David Gellner

Review of Larry H. Miller Toyota

Admittedly, this service visit for my wife s 2017 ...

Admittedly, this service visit for my wife s 2017 Toyota RAV4 was better than our previous visit in March 2020 wherein I had to return to have corrected a leaking differential that was serviced and which spilled fluid on our driveway. This visit was much better in that I have not had to make time to go back to correct items. That positive improvement aside, I still think the dealership can and should do much, much better in terms of communication with its customers. At this point, it is at a near zero in my experience.

I was in for an oil change which is supposed to include a multi-point vehicle inspection and tire rotation. I can confirm that the oil was changed but can t confirm if anything else beyond that was done. Every dealer I have ever gone to aside from this one gives you a print out with the inspection report that includes things like tire condition, wear, brakes etc. All the safety items and more to keep you informed of your vehicle s condition and what you may need. Nothing like that from here. No inspection report, either written or verbally. My service advisor just put the paperwork for the oil change down in front of me and said You re done, it s parked out to the left. No explanation, no discussion or anything else. My unmasked advisor (only unmasked person in the dealer despite a sign saying all employees and customers needed to wear a mask) was walking away too fast to bother having a conversation with me so I cannot confirm if anything other than the oil was actually done or if the tires were actually rotated. I got home and double checked under the hood (as I always do) to discover that my windshield washer fluid had not even been filled up so I added a half bottle of fluid myself. Not the end of the world but one of those little things that should have been taken care of by the dealer on a service visit and not by me at home.

Contrast this with my experience the following week at a different local dealer for my own Honda Pilot and it was night and day difference in comparison. Service advisor gave me an inspection print out, went over everything, made recommendations on what might be needed in the future based on the condition of things observed and asked me if I had any questions. That is what I expect as a customer. When I got home I checked under the hood (as I always do) and everything was topped up including the windshield washer fluid and they also washed my car as a courtesy. Totally different experience. Which reminds me, LHM did not wash or clean the car. I m not sure if that is standard protocol or a courtesy they perform with this type of service so I will add the caveat that if it was not supposed to be done then I don t fault them at all for that. If it is something that was supposed to be done then it was missed. I also don t know if I was getting an attitude from my advisor because of my previous bad experience, review and after visit complaint, but I allowed them to correct that issue and came back for this visit. For the record, I understand that mistakes sometime happen so I was giving them the benefit of the doubt that my experience the last time was an anomaly and this time would be better and went into the experience with an open mind. Turns out it was only marginally better. In a busy household with 2 working professionals we value our time and rely on our cars to be properly serviced and reliable. Although we still have pre-paid maintenance items left I may look for other options as the aggravation and uncertainty of dealing with this service department makes me question if is worth using those pre-paid items or just calling those a loss and moving on.

EDIT: Kasey Webster, not sure if you will see my edit but you are welcome to contact me. Your service records have my complete and current contact information as does your service department. The last time I complained I got a call from your service manager Levi with his smarmy attitude. I am certainly willing to talk with you but I put the impetus on you to get in contact with me.