2017 Ford Escape SE 4WD

I have never seen a dealership so willing to do right by their customers, and it starts at the top. Management sets the culture. I have wholeheartedly recommended them to friends already. Brian L our sales rep was great to work with. After the sale he agreed to order a binder to hold the car manuals (now optional apparently) and he Fedex'd it to us when it came in. As with most complex transactions, some things are bound to go wrong or be miscommunicated. But when we pointed out a contention, they didn't ignore us nor play the deny game. Brian got his manager Dustin involved and they made things right by owning the cost differential or by offering us other value-adds we cared about. Deets: they didn't like our trade-in after assuring us (unseen) that it wouldn't be a problem. But to make it right, they helped us get it to Carmax down the street and sell it, and agreed to adjust the Rav4 sale price to make up for the lost tax savings we were banking on by doing the trade-in. There were pkgs bundled on the car, couple small $300/$500 items. They knocked them off the price and left them installed on the car. Yay. Turned what felt like a forced upsell tactic into a value-add for us. Our lease paperwork felt kinda rushed and it was late. We didn't understand every nook n cranny. A few days AFTER the transaction, Dustin was still willing to answer my calls. I can't really say the dealership was at fault, I accepted the terms that night. But he offered a partial refund of the lease origination fee AND to pay for title xfer fees to get the title from my name to my wife's name once the lease was over. Yes, I received a refund after the deal was closed. I've never heard of that. Good on you. Oh one critique, they could certainly use a new coffee machine.

Michael Mason was the best! I’d give him a sixth star if possible. Outstanding customer service, vehicle knowledge and friendly sales professional. This was the 5th vehicle we’ve purchased from Waldorf Toyota and each time has been streamlined, easy and no hassle. We’ll be back in a few years!

I was treated very respectful and with much customer service. Mike, the branch manager in the Used Car Division, was very helpful and knowledgeable. He kept me apprised of what to expect & the status of the process. He made sure we were taken care of by ensuring that we didn’t have to spend anymore time than necessary at the dealership, which was very important to me. He provided phenomenal customer service. I definitely recommend Waldorf Toyota.