Kayla Rosa

Maria

Jul 17, 2026

Google

UPDATE STAY AWAY AT THIS POINT 0 STARS WOULD BE THE BEST RATING FOR THIS DEALERSHIP: Despite of Kayla Rosa requesting me to reach I was completely ignored after my email and since my last service, this is what happened——- On Thursday August 20 2026 while servicing our vehicle we requested information regarding the remaining oil-change services available under my warranty package I purchased. That information was not provided by the service department, so we contacted the extended service company directly to obtain the information. During that conversation with our external warranty company, we discovered that Empire Toyota of Green Brook service department had apparently submitted/claimed an oil change on a date ( 6/20/26) when I was not at the dealership and did not receive an oil change. I immediately contacted the service department regarding this discrepancy and also texted the Service Director directly at the number I had previously been given. As of 08/25/2026, I have still not received a response or explanation from anyone. This is extremely concerning to me because service records should be accurate and reflect services that were actually performed. I would expect a dealership to take a discrepancy like this seriously and investigate it promptly. I purchased my Toyota from Crystal Toyota in 2020 along with extended warranties and continued servicing my vehicle after the dealership became Empire Toyota of Green Brook. As a loyal customer, I expected honesty, quality workmanship, and accurate inspections. Unfortunately, that was not my experience. Since the transition to Empire, I experienced repeated service issues, including my vehicle being returned with the glove box left on the floor, wheel lug nuts not properly secured, the engine air filter left out of place, and other workmanship concerns. Before my factory warranty expired, I reported a transmission concern more than once, but it was not properly diagnosed until after the warranty had expired. The transmission ultimately had to be replaced and was covered only because I had purchased an extended warranty. My biggest concern is safety. On multiple visits, I was told my rear brakes were in good condition. Shortly afterward, an independent shop found the rear brake pads measured only 2 mm and advised that the vehicle was unsafe to drive until the brakes and rotors were replaced. Despite bringing these concerns to management, I was offered a store credit as a “goodwill gesture”. After years of loyalty, I left feeling that my concerns were dismissed rather than meaningfully addressed. I hope this review encourages the dealership to improve its service quality, inspection process, and customer care. My advice to other customers is to keep copies of all service records and don't hesitate to get a second opinion if something doesn't seem right.

W. Mayo Krabbe

Jan 24, 2026

Google

I always bring my car here for service. I am not mechanically inclined so trust is important. Kayla is so sweet!! She always goes out of her way to help me and I feel very comfortable that she is doing right by my family. This week when there were complications during service, Kayla stayed after hours To ensure everything was taken care of for us. Love this dealership and the staff!!

Mary

Jan 24, 2026

Google

This review is long overdue. My only recommendation is that you stay far away from this service center, unless you want to be overcharged and talked down to. Since moving to NJ two years ago (at 25,000 miles), I’ve brought my 2020 RAV4 here every 5,000 miles. Now looking back, I realize how exploited I was, as someone who is just not familiar with car maintenance. In just 20k miles since coming here, I was sold THREE wheel alignments. At almost every visit, the advisors aggressively pushed $220 “throttle body cleaning” and other non-essential cleanings/fluid changes for $100-300, all of which were simply not required at the specified mileage or found anywhere in the maintenance schedule. How is it possible that my car, every single visit to this dealership, had so many items requiring “immediate attention”?? My most recent visit with advisor Kayla was the breaking point for me. She was condescending when I asked for clarification on recommended services and when I noticed a discrepancy in my inspection results. After making the decision to pay >$1300 for service, I brought in a coupon for $100 off $1000+ that was sent to me from Empire Green Brook. She wouldn’t honor it for the $100, and when I pushed back saying that the coupon doesn’t have any exclusions or exceptions listed, she was extremely rude and snappy in her explanation for why she wouldn’t apply it. I have spent >$3000 here in two years on a low-mileage vehicle and have now become extremely skeptical of having work done on my car. Even though I recently prepaid for 3 service visits through Toyota Service Care, I will absolutely not be returning to this dealership to redeem my last one.

2022 TOYOTA SIENNA LIMITED/PLATINUM Owner

Aug 23, 2025

Carfax

The service advisor Kayla Rosa did not explain anything. When questioned, she threatened to charge more than quoted. Don't like to be threatened by a business. I believe the mechanic was able to do his business but not the advisor.