Toyota of Manhattan Service & Parts

I’ve been using this business for about four years now. I always come away with the sense of having been taken for a ride. The customer service reps are only interested in maximizing the amount of work done, and not at all in fixing problems and trying to keep the charges within reason. The hourly labor cost is $ 115 per hour, but the real problem is the number of hours charged to do relatively minor work. I won’t be returning. They are very bad value and dedicated only to extracting money from clients rather than providing good service for the cars.

This place is a mess! It took me an hour just to drop my car off in the morning. Really, an hour. They have now had my car since yesterday morning and getting in touch with them to find out the status of the car is a nightmare. No one answers the phone and, when someone does, they send you into the voicemail black hole. At this point, my plan is simply to get my car back and have it fixed someplace else because they seem to have no idea what they are doing. My service adviser just called to tell me the technician is ‘looking at it’. He told me the same thing yesterday afternoon and it seems they are still looking… Stay away!

Really bad experience getting my car valued for sale there. Bad treatment to customer, specially to women. Do not recommend.

Atrocious customer «service». Could not possibly be more inattentive to the customer. Treated as an annoyance from start to finish. What started out as a simple 99 $ oil change where care was promised in 2 hours turned out to be a complete sham and scam with my vehicle staying in their shop for 3 days. Service manager changed daily, no communication despite multiple phone calls to service only to be greeted with a annoyed attitude by service receptionist (Cynthia?) who continues to take my name and number and asking for my name and phone number each time. As of this writing, on a Saturday 1 hour before closing, this will be my 4^th call in past 2 hours only to be promised that the service manager (Tracey)will return my call in a few minutes. No call. no update. nothing. I have wasted an entire day. Inconsiderate, zero understanding of customer service.
I fail to understand how a major US brand dealership can be so incompetent. DO NOT take your car here for service! I am in the market for trading in my current Toyota for a new one and I can assure you I would not ever purchase a new vehicle from these incompetent, inconsiderate, incompetent fools. Shame on you Toyota for allowing your good name to be associated with this dealership.
This is a classic New York City rip-​off dealership and service center. They continue to push other services and repairs when all I wanted was a maintenance oil change/​service.

I have never brought my car for service and not had at least one issue. Not always serious, but always something — like, I make an appointment to have the map CD replaced, bring it in, and am told they have to special order the CD and I will have to bring it back. Or they just forget to fix something that I’ve arranged for them to fix. Very frustrating. I am so annoyed by it that I’m pretty sure I will not buy another Toyota.

My own experience was very different from the other reviewer’s.
Granted, I’m a planner, so a delay wasn’t a deal-​braker for me — I was fine with an extra day or two as long as they were thorough — which they were, and then some. Pope Francis visiting wasn’t neccessarily an asset in logistics, so I was far more sceptical of the timeframe.
I was very happy with Gateway Toyota of Toms River — in all honesty, those guys were amazing with turnover. But there is a HUGE difference between Toms River and Manhattan. And one needs to be realistic and objective — there is no way to fairly compare the two.
I am a VERY realistic person. So when I booked my appointment with Toyota of Manhattan, I had a concept of both space limitations and volume of vehicles serviced. My concept changed significantly once I arrived and had to stand in a line on 11^th Avenue to just get through the door. When I saw a few people try to jump the line, I understood why.
«Appointment» here doesn’t necessarily mean what it means in other places. From what I’ve seen, my conclusion was they use appointments to gauge how many people will be coming in THAT DAY and that TIME OF DAY. I am assuming those who had appointments got their cars worked on first; those who have none get theirs worked on after all those with appointments do. Fair.
Space is TIGHT. I may be mistaken, but something tells me it’s just a recieving space; the cars actually get worked on elsewhere. If they DO work on them right there, they’re magical and likely have wings to work on cars stacked 5-​high. I’m goal-​oriented, so the logistics don’t matter to me — they can work on my car in Alaska for all I care, so long as they do so in a reasonable timeframe.
I take good care of my Prius and he’s a very good boy (a Prius is a boy, all other sedans are girls); that said, because he gets little action recently, I came in way before a scheduled maintenance. It was my choice, so I didn’t mind the additional charges. I feel I was well-​informed on what they would be, and I was also informed on how to avoid them — I chose not to, and was well aware of them even before I came in, but I very much appreciated being informed I could pay less, should I choose to (I wanted my oil changed before needed, and a full one-​over a good 3K miles in advance).
As luck would have it, my contact was also Warren. I had no issues — he kept me well informed and communication was effortless. In fact, he seemed to know what I wanted even before I said anything.
Prices were quite a bit higher than in Toms River, but DUH. My 1-​bedroom in Manhattan costs thrice my 3-​bedroom 2-​storie with yard and basement in Toms River, too. Heck, a pint of Half & Half costs more than a gallon in NJ. Hot dog buns are thrice the price. Whyever would one expect vehicle maintenance to be the same price? That said, they were about 50% higher, not 300% higher, like my Half & Half. Add on the ridiculous tolls I’d pay going to Joizee, and voila!
I am very happy with the service I’ve recieved. I feel Warren and the gang went that extra mile to make sure I was comfortable with the issues I was concerned with — in fact, they did everything I was going to ask them to do even before I asked them.
The timeframe — sure, ideally would be shorter. But if one is realistic, one would give it a couple extra days. I gave it a week (I wanted a LOT done/​checked, including a full electronics on empty/​filled tank) and was pleasantly surprised. Took 2 days. That’s ¼ the time (¹⁄₃ if you’re stingy).
I am completely comfortable with having them servicing my baby going forward. Convenience is what brought me here. Service is what will secure me as a regular.
Just be realistic and you’ll be happy, too.
Thanks, Team!

Nothing worse than dishonesty. Our car’s maintenance required light went on last week, so we brought the car in for service on Friday, and was told it would be ready at the end of the day. Early afternoon we received a call from Warren indicating that the brake pads needed to be replaced, and the water pump was leaking, so the job would take longer than expected. When I explained we needed the car the following day, I was promised it would be ready by 2PM on Saturday. Not having heard from Toyota, my wife called at 2 PM and was told the car was ready. I’m on my way out the door to pick up the car when we get a call from Tracy saying the car won’t be ready that day because they got backed up — people were waiting in the waiting area for their cars, so they were made a priority. Needless to say, if anyone had told me that if I waited there my car would be worked on first, I would have done so. After asking to speak to a supervisor, Tracy gets back on the phone and says he would see what he could do to get the car done by 4 PM that day. He calls back 30 minutes later, and says it can’t be done. I ask for a loaner car, he says they can’t do that. I explain that I am in the market for a new car, but if this the kind of service they provide, I can’t possibly consider buying from Toyota of Manhattan. Tracy says «Let me work on it, I will call you right back.» 15 minutes later, Tracy calls back saying Warren tried to call me from his cell earlier in the day, but he was in a bad cell area so I may not have gotten the message [Yeah, sure]. I am now finally told when they were working on the car, they broke a bolt, so it can’t be fixed until Monday, but I can pick up a car from the Enterprise Car Rental the following day from 3−9PM. Clearly, they were hiding the fact that they broke the bolt when doing the work. To Tracy’s credit, when I explained that having a car after 3 PM on Sunday essentially ruined the day, he authorized me to rent a car from the Avis down the block from me, and said they would credit my bill by whatever it cost to rent the car — and this is the reason for 2 stars instead of 1. When my wife called on Monday to see if the car would be ready as promised, she was given more attitude, and was questioned about the Avis bill when she picked up the car. Bad situation exacerbated by poor customer service. Don’t give customers the run around — be honest!