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Review of Toyota of Palo Alto

Always have a great experience here. Service is fa...

Always have a great experience here. Service is fast, appointments are easy, they offer bikes/shuttle for free. After hours key pickup available. Communication is great - website/phone/text/email all work well for coordinating appointments and pickups. My provider was Jared Weber - he's fantastic. He keeps track of the historical issues I've had with my car and follows up on them, he's super communicative and responsive, I always feel like I'm getting personal care and really good customer service. Also, I sometimes wait too long to bring the car in, so I deviate form the normal service schedule. Jared makes sure that I'm getting the service that makes sense for when I'm actually bringing my car in, doesn't just follow the service-schedule blindly. Super happy with this location. There's a great working area as well with wifi, coffee, snacks, etc.

Things that can be improved: Once when I took the shuttle, I had to wait a really long time. When I finally asked about it, they offered me free Uber, which was awesome, but I wish I had known that was an option before spending 45 minutes waiting for the shuttle that never showed. Or if they had better estimates of when the shuttle would be arriving, that would help me figure out if I can afford to wait for it.
Also, if the customer is going to be late picking up the car, the keys should automatically go to the after-hours desk, even without the customer calling to let them know, in case they lose track of time or are unexpectedly late. More recently this definitely happens. Once last year I had a little trouble getting the keys after hours, but eventually I did get them.