Dayton Toyota

"My Prius Battery"

Dear Mr David Nappa,

I am writing to commend your employee, Randall Guise.  I called Dayton Toyota about two weeks ago and Randall answered the phone.  How lucky I am that he did.  I was having a major issue with a Toyota dealer here in Westchester County.  They were supposed to be replacing the battery on my Prius for an agreed-upon price, then called back an hour later only to tell me it was going to be double what they first quoted me.

I quickly called Dayton Toyota, where my family has been loyal customers for years.  I spoke to Randall about my problem and he quoted me an honest, fair price for the same service and gave me advice about how to handle the problem at my local dealer.  He followed up to make sure everything had gone ok.  Randall also helped me to make an appointment for the very next day when I decided to travel more than an hour to have the battery replacement done at Dayton Toyota.

Randall was kind, courteous, and understanding on the phone.  I am so grateful he helped me fix a big problem and saved me money at the same time!

I also want to commend Tom Kozak, who kindly greeted us when we dropped off the Prius on October 30th and helped us get served quickly and accurately.

This experience has reminded my family and me why we continue to be loyal customers at Dayton Toyota.  Thanks again to you and your staff.

Sincerely,

Andrea White (and the Sattinger family)

"What's that smell?"

Dear Sir,

I apologize for not writing this letter sooner.  One evening I drove my car into the garage and in the morning there was a horrible odor.  I couldn't find the reason for this happening so I brought it in (for service).

Assistant Service Manger, Michael Dooley, was extremely polite, concerned, courteous and helpful to me.  He gave me a loaner and he had the whole car taken apart.  It seems something stained the carpet.  After a few weeks I was told that it would cost me over $1,000 for new carpeting.

I had just been diagnosed with pre-cancer and asked him to just put the old carpeting back.  When I called to see when I could pick the car up becuase I had been scheduled for surgery and I wanted to return the loaner as soon as possible, not knowing what was ahead of me.  At that time, he told me he had spoken to you and that you were going to take the carpeting, have it shampooed, but that he wouldn't be there as he was going on vacation.

When I picked up the car, I was told there were no charges for all the work that had been done, as you were aware of my difficulties.  I can't put into words how grateful I am for your kindness.

I am still recovering from the surgery but the good news is they feel the got it all.  I think you so much for everything.  May God bless you and all your staff.

Very truly yours,

Dolores P. Yanak

"Excellent Service"

This customer sent his testimonial letter to Akio Toyoda, the President of Toyota Motor Corporation in Japan.

Dear Mr Toyoda,

It would be a sin of omission to not take the time to write to you about some excellent experiences I have had with Mr. Michael Dooley, an exceptional SERVICE ADVISOR at the above mentioned Toyota Dealership.

MR. Dooley is a Service Advisor with the aforementioned Toyota Dealer.  I make special effort to be served only by him when having a service problem.  He is POLITE, KNOWLEDGEABLE, HONEST, MECHANICALLY ORIENTED and a total pleasure to work with.

In the past I have had experiences with a number of automobile manufacturers' service departments, to my dissatisfaction.  Since 2005, I have bought at least three brand new Toyotas at DAYTON TOYOTA, including one for my daughter.  I rely on the Dayton Toyota Service Department's Service Advisor to both interpret my problem and to coordinate with the mechanics to correct my problems the FIRST TIME.  My intentions are to continue to buy from Dayton Toyota in the future, in great part due to Mr. Dooley's GREAT attitude and service he provides me.

It is my hope that Dayton Toyota, as well as the Toyota Corporate Office recognizes Mr. Dooley's competence and that he is somehow recognized for his outstanding work.

Congratulations to all of Toyota management for having an individual like Mike Dooley as part of the Toyota Team.

Sincerely,

Marvin Rosenberg

"A break from the norm"

Dear Mr Nappa,

I have owned my 1999 Toyota Camry since June 2000 and have been bringing it to your service department for approximately eight years.  For many for these years, I have been thinking of writing to you as the owner of the dealership but I just never got around to it.

