Aui Petere

Review of Gateway Toyota ,Inc.

My previous experiences with the service departmen...

My previous experiences with the service department have been amazing. This most recent one was very frustrating. Came in for an oil change and general maintenance service, normally it's taken an 1-2 hours (which I was completely fine with) this one took an extra hour. That's not the worst part, I was in the waiting area waiting, two hours pass then the third hour passed and I noticed my vehicle sitting in the lot all done... I was thinking alright should get a call soon. Waited another 40 mins and I had to call my service advisor to get a status update. Service advisor answered saying they had a solution to my problem with the vehicle (clunking sound with the brakes), was given the solution and asked if I wanted to proceed with the fix as the tech "had it apart". Which it wasn't because I've been staring at it for an hour in the parking lot. I told the advisor I would ask my father if he wanted it done and he said not to. I called the advisor, got sent straight to voice mail. Waiting on the call I was hoping the service advisor would admit that the vehicle was already done. I got the call and the service advisor said "Okay give me 5 minutes the tech will put your brakes back together" As the advisor said that, I was still staring at my vehicle which was parked in the lot. There goes my trust with the service reps at Gateway Toyota. A real bummer as service here was always great. Bottom line is, if you're going to lie to a customer make sure they can't see their vehicle all done in the parking lot.

Edit May 2020:
I brought the vehicle back to them for an oil change and 4x4 service. Service was really great this time and even solved a question post service over the phone. My confidence is back with their service department. Good service