I was in the market for a Toyota and found one online in the price range I wanted. I made an appt for that evening and in the mean time got preapproved for a loan. When I arrived I was met by Tommy, who has worked there for decades or close to it. He took us for a test drive and we said we'll take it. TWO hours later the deal was signed, sealed and delivered. No one's time was wasted and we were driving away in our new car. Now this was not a high end vehicle as many Toyotas are. This was a small vehicle but it did not seem to matter. They were as happy to sell it to us as they would have been to sell us a new Tundra. Tommy made it all smooth as it could ever possibly be. Now to service. We drive past 2 other Toyota dealers and 30 minutes plus a toll to get to Gloucester Toyota for our maintenance and repairs. Doug Updike goes out of his way to keep us as customers. We needed a costly repair on a Toyota we didn't even buy there and he worked with us. Thankfully we got certified Toyota repair instead of where ever else we would have ended up. Many times we request appointments for service and there is not that time available, but Doug tries his best to find a time that works for us. His communication is great. Everyone's experiences are different, and I'm sure that dealing with Tommy and Doug have had a positive effect on our experiences there. Someone else could just as easily get me to name them on a review for their rudeness or ineptness. But for the past 4 years our experiences have been worth the drive to Gloucester. read more

I'm sharing this to raise awareness and also to see if anyone has any information. My Toyota Tundra had both catalytic converters cut off while it was parked at Gloucester Toyota's service lot some time in the past few weeks. For context... my truck had been serviced there, and because the repair bill was significant, they parked it on service lot after the work was completed until I could pay the balance. I was told that was completely fine that I didn't come immediately and there was no urgency to pick it up. When I returned to get it, I started the truck and it was immediately obvious something was seriously wrong. I went back inside, and without anybody even looking under my truck I was told that both catalytic converters had been cut off. I was honestly shocked, not just by what happened, but by the response. I was given a repair estimate of about $5,800 and told to contact my insurance. There was no apology, no accountability, and no real sense of concern that this occurred while my vehicle was in their care. I've since filed a report with the Sheriff's Office and opened an insurance claim (which unfortunately still leaves me with a $500 deductible). My truck was parked within view of their cameras and I was told that footage would be reviewed. I hope that's the case, but realistically, that's a lot of footage, and I don't know how thoroughly it will be handled. I've done business with them for over 10 years, purchased vehicles, rented vehicles, used their service department, and even recommended them to others, I always had a good experience. That's what makes this even more disappointing. (Someone said its under different ownership?) At minimum, I would have expected accountability and basic customer care given the circumstances. But some things are just not sitting right with me. If anyone in the area has seen or heard anything about recent catalytic converter thefts especially near that location, I would truly appreciate any information. *** update I called corporate to file a complaint After they had someone from the dealer call me. She was so uppity and fake on the phone just saying the same crap over again about not being responsible and no video evidence was found or exists to show. I was telling the story of what happened and I quote said: " they didn't even look under the vehicle how the fuck are they supposed to know that the catalytic converters were sawed off without looking" she cut me off and got loud and was like I'm not going to have someone speaking vulgarities at me so you going to have to stop right there. I said I wasn't cussing at you I was describing the event and yes it is very upsetting. I went on to tell her that I run a business and if something were to happen I would ensure that I would provide proper customer service and resolve any issue to their satisfaction and file my own insurance claim if somebody's items were damaged or stolen I also said that a business with good customer service would have been attentive to the situation treating the customer with the utmost respect to resolve the issue and could have offered to fix the damage or at the very least pay my insurance deductible and break me off something for the inconvenience. I explained that part of my job I write policies, I do investigations, root cause analysis and corrective actions and I most certainly suggest that they review their internal policies and improve they're systemic issues with corrective actions... oh boy she did not like that and that's when she said that she was done and hung up abruptly. read more

wow. astounding. We had been bringing my daughter's high mileage jeep (not a toyota) home from Florida. It decided to overheat about a half mile down the road from GLOUCESTER TOYOTA. I was in front of her in another vehicle. We pulled off at the first place we could, which was the parking lot of GLOUCESTER TOYOTA so I could check it out, figuring we would be having a bad day and the car wouldn't make it home. But within about 45 seconds, the sale rep, Taylor, came out and was very friendly and helpful, took a look under the hood, called over his General Manager, and then the head of their repair shop, Doug, who quickly drove it around to the shop, identified the problem (radiator hose blow out), got a new hose and fluid, did the repair, and got us on the road again all within 40 minutes, with no appointment and at the end of the workday. And they didn't charge us for anything except the part. No labor charge at all. This was wonderful. Amazing experience. Made my day. Made my daughter's day. We made it home safely and well, thanks to these super men and the culture of this organization.. Thank you gents for reinforcing that there is good in the world! read more

