Anne T Hyw
map-marker Northbrook, Illinois

Don’t use their service dept

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I had new front brakes put on. They were still making grinding noise so took them to my regular mechanic. North rook had installed them Incorrectly!! Plus the guy who checked me in for my service at Northbrook Toyota was extremely rude. Dont waste your time at this Toyota service dept!!
View full review
Cons:
  • Terrible service

Preferred solution: Apology

User's recommendation: Do not use them

Jenney Olm
map-marker Northbrook, Illinois

Bad Customer Service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I have purchased new cars from here in the past. Today I brought in a Toyota I purchased used (still under 3 years, 30,000 miles) and was not only told that the problem was not covered under warranty but I was told in a rude manner as well as mocked for buying a car used (the problem arose after purchase and has been unrelenting despite multiple repair efforts). The sales assistant Eddie reduced me to tears in front of my children and it takes a lot to frustrate me to that point. But they managed to do it. I will be taking my car to and purchasing from a different Toyota dealership from now on. So disappointed by their lack of willingness to work with a loyal customer.
View full review
Reason of review:
Warranty issue
Anonymous
map-marker Schaumburg, Illinois

Review in Service Centers and Repairs category from Schaumburg, Illinois

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Dear Mr.Rosengarden, From the first day I purchased my car from u,I have had nothing but a bad experience.My name was wrong on the titke.The county was wrong.The salesman that sold me the car didnt explain any features about the car.He didn't give me the instruction manual.I didnt get a follow up call.I went in for my 6 month service and had a few problems ,I needed fixed.I drove the car with the technician in it. The streering wheel makes a rubbing noise .He heard it.The wipers streek.He saw it.The window rubs.He heard it.Nothing was fixed.The service writer told me the steering wheel was fixed.He lied.It wasnt fixed .The service manager was worse.I have never been treated so bad . This is a very *** way of treating people .Its very sad that u have a dealership like this.U made a big mistake ,when i purchased a car from u.Steven Schnider
View full review
Reason of review:
Bad quality
Anonymous
map-marker Northbrook, Illinois

Northbrook Toyota Auto Service Review from Northbrook, Illinois

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Never do business here! I brought my car in for a 30,000 mile service. They charged me nearly $200 and did an oil change, replaced air filters, etc. they told me that I needed new tires (at 30,000 miles !!!) and wanted to charge me $1,100 plus tax. I came in to pick up the car on a Saturday and asked to see a donut spare in the rear compartment. The service guy brought it out and asked me to go pay my bill. I told him I'd be back after paying and I wanted to see if the tire fits in my car. When I came back after paying my bill, the tire was gone. They told me it was locked in parts and I should come back Monday. I made a special trip to see how the tire fit and now they locked it up? They knew I wanted to see it. I asked to see a manager and they told me there wasn't a manager and I needed to leave as they are closed . Then a salesman came over and started swearing at me to leave. He threatened me & got in my face. Michael Quigley, a sales manager, removed the salesman from the area and came over and apologized to me. (Michael was the one kind and decent person I experienced.) I couldn't believe what was happening!! I had never been treated so poorly. I left and drove straight to Naperville Toyota and was treated wonderfully. I bought new tires from Naperville for $700 !!! Far less then what Northbrook tried to charge me. When I was at Naperville, they looked at my service history and asked why I didn't buy the Toyota Care Plus package for $299, which I qualified for since my car had less than 31,000 miles. This package included the 30K, 35K, 40K and 45K service all for $299. Learning this, I was furious that Northbrook didn't offer it to me. I also learned that Northbrook Toyota shouldn't have charged me for an oil change as I just had one done at Northbrook at 25K miles and my car has full synthetic which requires oil changes at 10,000 Mile intervals. Now I Really felt cheated! Monday I called and asked for the service manage, Harry Kohl, and tried again that afternoon and Tuesday morning. He never returned my call. Tuesday afternoon, I called the Service Director, Peter Laskowski, and told him what had happened. I told him that I shouldn't have been charged for another oil change at $65 since I wasn't due and that his staff should have seen this in my cars profile. I ask why I wasn't offered the Toyota Care Service Package for $299 and he literally told me that, "It's not our responsibility to tell customers what promotions are available". I couldn't believe what I was hearing!!!! I asked if he would allow me to pay the difference between what I paid and the $299, and give me the service package. He said "No". I then contacted Toyota Corporate and they had Northbrook Toyota's Customer Relationship Manager, Catherine Sullivan, call me. (This took 2 tries on my part and another week). When Catherine called she also told me that Peter wasn't willing to charge me the difference. I then asked her for a coupon for another oil change since I paid for 2 within 5,000 miles and they shouldn't have charged me for another oil change. She said that Peter said No. I told her that I had 2 other cars that are 10 years old and was in the market for a new car and asked why they wouldn't resolve this issue for the $200. She said, "well, you didn't but the van from us so why would we expect you to buy your next car from us?" Really??? Did she just say that?? This is unbelievable! I told her that I had looked at Northbrook Toyota and they didn't have the van I wanted. Naperville did and so I bought it from them. But I live in Northbrook and had hoped to bring my car to Northbrook for service. But not now and not ever again! In fact, after the multiple bad experiences I had at Northbrook Toyota, I will make sure that I share these terrible customer service experiences with anyone looking to buy or service a Toyota. And I'll tell them how on every occasion, I had a wonderful experience at Naperville Toyota. But don't just take my word for it. Look on Google and compare the two dealer reviews. Northbrook has very poor reviews and Naperville has 545 reviews and a rating of 4.8 out of 5. I have owned and maintained a lot of cars in my life but never have I been treated so badly by a dealership. Peter Laskowski is an arrogant man who believes in over charging customers and doesn't know anything about customer service. When I brought it to his attention & he was given an opportunity to fix this on numerous occasions, he refused. The Toyota Care Plus package for $299 was proudly displayed in many locations at Naperville Toyota. But there weren't any displays anywhere at Northbrook. This is a Toyota promotion and Northbrook should have offered it. But it's telling how they'd rather over charge customers then do something to help customers. They should not have charged me for 2 oil changes within 5,000 miles and perhaps more importantly, when given an opportunity to make this right, they refused. Never go to Northbrook Toyota!
View full review
Desmond Henry

