Excellent service department, My thermostat stuck closed at 4:30 pm on Friday afternoon. Rob took the car in and gave me a loaner to get home, The repair was completed Saturday morning at a very reasonable price. Thanks to everyone for turning a bad experience into a great one. I would have my Toyota serviced at this dealership with total confidence in a positive outcome. read more

Extremely friendly and knowledgeable staff. Worked on my car gave me a loaner for two days fix the problem after doing extensive testing extremely happy with a very reasonable Bill read more

They are parts changers , they changed a parton my electric door and told me it was fixed . It was not! Then they want to change the entire system for $2100.00 I was a loyal customer I will never go back. Just like all dealerships crooked. read more

Overall very good experience; I asked for a loaner and was provided with one without a problem. The staff is very friendly and efficient.

My wife and I recently had a second child and found that it was time to upgrade the family hauler. We did not have the budget for a new vehicle, but had seen a few options on the Westbrook Toyota website and decided to go take a look at their inventory. We were greeted at the door by Steve Ouelett, who turned out to be a tremendous asset in our search for the right vehicle. Steve is patient, kind, well informed, and was able to determine our needs and find the right vehicle to match them in very short order. After narrowing down our search, we took a test drive and found that Steve's selection for our family was spot on, so we decided to take the next step and put an offer forward on the vehicle. Steve sat down with us, went over the vehicle pricing, and after a little back and forth, we came to an agreement on what we all thought was a fair purchase price. As Steve worked to put the paperwork together and gather the necessary documents to close the deal, we were introduced to Tom Ryan, who is the General Sales Manager at Westbrook Toyota. Again, we found that Tom was a tremendously affable and friendly person, and our six month old took an immediate (and almost inseparable) liking to him. Between the two of them, Steve and Tom made us feel as close to the dealership as family, and in no time, we had the deposit down, paperwork signed, and a time frame in place for us to come back and take delivery of our new car. When the day came to sign the contract and take delivery, we showed up and were, once again, greeted in a tremendously friendly and familiar way by both Tom and Steve. They addressed us all by name and treated us like the most important customers in the entire dealership, even though we were there to pick up a very modestly priced vehicle. We then worked with Aiham Alkhatib and Marykate Jakubec from the business management team to secure extremely favorable finance terms and we drove out of the lot in a meticulously prepared new (to us) car with a FULL TANK OF GAS! There were no surprises and no gimmicks in the process - just the deal we had agreed to and the terms we had requested, which was very reassuring for both my wife and I. Overall, this was the best dealership-based car buying experience I have been through in the past 15 years. From start to finish we were treated more like family than like customers, and the end result was a smooth and pressure-free experience. We got a great car at a great price, and the next time we are in the market for a vehicle (new or used) Westbrook Toyota will be our first stop. My hat is off to Steve and Tom for a great experience, and I would encourage anyone in the area who is in the market for a car to stop by and look them up before the go anywhere else. read more

I recently bought a new Corolla here. The salesman, Larry Becker, was low-key and professional, and he let me walk off the lot after my first visit without pestering me. The next day I went to look at another trim level, and again the sale was low key. Yes, he did make me look at the Simonize video, etc, but he has to do that. The woman who did the writeup did the standard push to sell extra services, but again...they have to do that. I actually did buy one extra! At the end of they day they are selling cars and they need to try to sell extras because they're a business...but if you say "NO" and stick with it, then they are polite in letting it be. I feel like I got a reasonable deal from them. Another Toyota dealer in the area would not match them. I've taken 2 cars there since then for service, and it's always been a good experience. Granted, there isn't a lot of room for a BAD experience with new and 2-year old cars and just basic oil changes/tire rotations, but I've been satisfied so far. read more

Worst customer service! I went in looking at a used car (that I now know was WAY over priced). I left a deposit with the agreement that I was going to think about the purchase over night and give them an answer the next day. I was assured my deposit was refundable if I decided against the car. I stopped in first thing the next morning to let them know I was not interested and I wanted deposit back."No problem" I was told, "it will show up in my accnt by the next day. NOT. I called a total of 6x's and of course every time I called no one was available to take my call. 5 days later they assured me they deposited my $ back.....still waiting. This place is horrible, stay away. read more

Just bough my new car here this past week. All in all, I had a very good experience. However, I felt everyone there didn't show me very much interest before I began to sign the paperwork. If I didn't love the car, I probably would have gone somewhere else. After I signed the dotted line, everyone became much nicer. If they had started out as friendly as they ended up, I would have easily given them 5 stars. Please don't assume I am not going to be serious about buying a car just because I am younger/female. read more

After having a horrible experience at Toyota of Colchester service department, we decided to bring our 2009 Toyota Matrix back to the dealership we bought it from. Some routine maintenance needed to be done, along with an oil consumption test on the motor, and a check engine light. Up to this point I had never had a problem with my vehicle. On our first visit we had a great experience with our service assistant, Katherine. She is still the best service assistant they have, and I would love to continue using her if I didn't have to go back to Westbrook Toyota to do it. That first appointment is where our great experience ended. My mistake was probably telling them that I loved my car and wanted it fixed. Our first visit cost us almost $2400, some of which was a transmission flush and new tires. The rest was a new fuel pump, a new fill neck, and a new charcoal filter canister. When I brought it back for the oil consumption test, the check engine light was back on. Good news, the motor failed the consumption test and Toyota was going to warranty all the engine work. Bad news, you now need a new fuel tank and fuel sending unit to the cost of $2200, plus the $600 that wasn't covered in the warranty. I needed my car back so we okay'd all the work. When I picked it up over a week later, I drove out of the parking lot with the car burning some sort of fluid. Thinking it was oil from the engine work I brought it home. Well, the smell didn't go away, so I made another appointment to bring it back in. I got a call saying that now I needed a new work done to the right side of my axel, it was spewing fluid everywhere, to the tune of almost another $1000. Axel work that I didn't need before I dropped it off for the engine work. I had no choice, so once again told them too fix it. We're now up to $6000 on a car that hasn't needed anything up to now. When I asked the dealership to at least waive the labor since the damage happened while the car was in their care, that's when thing really went down hill. First, I wasn't allowed to talk to the service manager. They instructed the service assistant to actually tell me the motor and the axel have nothing to do with each other, then very "generously" took $100 off the cost. $100 off damage that was done by the dealership when the car was on their lift. Picked it up yesterday, and guess what, it's still burning axel fluid. I'm not a gambling person, but I'd bet every penny we've paid to the dealership that if I bring it back in they'll tell me that the other side of the axel needs repairing now read more

One star because Dawn was the only positive at this dealership!!! Tom Ryan is downright rude! Iham was unprofessional. After 3 attempts and 18 days to refund my deposit I realized that they were processing OFFLINE and nothing was going through. Of course, Mr. Ryan could only over talk me when I questioned and hang up the phone. I will buy a car but never from this dealership! If you are sucked in to their tricky "sales process" beware of giving your credit card and the process moves forward because you may never see that money again or will be forced to spend hours on the phone begging for a refund as they tell you they have processed it time and again! They sale tactics were horrendous. Iham pressuring that he would "call in a favor" to lower my interest rate (10 pints!) but not unless I commit at that moment. Looking at my credit report and say "Girlfriend, you have been shopping alot!" What? How unprofessional and rude! I have never had such a BAD experience! AND I am still out $200 because they cannot seem to navigate processing a credit to my credit card!!!!! I am contacting the better business bureau and will tell everyone NOT TO GO TO THIS DEALERSHIP... instead consider Middletown, New London or Wallingford as I will be doing!!!!!! read more