I would like to recommend you on the excellent staff you have in your employees.  Everyone I ever speak with is always friendly, courteous and efficient but I must single out one employee, TOM KOZAK.  I have been dealing with Tom since my inception of using your service department ans he is very knowledgeable and helpful to me when I call or come in with any car issues.  I rely on and value his opinion when it comes to problems regarding my automobile.  It is becuase of Tom that I will buy another Toyota and will definitely purchase it through you dealership when the time comes.  Of course, Tom has no idea I am writing this letter.  In this day and age, when so many people complain about everything, I though it would be nice for Tom to have this letter in his personnel file.

Very truly yours,
Constance A. Thomas

"Best I Ever Had"

Dear Mr. Nappa,
My wife and I purchased a Toyota Corolla on Saturday at your dealership and
received wonderful service from our salesman, Justin, and from the
managers, Paul & Scott. This was by far the best car buying experience I've
ever had, largely due to the professional manner in which we were treated.

Thank you,
Randy & Evelyn Ward

"Since 1987..."

Hello,

This is to write and commend your front line employee, Roy Fernandes, who services my Toyota '07 Camry today.

He listened to me concerns and follow-up call was made to me and he really made me proud to have a vehicle from Toyota family.

I have owned the Toyota since 1987 and today is the first time I have visited your service department at Dayton location since it was nearby.  I didn't even notice a lengthy delay or anything.  I got a courtesy ride from him due to my busy schedule.

I am really impressed with the services your employee provided.  And, he deserves the "Thank you!" from the bottom of my heart.

Regards,

Tushar P.

Old Bridge, NJ
4/15/2010

"Polite, Professional and Friendly"

Dear Mr. Nappa,

Just a note to let you know how pleased we are with our recent purchase at Dayton Toyota.  We brought our Avalon in for service and left with a 2010 4 Runner.  Our salesman, Jeffrey Marcus, was terrific.  He was very polite, professional and friendly.  A real pleasure doing business with you.

Sincerely,

Gene & Margie Kardusky

P.S.  We are Toyota owners since 1980 and have purchased numerous cars from Dayton Toyota.

"Incredibly Reliable"

Thanks for the birthday wishes, at this time my wife and I don't need anything but the service you provide, and for that thank you. I would like to say at this time how much my wife and I have enjoyed all the Toyota cars we've owned for the past 15 or 16 yrs. and the service that has been provided by Dayton Toyota and others.

We find it a little frustrating to hear all the negative news about Toyota, because all we can say about the wonderful cars we've owned is, there safe and incredibly reliable.

I could go on and on about  these cars and the miles of uninterrupted and dependable service they provide to me and my family, one of many examples is my daughter who usually drives 200,000 or 300,000 mi before she trades them in trouble free.

We appreciate Toyota and Dayton, for the car, the service,  and comfortable atmosphere you provide.

Good luck to all, and again thanks for the B-day wishes.                      
                                                                        
The best to all,
                                                                                                                                                                                                       
Rich Palazza

"My Tundra"

Gentlemen:

I just picked up my Tundra Crewmax from your Service Department this morning and also received your letter and gift card.  I just wanted to take a moment to say Thank You to you and your staff for taking care of my truck and of me so well.

I actually brought my truck in for a "non-recall" issue and was very pleased to find out that the recall could be taken care of as well.  I had assumed I had to wait until I was notified for that to take place.  In fact, I didn't even ask about the recall when I brought the truck in, Mike found me in the Parts Department to let me know it could be taken care of while it was there.  And, even though I didn't really feel concerned about the recall, it is nice to have it resolved and out of the way.
 
It has always been a pleasure dealing with your staff when I've been there even though it hasn't been very often as I usually go locally for minor service issues.  However, to show my support for Dayton and Toyota, I am going to make a concerted effort to bring my Tundra to Dayton for service in the future. 

Again, Thank You and have a great day.

Donna Levy

"A Harmonius Purchase"

To Whom It May Concern,

 

Many thanks for the fine level of service you offer at your dealership.  My recent purchase of a 2008 Prius was the most harmonious ever.  My special thanks to Dennis Katliarov who handled the transaction.  Also, a special thanks to Michael Baumert who helped me get a refund on the unexpired extended maintenance plan from my previous vehicle.

