Jon Lancaster Toyota Scion

Buying my car from East Toyota has been the most horrific car purchasing experience I have ever had. I was greeted by Sam Jamarillo who was professional at first which led me to believe that purchasing a car from this location was a good decision. During negotiation, he remained informative and professional. He offered new winter mats, detailing of the car, and fixing a crack in the windshield.

As soon as the ink dried, the finance associate Matt Schnell became grossly abusive and offensive. He made remarks about how I did not need to read the contract. He impatiently flew through the warranty packages stating that the package included the gap insurance. Two days after the purchase, I emailed Matt to refund the warranty because my credit union could offer me a better price. Also, I was well within the 30-day window to cancel the warranty.

The conversation, with Matt, to refund the warranty included abusive emails from him stating they "fund close to 10 million a year" and his "office knows where to send the check." I needed this information because my credit union loan officer requested this timeline. Matt's conduct is unprofessional as he was withholding information regarding refund amount and timeline.

I responded that I appreciate his patience as I am not familiar with the process. Matt responded with another abusive email stating, "I told you multiple times the amount of the refund was the full purchase price of the warranty plus tax. I do not do computations for it. The office does. Then they send it to your bank. I apologize for not replying quickly enough, I had a bit of time off. That said, with all due respect we are 14 emails in on a process that takes one. At no point did you mention anything about cancelling the maintenance, and you specifically said you did not want to cancel gap." This is a blatant lie. I specifically stated to Matt , prior to this email, that I wanted to cancel the entire package, including the gap insurance.

On 7/19/23, I contacted the regional manager, John Wineke, and shared that I do not feel comfortable having further conversations with Matt. John stated he would have the paperwork ready for me to cancel the warranty package when they fix my windshield on 7/26/23. The cancellation request paperwork was completed that day. I had service done that same day. When I picked up my car, there were no winter mats or detailing of my car. Only the windshield was replaced.

On 8/18/23, I received a document in the mail stating I have been enrolled and charged for the warranty package at $595.00. I contacted Chris Laughnan, Service Manager, whose name was on the document. Chris had no knowledge of the document and said he would look into the issue for me.

I have opened a complaint case with Toyota Corporate to help resolve this issue and hope they can intervene to find a solution. My interaction with East Madison Toyota has been abusive and a spiral into continued chaos. Based on my interactions and a string of grossly unprofessional emails, I no longer trust any interaction from East Madison Toyota and will now only go through Toyota Corporate.

Appointment address sent via email was wrong. Left me without my car at night. I asked my what options were and was told "we'll I don't have a car for you".

Service center could not give me an ETA on an oil change and tire rotation. Then called 1 minute before close to tell me my car was ready. I called back twice with no response. Call center said they'd have the key left at sales but they didn't know that this was a separate building. I drive back to wait 15 minutes to hear that I have to figure out how to get home without my car and there's nothing they can do to help me

Too bad you can't leave negative stars. These people are totally unresponsive. All I wanted to do was return a leased vehicle. When I mentioned this.....no return emails or calls. I certainly won't purchase a car from this dealership. Buy from somewhere else.

I purchased my Highlander new from East Madison Toyota and have taken it here for service since purchase. It broke down and had it towed to the dealership for them to get it back up and running. Apparently that is an inconvenience for them. They are booked out 2 weeks and I don't have an appointment, so they don't know when they can look at my vehicle. Apparently I have to arrange a time for my vehicle to break down. The few interactions over the last two days have left a very bad impression and I will not be back for anything in the future.

Came in, waited 10 minutes before someone even acknowledged our presence. Was hoping to see and most likely put an order in for a Sienna Limited, fully loaded. Didn't need financing or anything. Finally someone walked by, didn't walk up, and asked if I needed help. I said I wanted to buy a Sienna Limited and they said "we don't have any" and they kept walking. Nice.

2hours for an oil change and tire rotation?!? And that's WITH and appointment. Won't be back.

Went in for a test drive, wanting to, but not planning to purchase the vehicle. Gary went through the options available and took me for an extended test drive, while he talked about the various features and such and we also just had a good conversation...not often you get to work with someone who actually listens.

Gary never rushed me or used any kind of tactic to corner me into a decision. He genuinely wanted to make sure I was getting in the right vehicle and that I was comfortable with the financial arrangement, as did the man I worked with on all the final paperwork, sorry, forgot your name...

They also were able to give me a quick trade in value that ended up being more than twice what I expected, and then easily pivoted when I decided to increase my down-payment and not trade in my old vehicle. I was also very happy with the interest rate and payment plan options.

While I hope I don't have to buy another vehicle soon, I would happily return to East Madison Toyota! Thanks again Gary!!

I would never buy a car here, take a look at their new car inventory. Every single vehicle has a $1990 markup for a paint/uphosltry treatment. Most of the vehicles are "on their way and not in stock" so they don't actually have the treatment they are just screwing everyone over because Toyotas are in short supply.

DONT GO HERE!!!

I picked up my brand new vehicle and it looked amazing. One day while washing it I noticed some bubbles in the paint. I found the defect within the first couple of weeks. I took it to Toyota East Madison thinking they would take care of it. They gave me the run around, had a regional tech look at it and the technician said it was due to a car wash, or tree sap. I took it to two different paint places and they told me that there was no way the defect was due to the two suggest reason by the dealer. The service department was barely responsive to any questions I had. I currently have a question out to them and they haven't responded in over 3 weeks. The service department has no concern for other peoples time and does anything but try to make their customers happy. So glad I got the extended warranty (NOT!), which by my experience so far means they will try and get out of doing any work. I also contacted national and my sales person, no one is trying to offer me a solution, just trying their hardest to not take any responsibility.

I lease a 2021 Toyota Tundra and damaged the sidewall of one of my tires. This is not the dealership I leased my truck from, but it is 5 minutes away from where the damage happened. I contacted the dealer I leased from and scheduled an appointment later in the week to have it looked at.

The tire was damaged enough that the cords were showing through the sidewall and I didn't feel comfortable driving on it for an extended period of time. This dealership is an official Toyota dealership, and very close to where I was, so I stopped by to have them put on my full-size spare. I was turned away because I didn't have an appointment. While I understand that there are other customers, it would have taken any of their techs 5 minutes to remove the damaged tire and replace it with the spare. They were willing to let me leave the dealership with a dangerously damaged tire, rather than sparing 5 minutes of their time to help a customer in need. I would not recommend this dealership to anyone. I however have had nothing but great experiences at Smart Toyota on the west side.