I contacted the service manager, Amanda Roy, about what happened. She acknowledged that things went wrong and the situation was mishandled, apologized and then said that they would make me a new appointment, not charge me anything and top off my gas. I came back today for the appointment #1. The actual tech did look over the car ( as far as I know - you don't actually see him to do it) and also came out to talk to me about my concerns saying the burning odor and now a high pitched squeal I hear is normal for a hybrid (it's not the whirring sound but something else to do with the battery). They replaced my wipers which were smearing the windshield. (That was probably the only good thing that came out of this visit.) Then I drove away, only to realize that they did NOT top off my gas! I came back and the "Advisor" didn't immediately apologize (he did finally say "sorry" later). Then a very young woman (who looked to only to be about 18 or younger) was the one to bring my car to a gas pump which took a ridiculously long time - at least 45 minutes. When she returned the car STANK of gas. I heard her say "the pump was broken". I didn't want to believe that it really was my brand new car that was stinking of gas and not another car so I just looked at her and she assured me that everything was fine. I then asked the "Advisor" what I would need to do to get the promised free car washes. His answer was "That's not my department. You'd have to ask the person you bought it from in the dealership." I said, "I don't want to run around and find the guy I bought the car from at the dealership. You work here, right? Can you make a phone call?" The young woman then spoke to the person I bought the car from and came back to tell me that I can just go through - they would know by my plate that my car wash would be free. Right after this, I went through the car wash twice. When I came home and got out of my car, it still STANK and it was clearly MY CAR. So obviously the young woman had either NEVER pumped gas before or something happened with the pump. She should have just told me directly exactly what happened and that gas got all over the outside of the car. I am PISSED. read more

I've been going to Balice for at least 15 years and I give them three stars because the mechanics are excellent. BUT watch the Service Advisors, in my many years of patronizing the business, I've experienced aggressive up-selling that sometimes rose to the level of outright lying, more than once. Because Iam mechanically savvy I'm a hard sell but they still try. But as I sit there waiting on my car watching the old ladies bringing in their shiny Toyotas and listening to the service advisors suggest repairs, I feel for them because who knows if they are being told the truth. I don't let my wife bring her car there anymore, I do it. After a Service Advisor tried to aggressively push an expensive repair on her when she was there for an oil change. She said no she needed to talk to her husband. We took the car to an independent mechanic with loads of Toyota experience and he found nothing. This was years ago and the car has had zero problems to this day. Not all service advisors are aggressive but I believe the culture there is to get was much out of you as possible. Take your car there but be skeptical. read more

They try to scam you and tell you you need expensive repairs . Get a 2nd opinion and have work done somewhere else. Do jot trust them at all read more

Last I was there they didn't have shuttle service while tour vehicle was being serviced read more

Balise Toyota - Not anything from the dealership; Yelp is a censorship org and I'll be reporting - Auto Repair Near Me - West Springfield, Massachusetts

they lied to me on the phone about the brake fluid flush price. They told me it was 110+ tax then when I bring my car they told me there's a $10 shop fee bullshit extra price that they never mentioned on the phone when I asked the service department three times what the final price was. Stay away from BALISE, their goddamn liars, crooks and dishonest. Go anywhere else to get your service done.!!!!!!! read more

My wife and I bought a car last week from Balise and our salesperson was OUTSTANDING! Ryan Morrow was so efficient and professional. He understood our needs and helped us so much. He was kind and thoughtful and after the purchase came to the car and showed us how to use the Subaru app and didn't rush us and answered so many questions. Taught us a ton too! He's a great guy and so was Chris Jutras who worked with us on financing. First class operation from our experience. read more

Took my car in for an oil change and get my tires rotated. Im not sure if I got an oil change, because i didn't get my tires rotated. My front driver side tire had a replaced rim with a shiny new air stem on it. its still same place my tires wasn't rotated. I called the service manager and he offered to show me video that it was done. but for me to bring it back and they will rotate it for me. its not about getting tires rotated. its about doing what you tell customers you will do. how can you trust Balise to do what you are paying for. they know newer cars don't need oil change every 5k miles but it calls for required maintenance. they will probably charge you for oil change and not change oil. looks to be very shady practice. Balise toyota service department needs to do better...if you don't want to rotate tires then don't tell customers you are rotating tires. read more

