Harr Toyota

Yeah I’m updating again. Harr may be a good sales outfit. We have bought three cars from them and have been generally pleased with the experience every time. There is a lot of upsell for services at the end (I don’t think any dealership is different) but the process for the actual car? Solid. Service? That’s a flat out zero. Maybe I have some kind of Stockholm Syndrome but I have been disappointed for 10 years with Harr’s service from piss poor communication, lack of understanding, complete disregard as a solid customer, uncaring and inattentive staff, overcharging and overpricing, and just a blah experience that no free breakfast can compensate for. Amazingly despite all the admissions about problems it has always gotten WORSE. You are number and a path to $$ for Harr. Period. We are finally cutting the cord which you can do as I realize now ANY Toyota dealership can service your car under warranty AND have access to the service records through Toyota. Just watch yourself. By all means buy if you want but run after that.

If I could give zero for customer service in the service department I would. I had appointment for 8am and I dropped my car off in the morning at 645am. Put my keys in the drop box. I call to check and see if my car is ready at 1015am and they don’t even know my car is there. What is the point of making appointment. So instead of my car being ready at 1030am it was ready at 1pm thanks for inconveniencing my day. This is the third time out of three I have had a negative experience.

Yes, I’ve updated & I’m still disgusted. Our abrupt & rather disingenuous Sales Mgr Michael L. urged my husband to ask me to revise this upon resolution. I really think he considered the outcome to be a happy one. But we aren’t happy. We still have to pay the higher amount but now the monies are going toward a remote stater presumably; who knows? A starter he was going to schedule for install & personally follow thru and oversee to make sure everything was handled just right. Ha! My husband brought in the van and settled in for the 45 minute install time. 4 HOURS later he was still waiting. No one updated him & Michael L. was no longer around. I told him to call Michael L. while I emailed the GM, Michael Gross.
You see, a Mr Gross had sent me an email the day before asking if all was well, reminding me that Harr prides itself on keeping customers satisfied. But Mr. Gross never apologized for the GAP error, he simply acted as though everything was ok. Damn. It was insulting with that alone, but add in what was going on in the Service dept, and I was livid. My husband came home after 5 hours w/​a rental car from Enterprise cuz Harr couldn’t fix the van & doesn’t do loaners. My husband had to provide credit card info to Enterprise to take the vehicle. How much more ridiculous could things get? Much apparently. By Noon the following day, we still hadnt heard from anyone! ! No call from the Service Mgr to explain why a 45 minute install was into its 2^nd day! What a joke. What type of service is that?!. We’re already very dissatisfied with our experience to date. so you would have expected them to go above & beyond. Why aggravate the situation further? But nope, no contact! So I sent another email to Mr Gross addressing my ongoing concerns and their ever present faults. .in service, performance and attitude. He still didn’t respond of course. I had been willing to give him a chance, but it was more of the same. They just don’t care. He could have sent a response to me simply stating he was looking into the matter, but I got NOTHING! That’s rude! Finally, after lunchtime, our van was ready. The Service Manager did apologize eventually before my husband left but he offered no explanation as to what went wrong. Furthermore, they installed a Non Toyota remote starter. They never told us they were putting in a non Toyota part and they should have! It’s also less expensive & doesn’t communicate with the van! Yup, they couldn’t even install their own starter, claiming it was a software issue, and offered no explanation as to why our van is such an exceptionally special van that it couldn’t take the install. I mean, why is our van so different from all the others? Needless to say a third email was sent to Mr. Gross.
Let’s remember, we were there at their persuasion. We weren’t happy customers. We were pissed off customers who were being overcharged, forced to pay for canceled services, deliberately ignored by at least one Sales Mgr, and even lied to, And Michael L, who it d5, seems has been harsh with other Unilocal reviewers, as far back as 12 months ago never stopped by to apologize or inquire how things went! Unbelievable! Unforgiving customer service. No follow thru. Where is the integrity of this dealership? It’s been obliterated! And finally, that Michael Gross, the GM? Well imagine my shock and confusion when I received a voicemail from a Marty, identifying himself as yet another GM. And HE goes on to say he hopes we’re satisfied and that problems with the install had been corrected and even the Service Manager apologized. So keep him, Marty, in mind cuz we’re valuable customers. That’s inexcusable. He never said why he’s calling instead of Mr Gross, never addresses the GAP issue of not canceling it and then forcing us to still pay the higher payment. I mean, if he’s taking over for Mr Gross then say so. I’d like some explanation for all 3 emails to Mr Gross being ignored. No response to them period! Why did I even bother? Oh that’s right, cuz they said they work hard to keep customers satisfied (seriously?)…well when is that going to happen? It’s just an ongoing nightmare of questionable business making decisions. An apparent musical chair tactic of deciding who responds to whom and when and how. I’ve not returned this Marty’s vnail. 1. because of my health issues — I can’t get overly agitated/​raise my voice etc hence my multiple emails. This has all been very detrimental to my health. 2) still not clear who he is & why he’s involved suddenly instead of Mr. Gross. 3) I haven’t begun to understand any of their rationale from not canceling the GAP to forcing the higher monthly pymt from us and 4) I quite frankly, cannot fathom how they expect to be able to make this right and promote any satisfaction!

