Pohanka Toyota of Salisbury

Service department is a joke. They don’t do appointments. Have never gotten out in less than 2 hours, and today was no exception. Went for oil change and a recall that was issued in September. The only reason I chose to go to Pohanka was to remedy the recall. In at 8:30am, out at 11:45 - recall wasn’t done because they “don’t have the right tool” so 3hours plus for a 20 minute oil change… once Toyota care is finished I will never return Update- 3 weeks later and have not received the promised phone call “ when the tool comes in.” Update-made appointment to get recall done, along with an oil change since it's now July and almost a year since I have tried to get this recall completed. Called service department and explained my story to the service advisor who told me "We will tell you if we can do the recall before you go into the building..." Well, goy there at 9:45 am today and the service advisor said "we can do it, the guys that do it are here today" at 12:15 I am m told " we couldn't do the recall, we have to order the part...." Can't make this stuff up... THE WORST!

🚫 Unethical treatment and dishonest handling of my signed offer. I came to this Toyota dealership to sell my vehicle, and I was previously given a written, signed offer of $25,000 by one of their salespeople. I returned with that signed offer and handed it to another rep, who gave it to the manager. Without warning, the manager confiscated and shredded the document — claiming it “belonged to them” and that I should have never received it. When I asked the manager for his name and phone number, he told me he was “Rob Paul” and gave me a number—only for me to later discover his real name is “Ryan DeVage” (Sales Manager) and that the contact info he provided was false. I was stunned — not only was this offer issued to me voluntarily, but I had every legal and ethical right to retain it. When I calmly asked for an explanation, I was met with dismissiveness and borderline hostility. The manager repeatedly insisted it was “their paper” and “their policy,” refusing to acknowledge my rights as a customer. I had to escalate to a higher manager “Kaleb Cline” (General Sales Manager) across the street, who eventually told me to go back and retrieve the document — which, at that point, they claimed had already been destroyed. Only after pressure was I finally handed the paper back. The entire situation was unprofessional, unethical, and deeply concerning. This dealership’s behavior toward me — a serious, respectful customer — shows a total disregard for consumer rights and transparent business practices. Unless management takes accountability and addresses this issue directly, I will be filing complaints with the Maryland Motor Vehicle Administration (MVA) and the Maryland Attorney General’s Consumer Protection Division. Customers deserve honesty, not manipulation, especially from a Toyota-branded dealership.

We are summer residents in the area. Pohanka services our Toyota Sienna. Their welcome is friendly, smooth and efficient. This visit, they assessed the car's needs using their nationwide online records, while we relaxed in the clean and comfortable waiting area. We received a list of recommendations, selected what we wanted done, and rode their free shuttle to a store we wanted to visit. Errand completed, we called for a return shuttle. The waiting are provides comfortable seats, an area to use computers, free coffee, snack machines, and sparkly clean restrooms. It is a pleasure to come to Pohanka to have our vehicle sreviced.