Copeland Toyota Scion

The internet sales gal was fantastic. She was honest, and told me they did NOT have the car that was on their web site that I was interested in, but they did have one coming shortly – and it happened to be the exact color I wanted. She told me if I didn’t like the color, they would find me one I did like. Three other dealerships couldn’t be bothered to make that offer – which is how I ended up at Copeland’s web site!
I made an appointment, went in, purchased the car that they don’t even have yet. Salesman was super nice. I wasn’t terribly pleased that I felt tricked into filling out financing paperwork, but… I could have refused I guess. They promised to match the offer I already had. We’ll see!

After paying more for an oil change than I ever have in my life — the cost of synthetic oil was surprising — I went to leave the dealership and a salesman pulled another car across the front of my car and proceeded to get out and stand in front of my car. I had walked right by him when I went to my car.
I thought it would be rude to honk my horn at him so I waved a couple times. I guess he didn’t see me, so I opened my window and said, «Excuse me! I am trying to leave.» Well, he came close to my driver’s side and asked me, «What’s with the attitude?!?» What an absolute jerk. I was just trying to make sure he heard me, and he has to try and instigate something.
I had brought my car in for an oil change, and told the service rep about the mileage and that the cabin filter had (supposedly) been replaced when we bought the car at a different dealership back in September. I had raised the issue of the 30,000 mile service and I was surprised that he did not talk to me about a service schedule at all. This was the first time we had brought the car in for a service, and I would have felt better if I sensed an effort to build a relationship.
The other car in my household is a Honda CR-​V and we usually take it to the Honda dealership across the street from Copeland. Even though I feel like they sometimes try to upsell you on services, I feel like they make more of an effort to get to know their customers and their cars. That means something to me when taking a car to a dealership for service is expensive.
I am going to try and find an independent mechanic instead of going back to Copeland. I will miss the awesome massage chairs, though.

I purchased a vehicle from here and had very poor customer service. Originally I placed a $ 300 deposit on the vehicle and when I went to pick up the car they told me it was in the mail. I waited and after calling back rhey indicated to me that my DEPOSIT was a down payment for the vehicle. I told the salesman that it wasn’t supposed to used as a down payment just to hold the car for me and he said when I pick up the car I would get it back. Then they said that it was my banks fault because I had my own private financed and they gave me a check that was short. I explained to them they were the ones to send over the paperwork to the bank and indicate how much it should of been. After that they said it was my fault for not double checking it. I was amazed that even after buying a vehicle and telling them it was just a deposit they would still pull a fast one and keep my money. In the end they never resolved the issue and told me it was out of there hands and talk to the bank. I would never buy or service my car from here again. Homar was the salesman and he did not stand by his word. I was really disappointed because I love the car I got but sadden by how sneaky they were.

Erik was fantastic! He didn’t try and upsell us on another car, he showed us the used RAVs he had and helped us understand the differences in each model year. He then went way over the top on dealing with our insurance and registration issues as an out of state buyer who was not familiar with Massachusetts wrinkles. We could not have asked for better dealer support! I would not hesitate to go back to Erik and Copeland.

I have had the worst customer service ever today. I have a 2013 Toyota Avalon that was just being fixed for recalls at the end of June. After the vehicle was serviced at Copeland, AC (water) started leaking on the passenger floor rug. the car smells like mold and the floor is soaked. They wanted to charge me to fix it and blame it on something else. There should be no issues like this with a new car. I will never return to this place and the people working there need to be trained properly. I do not recommend anyone bring your car here for service not even for a oil change. I hope my review helped :) My 40,000 dollar car smells like musty mold because of them! The sales manager told me it happens a lot with the new toyotas. Smh! Well if that’s the case, why don’t they tell you that when your buying the vehicle? Or why has it not been recalled yet? Bottom line, these people are a joke and can’t be trusted!

I bought a used Toyota rav4 from this place. I brought it back to have the ecm replaced and specifically stated that was all that was to be done to my car. Well, they did their «100 point inspection» anyways. When I got my car back, the exhaust was loosened so it sounded like a Harley and was told that the transmission pan was leaking. Never got an answer to why they were under the car when the ecm is located in the dash. Went all the way up to Todd Copeland who still didn’t have an answer for me and told me to call him personally the next time I come in for service «so I can handle you with kid gloves» Really? I don’t need to be «handled with kid gloves» I just need to be respected as a customer. If you’re a woman, stay far away from this dealership unless your ready to bend on over!