 

Sincerely,

 

Mary Julia Kephart

"Extraordinary Customer Service"

Dear Mr. Sperco,

 

I am writing you in regards to one of your employees, Mike Hart. I purchased a 2009 Matrix from Mike in October and have been back twice for oil changes since then. The customer service we have received from Mike is exemplary. He worked with us very diligendy to assist us in purchasing the car, and spent countless hours trying to find the best fit for me and my financial status at the time. Believe me, we were no easy task, and anyone else would have gotten annoyed or given up, but Mike worked hard and really made it happen for us!

 

What truly stands out to me is the fact that each time we are at the dealership for an oil change, etc. Mike greets us with a smile and goes out of his way to come talk with' us and see how everything is. He is always willing to assist with whatever we need. His customer service skills are to be commended. It is hard to find such loyal employees who truly care about their customers, and you have a remarkable team member in Mike!

 

I wanted to take the time to write you an letter, so you can recognize his extraordinary customer service. He really sets the bar for your team, and because of Mike, we will continue to come back again and again!!

 

Regards,

 

Sharon A. Moke

"The New jersey Turnpike...Ugh!"

Dear Sir:

 

On February 14, 2009 while traveling home to North Carolina from Long Island, I had an accident on the New Jersey Turnpike when someone cut me off and I crashed into the median. Thankfully, I was not hurt, but my husband's new Highlander sustained considerable damage. Fortunately, I was able to exit the turnpike and pull into the rest area service station. Seeing the extent of the damage, a gentleman there directed me to your dealership. What a blessing! Quite shaken, I arrived a few minutes before you opened, but was allowed to use your ladies room to compose myself. When you did open, I was referred to Bob Rucinski, Service Advisor ... now known in our home as "my hero"! He took the car in, assessed the damage, contacted our insurance company, got a rental car for me, helped me unload and load my packages, and sent me on my way within a few hours. This was especially important because I had surgery scheduled for two days later. Bob then continued to monitor the situation and kept in contact with my husband while I was recovering (even asking how I was feeling!). The car was returned good as new ­"bravo" also to your body shop people. They did a spectacular job and were very reachable at all times during this process.

 

Bob went beyond the call of duty and is a credit to your organization. Please pass along my sincere thanks to him!

 

We are a Toyota family and have always been pleased with our cars, but it is comforting to know that you are treated as well at other dealerships as your own. I am sending a copy of this letter to Fujio Cho, the Chairman of Toyota, so he knows what an outstanding job you are doing.

 

Sincerely,

 

Katherine A. Willox

"Evening Crew"

Dear Dave,

 

I dropped into your service center on Thursday evening to schedule an appointment to have my wife's car (2003 Matrix AWD 138,000 miles) looked over for a recommended service as needed and a window bolt recall. I had been meaning to do this for a while and was driving by and saw your service center open till 8:00 pm. When I pulled in at 7:00pm I was greeted by your service write up tech and he said that an appointment was not necessary if I had time right then to have it taken in. I was very surprised and grateful to be able to be serviced on the spot. Your service tech Fred Ladd took my car in and asked if there was anything else I was concerned about. I told him there was an exhaust leak, some oil leaking somewhere as I was adding oil every 2 weeks or so. He put it up on the lift and came back with the diagnosis and recommended other items. Fred also had recommended new front rotors and pads. I believe in safety and preventive maintenance and did not hesitate to approve the work. I asked when I should bring it back to be done and he said he could fix the exhaust leak, window bolt recall and brakes and rotors right then and there. The oil leak is not serous at the moment, but I should keep and eye on it if the oil leak becomes worse. For a car with this many miles it was not a surprise to see a timing gasket starting to leak. I was pleased with the response and immediate action. I could have not asked for better service and timely fashion.

 

Thank your evening crew and Fred for their hospitality and service.

 

John from East Windsor

"Above & Beyond"

Dear Hillari,

 

Thank you so much for going above and beyond the call of duty today!

It was because of your caring and coordination that tings were accomplished and more importantly that I felt that you really took care of me personally.

It is because of you that my experience at Dayton Toyota will be remembered as a good one.

Thanks,

Hilary Friedman

"Hard To Impress"

Hi Dave,

I was given your e-mail by the receptionist at Toyota.