Avoid. By all means. They seem great… but totally personify the negative stereotypes that car dealers have. The post-​lease experience has been terrible — no service coupons, getting billed for things I was told I wasn’t accountable, losing a key — and when I try to reach out, I’m told everything I want to hear… but then get billed again. Such a headache that has truly spoiled the many years of me choosing Toyota.

I wouldn’t recommend this dealership to anyone, when I purchased my car there and agreed on a deal, when I picked up the car it was a mess, full of dog hair, was not clean at all and came with no gas. Problem is that since the test drive I was notified that there cars are «detailed» before the customer picks up the car. Another thing the car had the CEL on so it took a couple more days to have the car ready which is ok but with in days I was dealing with another problem, they handed me the car with the right rear tire with an air leak and they wanted already to charge me for to fix it. I had to argue with them about it and of course I was right there an old piece of metal in the tube. Another thing the employees from service, no class, rude and I confirm what the other reviews say, they are DISHONEST. Last thing, at the moment I have a problem with the CEL and I know what the problem is. I gave them the info for the warranty and my type of warranty and I asked them a simple question, does this warranty cover any charge that has to do with the cylinder or cylinder sensor and I get for an answer I don’t know what you’re warranty covers. Taking it somewhere else I don’t even want to deal with them anymore. Not buying a car there again. Terrible dealership to deal with.

I think it depends on who you get to help you here. I brought my car in for basic maintenance once and I was told my air conditioning was leaking and needed to be fixed immediately. They also told me my tires were bald. Three years and two cross country trips later, my air conditioning is still working and I didn’t have to replace my tires for about another year and a half. The second time I brought it in was for car cleaning, maintenance and to turn the airbag light off. They charged me fifty dollars extra for the cleaning (to be fair, my dog does shed more than a ugly Christmas sweater but they should have told me before they cleaned it) and forgot to turn off the airbag light. But they didn’t find anything extra that time. And they had a nice car service with a friendly driver. The third time I went (don’t ask me why I kept going) they told me it would be $ 800 to fix the airbag (apparently, the airbag light meant something serious was wrong) and $ 400 to fix the leak in my windshield wiper fluid assembly. And my tires needed replacing. Well, I went somewhere else for the airbag and it was at least $ 200 less. I also went to a different garage for an estimate on my windshield fluid replacement. They told me nothing needed to be replaced. They just did a small adjustment that took ten minutes and they charged me thirty dollars. Third time’s the charm… I’m never going back to Harr. They can’t be trusted.

I thought the whole «perfect price we DON’T negotiate» idea sounded nice especially being a single woman who’s for the most part unfamiliar with the car buying process. It felt like every question I asked not only with regards to price but also pertaining to the car itself, was a burden to my sales person. I thought at least now the agony of buying a new car especially from rude salesmen would be over and I could at least enjoy taking the car itself, wrong, the day I went to pick up the car the odometer read 103, 60 miles higher than when I test drove only and signed, 60 miles in 2 days? Guess they figured that’s something a «girl» wouldn’t notice, well guess what James, I don’t appreciate it and I hope it doesn’t happen again and after the sale is complete the warm inviting attitude dissipates makes it obvious repeat customers aren’t what you’re after, just today’s sale, too bad, at least the service department has friendly respectful employees.
The manager tried to make amends for me having to pay my own gas to test drive the vehicle, by giving me free upgraded car washes for the life of owning the car (which was sweet) «the works»
I did finally after a year get the approx. $ 500 I was overcharged for some extra «pain protection», which at the beginning of the sale I STATED I did not want, but it’s now been almost 2 years and I still have not received a refund on the interest I paid on that money I was overcharged.

