ToyotaTown

WS welcoming feeling, Personal attention. Video of service operations performed. Fast check out. Jason was caring and attentive. Video of service operations performed. Fast check out. Jason was caring and attentive. More

Excellent service. Service manager Latoya is great and shuttle was fantastic - very accommodating. 2nd vehicle I have purchased from Toyotatown. Service manager Latoya is great and shuttle was fantastic - very accommodating. 2nd vehicle I have purchased from Toyotatown. More

I would like to sincerely update my review from one star to five stars. I am extremely grateful to the entire Toyotatown Service team for their exceptional service and professionalism. They went above and b to five stars. I am extremely grateful to the entire Toyotatown Service team for their exceptional service and professionalism. They went above and beyond to ensure my needs were met and did a fantastic job in handling my vehicle and addressing my concerns. I especially want to thank the manager, the assistant, and the technician for taking the time to speak with me personally. Their willingness to listen, understand my situation, and provide thoughtful solutions truly made a difference. Additionally, I would also recommend the salespeople, as they were friendly, helpful, and made the entire process smooth and pleasant. Their dedication and care have restored my confidence in their service, and I highly recommend Toyotatown Service to anyone in need of reliable and customer-focused automotive care. Thank you once again for your outstanding support! More

Unfortunately, I’ve started going elsewhere for service. I still have not received an acknowledgement or response to my concerns in my email from May 30. Dear Service Manager, I am writing to express I still have not received an acknowledgement or response to my concerns in my email from May 30. Dear Service Manager, I am writing to express my disappointment with my recent service experience. I would like to start by saying that I found the technician's video inspection to be very helpful. Being able to see the condition of the vehicle and hear the technician's explanation provided useful context and was one of the positive aspects of the visit. Unfortunately, the overall communication and customer service I received fell well below my expectations. According to the timestamp, the technician's video was completed at 7:21 a.m., yet I did not receive any communication regarding my vehicle until 2:38 p.m., and only after several follow-ups on my part throughout the day. As a customer, I should not have to repeatedly seek updates on the status of my vehicle or recommended repairs. When communication finally did arrive, it consisted of two text messages: one containing the technician's video and another containing the invoice for inspection and that my car was complete. There was no phone call or meaningful discussion regarding the findings, the recommendations, or the reasoning behind the proposed repairs. For example, I was advised to schedule an appointment in the fall and was told that the necessary parts would be ordered. However, no explanation was provided as to why both parking brake cables were being recommended for replacement when I was informed that only the left cable was seized. Was the right cable also inspected and found to be in a similar condition? If so, that was never communicated to me. I would expect a clear explanation of the diagnosis and the rationale behind a repair recommendation before being asked to proceed with future work. I have been a loyal customer of both Toyota and Lexus for many years and have consistently trusted your dealerships with my vehicles. Because of that long-standing relationship, I was particularly disappointed by the lack of communication, engagement, and customer care that I experienced during this visit. The technician's video demonstrated a level of effort and professionalism that was appreciated, but the service advisor's communication and overall customer experience did not reflect the standards I have come to expect. I understand that service departments can be busy, but proactive communication and customer engagement are fundamental aspects of good service. I hope this feedback is taken constructively and used to improve the experience for future customers. Thank you for taking the time to review my concerns. I would appreciate any comments you may have regarding this experience. Sincerely, More