What a SH** show!!! Do yourself a favor & do NOT do business with these people. They lie & "Bless your heart" all the way to Sunday! I put a down payment for a vehicle & was told in writing that I could pick it up in a week. I was then text that it would not be in then but to check on Friday for new pick up date. Really? Some of us need & expect honesty b/c people (old & young) are depending on us! When I called I got another lie and then 2 more. They did not know when it would be at the dealership b/c there was a "QC issue" which turned into 2 other reasons when I asked for specifics. They "only got information on Fridays" so it might be "this month" (2 weeks away) but maybe not. I then immediately asked for my $1000 deposit to be refunded. They can take your $ immediately but a refund requires a "talk with the manager." True to form, no one can do ANYTHING in a dealership w/o talking to "THE MANAGER." I said yo put me through directly, but was told quickly that it would be done. OK, when? Apparently no one in the dealership knows how to return $ but the Office Manager who wasn't in that day so it was left it on her desk to process. I had to ask for a confirmation email and then had to call when it said that my $ would be returned "next week." There was NO issue. They just made the sale w/o ANY regard for the product actually reaching the client. I really didn't want to judge this dealership badly but they lived up to every stereotype! GO ANYWHERE ELSE!!! REPLY TO RESPONSE from the Owner who is is New Jersey & isn't even in VA!! 1. "This was nothing we or Toyota anticipated when we took your deposit or gave you the estimated arrival time from Toyota." - Yeah, that is BS. I do my research. I called other dealerships & even if things changed; I was NEVER told the truth and I had to call to get ANY real answers! 2. "Your request for the refund was made on a Saturday when only our sales team are in the office.  Financial transactions are handled by our office staff working Monday - Friday." - NOPE, it was made on a Friday but apparently the ONLY person who can refund $ doesn't work that day. Yeah, great customer service! 3. "Customer Service is very important to us.  Again, I'm very sorry but this was simply out of our control." - Look it up b/c you have NO idea what it means. I'm sorry that you have no control or more likely, don't care to, over the manner customers are treated at your dealership. Unfortunately I have first hand knowledge of why your dealership BARELY gets 1 star. read more

Let me start with the positive: I got a great deal, and I do love my new to me car. Now for the negative: I knew more about the car than the sales-person did, even though we showed up with an appointment to see this particular vehicle. They lied and ripped me off on my trade-in! Told me my car was in rough shape, and under valued it by several thousand dollars. Had to argue with them for several hours to get a fair price for it. That vehicle that was in such rough shape, and would need " a significant amount of reconditioning" was listed on their lot the following week with out so much a a decent washing.... for $4000 more than, which is at the high end for that vehicle in good condition. Furthermore, they were rude once they realized that we were not going to take the low-ball offer they first threw at us. Pulled out of the dealership, and realized the gas-tank was on empty. After they told my husband they were taking it to prep it and fill it up. I've never left a dealership with a car with the gas light on before. Car was Dirty There was dirt under the back hatch and went to wash it and found that there wasn't a cent of wax on the car. I spent a significant amount of time doing the cleaning and waxing of a car, that really should have been done by the dealership Even with the good deal I got, I would advise steering clear of this place, it has just left me with a bad impression. read more

