Heffner Toyota

Service experience to share To clarify few personal points of view first before going to details 1. I believe that review is the place to share experiences with anyone who is lo To clarify few personal points of view first before going to details 1. I believe that review is the place to share experiences with anyone who is looking for dealship services before make your decision where to spend your hard earned money, to get the product and service your money deserves, so I will share ALL FACTS happened to me, decision is yours. 2. I consider myself as loyal customer with high tolerance, which means if I am happy with one product or service, i will stay with it, even something went wrong, I am willing to give second chance to correct, since we all make mistakes in our life or work, as long as willing to improve and not repeating same mistakes. 3. To prove the point, I have my Lexus services done in this dealship, Lexus side, in the past SEVEN years, inculding parts and services, all happy experience. Because of those good experences, I bronght my Toyota RAV4 into this dealship, Toyota side, for service, even there is Toyota dealship in my city, I drove 40km to Kitchener, simply because I assumed at same dealership, the level of service will be the same. The FACTs proved I was terribly wrong. Here are the facts for your refence: 1. My car has noise on back end, so I bring it into this dealership on Apr. 13, 2017 for inspection of issue, after 4 hours, I got report, comments as following: “Went on road test at city speeds, heard rattling sound intermitanly, inpsected on hoist, found muffler heat shield has fallan down, rec replacing heat shield” “Inspected found muffler is leaking, rec replacing muffler note-viscous coupler has been leaking, both rear axel seals are leaking, and front diff is slightly leaking, rec realcing coupler, both rear seals and change diff fluids” 2. To address the FACT at this point, I PAID $123.17 for the inspection by certified technician. Estimation is about $2,000. The cost is high, but I trusted the professional recommandations, so I booked appointment to fix the car. The earliest appointment is May 2nd. Because they want to keep it with same technician, I understand the responsibility part, so the only thing can sacrifice it’s customer’s time! “your time is valuable for us!” Anyways, So I dropped the car off May 1sst evening, so won’t impact any available time for technician. 3. To address another FACT here, I did NOT declined ANY recommandation for repair. 4. So I picked up on May 3, paid $1841.04 for ALL recommanded repairs, to mention the FACT again, ALL repairs as recommanded. 5. After picked up the car on May 3rd, we can still hear noise from rear side, not as bad as before, intermittenly! We try between both of us without radio and windows down, busy and quiet places, just to be 100% sure, after confirmed the noise, So we brought the car back in May 25 6. On May 26, service rep called me indicated:” rear wheel bearing is making noise!” the total cost is about $590 7. To address FACTS here again: a. I PAID for professional inspection, and this issue not indicated on report! b. I didn’t decline any recommanded repairs c. NO phone calls to inform me more issues found during repair d. After repair, any dealership or mechanic will drive the car to ensure fix properly e. NO recommandation when I picked up the car to inform me more repair needed f. I found the issue right after picked up the car and confirmed by technician later, I am just end user, not pro. 8. With explained all of my concerns to service rep, he said:” I will bring your concerns to service mamager and assistant service manager, you should receive a call from them on Monday”, this was May 26, Friday! 9. Same time, He asked me:”do you still want to fix the issue?” I said:”Yes, I can’t drive a car with issue all over the place!” 10. The FACT is, I have NOT receive ANY phone call from neither one from the service department. 11. On May 29, when I follow up with service rep, he said:” I did discuss this issue with our service manager and assistant manager, we believe that our repair is accurate!”. 12. When I follow up with the service rep on May 30, the part still not at dealship yet, I have no car to drive for 6 days now, considering working couple, kids club, weekend activites! 13. So I can’t afford neither time or money for this game, I picked up my car to get it fixed properly somewhere else, on May 30, I picked up my car, when I drove back to home, the noise even louder, especially when engine starts and stop, slowly run over speed bumper, I recorded the noise for my record. 14. When I picked up the car, to be fair, the service rep said sorry, I don’t blame him, since he is the middle person between technician, manager and customer, he can’t make a decision how to fix the car or what to do without approval. He also said: “I put our service manager and assistant service phone number on the report, if you like to give them a call!” I said:”As a customer, I bring money into your door, I done my part, if they don’t care to call dispointed customer, why should I call to begging them taking care their business?” 15. Of couse, they never called. The last FACT, after spent one month of my time, hard earned CAD$1,964.2, I still have issue on my car and even louder noise than before. Thank you for reading this long up to this point, I just hope that’s clear, as I mentioned at the beginning, even I am really upset, but I have to be fair and clear, only list FACTs here, decision is yours. More