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Northbrook, Illinois

Used car not described accurately to out of town customer!

Updated by user Feb 04, 2014

Resolved. Northbrook Toyota agreed to pay $800.

Original review Jan 04, 2014
I bought a 2008 BMW 335i convertible from NorthBrook Toyota in November 2013. I'm a third year medical student and I took time off my busy schedule and spent my hard earned money that I saved to fly from Columbus, Ga to Illinois and buy this car. Before even purchasing a ticket I asked the sales guy "Sam" to walk around the car and point out any damage. He said there were some scratches at the bottom of the from bumper and some minor curb rash on the wheels, which was normal. So, I assumed everything was fine and payed for the car then flew up there. I felt a little apprehensive because I wanted to get an independent inspection but they kept reiterating that they would not hold the car so I felt a little rushed. Plus, they wouldn't even take a deposit on the car to hold it for me. Yet, as soon as I arrived to the dealership to view the vehicle I realized that it had been represented inadequately. There were major scratches at the bottom of the front bumper that were visible when viewing the car from the front and the side. The hood had some deep scratches around the BMW roundel emblem, it literally looked like the car had been keyed. The right front reflector was loose, there were trim pieces missing on the inside, the windshield had a chip the size of a nickel and the wheels had major curb rash. The sales guy (Sam) realized that I was unhappy without me even telling him so he went and got the Pre-owned Sales Manager (Jon Kommel) and he promised to buff out the scratches on the hood, fix the front reflector and gave me $200 off for missing navigation discs. Before signing the paperwork I was under the impression that the car was in the detail area being buffed and getting the front reflector repaired. However, after signing the paperwork I walked outside and the car was in the same place I had parked it in after testing driving it. Then, the sales guy Sam told me that the scratches were too deep to buff. But, when I arrived back to Columbus I took the car to Columbus Paint & Body Works and they wet sanded the car, buffed it and touched up all the scrapes and it looked as good as new for $150. So, clearly the sales team did not care about their customer, they just wanted to make a sale and get me out of their way. Then to top it off when I got home and ordered the Navigation discs I found out that the navigation system was inoperable and I spent another $1100 to replace the entire CCC unit and have it reprogramed. Also, before writing this review I emailed Jon Kommel (Pre-owned Sales Manager) on 11/25/13 to bring these issues to his attention but he did not try to resolve this issue. Therefore, this is a honest review that I'm writing after trying to resolve the issue. So, guys before you buy a car from Northbrook Toyota please please get it inspected independently or be present to inspect it yourself before traveling to buy a car from them. They will not represent it correctly or bring any issues the car may have to your attention because they only want to make a sale. So, if I had known that I was going to spend over $2000 refurbishing a car that I payed nearly $23k for then I would've walked away because I could've bought a brand new car for that price. Hence, I've learned a MAJOR lesson from this so I hope this review helps you with your new or used car purchase decision. I'm extremely unsatisfied and I feel taken advantage of. I would not recommend them to my worst enemy. De'smond M. Henry, B.A.
View full review
Loss:
$1850
unknownuser m
map-marker Arlington Heights, Illinois