 

My husband bought his car at your dealership and always has it serviced there. He has been commenting to me for years how well the Service Department is run. Let me tell you, he is hard to impress.

I have been bringing my Lexus subsequently and have also been very pleased.

I am writing to tell you how happy I am with the polite service Efrain has given me over the last few days. He has always impressed me as a well groomed and well mannered young man. This past Tuesday I brought my car in to be checked after a terrifying incident Sunday night with a patch of ice. He had the car checked out and a washer put in place to hold the snapped guard under the car. To my surprise there was no charge. I so appreciate that he saw I am a regular customer and in these economic uncertain times took care of my issue. This is personalized service you would get years ago.

Because of our treatment and your service my husband and I will continue to use your dealership for all our car maintenance needs. Who knows when things pick up my husband may come and buy another Toyota!

 

Thank you and please recognize Efrain's efforts to represent your dealership with professionalism and kindness.

 

Sincerely,

 

Phylissanne Stehn

"Employee of the Month"

Dear Mr. Ashen,

 

As a former employee I know how often we hear complaints about our staff, but every now and then wouldn't it be nice to hear some good things about an someone in our employ who has gone that extra step to help a person in need.

 

Several weeks ago I had a major problem with my 2007 Toyota Corolla. I was told by my local service station that my computer was no longer working and was under warrantee. I was given your telephone number to have my problem taken care of. Upon calling the service number my call was answered by a very helpful and bright young lady whom I later found out was Eileen Gandolfo. Before I could finish telling her my problem, first I was told that the towing was taken care of by one of your associate firms and was given that phone #, next she had already put my name on the next days work order with the possibility of have the problem resolved that afternoon. This was after I explained to her that without my car I would be lost, not able to go to my position, nor be available to respond to my wife's medical needs. Not only did she listen to my problem but I found her to be very understanding.

 

If Dayton Toyota has an employee of the month or year Eileen Gandolfo certainly is deserving of any and all accolades. She is one outstanding employee.

 

Thank you for taking the time to read my letter, and I do hope that there is some kind of reward for her.

 

Sincerely yours,

 

Joel Bergenfeld

"Knee Replacement"

Dear Mr. Nappa

 

On October 11,2007, we bought a 2007 Toyota Avalon. Four days later I had a total knee replacement. Therefore, I was not able to drive for a while. It was some time before we did any traveling. When we went to use the GPS system we had a great deal of difficulty. While we were having an oil change, we asked several salesmen for help. There standard question to us was," Who was your salesman? Our salesman was Rich Kutsch who is no longer with your company.

We were fortunate to have Mike Baumert come to our rescue. He spent about an hour with us showing us how to operate the GPS system. You are indeed fortunate to have a dedicated employee who gives friendly and good service to your customers.

 

We found that both the GPS and the companion manual were both not user friendly. Perhaps Toyota can do something about that.

 

Again our thanks to Mike Baumert who came to our rescue and helped us out.

 

Sincerely,

 

Lou and Terry Hupp

"Off Duty"

Dear Mr. Nappa,

 

I am writing this letter in praise of your organization and in particular your employee Ken Miller.

 

On 10/22/08, I broke down and had my vehicle towed to your facility to have it repaired. My wife and I arrived at approximately 8:00 PM.  Unfortunately, we now had no transportation home, no one that we were able to call, nor information on any taxis available in the area.

 

We spoke to one of your sales personnel, who shortly returned and informed us that Mr. Miller was getting off duty, and would drive us to our home.  At the time Mr. Miller did not realize that our development was adjacent to his.  Mr. Miller was cheerful company on the way home and politely refused any reimbursement for the ride, taking us right to our door.

 

The repair experience was far better than expected.  No one likes having their car repaired, let alone breaking down, but your facility makes it a livable experience.  Fortunately, the repairs are rarely emergencies, and usually routine maintenance.

 

It is employees like Mr. Miller who will keep customers like me coming back to your store when repair or service is needed, and have me buying a Toyota (likely from you) when this vehicle needs replacing.

 

Sincerely,

 

George L. Michaels

"Like Family"

Dear Mr. Nappa,

 

On May 21, 2008, on the invitation of Mr. Hank Ashen, I attended an educational meeting dealing with the servicing and maintenance of Toyotas. I went out of curiosity plus a chance for some free food and a chance to get a coupon for a free oil change. I left very highly and favorably impressed with the quality of care and concern your service department has for its clients. I felt like "family."

