Basil Toyota

I purchased a new car from Basil back in December, 2020. When looking over the vehicle prior to purchasing, I noticed that there was a scratch in the driver’s side passenger door. As a result, my sales consultant (Bill Greiner-Petti) sent the car back to detailing to see if the scratch could be removed. Ultimately, the scratch could not be removed, and Bill gave me a WE OWE stating that they would “fix scratch in driver side passenger door.” Bill told me someone from Basil would contact me to schedule the appointment since the car would need to be taken to a collision repair shop to address this scratch. In the meantime, I purchased the car with this documented contingency that the scratch would be fixed. In February, 2021, I contacted Basil Toyota regarding the WE OWE because my sales consultant never reached out to me to schedule the repair appointment. During this visit, however, one of the service reps claimed that the scratch could not be repaired by the collision repair shop or Basil Toyota. I thus left the dealership with neither a repaired scratch nor a thorough understanding regarding why the WE OWE could not be/was not addressed. As a result, after I left, I contacted Dave Hoffman (the Service and Parts Director at Basil) for clarification, and he explained that the scratch could indeed be fixed by Basil and that he was unsure why I was turned away. He ensured me that Basil would address the scratch during my first (i.e., 5k) service. In April, 2021, I took the car back to the dealership for my 5k service and to have the scratch repaired. The service department at Basil said that they would “buff” the scratch out. From the beginning, I had expressed reservations with this approach, especially considering that they were unsuccessful when they tried to do this when I first purchased the car. Nevertheless, they claimed that “buffing” would fix the door without jeopardizing the broader integrity of the finish. Subsequently, after looking over the vehicle following this visit, it is apparent that the scratch has not been properly fixed. Instead, I now have a faint scratch remaining on my door, and the door looks as though it has a dent. After expressing my concerns to Toyota’s customer service, I was told that someone from Basil would contact me to provide clarification. This never happened, despite the fact that I tried calling (and emailing) someone at this dealership. In the short amount of time that I’ve interacted with this dealership, I’ve observed a pattern of unreliable customer service.

Cole made the buying process fast and easy. Had a lease for an Audi- they were able to compile the rest of my payments into my new lease!

What a great dealership to deal with. I am a returning customer who traded a Venza in for a new Highlander. Scot Schoembs and the rest of the Basil Toyota team were fair and applied a straight forward no gimmicks approach. Thanks Basil Toyota!!