Norm Reeves Toyota of San Diego Auto Repair Service

Excellent service by Mr Q holt.

I dropped off my car at 7:30am on a Wednesday for a defective airbag on the drivers seat (still under warranty). Luis told me he would call me the next day. I didn’t hear anything by Friday so I called and texted the number that texted when I checked the car in asking about the status of my car and didn’t hear back. Saturday morning I call to find out what’s going on and they tell me Luis is off that day and someone else would call me. After about 3 hours of waiting for the phone call I decided to show up to find out what’s going on since I needed the car for the holiday weekend. They said the car would be ready Tuesday since it was Memorial Day weekend and they closed Monday. At that point I couldn’t do anything about my car so I asked for a free tank of gas for the rental since it wasted a lot of gas compared to my hybrid Camry and I believed that was the least the dealer could do. I was told that there was no manager on duty, which I didn’t believe and told them there was no way that was true. I insisted to speak to someone that could approve a free tank of gas since the communication had been horrible and I was only supposed to leave my car there for 1 day. After the third attempt to talk to a manager a salesman walked me into the financial office and said that I was demanding to speak to a manager. I told someone exactly what was going on and what I wanted and out of nowhere a gentleman said “you want a free tank of gas? I’ll give you a free tank of gas. “ and that’s it. I asked for the GMs contact information and the same gentleman showed me online where to find it. I then realized I was talking to Talha Kazmi a sales manager, which made me realized that a Norm Reeves sales manager did not care about an upset customer in the lobby. He never once introduced himself as a manager and never did he acknowledged the fact that I was upset for the lack of communication from his dealer. I don’t know what happens behind the scenes at the dealer but I do believe that I should have been informed of what was going on with my car. I picked up my car the following Wednesday because I called Tuesday and the receptionist said Luis would call me back and all I got was a message that they were finishing up and would call me when is ready for pick up. I texted back around 3 pm asking if it would be ready and no reply. I called first thing Wednesday and I’m told Luis if off again and a service manager would call me because I explained on the phone what was going on. Around 1 pm I get a text that my car is ready. They had my car one week at the dealer to changed a defective airbag and a whole week went by and I never received a text or phone call with an update about my car. I had to cancel plans to go to Mexico for the holiday weekend because I couldn’t take the rental car to Mexico. There are no excuse for the lack of communication and lack of professionalism from the sales manager Talha Kazmi. I’ve bought 6 cars from Toyota since 2012 and I will keep buying more just not at Norm Reeves.

Rosalina was great! Especially when I felt that there was something that needed to be corrected. Fan on the air conditioner was whistling. She got me scheduled and they fixed it.

Karina provided great service.

Turn around time on the service was excellent.

Good and fast service thank you

And your interest r stinks. It just deleted my message

Simona was excellent. Pls tell her I really thought it was first class service when she walked me out and clicked on the fob to show me where the car was parked after service. Little thing but really thoughtful. In the past the service person just pointed in the general direction of where my car was parked…

excellent treatment

Great service all around. Loved how the staff treated me with from the moment I arrived till when my car was ready.

Joshua was meticulous in explaining to me what is involved in the service and provided me an estimate of the time needed. I was happy about the result and also about the process of the service.

Luis was awesome! He put the condition of the vehicle in words that were factual and at the same time a learning experience. His words never caused me to think he was trying to sell me. Instead, I felt very much that he was helping me the best he could, more like my friend!!!

Thank you ! Complimentary maintenance service was very appreciated. I wish I had received a text when the service was complete, but very satisfied!

Thanks for the excellent service keeping my 2011 Tundra with 255k miles on the road and going strong!

Q Holt is perfect

Excellent service. Friendly, helpful and knowledgeable staff. I always enjoy working with Q Holt.

I feel I was overcharged for the same service I received back in November at a different location. Service member did not want to apply my Triple A discount. I wasn't called when my car was ready.

I was given completion times on my service that were HOURS underestimated or optimistic; is this company policy? Maybe a " I don't know exactly" would be better, or more updates with customers would be good for customer service. I was also not told there would be such a large increase in cost just to "rotate" tires.

Great service!

Not sure who Larry is. Maybe he painted my car? Which looks immaculate by the way. I mainly talked to Ray in the Body shop and always felt heard. Very helpful staff in general. Thanks.