Penn Toyota

Pathetic. Called them for a price quote to repair a shift console. They told me $ 800. when the cost from another Toyota dealership was $ 116. Obviously the are rip off city. Buyer Beware.

forget this place, unless you like horrible diagnostics undone work you pay for and have lots of time and money to waste and still have the same problem you went there for. Don’t go to Penn Toyota it’s a nightmare

Please train your sales people on what features are standard on the cars your dealership sells. it was not a miscommunication.

1) Penn had a car that I really wanted. I asked about the deep scratches on the front and rear fender (right sides), I was told the car was being sold «as is». Mind you the vehicle was advertised as a Toyota «Certified» pre-​owned. When I was in Toyota a few days later (get to why in a minute), I overheard a woman talking about a scratch on the hood of the Toyota she was just about to purchase and Penn said they were giving her a «we owe you» slip that would cover the repair of the hood. WTH? I ended up spending $ 400 on bodywork (third party) on a car that should have been delivered as new as possible. Penn has a body shop down the road in Roslyn and could have easily fixed the bumpers. I don’t know of any other major car dealers that sell deeply scratched vehicles. It seems like they had just got this car and were just pushing it to sell it to me because I took interest.
2) The guy who owned the car before me was very messy and that’s being polite. There was spilt coffee where the speakers are, black scuff marks throughout the inside, leaves and pine needles in the trunk where the spare tire was, floormat was stained with salt water from the previous winter I assume, etc. etc etc. Toyota could have sent the car out for a professional detail instead of selling «as is» with a generic wipe down by their own car wash person. I ended up spending $ 200 (third party) to have it detailed to get it back to new/​selling standard.
3) Overpriced!!! This is my fault and I should have looked at other dealers before buying here. I found the same car with the same equipment, in better condition and fewer miles for much less through other Toyota dealers. All within 45 minutes of my house. Shame on me.
4) Penn did not have a second key upon delivery. I had to return the next day (30 minutes each way) to pick it up because they did not want to mail it.
5) One of the charging ports was broke when I got the vehicle. I did get a «we owe you» slip for it. The port was ordered and I returned a week later for the install. 5 hours later (no exaggeration) and still not fixed. It turns out they ordered the wrong part. They spent hours trying to make the part fit but in the end, they had to pull the right part off of another car they had in the lot and put it in mine. The part was black and not beige like the original and interior.
6) When driving, I noticed the front seat shifted back and forth. I looked and the rail the seat is on was missing a bolt. When I took the car in, the mechanic said no bolt was missing and the back and forth movement of the seat under acceleration and braking was normal. I took him to the car and showed him where the bolt was and no bolt. He agreed and put it on. Well what do you know… no more shifting seat.
7) Was called back on another occasion to sign a document that they forgot to give me (another 30 minutes each way).
8) I paid for the Platinum warranty and the paperwork I got in the mail said I had the Gold plan. I was told by Penn that the paperwork was marked wrong by the admin office and it would be fixed. I finally got the right paperwork in the mail.
9) When trading in my previous vehicle, I had money coming back for an extended warranty and extra service plan for that vehicle. Finance (James) said he was going to send in the document to get those plans cancelled and I would get a check in the mail from Toyota. 4 weeks later and no check in the mail. So today as a matter of fact (this issue is what finally caused me to write this review) I called Toyota Financial and they said they see a note where Penn (James) called to get a quote on how much I would be getting back but that James never followed through by sending in the document to cancel the plans. I cancelled it myself over the phone and will have to wait several more weeks until the check comes. Thanks Penn!!! Not like I wasn’t counting on that money for anything (I’m talking $ 2,800).
So there it is. I would not do business there again and Penn if you read this, please do not reply to my review with one of your generic statements that are found at the bottom of most negative reviews («Sorry to hear about your experience. Please let us know if there is anything we can do»). Yeah, there is. How about giving me $ 600 to have my car painted and cleaned and throw in some more money for time and gas wasted going back and forth to Penn becase you couldn’t deliver a solid vehicle and service.

Please be very aware of this establishment! I called and asked them to match a deal the said no problem! To which I replied great! I’m on my way can you have the car ready to go my wife is heavily pregnant and I don’t want to be stuck in a dealership all day! «No problem sir» they tell me! I arrive with a 9 month pregnant wife in tow. Sir we are prepping the car it will be ready in 2 hours! Didn’t you tell me two hours ago it will be ready??? Go for lunch and we’ll call when it’s ready!
6 hours later sir your car is ready!
I arrive to sign the paperwork and the car is damaged! They wrote me a I owe you!
So many Toyota dealers in Nassau county do plenty of shopping before using this place!