I have been very happy with all of my experiences with Copeland. From my salesperson, Carlos, to my service manager, Jaime, I am thrilled with the services that I have received. They have been professional, knowledgeable and friendly. This is a far cry from other dealerships I have dealt with in the past. I highly recommend Copeland.

This review is for Carleen and is seriously overdue as I purchased the car 8 mos ago. I suppose it is a tribute how amazing she was to do business with if I remember her when so much time has passed. I had a terrible experience with several other dealers and dealerships before I decided to go with a used matrix from Copeland. Carleen did not pressure me at all and took the time to answer all my questions on several different makes and models. I plan to give her a call the next time I’m in the market and recommend her to everyone I know who is.

Get an estimate before you have your car serviced. Had an emergency brake cable replaced on a 2007 Rav4. Total parts and labor $ 447.42 and with that, they left my power mirror switch disconnected after replacing the console.

i cant say enough about this dealership!!! i bought a new 2015 camry a few days ago. from the minute i called with questions to the delivery of my car was the best experience ever!!! great cars, great prices and most important to me the best group of people ever!!! i always felt anyone can find a great car but finding a great car at a dealership that stands behind it and treats you good is hard to do. the staff was very professional, friendly and helpful. not like any other dealership i have ever visited!!! they truly stand out as «the best» around. no pushy salesmen, no crazy stunts and always deliver on what they promise, without being reminded. i would like to compliment the owner on such a wonderful staff i would love to know your secret! not one bad apple in the group!!! i love the car and the experience was truly amazing i look forward to doing business here in the future and sending many friends and family members here as well!!! thanks again!!! a++++

I was told I couldn’t get the car I wanted in the color I wanted by the jerk of a salesman, Rory. (Yup, I’m calling him out!) He told me I would have to settle for another color since the car I wanted wasn’t available in the US. I WALKED OUT and across the street to the Honda dealership. While I was test driving a Honda, I got a call from Toyota wanting more information since I walked out because of financing. What??? At the end of the day, I got the car I wanted in the color I wanted for what I wanted to pay (it was an hour away in NH), but it was not because of the salesman. This is the third vehicle I’ve purchased there in the last 6 years and I’m hoping I’m treated like the loyal customer I am the next time I’m in the market instead of the dollar signs I was treated like recently.

I am extremely upset at my brief visit to this dealership that I just walked out of before even seeing the car that I had spend days communicating to and setting and appointment for. I told the specialist via email I did not have much time as my son had a baseball game and would like to have the car up front to drive and see in person. I was assured it would be no problem and my time would be utilized for an easy experience. Upon entering I was met by a salesman and was instantly passed off as the lady I was speaking to online was gone for the day which I understand how the process works and was not a problem. For the next 25 mins the salesman would not stop going over prices and payment options again for a car I had not even seen yet. I do not know if by my appearance he thought I could not afford or maybe my initial numbers were too low for his liking. FYI buying 101 I don’t know anyone who got the numbers they were looking for on a new car and maybe he thought I was not going to be flexible but he stayed with his calculator throwing numbers at me repeatedly until I finally asked «am I going to even be able to see the car!?» Oh this is all with me already telling him AGAIN I only had an hour due to my son having a baseball game. He finally went to get the car which was supposed to be up front waiting as we discussed. After ten minutes, apparently this lovely dealership had the wrong key in the wrong slot and he had to start searching for the car and key all over again. Well after another ten minutes of waiting at his desk alone my family and I decided enough was enough and we left. We had a set appointment which I left work early and sat in traffic to make and agreed upon vehicles up front waiting due to my time crunch and in almost a hour I didn’t even get to see the car. I doubt anyone cares but hopefully this helps someone stay far away from this place!!!

Constantly exceeding my expectations. I have been to the bigger dealers (boch, prime, etc) and have received the same price at substantially better service. The people truly seem to care about their customers. It’s just easy to do business with Copeland. Happy customer for both sales and service.