Go ahead and head up to this dealer, even though it may be a little out of the way. You will get to walk around looking at cars for 45 minutes until you realize that no one here is interested enough in your business to come out and say hello, offer assistance, or much less let you open a car to see inside. read more

if I could give less than one star I DEFINITELY WOULD! I wanted to wait until this morning to write a detailed review after my horrible experience yesterday with Gloucester Toyota. I was in communication with Theresa for 2 days regarding a 2012 Honda Crosstour. We scheduled an appointment for Monday, January 20th for me to come get the vehicle and possible trade my 2011 Honda Crosstour. I was already approved by my credit union Navy Federal so financing was not an issue, I was coming to get the car! I texted Theresa first thing Monday morning, in fact at 8:30 before the dealer even opened, I texted her when I was leaving out for my 2 hr and 30 minute drive, I texted her from the road updating her that traffic was busy. I did everything communicating with her that I was on the way. After literally pulling into the dealership I get a text message from her saying someone came in and was with a sales person to purchase the car I was coming to get. ARE YOU KIDDING ME? This must be a joke. so I go in and Blake greets me, NOT Theresa. he explains Theresa would have paired me with a sales person as she was the manager. ARE YOU KIDDING ME AGAIN! so a manager is conducting business like this??????????? okay I try with everything in my power to maintain my composure and ask Blake does he know where in the process the customer was in making a decision so that I could start my journey home, he asked where I was from, when I said Washington DC he looked like he saw a ghost. I could see in his eyes he IMMEDIATELY knew this was a bad situation. he starts to immediately apologize. he goes over to the sales person making the other deal, I could softly hear him trying to explain the situation and then say "so should I tell her to just go home" the other sales rep burst out laughing loud. okay now I'm FURIOUS, are you really laughing that I drove 2.5 hours and are selling a car I came to purchase. Blake comes back and asks if I want to test drive the vehicle to see if I even really wanted it...WHAAAAAAAAT!!!!!!! I said Blake, I do not want to test drive a car if someone else is buying it know I won't be getting it. NOW I am even MORE FURIOUS!!!!!!!!!! I could tell Blake was trying to soften the situation and just didn't know what the world to do. I go to the restroom and come back and Blake says "yea they pulled the trigger" I said what does that mean? he said they purchased it. I thank him for his time and head to my car faster than my feet could travel.to make matters worse, Theresa NEVER NEVER came out to greet me, never came or texted to say thank you for coming out, never called to say I apologize. NOTHING....SHE DID NOTHING!!!!!!!!!!!!I am going to try to attach all of the communication below. but I would NEVER EVER recommend anyone go here to accept such POOR BUSINESS PRACTICE! read more

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My grandson Hunter bought a used 2018 truck from Gloucester Toyota . He found out it had been wrecked, the air bag didn't function and they had put a new inspection on the truck. There were other things wrong , but they wouldn't fix these items. I was going to put my attorney on them and my son in law jumped all over them and things were repaired by another dealership .Don't buy a car or truck used from them. read more

My husband and I bought our very first car together from Gloucester Toyota. I highly recommend this dealership. We purchased our 2008 Mazda 6 in the fall of 2009. Justin was our salesman and he was just the kindest person. He was able to listen to all of the concerns we had purchasing a new vehicle for our first time, and he was able to answer the thousands of questions we had. Once we were done with Justin, we spoke to Jason who helped go over the financing part of buying our new car. Jason was very helpful answering our questions, and was able to give us a great deal on the additional add on services that we just couldn't refuse. These guys are great at what they do, and I never once felt like I was being deceived by them. On our scheduled oil change appointments a few months later I noticed that Justin was now part of the service team. Justin even remembered who we were! That's a big plus in my book. It's been a few years since I've been here and the car is long gone due to a severe accident, but I will always be thankful to Justin, and Jason(who I hope are both still a part of the team), and the entire staff at Gloucester Toyota. read more

Have bought 2 other cars from this dealer and have been okay. Just okay! They made some easy money in other words. Most recently I stopped in to look at the 4 Runner Venture. It was getting late around 6:30 so I made an appointment for 0900 the next day to come drive the car with my wife. Arrived there this morning and guess what? The 4 runner was GONE!!! No call, no nothing but a waste of my time! Very unprofessional and shady. They ONLY WANT YOUR MONEY. No ethics or morals. You have been warned!! read more