As far as the service department is concerned keep receipts and good records of all all work performed. On two occasions they asked me to perform the same services that were done previously. Thank goodness I had records!
My guess is the work was never performed in the first place or they were trying to bill me unnecessarily.
Disappointed… :(

They tend to make their own rules. I was reassured by Toyota Financial that I can return my leased car at the end of the lease period to any dealership as long as I schedule it with them. Tried to schedule a return from Penn Toyota but was refused because I am not their customer and that I am not getting another car from them. This is unprofessional and wrong.
Update:
Augie, lease manager, called me back and I was getting nowhere with these people. He was RUDE and difficult to speak to as most of the time he was aggressive and defensive. Can’t believe he is the manager as his professionalism was quite lacking.
Luckily, I found another Toyota dealership down the road to take the car.

HORRIBLE !!! They should by be in business ! Extremely unprofessional, rude and pushy !! Make your car purchase anywhere else but here !!

Classic bait and switch dealership. I’ve personally owned 1 Nissan, 2 Infiniti’s and 1 Audi all brand new and never had this kind of experience. Long story short my father had purchased a brand new 2015 Highlander from Penn. The price was fair and we went for it. The day the vehicle was purchased I noticed that we were charged $ 1753 additional. Now if I had not caught that no one would have ever said anything. I speak to this finance guy James and he gave some stupid explanation. He then starts offering me $ 1000 and I was very offended. Then he start saying how the LO-​Jack which they threw in for free was not. I ask him where on the invoice does it say LO-​jack with a amount??(it didn’t have a amount on the invoice). So finally going back and forth he did return the money but it was agonizing and we had to return the LO-​jack which my father nor I cared for.
Another point I want to make is that this dealership provides free monthly car washes via autocare for new car purchases. My father went for his 2^nd car wash only to find out the membership was canceled by this James guys. I did not want to call this James guy back and talk to these clowns. Just not worth my time and sanity anymore.

Stay away! Debated contacting the County Consumer Affairs Division, or even the State Attorneys Office. Went there for the coupon oil change only because my regular mechanic doesn’t work on Saturday. What I got hit with was a recommendation for $ 3,000 in unnecessary work, and ridiculous quotes for the amount of time it took to do the work items. Where do I begin? They told me I needed new spark plugs and an air filter. Problem is, the car had 51,000 miles on it and I changed the plugs at 35,000 miles with 100,000 mile iridium plugs a couple years ago. Very low annual mileage usage. They also told me it would take 4 hours of labor. At $ 118/​hr., that’s $ 472. When I did the plugs myself, it took me about an hour. They wanted to charge me additional labor for the air filter, when it was an item incidental to changing the plugs, because you had to disconnect the filter to get access to the plugs on the passenger side of the vehicle.
They told me my rear shocks were dried out and shot and needed to be replaced. In actuality, it’s just the optional rubber boot on each shock that costs about $ 10 each that was dried out and starting to crack. Again, they are optional to keep dirt out and extend the life of the actual shock absorber which by the way are still fine. Good stiff ride, and rebound. Completely unnecessary repair.
What they did get right is that I needed new rear breaks. I knew that going in, but was going to have my regular mechanic take care of it for almost $ 100 less than what the dealership quoted me for doing the work. Yes, OEM parts were used.
They told me I had an axil seal leak which needed repair. To do so, they were going to charge me the labor to disassemble the breaks to pull the shaft. They already quoted that cost to do the beak job. This work would have been incidental to that work. BTW, they quoted the removal of the rear breaks to replace the shocks as well. That’s three times they quoted the cost of labor for the same item. My regular mechanic told me he found no leak when he did my breaks.
Going back to the original reason I went in for the oil change, I dropped off the car at 10:00 AM, and they took till closing to finish the work. When I showed up to get the car, the mechanics were clocked out, and no one took it off the lift in the garage. The service rep had to coerce a mechanic that was cleaning up, to take it off the lift. The car was returned with the traction control disengaged and the warning lights on, which I found out was because they used an uncalibrated handheld computer. I found a Toyota Service Bulletin to their mechanics warning about this issue on a Toyota forum, and when I called to ask them to reset it, they wanted $ 65 to fix what they screwed up, and for me to leave the car for the day again, because they didn’t know when they could get to it. It took my regular mechanic 5 minutes to clear the error, and he didn’t charge me for it, so I threw him a few bucks anyway.
The best part is that they called me during the day and wanted me to commit to this $ 3,000 in repairs over the phone. When I said no, they got annoyed. When I picked up my car, they made me sign a release that I refused necessary service before they would get my car.
FYI — I worked in a shop for 3 years to help pay for college. I did break jobs, valve jobs, oil changes, water pumps, radiator replacements, shocks and batteries, etc… so I know my way around a car despite the years that have passed.
Overall a combination of careless mechanics, bait and switch sales tactics, and down rite fraud.