Hard to say, I feel like they have great prices for SOME services. But the most overpriced one for sure is their oil changes. I was told that maintaining the fluid of the car is most important and the cheapest way to keep your car for a long period of time. Here is a general service outline of mileages for a NON hybrid engine: -60,000 for transmission fluids EVEN if it's a sealed transmission. Only exception is if you haven't gotten your transmission fluid changed at all and you're pushing 100,000 miles, by then you shouldn't change it because it's too late and can do more damage vs good (slipping transmission etc) -5,000 miles for engine oil. Regardless if it's the first oil change or not. If they say it's good for 10,000 miles, I'd walk away because that's not true. -If your car uses PINK Toyota coolant, the first change should 100,000 or 5 years whichever comes first, after that every 50,000 miles or 5 years. -Red Coolant 30,000 miles or 3 years. This information was from carcarenut channel on youtube, he is a master certified toyota technician and offers great advice and insight when it comes to Toyota dealerships! Lastly, check with your owners manuel for specifications for your particular vehicle! read more

I had a similar experience as Kevin O., Holyoke, MA, on Dec 12, 2023. I don't know, but I think that the Service Advisors are on commission; they shouldn't be. Being on a commission, they only want to "pad the bill/ their back pocket." Twice, once in 2012 at 30K miles and in 2016 (approximately) at 60K miles. One of them told me that I needed new rotors. I complained to the Toyota corporate office. Based on Kevin O.'s complaint, the loser (He) is still employed there. read more

I've made appointment for an oil change at 9:00am, right when they're open. When I brought my car in there was already a room full of people. They're definitely overbooked. They almost couldn't find my appointment and asked for a confirmation. I was never received a confirmation email but I know it was booked according from the website. Not the first time that had happened. Last time I thought it was my fault. Maybe I didn't go through with online booking properly so I rescheduled. The very same day I received a text later saying that "sorry you have missed your appointment" excuse me? I was furious. Anyway I was there for about an hour and the guy called me, I thought I was done, but he said that my break pads are getting worn out and I would needed new break pads soon. I've worked night shift and I'm not about to spend $400 and an extra hour of waiting because they told me that I "needed" new break pads. I'll check with a trusted place and will update the review read more

Beware... we took our car for a simple oil change and we got a call telling us we needed a list of things done to our car to the tune of $900. Plus the the gentleman said we needed rotors and we wouldn't make it until our next oil change. We politely declined on having the items they suggested done. My husband took it to our good friend who knows a lot about cars and he told us we DO NOT need new rotors and other other list of items that they recommended we're not necessary either. We are in line for a new car. We considered going there but now we will not even bring our car back for any services. We were told that many car dealerships are telling customers they need these services because business is slow due to not selling many cars. Very sad. So anyone out there thinking of going to Balise, think twice. I wouldn't have even given them one star, but in order to post this I needed to. read more

Spent so much time going through the process there, they wouldn't negotiate price at all, and I struggled to contact them with issues later. They lied to me about details of the ToyotaCare program I got. They also had zero knowledge of the car, but that didn't bother me because I had done research They also lost the weather-tech mays that were in there for the test drive, but they made up for it by sending me brand new oem weather mats. read more