 

Thanks for the food, which was delicious, and more than I expected. Thanks for the future oil change for my newly leased Camry. I plan to be a steady client at your service department.

 

On March 3, 2008 I visited Dayton Toyota on the strong recommendation of Helene Adler, an owner of a Camry purchased at your dealership, intending to just "window shop" and return in Mayor June for a better deal but Mr. Bonell convinced me to lease the car that day rather than wait. So, now I am a very pleased and happy driver of a new Camry.

 

Yours truly,

 

Aaron Shinbein, MD

"Above the Crowd"

Dear Mr. Nappa:

 

My wife, Mary, and I have had many good experiences in our lives; however, buying a new Toyota Camry from Dayton Toyota on Thurs­day, August 14, was a GREAT experience. This was because we were fortunate enough to deal with Robert Strzelecki and Paul Sperco, the manager. They both treat customers with the utmost respect and friendliness.

 

Having been a manager in a major corporation and having spent 26 years in the Army (retiring as a Colonel), I recognize and am thankful for personnel such as Robert and Paul. Their positive attitude and efficiency, along with being highly organized and accommodating, make them a credit to your organization. Their genuine friendliness and consideration enable them to stand "above the crowd." Our visit to the showroom was a definite pleasure because of Robert and Paul.

Yours very truly,

Anthony H. Lombardo

"New Owner's Event"

Mr. Nappa,

 

I thought I would drop you a quick note to say "thank-you" for having the "new owners" session.  I found it to be very informative and I learned a few things about the car that were new to me.  I would like to compliment Mike for being friendly and extremely knowledgeable about service concerns.  I have dealt with him in the past regarding service issues for my daughter's 2005 Corolla and he was always polite and professional.  I had a little stress after purchasing the car regarding the installation of the satellite radio, all in all, it was handled properly and I am extremely satisfied with the customer service I received.  It seems people are always ready to complain about a problem, but neglectful to compliment good service and genuine caring for customer satisfaction.  I feel Dayton Toyota wants their customers to have a good feeling about the dealership after a purchase has been made.  Thanks again to you and your staff for all your good efforts.

 

Wendy Himel

"If My Dad Only Knew..."

Thank you for offering the opportunity to share my thoughts about your service department.

Just a little back ground info. I have many health issues and a child with multiple disabilities. Along with the many stresses live presents all of us, I am often over taxed and stressed. So often we deal with service industry people and experience great frustration.

 

This is not the case at "my" Dayton Toyota Service Center. I call with a problem and I am always greeted pleasantly and promptly. I am given appointments that work into my daily demands. I pull in and the young man with the glasses who is always at the first desk takes care of me. Forgive my forgetfulness with his name. (I had a stroke in Oct and names just don't stay with me!) I own Sienna with 115,000 miles. My husband is on his 3rd car, all purchased at Dayton since we moved here from VA 6 years ago. I haunt my husband for new Sienna but financially we are trying to avoid 2 car payments. So I always go in praying the repairs will be minor and my reliable mini van will continue to be crucial in our family's life. Everyone is competent and so helpful. One time I had to leave the car and a gentleman drove me home and returned to take me back when my car was finished. Another time, I was given a loaner van because a part needed to be ordered. It was so easy. They just handed me the keys! A few weeks ago I thought my AC was not cooling. They took it in the back and brought it out 10 minutes later and showed me with a thermometer that is was blowing 45 degrees. I was not charged for the service visit. This was a delightful surprise. I had been thrilled just knowing we did not have a huge repair bill! Then I had a flat on Mother's Day. I was told to come over anytime that Monday. They fixed the tire, put everything back and again did not charge me. Yes, we are frequent visitors. Yes we buy only from your dealership. But this kind of service and generosity is most refreshing. Dayton Toyota is always a pleasure to visit. The waiting area is immaculate and comfortable. Even the restrooms are always immaculate. (In general people are slobs so this is testimony to your dedication to your customers.)