Wow. So, I guess the problems this dealership is having in providing decent customer service stem from poor upper management. Basically, wrong is wrong. A paragraph of justification doesn’t make it okay. Basically, they screwed up and just can’t be accountable.
«What is said to have happened» is what happened. Yep, this place earned its 2.5 stars.

I am enjoying our recent new car purchase from HARR Motors — Toyota. We are especially grateful to our sales specialist, James Hopkins for his patience, understanding and desire to please his clients. He was professional and very knowledgeable when it came to us and the kind of car we needed to purchase. He made the extra effort, took the extra time to explain all of the options and the way that each functioned. As a result we not only knew how to drive the car but we also knew how to use each and every option the car had. So thanks HARR and James for helping us to make the right choice at this critical point in our transportation solutions.

New Car Wash Now Open! Previous unlimited free car washes policy for past owners has been canceled even though it was their agreement durning sales pitch and final sale. Please see my letter below to GM. In my letter I was wrong by saying 3 car washes a month. It is only 12 washes a year!!!
April 27, 2015
Dear Mr. Gross,
As I waited for Harr Toyota to inform me that the new car wash was open, I happened to drive by today to see that it was indeed open. I went into the lobby with my registration and drivers license and was given my free car wash card. The women stated that I would now only be eligible for 3 car washes per month. I said hold on, when I purchased my vehicle one of the selling points they emphasized was that it came with free unlimited car washes along with free maintenance for two years as long as you owned the vehicle. She said I’m sorry but that’s the new policy. Well, I walked over to Marty and asked him if this was true and he stated that it was. He stated that it was your new policy that went into effect with the opening of the new car wash. Marty actually said to me that this new car wash is so good that you only have to have your vehicle washed 3 times in a month! Are you kidding me!
Mr. Gross, this is the third Toyota in a row that I have purchased from Harr. I have no problem with you changing the policy but it should be for new sales after your policy change. How can you now limit the number of car washes to your past customers knowing that the unlimited free car wash was part of the sales pitch and the agreement and promise from Harr Toyota at the time of the sale. I can’t be the only customer that feels this way and I think that your reputation and that of Harr Toyota is on the line here. All I want is what was promised to me from Harr Toyota when I purchased my vehicle and that is «free unlimited car washes for as long as I own my vehicle».
Thank you for your prompt attention to this matter.

I did not purchase my scion at Harr but I have been taking it there for service for the last 2 years. I had one time that I wanted a part ordered for a warranty item and no one did it nor fallowed up with me. I brought it up at my next appt and it was miraculously gone! Then I just went in for an oil change. I figured while I was there I would do my tires and get a inspection sticker. All in one shot why not? I was quoted 600 for the tires and 30 for the oil change. I was told 3 hours. I waited patiently to be told multiple times just 20 more minutes. After 4+ hours I was given a price of nearly 800. As I sat with my iphone calculator out I tried to get them to explain the new charges. He could not. I just got well there’s taxes and disposal fees. I said not adding up to another 200?! He couldn’t explain. He finally took some money off to get it to an amount I was comfortable with. I have plenty of options for places to take my scion I think Harr needs to remember that!

I have driven and owned Toyotas for the last 15 years and this location was perhaps the best one I’ve ever had to deal with. I had to go to the neighborhood and had some extra time there. I thought wouldn’t it be great to take care of my car service. I requested a service on their website the night before and they honored my request. I told them I can be there by 11 am, unlike other Toyota service stations I had gone to they had no issue with my drop off time. I told them i would like to wait for the service and they said they can have it ready in one hour. The service advisor was very friendly and pleasant to work with. They had no issue with my two dogs tagging along. To my great surprise even though I had a nail in one of my tires they had it done exactly in one hour. Now this is what I call excellent service. Toyota of manhattan should learn a thing or two from Harr Toyota. My only regret Is they are too far from where I live.

I don’t live near worcester but was there for the day and needed to have my car serviced. We called them the same morning and they were able to give us an appointment a few hours later. We got there early and the staff were nice enough to take our car right away. The service took a total of maybe 1 hour. They had a decent size waiting room with a free coffee machine. I made myself a mocha latte and it was pretty good. They were out of the free pastries from panera bread, sadly. All of the employees we dealt with was nice and friendly. It was probably the most pleasant experience I have had at Toyota.

