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Many phone calls to ‘customer service’ were met with ‘she isn’t here, she has no set hours’. They have never made any attempt to apologize or make things right. I have 2 unanswered emails to the owners several days apart and Toyota itself says that there is nothing they can do. AVOID at all cost. ‘Service’ has no customer service or integrity.
I called to bring my truck in for recall(frame corrosion). I was scheduled on Thursday and asked for a loaner. I was told no, the work would take under an hour(I thought they were just examining the frame so I did not think this unreasonable). When I arrived, my paperwork said ‘waiting’, and Keith mentioned calling me later. I told him I was waiting and he said the work would take a minimum of 72 hours and as much as 6 weeks. I was flustered-I had a full schedule and items in my truck I would need, since I did not plan to leave it. I told him I needed a loaner, and he said that I could not have one because I didn’t have collision insurance on my(12 year old) truck. I told him that I do have collision on a newer vehicle, but it didn’t help. He acquired a Enterprise rental for me after an hour. I gave someone in service my keys, and they later handed them back to me with my keyring broken off, saying nothing. There was no apology at any time for any of the miscommunication/errors. I heard many complaints about how busy it was(mention of being out of loaners)-I should not have been scheduled if there were too many appointments. It isn’t like I demanded an appointment that day, I would have been happy to come back weeks later. Keith said that if the truck passed it would take 72 hours *just* for the powder coat to dry, so I did not worry about picking the truck up/bringing the car back until at least Monday. This was important: I knew I had no availability on Saturday.
Late Friday, I got a message to get the rental car back by 11:30am Saturday and that my truck would be ready at 12pm. Confused, I called back, & was on hold for 10 minutes then disconnected. The next time I could try, they were closed. I called first thing Saturday, knowing I had a full schedule and wanting to give notice that I could not get there that day. I could not get through for 20 minutes, and when I did, the woman snapped that it was morning rush and they had 30 cars to sign in. I explained my situation to someone in Service, including that my truck could not be ready and that I could not bring the car back. I was threatened with charges for the rental car if I did not bring it back in 2 hours(by 11:30am). I pointed out that it was not even taken apart late Thursday. He said that Toyota will not allow rental cars for >2 days, which contradicts what Keith told me(>72 hours, which landed on Sunday when they were closed, up to 6 weeks!), meaning my work was rushed. The Enterprise paperwork said I had the car until Monday. I attempted to get customer service at Colonial. I was hung up on after being told there was no one there. I had no idea what to do-risk serious consequences for canceling commitments or risk unfair charges for a rental car, and pick up a truck that should not be ready. There was no interest in working with me, compromise, apology or concern. I could have made it later or on Sunday but that was unacceptable to Colonial. Desperate, I threw away most of my day but still could not be there until 2:30pm, especially on such short notice. Service grudgingly agreed to this.
I arrived with 2 people in front of me, so waited a while. I was told my key was in the truck. It was locked, I opened it with my spare key and could not find a key anywhere in it. I asked if the truck would be locked with the key in it and was told no. In a hurry, I opened the door into my eye very hard, and it was swelling and tearing. I asked the front desk person for ice and was told to go ask the person serving coffee. She was wonderful and did get ice. A salesperson and customers checked on me but no other employee, including the front desk person, expressed concern. I got a black eye which is my own fault, but what cold, uncaring staff. The front desk person said she ‘wasn’t done snapping at’ someone which I found very unprofessional. She does not belong in a customer centric role, nor does the person answering the phone. I have worked retail and know that it is difficult dealing with customers, but if you are not a people person, you need a job away from the public.
When I picked the truck up, I was given no info. On the road, my behind the cab utility box slipped: the screws that held it in place were missing! It was completely loose, but appeared normal, a serious hazard to anyone behind me. If it couldn’t be reinstalled the way it was, I should at least have been warned! Incredibly, my key was lost and after 40 minutes of waiting with no update, I had to request that it be mailed. I never heard so I guess someone has my home address and a key to my vehicle. Not to mention I have to have keys made. This just blew me away, I trust that my key will be taken care of/accounted for. Again, no apology whatsoever. They did try to hand me keys, but the tag was for a different vehicle, so I refused them(the poor owner-I could have taken them!).
I do not yet know if the work was done correctly or if corners were cut to get it done so quickly.