It makes me sad to write this review as I have purchased two SUVs from Balise in West Springfield and loved this dealership. The service has always been first rate; however, I will never purchase another vehicle from them given my experience with the auto body shop. When I had my last SUV, I was hit by another car in a parking lot and took it to Balise collision center in Springfield. The damage was to my rear bumper and side door, and the total cost to fix under insurance was a little under $3,000. Totally reasonable. When I picked the car up, the bumper was clearly not on correctly so asked one of the techs about it. He drove it back in, and I watched as he attempted to pound it into place with his fist. Yeah, that wasn't going to work so ended up living with the bumper the way it was. Fast forward a few years, and I have a newer (2019) Highlander that I managed to scrap up a bit in my travels (pictures attached). There was no body damage, just cosmetic paint issues. I went to a couple of local auto body shops that came highly recommended and got quotes of $1500 and $1700 respectively. They both said they would take a little off as I was paying out of pocket. I decided to take it to Balise Auto Body in West Springfield for an estimate. When I told one of the auto body shop owners he laughed and said, "Good luck with that." All the employees at the Balise Body Shop were very professional and friendly. A young woman comes out and takes A LOT of pictures of my vehicle and goes in the back to write up the estimate. I'm waiting, and waiting, and waiting. The receptionist ultimately said she would go check, and the young woman came back out and said she needed more pictures. I questioned why it was taking so long and why she needed more pictures as it was just cosmetic. Her reply was, "I need to be thorough. The estimate is already at $4,000." I laughed, shook my head, and said that was not going to happen.She explained that I had a three process paint job, blah, blah, blah, which I was also told by the other auto body shops so was aware that the paint job was more extensive and expensive. I'm certain no insurance company would have paid anywhere near that for the issues to be fixed so wonder if the paying out of pocket had anything to do with the price quoted. Anyway, I went with the $1500 job, and it came out amazing (pictures attached). They even detailed my hideously trashed car (I'm a foster mother with a three-year-old and two-year-old), and it looks fabulous. I just cannot fathom the widely divergent prices and won't even repeat what the owner of the body shop who did the job said about Balise when I told him the story. It makes me sad that I can no longer trust Balise on anly level and will purchase my next Toyota from another dealership. read more

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The purchase of my current vehicle has been an ABSOLUTE NIGHTMARE. Here's the short version - salesperson who sold me the car had me wait 3 weeks for it to arrive, only to be THE WRONG CAR - sales team not knowledgeable about the vehicle whatsoever (asked 3 people if it came with a remote start and the answer I kept getting was "it should" update - it did not - customer service ghosted me after promising me help. When I asked to complain about said service, they referred me to the same person I was complaining about - when I came into the dealership to try to straighten everything out, I literally sat there crying for over an hour while the man "tried to call the RMV" - back with same customer service person who has not done anything for 2 weeks because they misunderstood my emails - I have been driving this car illegally for 2 MONTHS because of this dealership - I have asked for the next person in the chain of command TWICE and have been blocked each time I love Toyota. I'm a disabled veteran who was saved by my Corolla in a car crash. Please buy Toyota cars. JUST DO NOT BUY THEM HERE! PLEASE! UPDATE: I was promised by the Customer service rep I was getting a free month of payment. I was contacted by Toyota saying I was in debt to them because apparently my auto payment from my last lease did not carry over. When I log in online, I am taken to my old lease. Special shout out to Giovanna B for not reading the whole post. I am literally complaining about the customer service rep. And she tells me to talk to said rep. I wasn't gonna call her out by name G but this is just proving my point that nobody at this company gives two you-know-what's .... read more

I scheduled a water leak from somewhere near my windshield after having it already replaced by safelite. I leave my truck to get a phone call saying it's leaking from these points with pictures from a 2007 Nokia phone that I could barely see and the service cubicle woman goes we dont do glass so you have to go back to safelite after I spent 173.00 for balise to look at it. safelite replaced my windshield 4 times! the fourth time I went to another location and he told me that the leaks were coming from the body welds near the top of my windshield inside the trim along the windshield. I go into Balise and the same woman was in and I told her of this. she gave me some attitude and said we don't fix that either. they stole 173.00 from me and misdiagnosed my vehicle. I will never bring a vehicle back to this dealership read more

I purchased my car on 8/7. Second.car I bought from.this car dealership. Positives: LEO AND MANNY GREAT SERVICE! Leo was my salesman and Manny handled the finance portion. Very professional , very responsive when communicating through email..Attitudes were wonderful! Overall great customer experience. Areas of opportunity: Minor, however day I went to pick my car up the person registering my car messed up on the title and I had to.wait over an hour at the dealership for them to resolve. I needed a cosigner who happened to be located in Georgia. This delayed me getting the car. I suggested an electronic process..this was not available so they had to fedex the documents. Today I had to sign one document for dealership to pay off my car, 4 days later. It would of been more efficient to do at the time I picked up the car..Manny did try to accomodate me with a free tank of gas. I appreciated that gesture. The receptionist needs a lesson on first impressions and being friendly to.customers. I said hi twice. Even though she was wearing. Mask you could still sense her dry tone..You could sense she was probably ready to go home, very robotic and not engaging at all. Just not inviting at all. I gave feedback to Leo in front of her. As I was conveying the feedback she interjected and said " I did say hi" with an attitude. You could tell if I had responded it would of escalated so I made the choice to ignore it I LOVE MY CAR !! read more