Our car had a radio issue so my wife went there and waited. After waiting, my wife had to pick up her kid but they told her that they needed more time to do the diagnosis. So they asked her to come in again. So she made an appointment. She drove there again on the service appointment date. She waited few hours. It was near the time that she needed to pick up her kid so she asked them how long it would take. She found out nobody started working on the car. And they told my wife that it would take long time to do the diagnosis and would need to set up an appointment with a loaner car.
1. During her wait on second appointment, nobody informed her anything until she asked them. And they did not even look at the car.
2. During the first visit, they should have told her that she needed to leave the car for a day for the second appointment if it would take much longer. Or they should told her the same thing when she re-​visited for the second appointment before she waited
3. On the second visit date, nobody apologized her.
So I called Toyota customer service and opened a case number for the complaint. It had been almost weeks since the incident. Penn Toyota did not call us. So I called Toyota Customer Service for the status. Next day, the regional manager at Penn Toyota called me. She started apologizing and wanted to set up a appointment with a loaner car. However she said they did nothing wrong. She said they followed the process and they did nothing wrong. It was very frustrating and disappointing. I felt very upset by the fact that my wife waited hours on two days without getting apology.
I called Toyota Customer Service but found out there is nothing they can do father since they can’t really intervene with the dealership any further on this particular issue.
This is my first time buying a Toyota. I thought the service would be much better than I experienced. Although I think it is an isolated incident, I would not buy Toyota again. I feel that this is horrible.

So I go in to buy a new car, because we cant possibly communicate by email phone!
I speak to a salesman tell him everything I want in a vehicle, which to be fair is very specific and somewhat rare, he tells me he found me one, has me leave a deposit. I tell him I am only interested in doing so if he has the car. He says he does and will have a vin for me the next day, it was almost closing time, So I left $ 500. Next day he tells me the girl who gets the car info is out, but will have it next day. I trust him.
Call him 2 days later apologizes and says it was not the color I wanted, and it would be there in 10 days. My wife also likes this color, so I say great. He says he will call me next week closer to when it comes in.
I don’t hear from him so I call, he avoids me for 2 days, finally get him and he tells me there is no car and that if I want one I better say so that day because «today» is when they put in there orders for the next round of cars and that will be there in about 25 days… I almost lost it, they lied threw there teeth about the car existing, coming color, and all this to keep me baited to when they were actually getting a car, like I want, in,
I asked for a refund, they made me come in to get it, just to try and talk me back into it.
Shady!

Bought a RAV4 here from James Clemens. He was very helpful with all questions, took his time to go through everything and gave us a very reasonable deal at the end. In general, staff was nice and it looks like the place is run well. Wouldn’t hesitate to come back here and get another car in the future.

I don’t know what these guys think about service. They feel like «we have the marketshare and therefore we can treat our customers as we like.“I tried to schedule a routine oil change. I had to call and make an appointment in advance. I went in for my appointment. The service bays were open. I pulled in. I was given a number. So far so good.
The confusion starts. There is no service manager even though lot of the cubicles were empty. There was no direction nor supervision. No one knew what to do. You simply have to randomly and unnecessarily wait. I really don’t see the need for a service advisor for a routine oil change. And then they supposedly check and thoroughly check and try to up bill you. After 10 – 15 minutes I couldn’t see any. Then I randomly asked one of the employees as to how long it would take for oil change. They said it would take three hours!!! At that point I just took my keys back and left and went to an outside lube place. I was done in 15 minutes.
Unless it’s a highly technical dealer only job, stay away from this chaos.
Can’t wait for more Tesla like companies to come up and make service better.

Just bought a 2013 Camry SE and the salesman James Clemmons was the nicest and easiest guy to deal with.

