This review is about their SERVICE department - I ...

This review is about their SERVICE department - I have no experience with their sales branch:

The summary: unless you have infinite time to dedicate to calling them over and over, only to hear the phone ringing and nobody picking up or returning your calls, do not bring your car here for service. They damaged our car, then it disappeared for weeks with nobody knowing what the status was, and nobody kept us updated or called us. There was really no way to talk to anyone from the service department who knew about the status of the vehicle. Read more for details.

I brought my wife's Prius in for service and they made a dent in the side of the car while it was there. When we notified them they said we had to talk to a manger. The manager eventually got back to us and said that after reviewing the tapes they were going to fix the dent on the side of the car (although of course we still had to pay for the car maintenance service that was performed).

We left the car there for more than a week and still nobody called to let us know about the status of the car. I called them many times, and every time I got redirected to different phones where nobody picked up. I left my phone number to one of the customer service operators for someone to call me back and nobody did. After 3 days I called again, just to hear the phone ringing and nobody picking up.

I was finally able to talk to someone (selecting on purpose the wrong option in the automated service) and asked to be connected to a manager (I did this twice with 2 different managers). Both the managers I tried to reach also didn't pick up their phone and their Voice Mails were both full making it impossible to even leave a message.

There was literally NO WAY to know what happened to our car, if it was ready, or even to talk to someone who was not just a phone dispatcher with zero information. I have wasted hours trying to talk to someone and to locate my vehicle, in addition to paying lots of money for a very simple maintenance service and getting our car dented in the process. It's clear that they don't know how to0 do their job and they don't have a system in place to even assure a car doesn't disappear from the map.

If you want to worry for the next few weeks and waste mornings calling them, feel free to get your car serviced here. I don't have that time and since they displayed the worse customer service I have had so far in the Bay Area, I will definitely never go back.

UPDATE 1 - after another 4 days I still don't know the status of our car. Apparently it's in a body shop and they can't even get in touch with the body shop itself to figure out what the status of the car is (it's evident now that nobody knows how to use a phone). In the meantime we had to move 3 hours away from Sunnyvale without our car, which is a huge inconvenience and it also means that eventually I will have to drive back to Sunnyvale just in order to pick up a car that should have been ready weeks ago.

UPDATE 2 (09/05/17) - Called a bunch of times and left 2 voice mails to a service advisor different from the one who was "following" us (since that person has been MIA for 3 weeks now). Guess what? Nobody picked up, nobody returned the voicemails. I was finally able to speak to the Customer Service manager who, despite the fact he has a lot of improvements to bring upon the organization to even call his department Customer Service, tried to call the body shop (unsuccessfully) and then eventually went there *in person* to check on the vehicle. On one hand I was surprised to finally find someone helpful, on the other hand, an organization where not even the manager can get in touch with a department and has to physically go there to check on the status of a vehicle is just plainly ridiculous. Good news is that the car is finally ready (3 weeks later - fixing the side of the car they broke), bad news is that nobody let us know. So if I didn't take it upon me to waste my morning calling over and over, I might have never knew about it.

More to come after I drive there to pick up the car...