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They took my car keys and my drivers license as soon as I got there, supposedly so they could evaluate my trade. They offered me 1/3 what my trade was worth. The salesman pulled up a inaccurate price on Kelley Blue Book(when I got home and looked up the trade in value of my vehicle by vin number, it was three times the price he showed me). When I said alright thank you I'm gonna keep shopping, he said what will it take to make you buy this car now? I said give me 10,500 for my trade. The salesman says hang on I'll go check with the manager and see what I can do he comes back in 1/2 hour and says I can give you $6000. I say, sorry I can't accept that. Alright let me see if I can get you more. He comes back in another 1/2 hour ( I think honestly I would have got up and left if they didn't have my car keys and my drivers license) and says I can get you $7000. I was like no I can't accept that, he says alright how about $8000. I was so tired I'm sitting there all day I said give me $8500 and I'll do it. Then I go to the financial advisor, and he sells me of the VSA, tire and rim warranty, and an extended Service plan, all without telling me he was selling me anything. He made it sound like it was stuff that came with the car. It was $7000 worth of warranties and service plans, and he never once mentioned the cost. I ended up going back and canceling the VSA, the wheel and tire protection, and the extended service plan the extended Service plan. I just couldn't see myself spending that much money, if something did go wrong. The financial advisor told me it would be about a month before I get a refund.. So far it's been 21 days and still no refund. Toyota financial says they will not refund any interest paid on this $7000 that I'm owed. Did I mention I have perfect credit and they set me up with an 8.5% interest rate. WTF!! This dealership is just out to make as much money as possible as they can off of you. Don't come to this dealership expecting honesty. Come expecting sales people doing everything they can to steal your hard earned money. read more

Terrible place to buy a car. My partner and I came in pre-approved and ready to go. We worked with Sam and the costumer service experience was awful. We were kind and patient, but when we had a basic question as first time buyers he got agitated and seemed overall annoyed to have to deal with us. They do not work with you at all, we asked about the price flexibility (there is apparently none AT ALL), and there was not even an attempt to smile or work with us. Went to Toyota westboro and they were polite, kind, worked with us, and took us seriously. DO NOT GO HERE TO BUY A CAR. read more

I've been going to Balice for at least 15 years and I give them three stars because the mechanics are excellent. BUT watch the Service Advisors, in my many years of patronizing the business, I've experienced aggressive up-selling that sometimes rose to the level of outright lying, more than once. Because Iam mechanically savvy I'm a hard sell but they still try. But as I sit there waiting on my car watching the old ladies bringing in their shiny Toyotas and listening to the service advisors suggest repairs, I feel for them because who knows if they are being told the truth. I don't let my wife bring her car there anymore, I do it. After a Service Advisor tried to aggressively push an expensive repair on her when she was there for an oil change. She said no she needed to talk to her husband. We took the car to an independent mechanic with loads of Toyota experience and he found nothing. This was years ago and the car has had zero problems to this day. To be clear not all Balice Toyota Service Advisors are that way, it seems to be the newer ones at the time of the issues, but it is still going on as badly today if you get one of them. read more

$75 for an oil change on a 4 cylinder Corolla, WOW, I'll go somewhere else or do it myself from here on in..Sales reps always provide great service despite the outrageous price hikes and built in tire rotation fees, whether you want it or not, come on Balise! read more

Drove 40 minutes to this dealership to look at vehicles listed on their website as being on their lot. Got there and the receptionist asked if we were looking for new or used cars. We said new and she said we don't have any, we only have 4 new cars parked up front. Waste of time. Don't list vehicles you don't have and maybe get someone more friendly at the front desk that doesn't turn customers away. read more

Had repair done to replace power steering rack and front and rear differentials and ever since it been done I have a clunking sound when backing up and turning wheel. Balise Toyota won't even look at problem. Had service on June 21 for routine maintenance and to look at noise issue. When vehicle was done, I was still waiting 40 minutes later. Worst customer service and Emily Grant is by far the worst. Avoid her if all possible. read more

