Priority Toyota Chesapeake

Car Buying Experience Was Unacceptable From Start to Finish: I have purchased many vehicles over the years, and this was by far the worst dealership experience I have ever had, from the initial purchase process, to vehicle delivery, to ongoing communication failures, and now the inability to properly process permanent tags and registration. Sales Process: The sales representative was simultaneously working with multiple customers at the same time, causing the purchase process to drag on for hours with excessive waiting, confusion, and no clear communication about where we were in the process, despite having scheduled our appointment in advance. On several occasions, I had to physically locate the salesperson just to determine why nothing was happening or what the next step was supposed to be. Vehicle Delivery Failures: Even after the unusually long purchase process, the vehicle was not ready by the end of the day. We were required to keep the trade-in vehicle, yet Priority still demanded proof of insurance on the new vehicle before paperwork could be completed or before we were even allowed to meet with the finance manager. Delivery was delayed an additional two full days due to the need for tires, which was identified during inspection. Communication throughout this period was poor to nonexistent, with repeated assurances of “a few hours,” “later today,” or “later this afternoon” that were never honored. The vehicle was ultimately not delivered until the third day. Communication Issues: Contacting the dealership by phone is extremely difficult. Calls frequently disconnect after selecting a menu option, particularly when choosing Sales. When someone does answer, the response is almost always, “I’ll leave a message and have them call you back,” calls that never happen. Managers repeatedly state they will “look into it and call back,” and then fail to follow through. Tag & Registration Failure (Most Serious Issue): Unfortunately, the problems did not stop after delivery. Despite explicit instructions on the bill of sale to TRANSFER existing North Carolina tags, Priority incorrectly requested new tags instead. As a direct result of this error, we received a DMV delinquency notice for failing to turn in old tags, an issue entirely caused by Priority’s mistake. Now, nearly 45 days later, we are still being given the runaround regarding where the permanent tags are and when they will be issued. Multiple managers have promised callbacks that never occur. Voicemails go unanswered. We are repeatedly sent to voicemail and told someone will call back “in a few minutes,” which does not happen. After calling repeatedly for over an hour and repeatedly requesting a manager, we finally received a return call only to be told, “Sorry, we have been busy.” It appears the dealership is only attentive while closing a deal and then becomes unavailable when it is time to complete the remaining responsibilities. We have now been told multiple times that nothing can be done because the titling department was “closed,” with no follow-up the next day as promised. This has occurred at least three separate times. We are also being told the issue is the responsibility of the titling department, which Priority claims does not work directly for them. That is not the customer’s problem. Accountability: We purchased the vehicle from Priority, paid a $999 processing fee, and Priority is responsible for ensuring that the title and permanent tags are processed correctly and in a timely manner. Passing blame internally does not absolve the dealership of its responsibility to the customer. Bottom Line: This experience demonstrates systemic failures in staffing, communication, accountability, and follow-through. At this point, we are simply asking Priority to do what they were paid to do: correctly process the title and issue permanent tags without further delay. I would not recommend Priority to anyone looking to purchase.

I went twice to this dealership to had a coolant exchange and for the recall service. But my request for a tire rotation had been ignored twice. Without a valid explanation. I don’t know why. I agreed and approved the service department recommendation which even I knew it is expensive but my request for a tire rotation never perform. I know that service department should listen to customer request for their vehicle that should be followed.

Service and service manager Julia SUCK! Never book and other spots for the day when using this place

Worst service team ever. After waiting hours for an Alignment in April, I had to get an inspection in May. I was already done with Priority due to the last 3 8 hour wait times for an oil change. When I took my vehicle to hall they advised that I failed the alignment test when driving into their garage. Less than a month after the "did" this so called alignment. I work 7 minutes from Home and remote on Fridays, how was it that my vehicle failed an alignment test less than 30 days after the so called service. I left a message for the GM at Priority to call me back. Instead I received 3 different Sales calls and nobody ever passed my message to service to find out why I didn't get a satisfactory alignment after a whole business day waiting on it. These guys just want your money, after that you will wait hours upon hours for service even with an apt. And you might not even get the service after waiting 8 hours. I;m still waiting on a phone call from over a week ago. STAY AWAY, Go to Hall! They had me in and out in an hour.

