Norm Reeves Toyota of San Diego Auto Repair Service

good service and very friendly

I would like to express my deep dissatisfaction with the customer service I received from Denise López during my recent visits. From the very first interaction, her tone was sarcastic and rude. I was accompanied by a friend who helped translate for me. Once she noticed this, she deliberately chose not to speak to me in Spanish, despite being fully capable of doing so. Fortunately, my friend was able to assist me. When I mentioned an issue with the side mirror being loose — which had been that way since Denise first assisted me — she dismissed my concerns and refused to have the truck inspected. I had to escalate the issue to Abdul, who was kind enough to listen and assist. During my second visit, the mirror was still in the same condition. Denise again refused to take responsibility and told me, “You hit it. It’s your responsibility.” I reminded her that I had already reported the issue from the start. Had I caused the damage, I would have used my insurance to repair it — but I’ve never had a vehicular incident with this truck. Again, Abdul had to step in, and only then was the mirror inspected and repaired — a process that took two days. Thankfully, Toyota accepted responsibility, but at no point did I feel that Denise was genuinely trying to resolve the issue. Throughout this process, I called her multiple times a day (around six times daily) for updates. She never answered my calls, and I had to use different phone numbers just to get through. Her unwillingness to communicate, her dismissive attitude, and her overall lack of professionalism were unacceptable. It is disappointing to encounter someone with the ability to communicate fluently in both English and Spanish, yet who chooses not to help. Denise López demonstrated extremely poor customer service.

Staff (especially Simona) was friendly and helpful. Waiting area was nice. Glad the service staff found my tire problem. I plan on continuing to use you for future services.

Very good service , necessary recomendation are very well explained...

Simona displays the best customer service. She's efficient, polite, and very respectful. She made me feel like a VIP customer! Please make sure to let her know how much I appreciated her very much.

She helped me with my car services and had no issues, thank you!

Great fast service

Speedy Service Professional check in Agent with Sommon

Everyone was very nice, however, I've noticed since Norm Reeves took over from the Toyota dealership the little details that make a huge difference have been overlooked. Due to that I would give you only 3 stars.

quick service reasonable cost

I requested the wheel alignment report from the service advisor twice and have not received it.

Richard was very helpful and kind.

Thank you Denice Lopez! Thanks to all the great service technicians!!

Q is an excellent service writer. He explains everything thoroughly and assists with securing a shuttle when needed. I have gone to Q for years and have always been pleased.

Q Holt is the Best. Always delivers the Best Guest Service. He has been my Service Manger for 17 years

Took almost 3 hours only for oil change

Only problem I had was I brought my 4 runner in at 11am and it was ready until 2:30pm. It never took this long to service my vehicle.

Karina was so professional and she always handle my car and answers my questions with honesty.

Great communication and service

Jessica was great in every regard!