I have a vintage Toyota. Over the past 42 years, there were only four repairs I could not do myself. I 've just inquired about having a leaky steering component resealed. When I called the service department, the woman said that I would have to pay a $140 "diagnostic fee" in addition to the repair cost. I told her that I already knew what was wrong. She said it didn't matter. I then asked if I would be refunded the cost of the "diagnosis" if it agreed with what I predicted. She said "I don't think so" Really? Are you kidding? I have to pay $140 to find out what I already know? You've GOT to be joking! read more

placed a down payment on a New Tocoma 3 months later all I get is promises that have been pushed back 3 x. They took my down payment promised it be in before Christmas and it gets pushed back time and time again do not trust this company. read more

My car was scheduled for 8 am for a re-calibration. I arrived at 8 and was the second one here. An hour later I was told that my insurance won't pay for the service. I spoke with my agent and then got it covered. They still hadn't started the work. It has now been 2 hours and I have been told it will be another hour. During the week I had called with the information to get prior approval and was told, no need, just bring it with you. I won't be back here again that's for sure. When my car was finally delivered to me the air was set at 62 and the fan was on its highest setting. Very poor business. read more

Balise Toyota Where I bought my car in West Springfield, is the only place I will go for my business , the service department is so friendly, and they treat you just like family. They're all just great bunch of people. read more

My spouse & I have leased from here & gotten all auto services from here nearly 10 years. Very solid & responsive staff. Never wait long for maintenance tasks to be done. Richard Botha always looks out for us, & the process is straightforward without any game-playing. Well go back when this lease is up. read more

We have a Toyota Prius that had its catalytic converter stolen. We called Balise Toyota to see if they could replace it and they said sure. After having the car towed there, they then called us a couple days later to tell us that they would not have the part for months. Also, we found out later that the insurance would not even cover the repair at Balise because they only use parts directly from Toyota instead of parts from the secondary market. We are upset at Toyota Balise because they should have told us up front that they did not have the part to fix it for months and there would be an insurance issue. Balise Toyota then suggested to our insurance company that we should take the car to Spartan Auto, which could do it much quicker and the insurance would cover it. But then Balise had the audacity to charge us $159 for just looking at the car. This is the second time I have learned that the Balise auto group cannot be trusted. A sign of a good company is that even in bad times, they take of their customers. That is not Balise. Stay away! read more

Yesterday my wife & I went to test drive & hopefully buy a 2019-20 Toyota RAV4 hybrid. We meet a salesman who upon learning we were from out of state informed us we were wasting his time and refused assist us. We ended up leaving and went to another dealership. The salesman was very unprofessional. When we entered he was sitting in a chair doing nothing along the wall, guess sitting down chilling is more important than making a sale. read more

I think Balise customer service is excellent ,they got me into a car that fits my needs,so I just wanted to say Thankyou for your great customer service read more

RIP OFF . Bought used truck ,went back cause I had problem with it and they gave the run around and was nightmare dealing with them after I signed and bought the truck , worse customer service I ever experienced. read more

Thanks for the reply , but everything is Negotiable , so please save me the yady ya ya , I'm A Salesman ,R E Broker a long time. Even if Michael knows he can't budge , when the customer ask to speak with a manager , and even if he doesn't budge, you don't sit there because you don't want to get up avd say , why should I get my manger to come over when he will tell you the same thing . Told him have a nice day, bad business. I would never by from your company with a arrogant sales person on the floor . Not like your seeing tons of customers right now either. Low inventory or Not. Not sure what he told you , but I wasn't asking for allot off. It was 10,994 whatever and first said 10-k , where were going to say 10,500 but he didn't want to get up of his was. So for $494 so my step son walked , bad business . I'm in the market for a new Toyota myself , but won't be coming there . O, well , gotta run . Have a Winning Day. read more

How does a oil change and tire rotation take one hour and ten minutes with an appointment?