Recently purchased a used vehicle and up to the sale the customer service was excellent. However, once the sale was complete it was like a different company. They neglected to give us a required part and denied losing it. In order to replace they made us purchase the part. Then, they never mailed us our permanent license plates. When we called the receptionist stated they were sitting on her desk but no one told her what to do with them. (Shocking she didn't think to ask or open them and call us). We had to pick them up,bc no time left mail bc our temp tags were expiring. Overall this dealership only seems to care about the sale and not the relationship for the long term. read more

In February 2015 we bought a used 2013 Prius V. We did our research and got a good deal on the sticker price. I knew more about the Pruis V than the sales guys they gave me, as a recently marked down used car they were trying to move quickly and I guess they didn't waste any good sales resources on me (I called ahead and expected to meet with the person I spoke with). That's not the worst thing because I did my research. As a military family member I used the USAA car finder resource to find the car I inquired about which offered $100 off coupon in agreement through the partnership with USAA. The senior sales guy assisting us with our first sales guy in completing the sales complained that USAA required the coupon we presented. Here is my primary complaint, while completing the paperwork to title and register our car I told them I wanted the car registered and title in Florida, my husband's legal state of residency as an active duty officer in the Air Force. They said they didn't know how to do that and they were confused at the request. I didn't push it because it was late, we were trying to complete the paperwork and take the car home because our 3 month old was loosing her patience. Well I figured it out after we PCSed to our next state/assignment and this matter of laziness, incompetency and/or case of being difficult cost us a lot of money in property taxes and re-titling/re-registering in less than a year of ownership! They didn't even register our car for Virginia in time for the temporary tag expiration. When I called about it they said the discrepancy probably happened because my sales guy no longer worked there. The main issue though is that in a huge military area the Virginia dealership "could" not execute an out of state title and registration for a legal resident of Florida. Military folks take note and save yourself some money. read more

So I have an update from the last post! The General Manager reached out to me the day after I had posted my previous comment. He sounded concerned about the problem and said he would handle the issue. We agreed upon them paying half ($225.00) of the additional repairs. Now after 2 weeks.....NO CHECK! And to top it off no explanation why the truck was shaking after the first repair! In that he's given me time to really think about the situation. I don't believe I should've ever had to come out of pocket for the repairs. Also because the Service Manager talked down to me, I believe there should be some sort of apology from him and an explanation what the problem was (which if he did in the first place, it wouldn't have gone to this level). read more

Visited the dealership today with a friend to see a 2018 RAV4 advertised on the Internet for a strangely low price. When we saw the vehicle I discovered poorly repaired damage to the lift gate and rear bumper obviously from an accident. I asked to see the carfax report an no accident was listed. I also discovered the car was a rental, purchased at auction. When I brought this to the attention of the salesman & said the car was seriously overpriced in that condition, he said they had many other vehicles we could look at. I said that sounds like a "bait & switch" I made a reasonable offer & asked to speak directly to the sales manager. He arrived, told me it cost them to inspect & prep the car (2 new air filters) & they were already "losing money" at the listed price. He said if our budget was an issue, they had lots of other cars available. I asked if you're losing money, why won't you sell it at my price or is it worth more to you as bait. He didn't answer. We left. DO NOT TRUST THIS DEALERSHIP! read more

We bought a 2014 Toyota Camry here at the end of 2013. It's a bit out of the way, but they really can't be touched on price. The financing process was very easy, and their service folks are very friendly. There's a rewards program that gets you points for local stuff. We drive about 35 minutes up there for service because they have appointments on Saturday and also service hours on certain Sundays. The sales guys are very good at what they do - don't let your guard down! :) read more

I recently bought 2 cars from this dealership and I have never been treated so bad by a business . The manager was rude for which he later apologized, apparently they had an employee crisis in the back and the computers kept messing up .so he was all stressed out ( you leave that out on your costumers?} Than the radio in one of the cars wasn't working and the service manager said he couldn't do anything about it. We finally came to an agreement for them to fix it. As the temporary license plates were about to expire ,my granddaughter called to see if they came in .The receptionist told her they were in and she asked how come nobody called her she said Im just the receptionist ,I don't know what they do in the back, When my granddaughter went down to get the license pates, the service manager refused to put them on for her. I think the all need an attitude adjustment, I very much regret buying from them. read more