Gateway Toyota

The absolute worst Service Manager you could hire. The staff provided incorrect information followed up by no resolution of the issue. Then when I called to discuss, I was completely berated by the Se The staff provided incorrect information followed up by no resolution of the issue. Then when I called to discuss, I was completely berated by the Service Manager and blamed for the error. The most deplorable customer service from an incompetent and insolent "service" Manager. Not to mention was charged for no actual diagnosis or resolution on a Toyota product. The General Manager further denied the mistake, although he said that he would have never directed the staff to conduct themselves in the manner they acted. Gaslighting customers is not acceptable or appropriate. More

I had a great experience with the sales agent and finance manager. They were so accommodating and helpful to fit our budget and the car of our choice. The ordered car had arrived few days ahead the target da manager. They were so accommodating and helpful to fit our budget and the car of our choice. The ordered car had arrived few days ahead the target date, & I am so grateful with the extra miles Ethan did since day 1 that we went for car shopping. After deciding to add accessories of undercoating & xpel, After paying, my car been transferred to service for the accessories installation. It stayed there overnight then we picked up the next day, afternoon.The car been parked outside under the rain & been raining overnight & the whole day. Undercoating were oversprayed on the muffler, engine & hood. I called to complain & was scheduled to go back for service to clean the oversprayed undercoating. Service advisor, release the car to us and I feel the push of rushing us to leave but I told my husband to open the hood and checked thoroughly as they messed up already the first time. And yeah to find out it’s a worse & bigger damage to my 5days old car. It was a bad treatment, no good resolution, friction and very frustrating. It sounds like it’s my fault on the way the service manager talked to me. Checking their video that I came late for appointments. The technician sprayed degreaser to the engine bay. Discoloration on the hood paint, the manager said it cause by the lubricant in the hinge that is melting which applied by Toyota manufacturer but what a co incident that the area is where the mess of the undercoating. The worse, some plastic component & hose in the engine Bay Area had brittled. The electric tapes use in wrapping some of the electrical wirings & hose coming off. We don’t know what further damaged it was cause. The strut mount paint came off and scratches were noticed. The only thing they want is to replace the strut mount but for a 5 days old car with the hassle, time waste, unworthy paying of a brand new car and be damage by the dealership service. The worthy & fair resolution they need to do for me is to replace my car in a manufacturer’s shape/ condition or to refund my payment. But refuse to settle that way. So fox, be vigilant. Don’t be a victim. Everytime you go for service. Always check. Know your right as a customer. I am even accused by the manager of yelling at her employees but I did not as I was just talking to her & her technician, explaining my side and my frustrations. They walked out when my husband pointed the damaged strut mount & other scratches in the engine bay. It was a nightmare 😢 horrible experience in this dealership service. More

I bought a new Toyota Highlander from the dealership in 2022. The sales experience wa great. Service afterwards, however, has been a constant issue and continues to decline. 1. My trunk liner was not avail 2022. The sales experience wa great. Service afterwards, however, has been a constant issue and continues to decline. 1. My trunk liner was not available at the time of delivery. It was covid times, so I understood. I was told that I would be called when it was in. I never received a call and when I followed up, they had sold my liner and had to order a new one. 2. I was noting an issue with my transmission during specific rpms. The service advisor arranged to have me do a diagnostic drive with the foreman, to replicate the scenario. I was told to drop off in the morning (pre 8 am). I arrived and was told the foreman wouldn't in until close to 10 am, and did I want to wait? Umm. No.... why book me in this early then?3. I've never had service wash my vehicle, return my settings, or clean my mats. My previous dealer would do one of those items, and return my settings, as best as possible.4. This was the straw that broke the camels back. I booked for a regular maintenance service and asked for my tire pressure monitors (TPM) to be reset.  When I picked up my car after service had closed, I noted new scratches on my vehicle and the TPM sensors weren't reset. I emailed the dealership that night and dealt with Doris the Service Manager in subsequent replies. Doris was dismissive, and often argumentative. In the end, she offered to have a tech buff my vehicle out of goodwill. A nice reply to me could have said, "i understand that you're unhappy with your service and we want you to be comfortable with your service here. We can have a tech look at the scratches and buff them out for you." I would have been happy. Instead it took emails of her arguing that the videos showed nothing (the walk around video definitely showed no damage on the hood of my vehicle), and my car was on two diagnostic test drives, in addition to sitting in the lot without video. I don't expect the dealership to admit fault, or an apology, but how i was spoken to was unprofessional. Never did Doris pick up the phone either, so we could have a logical conversation. Regarding my TPM reset (or lack thereof), Doris stated that my tires arrived with different pressures, and that they topped up the air "free of charge." Good grief, I should hope so! Never has a dealership charged for that service during a maintenance service on one of my previous vehicles. During that service, I was told the vehicle would be washed (it wasn't, and some of the new scratches had the dirt wiped off as if someone was trying to see how bad it was). In addition, my paperwork stated they called with a quote and update in the morning. They had not - I didn't receive an update until 1 pm,  when Iwas told that they would require my vehicle for a second day. On the second day, I failed to hear from them at all, and had to call them in the late afternoon. I don't care about the wash. And politely offering, and buffing out the scratches would have been enough. But the tone and method in which communication was given was not ok, and my trust with the dealership was at a breaking point. I went out and bought a new Mazda and traded in the Highlander. I've never gotten rid of a car that was so new before but, the stress and hassle of dealing with Doris and Gateway Toyota was enough for me to go elsewhere. Avoid. Avoid. Avoid. Doris would benefit from some additional training on customer service, and perhaps a verbal judo course to ensure her language de escalates a situation. Parts Desk could use additional training on customer service, and a new method for tracking arrivals and communicating to their waiting customers. Edit - wow, how is Doris still employed, or hasn't received corrective training yet? Gateway Toyota, we can't all be the problem here. More

It sounds incredibly frustrating to have such a long wait for Toyota Sienna XSE, especially after paying my deposit and being a loyal customer for a decade. Getway Toyota lack of communication and failure for Toyota Sienna XSE, especially after paying my deposit and being a loyal customer for a decade. Getway Toyota lack of communication and failure to deliver on their promises is disappointing. On other Toyota dealers in Edmonton, you may experience a delay, but in this dealership, it seems nobody cares. Now, I moved to Mitsubishi, where the dealership is way better than Toyota dealership in terms of customer service, reliability, and price. If you stick to Getwzy Getway Toyota, you missed a lot. My advice is: Do not give your business to those xxxxx. More