Phil Long Toyota of Trinidad

Review of Phil Long and Fidelity Auto Warranty (extended warranty provider)we have purchased several used vehicles. Recent two Cadillac SRX and Nissan Rogue. The 2014 Cadillac has had more mechanical issues than the Nissan, Transmission replacement and suspension problems. The Cadillac suspension issue has been going on for months. My took in twice with requests to determine was causing the alert messages referencing "suspension". The first time they fixed a tie rod end. They second time in May they provided a video saying they checked ball joints, struts, shocks finding no issues. The car still jerked to the right side on right turns. A third time of pointing this issue the service manager drove the car and said the ruts in the highway were the cause. Two months later the car was taken to auto body repair facility for hail repair. They provided as part of their quote a recall history for this model. One was the vehicle pulling to the right. I asked if they had time if they could look for what could be causing the car to pull to the right. When with the hail repair they looked and said the car was unsafe to drive and had it towed to Phil Long on Main St. After several days they told me the front ball joint was shot and it needed new bushing and strut Also said that the back two tires bushings need replacement. My wife thought the warranty had passed the mileage limit. It should noted on both vehicles Phil Long not us called Fidelity Warranty for approval (Phil Long sold us these extended warranty). I told them if not covered then do the frontend repairs, 2300+ but not the rear bushing because they wanted 1100+ and Google estimate for this work was between 150.00 and 250.00. I also asked that the used parts be provided to us and pictures of rear support system because the mechanic told me if the recall work was done a shroud was part of the pair and that new so it would be obvious. After 20 days to get the front done we received no pictures no parts and a bill for 2300+ and a promise they would email pictures. All of this work done was done after less than 1000 miles on the vehicle and we were told by Phil Long there were no suspension problems. Being frustrated I wrote a letter explaining all this to the Head Manager over both Phil Long facilities. When they got this they checked and the warranty had not gone over miles or time. The head Service Manager who had said there were no suspension problems would call their warranty provider Hearing nothing for a week I went back and was told the warranty company denied the claim because it was not pre-approved, but then said they would look at it again. Several days later it was denied again. They suggested I call Fidelity myself. I did, explaining we were frustrated with their denile and were they aware we had multiple agreements with them thru Phil Long and Fidelity and little or no claims except for the Cadillac. I was told sorry that was their decision. I told Fidelity that would never sign another agreement including Fidelity, he laughed and that was the way it was. Who should have called the warranty for pre-approval, us technically because we signed the agreement. Who normally calls the pre-approval every other time is the firm doing the work who understands what is needed done and sold us the policy. 100% sure I will never enter into another agreement with Fidelity. Phil Long overall has been good, the Service Department on Main St has no concept of what "Service" is or means. They won't answer phones, they out right lie, refuse, to provide parts and pictures. I think the actual mechanic did a good diagnostic and work because the problem is cured. The Sales dept and the front line girls at the Cedar St facility Are outstanding.

Dishonest and shady sales practices! Lied during sales process and will say anything to get a sale. I purchased from here and it was the worst car buying experience I have ever had. I would not buy from them again and would not recommend them to my worst enemy. FIVE MONTHS after sale, they came back and asked for an additional $4k above the already $20k agreed to with sales and finance manager there and paid at the time of sale. BUYER BEWARE.

The Phil Long Toyota in Trinidad service department is excellent. The service representatives, Devian D and Elissa D) are outstanding. They communicate often. The service technicians did an outstanding job. I also had my car detailed. It runs and looks like a new car.