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Toyota on the Trail

Edmonton, AB

4.5
951 Reviews

5210 Calgary Trail NW

Edmonton, AB

T6H 4J8

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951 Reviews of Toyota on the Trail

November 25, 2013

Oil change was quick and service dept. looked after the fob issue I had. Scott the service Manager was exceptional explaining what was done and why. Original salesman Henry who sold us our Sienna was frie More

by JordanYeg
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Scott MacPherson
November 25, 2013

I am pretty impressed by the service and support provided by Veronica. She provided a proper explanation of the services that were required and was quick enough to arrange a pick-up and drop-off service by t More

by pbhomkar
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Veronica Liew
November 24, 2013

I found that the service team was very friendly and explained what needed to be done and the work was completed in a timely manner by the mechanic. More

by suzannehiggins
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Veronica Liew
November 24, 2013

Excellent service from Veronica and the mechanics that worked on my car! She is courteous, and knowledgeable. She was able to explain to me what kind of services that I needed. The shuttle driver was v More

by fokn
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Veronica Liew, Veronica Liew
November 24, 2013

They are all attentive and courteous and all my inquiries were answered satisfactory. The Service center staff really work great.Two thumbs up for all of them especially to Michael Limcangco. More

by jhunpogi64
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
November 23, 2013

I purchased a RAV4 from Sun Toyota, Today, I had my RAV4 for service. When I called to book for service, they mentioned that the service would be under 5-year service coverage and I wouldn’t need to pay. Wh More

by asdarabi
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
No
Nov 23, 2013 -

Toyota on the Trail responded

Mr Darabi, I am the General Manager you spoke to last night. I reviewed your concerns and am very confused by your comments about our teams service. Our appointment coordinator booked your appointment correctly based on Toyota Recommended service guidelines, you were due for a type B service. The notes in the system reflect that conversation happened with you at that time. Our Advisor circled the estimate amount on the work order that you signed BEFORE any work was started, then you paid your bill after speaking with our Service Manager, who thoroughly explained the work that was performed and the costs associated with the parts and labour you approved by signing the Repair Order In our system you have been charged for the similar service 1 year ago. The oil change portion of the repair was done at no charge as per our service agreement with you, and will continue to be done as per the Service Agreement, that states "when following the Toyota Canada recommended maintenance recommendation, your Oil Change will be done at no cost." We have done everything exactly how it is with every customer and we been recognized by Toyota Canada as a "Pinnacle Award" winning dealership for Customer Service. Your only concern here is that you want the work performed to be free of charge? As far as I can see in our system and speaking to the staff, they did everything exactly right. If you would like to call me to discuss why you feel that the extra work, outside a service agreement should be done for free, I am available to talk to you. 780-701-2222 Mike Ringrose

Nov 24, 2013 -

asdarabi responded

Mr. Ringrose, As discussed with you over telephone yesterday, my concern was that your team did not communicate with me any charges before they proceeded the job. I will be happy to hear my conversation with your advisor over telephone when I booked for service (if you have a record). She clearly mentioned that the service would be covered under purchase agreement. Also, as mentioned to you over phone, the circle around the estimate amount was NOT BEFORE my signature. Yes, I paid your invoice after speaking with your Service Manager, but not because I was convinced or was happy with the service/conversation. I think your team clearly know that and they should explain to you accurately. After spending 10-15 minutes speaking with your team with no results, I decided to release my vehicle and leave for other appointment. Mehran Darabi

November 22, 2013

Jess goes above and beyond to make my service experience as painful, and frankly as effective as possible. She understands that I have a crazy work schedule and need to have my car in tip-top shape. She doe More

by sllundquist
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
November 22, 2013

I take our company truck in to Sun Toyota for every required maintenance, and regardless of who I deal with, they are always friendly, professional, and very helpful. They do their absolute best to acc More

by gypsy10
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Veronica Liew
November 21, 2013

Veronica was wonderful, very nice and helpful, but the receptionist was not very nice, she laughed and hung up on me twice before I actually spoke to her, then when I was in the store I got a lot of attit More

by rlharrison26
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
No
Employees Worked With
Veronica Liew
Nov 23, 2013 -

Toyota on the Trail responded

Thank you for taking the time to share your experience with us, we always enjoy the opportunity that positive and negative feedback gives us. Our team schedule service appointments based on Toyota recommended service/maintenance schedules and quote pricing accordingly. At the dealership the only time that price would change is if additional repairs or services are recommended and approved by the customer. If this didn't happen I would like to hear about it. Our receptionist team (we have multiple) field over 200 calls per day and we get increased volumes when it snows for panic winterization requests. I need to find out what time of the day you are referencing to ensure I can appropriately deal with your concerns. Please call me directly at the dealership to discuss further. 780-701-2222 Mike Ringrose, General Manager

Nov 26, 2013 -

rlharrison26 responded

I understand that you gave me a very "public relations" answer, and that's your job. However, before I had even set foot in the store, the price I was quoted for the service was incorrect (it cost almost $200 more than I was quoted - I understand I pay extra for additional service, but I was misquoted for my initial services before anyone even looked at my vehicle) and the receptionist actually laughed at me and hung up before I even said one word. I don't care how busy you are, or how many daily calls you are fielding, that is not acceptable treatment. For basic customer service, I expect a friendly receptionist, and an accurate quote for services. There should be no surprises. Instead of a "public relations" answer, maybe just an apology for your employees treating me poorly. Thank you for your time.

Nov 26, 2013 -

Toyota on the Trail responded

Sorry that you feel that my response was driven by a "customer relations" perspective. It actually comes from a desire to improve perspective. That is why I put my name and phone number on my response. I want to know what happened first hand, and who was involved, so we can coach and train and improve. An apology can only come when we confirm that something has gone wrong. The short coming with review sites is it is very non personal. My response is intended to speak directly too, or at least get the facts on who is involved and what actually accured so we can take steps to ensure it doesn't happen again. In short, I do apologize for your experience not meeting your expectations. Our goal is always to exceed. Sincerely, MIke Ringrose 780-701-2222

November 21, 2013

Good service, pointed out some bad rims that I purchased to put on my vehicle. They were ready with the right rims after showing me the others were the wrong fit for my vehicle. They were very helpful to me More

by tbak
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Veronica Liew, Paul Buswell
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