Horrible service experience! Will no longer be getting anymore vehicles from them again. Too many mistakes with orders, does not return phone calls, and makes you do the run around

I am beyond outraged by this dealership! I lease my 2014 RAV4 here recently. Everything went smooth with dealing with the lease and whatnot. I was told to wait a few minuets to just finalize the paperwork and sign a few things. THREE hours later after screaming and arguing in between me asking to get the paperwork moving and being told that «when it’s ready, it’s ready» it was finally ready to just sign. Was the car ready?! NO! It needed to be cleaned… A new car? Needs three hours of cleaning!!!
Finally we leave the dealership! A month later I get a bill from Toyota stating that I owe about $ 300+ for a missing key (which was dropped off to the dealer the following day) some other scratch thing and a missing piece to the hubcap (which was in the truck and now missing.)
I called Toyota headquarters and they told me its Greenvale I need to speak to. After multiple attempts I finally get them on the phone and they tell me that it’s my fault and that’s the end of that. The only person that can handle this issue is the man who leased me the car and that I have to pay it. Even though I saw all the parts to the car, it magically vanished in between the car salesman taking the car to Toyota’s inspectors.
Thank you Toyota for the added stress to my lease! This isn’t the first time (had another issue with the service department) but this will surely be my last!

My family recently purchased a 2014 Toyota 4runner Limited, with all the bells and whistles from Penn Toyota Scion. Tommy the sales associate was great, very friendly and courteous. We had purchased 2 other cars through him in the past. Putting the great buying experience aside, we took delivery of our new 4runner on Monday September 15^th 2014. On Wednesday the 17^th the engine started knocking upon a cold start. We brought the car in for service on Friday the 19^th. The Service manager acknowledged the engine knock and even let me start a new 4runner on the lot to see if it was making a comparable noise, which it wasn’t. The service manager said he would start a task case number to get recordings of the noise to send to Toyota to determine if they would send an engineer out to diagnose the problem.
On Saturday the 27^th I received a call back from the dealership saying the vehicle was ready to be picked up. When I arrived I was informed that Toyota (Corporate or Service HQ) said everything was normal, and we could take the car back. Engine knocking is normal? We asked when the engineer would come out to take a look at the car, the service manager said sometime in October, but no certain date can be provided.
We told the service manager we did not want to take the car back until the engineer examines the car and the issue is absolved. We were informed by the service manager that If we left the Car at the dealership until the engineer arrives, we would be charged a fee every day until we picked the car up.
We purchased 6 vehicles over the past 25 years From Penn Toyota, This is by far the worst experience we have ever had.
We had the car for three and a half days and It’s been at the dealership since. Now they have the audacity to tell us engine knock on a brand new $ 50,000 dollar car is normal, and that we will be charged a fee for keeping the car at the dealership, because we do not feel that it is safe to drive this defective vehicle.
Now we are without a car at the moment, and out the substantial amount of money put toward the down payment. And we REFUSE to take this car back! We want our money back!!!
What happened to Penn? We’ve never had a problem with any of our cars from them, nor have we ever been treated this way before.

My rating would actually be 3.5 if that were available.
In the beginning I wasn’t too crazy about having me 09 Rav4 being serviced here but since it was under warranty and the place of purchase, I kept coming back.
Back then 2010 and on to 2012, I despised dealing with the service advisers here as they kept trying to up sale you. I would come in for a oil change and then there were 5 other things they would try and get me to do. I do understand that this is how they make money but c’mon, no is no. The waiting room also was depressing and I found myself going over to the Scion showroom area to wait as most people either didn’t know or were not informed. There were some other issues but they were minor but it still irked me and blah blah blah.
Fast forward to about 2 weeks ago ⁹⁄₂₀₁₄. Brought the car in for a recall and things looked to have changed for the better. The service adviser I dealt with was friendly and didn’t really try to up sale me on anything. At most he politely asked if I would be interested instead of trying to force it down my throat. The waiting room has been upgraded. Seats or comfortable, they have a area that’s like a desk where you can work on your laptop and plug in… the free WiFi is actually available too. Coffee station has been upgraded as the bathroom too.
Wait time, depending on what you need to be done and how busy they are… this can vary. It looked fairly busy when I was there for the recall work to be done but I was in and out within 1.5hrs which wasn’t bad in my opinion. The service adviser actually came out to the waiting area to find me to let me know also instead of them paging me in the past over that horrible intercom system.
In the end I feel things are getting lots better here and it’s my belief that every service adviser is different. If you get that gem, remember his or her name and make sure to request for them next time around. I unfortunately forgot but I remember how he looks so rest assured I’ll be looking for him next time around also.

First-​class operation, highly professional people that’re extremely accommodating. Strongly recommend dealing with Joni Glantz; she’s knowledgeable and very well-​prepared. Have had two leases with this dealership and both have been seamless processes.