Art. Martinez

Review of Toyota of Alvin

Took my 2015 Corolla to Keating Toyota for a Pre A...

Took my 2015 Corolla to Keating Toyota for a Pre Approved complete paint job due to a bulletin put out by Toyota manufacturer explaining paint peeling from several Toyota models. My vehicle qualified after the Keating Toyota inspection. The customer support individual at Keating Toyota told me not to drop off my vehicle at the dealership but to take it straight to the paint and body shop in Alvin. When arrived to the shop I was told that was not the way it works and to take it back to the dealership. Keating is suppose to bring the vehicle to their shop and they also explained to me that I would not receive my vehicle back for at least two weeks after it arrived at their shop due to the volume of work in progress. I went back to Keating and they said they would call the shop and arrange a date when I could take it in and they would handle paint job within two or three days after they receive it. In addition since the manufacturer defect did not fall under a recall but rather a "Customer Support Plan or CSP" type program Keating Toyota does not have to provide a loaner vehicle but it is left at their discretion to improve customer relations. Fast forward I never got a call back from Keating Toyota during this time about when to drop it off. In fact, I went back to the paint and body shop on a Friday two weeks later and I was told to drop it off on Monday and they would "try" to start on that day and would contact me on Wednesday to give me an update. Still waiting for my car on Wednesday night and got no phone call. Kinda poor customer service considering all 4 vehicles of mine are Toyota's and I was considering buying another new one soon. But I can just about guarantee it will not be from this dealership.
Told my vehicle was ready today 11-20-20, guess what? Found a 1"x1-1/2 inch section of paint missing from the right edge near my front windshield and small areas of paint chipped off the front of my hood. The paint & body individual I spoke to said he would call the manager to see what they could do. Apparently whoever inspected my vehicle the first time failed to see some of those areas where paint was coming off and the paint and body shop will only paint the areas they are told to do. FYI they will not paint your whole vehicle like they say they might in the beginning. Only front right panels and both rear right and left panels where painted on my vehicle the first time. Keating GM and service manager responded today and for the record expedited the remaining work of the area of missing paint found today but will not cover the small chips of paint on my hood unless more paint starts peeling off from that area per Toyota manufacturer recommendations. furthermore, they are setting up an order to provide a loaner vehicle at this time due to amount of time that has exceeded their promise to return my vehicle at their own discretion. As a result I am updating my review accordingly.