I left it. long story short..I got my vehicle back on Friday. They said the transmission was going bad but it was under warranty there would be no cost to me. They was ordering the part and to bring it back next Thursday. Part came in on Saturday instead, left the vehicle there over the weekend said it would be ready on Monday. No problem I have a few vehicle to drive. Well! sorry wrong part came in must reorder, part came in the following Monday 3 days prior to my trip. I never got that part put on I was pissed and they never called me again. Flew instead with 3 grandchildren tickets to fly cost over 3k last minute, however that was 18 months ago. Van ran fine no sign of a trans problem but it was recently totaled due to a texting kid driver. Looking for a new van which is great for trips. But it want be from these guys, and I write a check on the spot for vehicles never financed a car in my life.
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Loss:
$3700
Cons:
  • Lied to me for 2 half weeks
Reason of review:
I wouldnt waste my time
Anonymous

Worst dealership in NOVA

I was warned by other dealerships and co-workers not to go to this dealership. I even googled lustine complaints and saw the hundreds of negative reviews by several consumers. But living so close to them I gave them a shot. These guys are the bottom of the barrel, *** of the earth. From Jim giddings to all the salesmen. Check all the paperwork you sign, front and back, along with all the small fine print. What a treat to go to another dealership and get treated with respect. If they give you the vehicle for free please do not go there
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Reason of review:
Poor customer service
Anonymous
map-marker Gaithersburg, Maryland

Car Purchase Review

Lustine toyota u go there to buy car from them at your own risk a bunch of thives
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Reason of review:
Poor customer service