 

Growing up my dad always preached about buying American. My husband had been a Toyota fan for years. My first Toyota came from Dayton. I joked my dad rolled over in his grave that day. He would not have approved though now we know how much of Toyota products are manufactured here.

 

In short ....keep up the great service. I am one happy customer!

 

Joananne Teore

"Doing The Right Thing"

Dear Mr. Napa;

 

I would like to personally commend Michael Dooley for being an exceptional example of a caring and knowledgeable service advisor. I have two Toyotas and depend on you to service them exclusively (so I see Mike quite often!). Mike is always patient, respectful, and above all dedicated to doing the right thing for his customers.

 

I would be remiss if I did not mention some of the other service personnel at Toyota Dayton as well. Tom, Paul, Troy and many others (whose names I do not know) have been terrific too.

 

So, keep up the good work! I appreciate Mike and the rest of Dayton Toyota very much.

 

Thank you,

 

Renee Kugel

"Bottom Line"

Dear Mr. Sperco,

 

As recent customers of Dayton Toyota, we would like you to be aware of the nice experience we had with our salesperson. Michael Hart, Jr. approached us on our initial visit to your showroom and we found him to be extremely pleasant and personable. He was knowledgeable and honest about the product we were interested in and we found him to be extremely accommodating to all of our needs and requests.

 

As a retail manager, I am sure that you are aware of what a positive impact exceptional customer service has on the "bottom line". Mr. Hart's professional and courteous handling of this transaction absolutely ensured not only that we would purchase a Toyota, but one from your dealership.

 

Dayton Toyota and TOYOTA are fortunate to have such wonderful representation. We will be sure to share our experience with friends and family.

 

Warmest personal regards,

 

Robert and Joanne Jarvis

Allentown, NJ

"Emotional IQ"

Dear General Manger of  Dayton Toyota:

My husband and I just met Service Advisor Michael Dooley for the first time on Saturday when we picked up my car from your Service Department.

We were so impressed by Michael's high emotional IQ and people savvy that I felt that I wanted to write. And I have never written to a service department in my life. In addition to his fine people skills which I have already mentioned, Michael went out of his way to accommodate us when we decided at the last minute that we wanted a new gas cap put on my car. He left his post and quickly and expertly performed the work for us.
We were very, very impressed by this as well.

And I would like to conclude my letter by saying that in our opinion, Michael definitely has management potential for your company. We believe that your company is very fortunate to have Michael Dooley as an employee

Respectfully yours,

Theresa Quinn
Somerset, NJ

"2 Corollas"

Dear Mr. Nappa,

Just a quick note..I wanted to tell you how pleased I was with your company...and the salesman that took care of me.

In December, my wife's '89 Camry departed this planet with 178,000+ miles on it.  We bought a used (excuse me...'previously owned') Corolla from you.  Very happy with the transaction.

Then last month, on a Friday, my '99 'Trep' (which I got at Dayton Dodge,) also turned 'room temperature, 'two weeks after its tenth birthday (it died just after it was given its NJ State inspection....perfect timing!)...  At 126,250 miles, it gave me reasonably good life.  But as I needed another car, and from the satisfaction my wife had from her Corolla's purchase, we went right back to your place.  Within 45 minutes, we bought it and drove off.  Two new Corolla owners within three months.

I just wanted to let you know that we were very please with the way the transaction went...and to compliment Mike Hart, Jr., the salesman.  He took care odf the incidentals (and eased the sting of my beloved Trep dying).  I expected I would have a longer search to find and negotiate a satisfactory deal to replace it.  Although I realized, if I pushed, I could have knocked off the usual bit from the price, the extra homework that I would have had to do to save a few pennies was compensated by the comfort of the speedy and easy transaction.  The ease Mike helped in the title and insurance transfer...all made my wife and me very pleased.  Mike made the whole process easy.

And the thank you note Mike sent was a nice touch.  My wife always liked to shove in my face how trouble-free her older Camry was compared to my Dodge (yes...it had the infamous engine replacement that Chrysler was known for...and made the digs my wife made me even more painful).  So Toyota it would be nice...and I'm glad I switched.  Both our 'new' used Corollas are nice pieces of machinery...and I liked the dealership and salesman.

Keep up the good work.

Regards,

Joe
Kendall Park, NJ

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