Northbrook Toyota

NORTHBROOK TOYOTA 1530 Skokie Blvd Northbrook, IL (847) 272-**** I experienced nothing but horrible customer service at Northbrook Toyota. I brought my car in March to fix a recall and to strictly get my oil change. Upon arrival we were ignored for a while by the customer employees and needed to request assistance before we even were helped. About 2 hours after we dropped my car off, we received a phone call from one of their customer service representatives that my car needed two tires and that it was recommended for a tire rotation. We declined this offer and thought everything would be fine. When we arrived to pick up the car, again we were ignored for about 10 minutes by their customer service representative. We received a bill of $140 dollars for an oil change; however, they went forwarded with the full rotation of tires. We asked the customer service representative who dealt with us that we did not authorize the tire rotation among other things. He became abusive and accusatory towards us and recommended we call the police if we wanted assistance. We went forward and called the police and the police got Northbrook Toyota to lower the bill. Since then, we received no phone calls or written communication until I submitted a report with BBB. In the letter, they became accusatory towards us and admitted no wrong. They are purely unprofessional and do not care about their poor consumer rating and service. I have experienced nothing but abuse from this dealership. Be warned! I DO NOT RECOMMEND THIS DEALERSHIP FOR SERVICE OR ANY TYPE OF CONSUMER PURCHASE.
View full review
Loss:
$180
unknownuser m
map-marker Arlington Heights, Illinois

Northbrook Toyota: Horrible and Abusive Customer Service

NORTHBROOK TOYOTA 1530 Skokie Blvd Northbrook, IL (847) 272-**** The below reflects my personal experience at Northbrook Toyota. I experienced nothing but horrible customer service at Northbrook Toyota. I brought my car in March to fix a recall and to strictly get my oil changeD. Upon arrival we were ignored for a while by the customer employees and needed to request assistance before we even were helped. About 2 hours after we dropped my car off, we received a phone call from one of their customer service representatives that my car needed two tires and that it was recommended for a tire rotation. We declined this offer and thought everything would be fine. When we arrived to pick up the car, again we were ignored for about 10 minutes by their customer service representative. We received a bill of $140 dollars for an oil change; however, they went forwarded with the full rotation of tires. We asked the customer service representative who dealt with us that we did not authorize the tire rotation among other things. He became abusive and accusatory towards us and recommended we call the police if we wanted assistance. We went forward and called the police and the police got Northbrook Toyota to lower the bill. Since then, we received no phone calls or written communication until I submitted a report with BBB. In the letter, they became accusatory towards us and admitted no wrong doing. They are purely unprofessional and do not care about their poor consumer rating and service we received. I have experienced nothing but abuse from this dealership. Be warned! I DO NOT RECOMMEND THIS DEALERSHIP FOR SERVICE OR ANY TYPE OF CONSUMER PURCHASE. IF YOU DO A SIMPLE GOOGLE SEARCH ON THIS ORGANIZATION, YOU WILL SEE THE POOR RATINGS THEY HAVE RECEIVED BY OTHER CONSUMERS.
View full review
Loss:
$180
2 comments
Guest

I agree and had a similar experience.

Guest

Same her, but I went to the Body Shop. The woman is condescending and rude !

View more comments (1)

Why Trust Reviews on PissedConsumer?

  • Professional auto and live moderation
  • 100% user-generated content
  • Equal opportunity and protection
  • Zero tolerance for fake reviews
  • Verified content
  • PissedConsumer is on the Inc. 5000 list

For more information read Blog article