Stay away, I put $1000 down on a truck and was able to find one closer to home./ I have been waiting on my money for over 5 weeks now; any time I call there doesn't seem to be anyone available to take care of my issue. I have bought three vehicles from Priority- there will be no more. The Priorities for life are great if you want to pay for un-needed maintenance; if you want to stick with the free maintenance it seems to take longer. The commercials are alright; about the only good thing I will say.

Do not buy a vehicle from these guys! You will wait hours upon hours for service and you might be lucky if they do everything that you asked to be done after sitting for a minimum of 6 hours. Today I dropped at 9 am for oil, rotation and alignment. 10:30 review and still no word at 2:30 pm. The last 3 appointments were a minimum of 6 hours. The last two were oil changes only. Absolutely ridiculous.

Robert Cade was such a good salesmen he sold me and the guy giving me a ride to the dealership both a car. He’s a wild man he can’t be stopped.

Ok dealer, just don't expect anyone to call you back. I recently purchased a vehicle from them. I had a small issue prior being able to purchase, due to waiting for my insurance company to total my vehicle, which had been in an accident (not the dealerships fault). So, I put down a deposit, and said I would contact them to arrange the purchase. After my previous car was totalled, I called the dealership to arrange a time to sign paperwork... then I called again... then again. No one would return a phone call, including the manager. Finally I found the salespersons personal cell phone number, called her on her day off, and finally arranged a time. After signing the paperwork, I found out that the minor scratches that were going to be removed from the vehicle weren't (because they really didn't know I was coming) and I had to take the car back another day. After I took the vehicle home I noted that the rear license plate was not fastened correctly, and the threads of the screws were damaged and I couldn't remove them, or tighten them up. Took the vehicle back the next day, and they couldn't do it right then so set-up an appointment to get that fixed. While I was there I asked the Ass't maintenance manager about programming of the computer. He said he would get back to me. But never did. The paperwork about the touch of the exterior said 'contact service to schedule'. I called, and got into a phone tree, which sent me a link to set up service. Filled out and requested service. I could not actually talk to anyone. At the service appointment I was told that 'this kind of service is set up through sales', to which I said "that's not what the paper says." To which she repeated her statement, but said she'd try to set it up (which was successful. Finally while I was waiting for the car to be fixed, I contacted the sales staff because my initial sales person said they had someone who could get a spare key programmed for me for 'around' $60, which is a lot better than the $400 I've seen advertised. The issue I have is I can't get to the facility on the day the person does the service is there. So I asked if this individual could be contacted or if he has hours elsewhere. They took my name and number and said the manager who deals with the guy will give me a call back. And you guessed it, never got another call. It appears that customer service is falling through the cracks. It happens a lot when a company just gets too big. I got what appeared to be an OK deal on the car but am very leery of actually going back to have anything done in the way of service.

Professional and friendly staff. Have recommended to friends and family numerous times. Service is a 10!

I secured an appointment to have my Tacoma serviced. It did not even go into the shop for OVER TWO HOURS! I WAS WAITING FOR IT TO BE COMPLETED! AND THEY KNEW I WAS THERE WAITING FOR IT! When I called to schedule my wife's Rav 4 for standard service, the Priority person told me that the "appointment time" was only for signing in for service! I am buying a new Tacoma 2025, and with this attitude, I'm considering taking my business elsewhere! Seriously! What a way to treat customers! And the person on the phone simply does not care what you think! They indicate that's just they way they operate! Unbelievable! And that's after they stopped doing car washes that were promised when our vehicles were purchased! Incredible! Once they get your signature, you're theirs...