Fairfield Toyota / customer harrassment
We ordered a vehicle thru the USAA buying program which directed us to Fairfield Toyota and had many problems from the
start. First, we did not receive any calls back from the sales rep, but
when finally contacted, the experience was poor from the start, much the opposite to the USAA website that said it was fun and easy. The Sales
rep, Jackson Willingsby was disrepectful and provided little to no customer
service throughout the experience. I provided the sales rep with exact
specifications on my requirements for the sale and was continuously told
"too hard" "you're wrong", etc...not good customer relations...things not heard from a dealership that is in the business of selling vehicles to customers, especially in the current economic climate.
I felt from the start that the entire buying process switched both customer
and sales roles as I was doing most of the work, especially since the price
was pre-negotiated from the start (buying program supposed to make the
After purchasing 6 vehicles in the past years, I have never seen or been
treated with such indignity or disrespect as my wife and I experienced by
the Sales Manager, Warren, The General Manager, Robert Armstrong, along
with other sales managers.
We went to the dealership after much prodding to the sales rep to meet our
timing to take off from work and children's schedules to contract and
pickup the vehicle.
Upon arriving at the dealership we waited for over 20 minutes to get the
process started and took the vehicle for a test drive. One of my
requirements was to not have any Fairfield Toyota advertising on the
vehicle and to not install a front license plate frame (as I am an active
duty military member with residency in Pennsylvania which only has 1 rear
This was not the case and once the dealer removed the front plate frame
there were multiple scratches and 2 holes from the installation.
This is where much of the trouble started. I then asked if it were
possible to buff the scratches and fill the holes with grommets to cover
them. The salesman, Jackson Willingsby then went on ranting about how he
couldn't sell me the car and how demanding I was. Nothing asked for above
was impossible or irrational. We never said we didn't want the vehicle.
We just wanted it as agreed to.
We then asked to speak with the general manager or someone in charge to
resolve the issue. We were escorted inside and sat for 30 minutes until my
wife and I proceeded to the sales manager's office to ask what was going
We were then verbally attacked by all three persons in the room and my wife
was told "we were the rudest couple evert" and when asked why someone
hadn't contacted us in the past 30 minutes, told in a most negative manner
"only 30 minutes" after my wife explained we had to take one of our sons to
a scheduled event.
After speaking with Robert Armstrong via telephone, he told me the only way he could sell me the vehicle was if I told him that I would rip up the Toyota customer service survey or have positive remarks?I called Toyota Headquarters and confirmed this is not and should not be part of the sales discussion by the dealers to the customers.
While speaking on the phone, my wife was brought to tears after this verbal abuse by the Warren. We
then spoke with the general manager on the phone where Warren told him that
the words above were never exchanged.
In the end we left embarrassed, saddened, and disrespected from the
I would think in the current economy with slumping auto sales that this
particular dealership would tread people at the minimum with dignity,
respect, and in the end good customer service to stay in business and sell
Any help you can provide in getting the word out to fellow citizens on the
sales practices of Fairfield Toyota would be greatly appreciated.
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