First of all the sale and its transaction of my car was good, no problem. The sales rep was a man named Kim and he was very nice, good and helpful. The amount they gave me for my trade-​in was decent, and the price of the car was good too. So all was fine.
I bought a CERTIFIED Toyota with just 10K in miles, so even though technically it was used, it was for all practical purposes a new car, 10K on a Camry is still new.
7 months later it began making this hard clunking sound after putting it into drive and moving about 30 feet, without ANY doubt this is not normal and it hadnt done it at first. Copeland Toyota is not close to where I live at all so it was tough for me to take a day to go there, but I did.
My appointment time was 8:30 am but I told them the car had to cool down first before we could test drive it with a mechanic. I told them it had to be a 30 minute cool down. By 9:15 I went back to the counter and told them it would be ready, but was told they were still waiting for a tech to be assigned to it. 9:30 still nothing, but the rep showed me a paper that said 9:45 would be the time. 9:45 came and went and I kept being told the computer had to assign somebody. Finally around 10:30 or so, a tech came and we drove it and he heard the noise. He dropped me off to wait in the showroom while he took it into the shop. During this time I had a friendly conversation with the first rep that had taken me in, where I jokingly told him that I would bet him $ 10 they wont be able to figure it out. He very confidently said that was not going to happen, that in all his years there they had NEVER not been able to figure out any car issue. I should have bet him because thats right, they could not figure it out. The tech came back in and said he didnt know what it was but that he lubricated an engine mount (which obviously was not the issue) but that no mount was broken. I could have told him that to begin with. I mentioned to the first rep about that bet I joked about and he replied with «well we dont know what it is, what do you want us to do?». Got in my car to leave and of course it made the clunking noise as I drove across their lot.
Next day I got a voicemail from somebody at Copeland wanting to make sure my service appointment had gone fine. I called him back to let him know, but he was not there so the lady answering took my comments about it. Half an hour later a different person from the Service Dept called me up to talk about it. He was about as disinterested and unconcerned about it as could be. He told me I could bring it back (like I live next door) and they would look at it again for a $ 200 & something troubleshooting charge. This is a Certified Toyota which is supposed to be covered for I believe 70K miles for mechanical issues — the car is 3 years old with 19K for miles. Even if I’m wrong about the 70k, its definately covered with only 19k. I questioned this fee and told him it was a certified car, bought from them. That didnt impress him and he still sounded very bored. I told him I didnt think I should have to pay that fee under this circumstance, to which his response was silence. I said «so that’s it huh?» and finally he perked up a little and said «yes that’s it». The End. So now I have a $ 17,000 car that has to last many more years, with an abnormal clunk.
So, if you want to buy from Copeland Toyota, I would say go for it, just make sure you have your crystal ball with you to see if the car you buy is not going to have any mechanical issues, because if it does, they want to charge you just to diagnose, and they dont care if you dont like it.
I want to add — I submitted this same review on
and quickly got an e-​mail from that site saying that since Copeland Toytota participates with them, that there would be a 10 day grace period before my review actually gets posted, to give the dealer a chance to contact me and resolve the situation. Guess what — no phone call at all from Copeland, proving that they just don’t give a care.

This place fulfills all your worst stereotypes of car salesmen and large dealerships.
Seems like the idea is to drag the whole buying process out for so long that by the time you’re getting to the end (the time when they tell you they don’t actually have the title to the car on-​hand) you are willing to sign anything to not have to go through it all again.

We bought a RAV4, not thrilled with it.
So, I thought about trading it in after only having it for 4 months. Copeland told me «we want you to be happy, and we will take good care of you»
They wanted to give me 5 grand less for the trade.
The service dept also may have messed up my calipers or brakes when I took it in for my 5k mile service. They told me that it is moisture on my rotors. Really? Then why is only one of my tires making the noise? There is no way it is moisture, they messed up something when rotating my tires.
At the same time we got this car we also got a Subaru. So I called Subaru, they offered me almost what I paid for the RAV4.
So, Subaru is actually the one taking care of me, not Copeland Toyota.
Spoke to the owner Jim Egan about sales people not returning calls and other issues. He couldn’t care less. Now I know why the employees don’t care, if the owner doesn’t then why should they? His attitude permeates throughout the staff.