Damaged my windsheld and refuse to repaire Heffner contacted me for an recall for a wind shield wiper cover exchange. I did not check the windshield when I pick my car. Few day after I found th Heffner contacted me for an recall for a wind shield wiper cover exchange. I did not check the windshield when I pick my car. Few day after I found the windshield cracked from button and I found the rubber between windshield and the wiper cover are pop up. It is very obvious that it is a damage from their service. I went to Heffner service on Tuesday night and the service person think it is related to the recall service, but he cannot make the decision and ask me to came next day and talk to his manager. I do not have time so my wife (Her English is not good) went to see the manager next day, in the mean time the crack become a little bigger. I was extremely supervised when my wife called me by phone and told me, the manager said it was not because of their work. I really do not mind the few hundred dollar, but I am still very angry because the Heffner Toyota service manager is such dishonest and unreliable at all. I still give Heffner Toyota Customer Service for 1 start because at least I see one honest people in the first day. If you want to service your car at the same place you buy, avoid Heffner Toyota. More

Great experience very professional and knowledgeable Very professional and knowledgeable acc om modating friendly personable not pushy was able to a nswer all our questions organized polite good expl Very professional and knowledgeable acc om modating friendly personable not pushy was able to a nswer all our questions organized polite good explanations good with our whole family More

buying new Since our last experience with Guelph Toyota and review of them ,we visited Heffner Toyota and ended up buying a Toyota sports Tacoma with the help of Since our last experience with Guelph Toyota and review of them ,we visited Heffner Toyota and ended up buying a Toyota sports Tacoma with the help of Jim holyome More

Good experience We visited Heffner Toyota to price new cars and ended up leasing a 2017 Toyota. Jim Holyome helped us by giving us all pertinent information, in a rel We visited Heffner Toyota to price new cars and ended up leasing a 2017 Toyota. Jim Holyome helped us by giving us all pertinent information, in a relaxed and pressure free environment. As we had not purchased a new car in many years, this was a very good experience. More

Wonderful and friendly service My experience at Heffner was stress free and wonderful. The sales person and financial manager were both top notch and made me feel like I was import My experience at Heffner was stress free and wonderful. The sales person and financial manager were both top notch and made me feel like I was important to them. They both went above and beyond to help get me into a vehicle when my credit rating was not so good. Bravo to them both and to Heffner. More

Relaxed Jim holyome listened to our requirements , showed us several models , and allowed us to chose with no pressure . He answered our questions , and point Jim holyome listened to our requirements , showed us several models , and allowed us to chose with no pressure . He answered our questions , and pointed out the pluses of each vehicle . More

Good Service My wife and I are very satisfied with Heffner Service. Do they make mistakes? Yes. Do they correct them ? YES. There have been wrinkles along the wa My wife and I are very satisfied with Heffner Service. Do they make mistakes? Yes. Do they correct them ? YES. There have been wrinkles along the way, but Rob McL. in serivce has demonstarted time and time again to my wife and I; excellent feedback and works dilligently to accomodate our service needs for our 2011 Toyota Venza. I would not return if they did not accomodate our needs. I have tried private mechanics, and other Toyota dealers, and so far Heffner Service wins the Public Relations contest. Again, not perfect, but they strive to make it right. My hat's off to Rob. I highly recommend them to my Family and Friends in the K-W area. More

Above and beyond ...... 10+ Jerry Smith did absolutely tremendous looking after almost every aspect of my 2017 Corolla purchase. I'm a 62 yr old female who has never purchased a Jerry Smith did absolutely tremendous looking after almost every aspect of my 2017 Corolla purchase. I'm a 62 yr old female who has never purchased a new car in my life. Jerry was so welcoming right from the get-go. His easy-going, professional and informative service made the entire process a pleasure. He ensured that I knew everything from the financial process to the service process and hours. I had coffee at the café. Jerry took me to my vehicle (rinsed and attached my plates) and went through all the operating devices on my new vehicle. He even informed me of the Aeroplan points and submitted the form for my new card. Even though he was interrupted several times by phone inquiries and late arrivals he was his happy self. I simply could not have asked for better---thank you Jerry and Heffner Motors, King St., E., Kitchener --I just love my new Corolla!! Bonnie Laderoute More

I feel swindled. I found out today that a loosened gas cap causes the engine light to appear on our PRIUS even after it's been tightened for 3 days. What was the cost I found out today that a loosened gas cap causes the engine light to appear on our PRIUS even after it's been tightened for 3 days. What was the cost of this PRECIOUS information? $110!!! When I asked to speak with the (assistant) manager he explained to me that this was a very reasonable cost. He may be confusing the term 'reason' with 'sham' because that's exactly how it felt as I pulled out my wallet. If you are looking for car service that focuses on making a quick buck rather than establishing trust with their clients, then THIS is the place for YOU! More