Terrible experience. Email to the General Manager below. Harr claims the PerfectPrice is for the consumer, which is true unless you have a trade. They don’t honor the AutoTrade trade guarantee and will low ball any trade to ensure they still make money.
Michael,
I had a very disappointing visit to your dealership yesterday. I had been emailed with John W about a 2012 Subaru Legacy which you have in stock. I was very interested in the car and expressed the same. John worked with a manager there to ensure the car would be available when I arrived on Wednesday. I also in good faith filled out the AutoTrader trade valuation on your website and it came out at $ 4,265. I told John this and he said «we were close». When I arrived I was greeted by Nick who took me for a test drive while someone looked at my Hyundai Sonata trade. When we returned Nick informed me that the trade was only work $ 3,300. He said because the Legacy is being sold below what Harr paid for it to «move it off the lot» that the dealer had to make money on the trade. It’s not my problem that Harr paid too much for the Subaru — why does the customer have to «pay» for a mistake by someone else? Nick refused to let me talk with John or a manager at the time so I left. I live over an hour away and took the drive because I believed what the representatives of the dealership had said. Big mistake apparently. Seems to me the PerfectPrice only works if the dealership makes money.
I’ve bought a number of cars in my lifetime with a variety of dealerships. Your dealership wants to appear to be «up front» but in reality is just like the rest.
Will

Really bad service and would never do business’s with this place every again. It seemed like the salesman thought he was doing me a favor. He just seemed bothered by anything I asked. The prices never match what the say online and when I asked they seemed offended and just blew me off. I usually just write good reviews on Unilocal but I really think people should know so they don’t trust the price that is online

THEY ARE THIEVES IN DISGUISE, AVOID AT ALL COST!
Thought I should share my recent experience with the service dept of this dealership to warn everyone before you consider going to them. I wish I was warned about them before I purchased a car with them.
I bought my 2010 Corolla in May 2013. Recently I’ve had several issues with it. I’m talking about potentially deadly issues. For example, the other day, I almost crash into another car as the steering locked up while I was turning into a parking lot. That was only one of many instances. Last night, after stopping to get gas, my car went completely «dead». We attempted several jump starts but the lights were off still. It wasn’t until half an hour later when we made it work. My friend, who was there with me at the time, told me that besides my battery, there was something wrong with my alternator.
I took my car to the service dept at Harr this morning thinking they would take care of the issues for me since they are pretty much safety issues. They made me sign a form saying that I will have to pay $ 129.99 for the diagnostic alone. I should have just left right then but I wrongfully trusted that was the only fee I had to pay because I was warranted to have my car taken care of from safety issues. Remember it hasn’t been exactly a year since I purchased my car. My car had less than 45,000 miles on it at the time of my purchase. It took them 2 hours to «diagnose» the car and called me to inform me that they found out what was wrong with my car. They said I needed to replace my battery and alternator (no sh*t). I was told it would cost me approximately $ 1,000 for the replacements. I said I would prefer to take it somewhere else. When I finally picked up my car at the dealership, the bill came out to be $ 216.94. Apparently they had 2 separate diagnostics, one for the battery and one for the alternator. I couldn’t believe what I saw. I just paid a dealership over $ 200 for something my friend has already told me! Plus I could have gotten everything taken care of for less than $ 500 somewhere else. That was a lesson learned for me to NEVER trust this place again.
I advise you to learn from my experience so you won’t have to pay for the price yourself.

Harr Toyota is excellent. I got good customer service when I went to purchase my first vehicle. We went based on previous family service and their good experience. Harr met our expectations, was easy to work with, and easy to finance.

Ask them what their documentation fee is before you say yes to buying anything. We found out after a few hours of back and forth and finally agreeing on a price before they had the «no haggle» pricing. We wasted 5 hours there and walked away from finance guy. The sales manager tried to keep us there but we left when we found the answer to «why is the doc fee $ 1k when everywhere else is a couple hundred?» a laughable «because we don’t make enough on the sale so we need to make money somewhere»

We had our 2013 Toyota Sienna in for repairs after my wife was rear-​ended. Bearing in mind that our purchase experience for said Sienna at Harr was not exactly overwhelmingly positive, we decided to give them our business again with the repairs. For the most part, with the exception being when we picked up our vehicle, the body shop staff was not exactly friendly. When we had our vehicle towed after the accident to Harr (not knowing that the towing company needed payment on the spot for the tow upon delivery of the vehicle) and it was towed to the towing company’s central yard, the gentlemen at the body shop were not exactly empathetic and provided zero guidance or seemed in any way concerned about the whereabouts of our vehicle.
My wife made a few calls during the three week period that Harr had our van. Virtually every time she called, she was placed on hold for upwards of five minutes or more and there were more than a few delays in getting our vehicle finished. When my wife inquired about having the van inspected, the only thing the staff was concerned about was how they were getting paid. When my wife told them that the sales office had a voucher for a free inspection, she was told to go get it from the sales department because «paperwork doesn’t flow from sales to the body shop.»
I’ve worked in a body shop before. Prior to moving to Worcester, I had built a solid relationship with a Toyota dealership in NY to the tune of buying NINE vehicles from them. Given our poor buying experience (one star) and our repair experience (two stars — would be one except the initial quality of the work seems good), it is HIGHLY unlikely that we will go back to Harr for service or to turn in/​buy out my 2011 Tacoma whose lease is coming up.

