STEER CLEAR OF KENOSHA TOYOTA! Don't fall for the hype surrounding all those five-star reviews. Our…read moreexperience was anything but five stars.
My wife and I visited Kenosha Toyota in early August, ready to purchase a brand-new 2026 RAV4 Plug-in Hybrid XSE. We knew exactly what we wanted, were willing to pay MSRP, and understood that finding our preferred configuration could take time.
In other words, we were serious buyers. All the dealership had to do was keep us informed.
Instead, we got nearly two months of radio silence.
Our salesperson, Miguel, assured us he would locate the vehicle and keep us updated. That apparently meant waiting for us to contact him, making more promises, and then disappearing again.
Let that sink in. A dealership had customers ready to spend tens of thousands of dollars, and its salesperson couldn't even manage an occasional text.
But here's what makes this experience even more infuriating.
When Miguel finally responded, he explained that white RAV4s were particularly difficult to obtain because Toyota supposedly produces more black ones.
Interestingly enough, after we started looking elsewhere, we discovered that nearby Toyota dealerships actually had white RAV4s available.
So much for that explanation.
While those vehicles may not have had every option we wanted, their availability certainly raises questions about just how much effort was being made on our behalf. After nearly two months without meaningful updates, it's difficult not to conclude that our request was simply neglected.
We weren't asking for special treatment, discounts, or miracles. We were asking for someone to do their job, communicate with us, and follow through on their promises.
After finally expressing our frustration, Miguel offered an elaborate apology and promised yet another update. By that point, we'd had enough and informed him that we had decided to contact other Toyota dealerships.
Nearly two months of waiting, repeated failures to follow through, questionable explanations about vehicle availability, and a lost sale. All wrapped up with another apology.
The most astonishing part is that this sale was theirs to lose, and they managed to lose it through sheer lack of follow-through.
We were willing to wait. We were willing to pay MSRP. We knew exactly what we wanted. Yet somehow, keeping us informed was apparently too much to ask.
If this is the level of attention customers receive when they're trying to purchase a new vehicle, I can only imagine what happens when they need assistance after the sale.
We've decided to take our business elsewhere, and I would strongly encourage prospective customers to look beyond the glowing five-star reviews and consider other Toyota dealerships before wasting weeks or months waiting for promises that go nowhere.
They didn't lose our business because Toyota couldn't build the vehicle. They lost it because they failed to communicate, failed to follow through, and gave us little reason to believe anyone was seriously working on our request.
That's not a vehicle shortage. That's a failure of customer service.
