We had a poor experience with this dealership.

We had a poor experience with this dealership.

We had a 2pm service appointment and after standing there for 10 minutes, an advisor came to "help" us.

Since all we wanted was an oil change and a routine check-up, he said it would be done in 90 minutes and they would call us when it was complete.

At 4pm, having not heard back from them and knowing the dealership was closing at 5pm, we called back and were told no advisor was available to speak to us. They promised to call us back, which they never did.

We called back later that evening as well as the next morning and the Toyota corporate rep who the call was transferred to said she could not reach the dealership.
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Convinced that the dealership would never call us back, we went to the dealership later that morning.

Our service advisor was there and we asked him about our car.

He seemed very surprised that no one called us yesterday when our car was ready (the service was indeed completed the day before). The advisor profusely apologized and without hesitation, waived the fee for the service.

We certainly appreciated those gestures on our advisor's part and it showed that he understood the significant burden and frustration that the dealership dropping the ball caused us.

We also asked why no one at the dealership was able to be reached (even by Toyota internal customer service representatives) by phone that day and we were informed that the phone system does not work on Sunday.

The dealership management did call us back the next day and apologized, which at least showed they understood that they dropped the ball. They did seem surprised that their phone system was not working, though, which again let me to conclude that their operational system was not up to par.

I am glad we finally have our vehicle back but my conclusion is still that this dealership is likely too much of a risk to business with.