I would like to send a special THANK YOU to Donnell Hart from the Balise Toyota in West Springfield for all the work he did to help us purchase the right vehicle. Loving our 4 Runner!!! Donnell is very sincere, kind, knowledgeable and does not force you to buy something. He will let you take your time ( I took 2 yrs - he has patience of a saint). He is always available to help. He also a Military man - Thank you for your service!. Please if anyone is looking for a new vehicle, please ask for Donnell at Balise - you won't be sorry! 413.364.6168 read more

I so rarely give one star review, and take giving them seriously, but this place deserves it, and I'm not apologizing for it. Came in here to get a quote to sell my car. The Sales Manager was called up, no one else was available, and greeted us with "what's going on?" No smile, no hand shake, never got his name. I said I wanted to sell my car and he said "let me go look at it." He looked it over then went to crunch numbers. After five minutes he came back and gave us an offer, lower than three other quotes I already had. I asked if it was negotiable, he said "nope." Overall very cold and didn't really seem to care about our business at all. He said to come back after we thought about it and decided. Fast forward a few days. We went back, due to really weird circumstances our other offers were not available to us and I needed to get rid of my car. We were asked to wait while he was paged, we were greeted by another manager who said he would be five minutes. Meanwhile, the behavior of some of the other staff while we waited was rather appalling. One of the salespeople received a phone call and was paged by the front desk employee, he told the girl at the front desk to tell the person on the phone (a customer), he wasn't in. They then proceeded to giggle about how the front desk employee was "supposed to lie." The entire time a group of three young women at the front desk are carrying on about non-work related gossip, laughing loudly, and on two separate occasions seen rolling their eyes at customers as they walked away from them. After waiting in the lobby for 40 minutes for the manager, I went back to the young lady working at the desk and said "I've been waiting for 40 minutes and was told it would be 5-10, is the wait going to be much longer?" She gave me a blank stare and then recalled her manager. No apology, no nothing. A random salesperson, who had been around the entire time we were waiting was then asked to help us and got us through the process. He was nice and friendly, but at that point I was already too annoyed. The building is clean and displays are nice. That's really the only redeeming quality about this place. I was desperate and had to sell my car. Horrible prices, horrible service. I'd avoid this place. They don't respect or appreciate their customers, and it is apparent in several employees. read more

I bought a new 2019 Tacoma with help from Joe Perpetua, and the process was as painless, smooth and easy as could be. I didn't think buying a new vehicle could be that easy. Joe did a fantastic job with the sale on a busy Friday afternoon. He's extremely friendly and easy to deal with, and a real asset to both Balise and Toyota in general. I know it probably sounds like he's a family member or something, but I really was that impressed. The sales price was very fair, the finance process was easy, and the truck was freshly washed and ready to roll right on time. I'd definitely buy here again if I needed another new vehicle. read more

Just found out when we went to trade in my wife's car we purchased from Balise that the vehicle had been in an accident and the airbag had been deployed. This is my second bad experience purchasing a vehicle from this dealer. Never again. read more

Just another dealership which is all for profit and not concerned with customers' concern. Went there 6/2020 for tire alignment and had to wait for 3-4 hrs ( I was almost the last one there still sitting while everyone is gone) only to be told that it couldn't be done as the cams and rods are all frozen but they still charged me for it. Talked to the complaints dept lady personnel who merely listened but didn't refund me. Totally useless. So I had to go somewhere to take care of the real issue . Why did they make me wait that long anyway if it wasn't ev;en done in the first place? So mos later when I was car shopping I already had reservations for this business . And it was confirmed when I called to inquire about rates and the salesman I talked to was so snooty and sarcastic that he said to me " you do the math..." that I didn't show up at the appt. Mind your manners pls Mr Leo ( the salesman's name ) so you won't lose more customers. read more

We bought a Highlander here last year and I've been coming in for regular servicing. Have to say that it is a pleasant experience-every time. I was greeted immediately by a friendly employee. The waiting room is spacious and comfortable. There are complimentary drinks. The restrooms are clean. There is a play area if you have kiddos. And-I was in and out in less than 20 minutes!! So glad we bought our car here. read more

Bad Service, stay away made my vehicle worse than when I brought it in, Toyota has never fixed the issue, it's a lemon, buy another brand , they will toy with you hence the name. I haven't read good reviews on the sales end of it, and after spending much time in their dealership watching the sales staff they're very lazy and unprofessional. read more