Had a great sales experience with Jason Rivera, and purchased a used Lexus NX. Love the car! The reason for the two stars is due to their service department. I recently went in to do the rear brakes and rotors on my Lexus, per their recommendation. I purchased the parts directly from Lexus and then brought it in for service. About 45 minutes into the service I received a call from the tech asking which set of brakes and rotors are being done (Front or Rear). The guy had no clue what was supposed to be done to the car. After two hours into the service I received a call saying that the brakes and rotors would not be done after all because I have power parking brakes, and they can't figure out how the system works with the tools that they have. He said he tried to troubleshoot the issue with Lexus but had no luck. After picking up the car I asked the clerk if there was any additional information as to why we couldn't do the service. She went to ask the tech and he just kept told her no and I'm all set to go. It boggles my mind that a dealership can sell cars that they wouldn't be able to properly inspect or service. After looking it up there is a simple switch in the NX that disengages the parking brakes, allowing them to be removed. Not sure if the kid was just super inexperienced or what, but I would definitely recommend not going to Stephens Toyota to service any Lexus Vehicle. Total waste of my time and I now regret investing in the service package upon purchasing the vehicle. read more

The service department does not even know there own pricing. I went to go get my oil change and tire rotation. They said that the price would be around 70 dollars. I told them that there website had a special for $55. Then she said that she could bring the price down to $65. As I was trying to pull of there website up to show them the price, the sales person kept insisting that I sign the paperwork so they could get started. When you go on there website, it also give an option for service specials. I kind of think they high balled the price on purpose. Next time this happens I'm making a complaint with the department of consumer protection. read more

Had a commendable experience at this dealership. Jason Rivera, Bob Winner and Jose Ramos made this all happen. I've had my share of dealings with pushy and dishonest sales people but this was nothing like that. Straight, honest and extremely pleasant to deal with. Helpful and patient throughout. I knew what I wanted and they made it happen. Very satisfied customer read more

To anyone who cares to hear about my abysmal experience at the Toyota Dealership in Bristol, CT: This past week I brought my 2009 Toyota Tundra to the Toyota dealership in Bristol, CT for a recall, an oil change, and to have them look into why I wasn't getting any heat in the floor level; it worked for everything else but the floor/feet. When I dropped my truck off, they rushed me through paperwork to sign which, gave them permission to work on my truck. After sitting there for 2.5 hours they told me the recalled part was fixed, the oil change was completed and they informed me that they didn't know what was causing the floor heat issue. When cashing out, they charged me for the oil change, but there was a separate charge for $115 I was not aware of. They informed me that the $115 charge was the fee for them to investigate the cause of the heating issue; which they had not been able to identify. They also quoted me out $2,495 to fix what they think MIGHT be the issue; again, which they had not identified. There is no guarantee that after paying the $2,495 the issue will be fixed. I know of no one who would pay that much money to send a dealership on a wild goose chase in their vehicle. Toyota's Mission Statement is, "To attract and attain customers with high-valued products and services and the most satisfying ownership experience in America." To say the least, I am not nearly satisfied and am in fact greatly disappointed with their services. The Toyota Vision Statement is, "To be the most successful and respected car company in America." I think it's safe to say that if others experiences are like mine this past week, you are not only losing the respect of your customers, but will be losing their business as well. read more

We attempted to use the body shop service at this establishment after my wife was involved in an accident. The other driver (who is associated with this business) wanted to repair the damage privately rather than go thru an insurance claim as long was we took it to Stephen Auto Body. When we arrived, the body shop manager, Dave, was gruff towards us and treated us rudely. He asked for our information - without even offering us a seat near his desk - and entered some data into his computer. I am disabled and on oxygen, so when I could no longer stand, I took a seat. He was extremely uncommunicative during this process and details of how the repair would proceed had to be pried out of him. This did not provide any confidence that we would be informed of the progress of the repair as it moved forward. Later in the day when the private party reneged on the "settle without going thru insurance" offer, we pulled our vehicle out of there to take it to somewhere where customers are treated appropriately. Moral of the story is don't try to resolve accident damage privately, and avoid Stephen Auto Body at all costs. read more

I appreciate the efforts of Dave Simonin and Andy Hall in helping me with the purchase of my 2008 Nissan Titan Crew Cab Longbed. I had reservations with buying from a dealer 4.5 hours away in another state, but the truck I desired was too hard to find close to home. Dave and Andy took care of all the paperwork for dealing with out-of-state taxes and registration, and, despite a long day at the dealership, the process was mostly painless. They also gave me a fair deal for my trade-in (negotiated on the phone with information from my vehicles car fax and pictures) and did not try to leverage the fact that I was 4.5 hours from home to give me less for the vehicle. They gave me a credit for new shocks on my purchase when I expressed concern over their condition (despite passing inspection by their service department) and they even offered me a rebate to replace the passenger side running board when Dave realized the mounting brackets were broken AFTER I had already signed the paperwork to buy the truck. Hopefully it will be many years before I look to buy my next truck, but I would definitely consider buying from Stephen Toyota again. read more