My husband and I spent a LOT of time online comparing cars and specs. Over the past week or so we went to several different dealers and test drove our various top runners. I was looking at the «second tier», model year end sort of car, since the top level of gadgetry is not essential or even all that useful for me. My husband needs full on gadget integration, however. I looked at a Corolla, Civic, used Accords, a Mazda 3, Focus and a Fiesta. We checked out the various hatchbacks and sedans, since I was trading in an old Accord coupe with a ton of miles on it and I’ve missed having 4 doors on any number of occasions. The husband was nearly set on a Ford Focus, but despite his flirtatious emails with every Ford dealership within a 70 mile radius, he couldn’t find the one he wanted.
To be honest, at the start of the process, I was fighting it since I’d been anticipating buying another Honda in another 3 – 4 years once my Accord truly bit the dust, but when the mechanic told me I needed like $ 3k worth of repairs I figured it might be time for a new car. I didn’t love any of the new Hondas. I’d always figured my next car would be a Civic, but I was a bit disappointed in the current one. Nothing against Honda, they’re amazing cars and I loved mine, I just didn’t love the Civic.
The first dealer quoted me sticker price on a 2011 Corolla. The second told me that he didn’t think I was really looking for a Ford (perceptive man), and that I should consider the used car market, since a recent model year off a lease might be better for me. To be fair to Ford, I did like driving the two much better than seeing them online. I did consider used cars, but didn’t find anything I liked in the area. I also really appreciated the honesty from the salesman.
A Mazda dealer in the area struck a sour note with me. It was like a cartoon car buying experience, just without the mismatched plaids and stripes. I could almost see cartoon $$ signs in his eyes when he looked at me. The car was peppy and fun, though. My Honda dealer managed to kill my love for them after making a couple of comments like «I wouldn’t put my daughter in a Ford.» They did make an earnest effort to get me a fabulous deal on a Civic after they were convinced I was headed for a Corolla, but I simply liked the Corolla better.
Being the last weekend of the month, I got a lot of the «what’ll it take to get you in this car today?» pressure. I know these folks have quotas (which I think is wrong), and I know the deals are often set by the manufacturer and expire at the end of the month, but … honestly, I don’t like being pushed and I don’t like playing the haggling game. I will also say that at many dealerships it definitely seems like women are still treated as absolute morons who will pay any price as long as they’re distracted by some stupid trinket. That irritates me.
I went on to Harr. This was a totally different experience. The man at the front desk, Addison, explained that the salesmen rotate through customers and he called one down to talk to me. We waited a bit and Addison got me a coffee and asked what I was looking for. I explained I’d been to several dealers, had already driven a Corolla, was interested in driving a second one after seeing Harr’s prices, which were much better than the other dealers. Something I said clicked with Addison and he changed my salesman, as the first one hadn’t been able to get over to us yet. I ended up with Derek Houde, who was just awesome to work with. He’s very, very laid back and personable. He explained that Harr does one price, which is displayed prominently on their website, and they don’t haggle, because they don’t understand why you have to haggle over cars when you don’t haggle over practically anything else you buy. He got me keys to the car I thought I was interested in and I mentioned in passing that I really needed to get my husband down to drive one. Derek had me go pick him up, since he was in Worcester that day. Harr gave me a more than fair price on my trade in, which was an excellent car, but it was old and needed a little work. It’d be fine for someone who doesn’t drive 400+ miles a week, honestly.
Harr is currently offering free remote starters (I can’t tell you how much this increased the value of the car for me), and Toyota’s free maintenance for up to 4 years depending on the warranty is just awesome. They will also wash and vacuum your car whenever for free. All of that, plus their published, below sticker price, plus Derek’s personable and low-​key approach put me over the edge and I ended up with a lovely new red Corolla. It was such a positive experience (Jessie in the finance department is fabulous, too), that my husband is right now seriously considering the new Camry. This place is just plain nice and if you’re really looking for a car, then I don’t think you can go wrong here. At least not from what I’ve seen.