My first experience with Copeland Toyota started off a little shaky. I was having suspension problems and sounds from the steering wheel. Kinda scary, but it turned out to be a «known issue» with my whip. Wonderful. I called Copeland and they took my car right in since I worked down the street. However, they had to order the new intermediate steering shaft and I was told to call the next day to see if it arrived and if I should come in. It was a pretty expensive part and repair (+$ 500) and I wasn’t sure why the responsibility fell on me to chase them and call the next morning to find out of my part came in. Sigh… The part came in, it was repaired QUICK (!!) and I was on my merry way. The best part is that the part is guaranteed for 12 months.
So what do you know? A few months later, a few more sounds from the steering wheel. I called the person I first worked with at Copeland and I was told I could bring the car in the next morning and he would personally drive it to find out the noise. They kept my car for the entire day and inspected nearly every part and I was told it was the clock spring in the car. Not a safety issue, but it wasn’t the intermediate steering shaft. First, I was a little pissed. However, they took the time even after the service center was technically closed to show me each part. They showed me how the intermediate steering shaft will start to make a grinding noise when it starts to fail and he showed me how a clock spring will make a ticking sound when it isn’t working right. The sounds were exactly what I was hearing and it made me feel a little better that they weren’t necessarily related. Nor did they try to sell me on replacing the clock spring at that instant. Even one of the mechanics who has worked on my car mentioned that when he had the car on a road test, he couldn’t believe there were 117,000 miles on it.
I was then told to come back to Copeland if the sound got any worse or if the airbag light on the dash were to come on; don’t make an appointment, just come over immediately.
So it came down to this… they do the work and they do it correctly. When I thought there was another problem, they took the time to look at the car and make sure they did it right and were committed to making sure all problems were fixed. Even my little annoyances (ie. the broken cup holder) isn’t overlooked and they are committed to meeting all my concerns. They make promises and they deliver, and that’s what matters the most. They promise to call you and report any problems they may find while working on your car and they certainly do. The mechanics actively working on your car will come out to talk to you and show you parts/​pieces that are relevant to your car.
On my most recent experience, they replaced the timing belt, water pump, other drive belts, and did a transmission flush. Cha-​ching indeed. Be sure to give them your email as you will often receive service coupons. I paid $ 800 with taxes after over $ 1K worth of repair. When I went back to pick up my car, I was chatting with another customer with a 12-​year old Toyota with 502,000 miles on his car with all original parts thanks in part to great service from Copeland.

This review is for the service department:
The good:
–Clean service area, good customer service in general — easy to check in and out.
The awesome:
–They accepted a coupon that was a month expired (I asked in advance, and they just said to bring it in, which was awesome)
–This is the only place that I’ve ever had to pay LESS than I expected for car service. They knocked off $ 30 for a special service because I didn’t have a cabin air filter to replace. Most places would just charge it and never tell you (or at least, that’s what I’ve come to expect from mechanics).
The bad:
–I booked an appointment about three weeks before I wanted to come in — the guy I spoke with sounded a bit disorganized and didn’t even know their hours. So it was no surprise that when I came in for my app, they didn’t have me down anywhere. They still took me but I’d recommend calling no earlier than two weeks in advance to make sure you’re on their schedule.
–When I came to pick my car up, I found that the lights were left on and the emergency break wasn’t up. Thankfully, my car doesn’t tend to roll backwards (but it is a manual, so generally using the emergency break while parked is somewhat the norm) and the lights do shut off when the car is off, but it’s common courtesy to think of these things before handing off to the customer.
So overall, I was very excited to not have to deal with any hassles and coming out paying less than I expected!

I am a terrible shopper. I have purchased and Leased our last 2 cars from here And I have found the non-​pushy atmosphere and great personal service to be well worth it. Plus great cars! Ask for Bob Rossi he is a very good salesman.

update: January, 2014. In all fairness I need to revise my previous rating. I’ve brought the car there for routine maintenance and they’ve always done a great job. And twice I’ve brought the car there when the tire light came on, and they’ve taken me without an appointment. And these things are very appreciated!
I had a similar problem with a Copeland sales man. The guy’s motto was «tell them anything, just make that sale!» He told us that if we didn’t give him a perfect rating they’d fire him. He did not get a perfect rating in the customer satisfaction report we wrote –we wrote the truth on our report. The guy’s still there a couple years later so I guess he lied about that too. And Toyota never once contacted me to address the concerns written on this report. So my next car is likely going to be a Honda.