Norm Reeves Toyota of San Diego Auto Repair Service

Denise was very pleasant to work with! Thx!

Q Holt was nowhere to be found for most of my visit yesterday. I had to actively seek out help to both check in and get my car keys to check out. Other service reps were equally busy trying to figure out their computer problems or ignoring me wandering around trying to get help. I asked if a manager was available and one rep said there is no manager onsite today. I’ve been coming here for 14 yrs and really have noticed the service quality has really gotten to the point where I’m taking my business elsewhere.

Kind and helpful

Our service with Richard Pomplun was outstanding. He was very patient and respectful answering all our questions as best he could. Richard spent quite a bit of time with us being very thorough. We left knowing far more about our Prius Prime! Thank you, Richard!

Very nice first-service experience for my new car.

The comment is general not for the employee Jessica only. Approximately 2 years ago they have lost a lot of quality in everything, I had an appointment for 12 noon and I arrived at 11:20 long before the scheduled time, when I arrived there was only one car in line and of course I was the second. When Jessica met me, she asked me the reason for my visit and I told her oil change and routine checkup and tire rotation, which they do regularly. She asked me if I was going to wait for him. I told her yes, I always do it and she told me that the wait is long. approximately 2 hours, a time that is almost always normal. It turns out that at 2:34 they sent me the link where they tell me all the things that the car requires after having waited more than 3 hours without anyone approaching me to tell me anything and the car workshop was full and the lines were long while I saw that people who arrived long after me left earlier because I saw that they were called and told that their car was ready and I was still waiting. When I opened the link I started reading and it said a number of problems that the car had including rear brakes, immediate maintenance and Jessica arrived at my place where I was waiting without knowing how I was going to feel due to so much waiting and she asked me if there was I saw the link and he began to explain to me what he had to do to the car and I had already read that the total cost was greater than 1600.00 dollars, which I do not understand since on the last visit that I took him for the oil change, he I changed the 4 tires and other things and according to them they did general maintenance and the cost was more than 2000.00 I immediately responded no, a little indignant, but I never showed it to her nor did I give Jessica any bad form. She responded, "I'll let you know and when it's ready, I'll give it to her and that's how it happened. and at 2:55 he calls me to give me the car and make my payment of course. I have many concerns, since there are a lot of new staff, which catches my attention because since I bought my car in February 2013 at that agency I have always done the maintenance with you, Javier Hernandez, an excellent employee, plus the others who worked with him. At that time, the treatment has changed a lot and my car turns out that I only use it to go to work 13 miles from my house every day and I had never been told that it had as many problems as the last two times I have gone. They always delivered the pertinent reports of what had been done to the car and the problems it had and might have in the future for the client's knowledge and the last two visits they did not do so, they only delivered the report of the reason for the visit that was required. for the client and what was done to him, there were always promotional discounts and that disappeared and they crudely tell you no and the oil change prices have risen abysmally, the treatment is no longer friendly and the truth is I'm sorry to tell you that I will not return maintain my car at your agency, because I have been talking to several clients and they agree with me in the statements that I have presented, they tell them the same thing that the car has and that it needs emergency maintenance and other things and I do not believe they are true. hope you read this comment carefully so that you can go back to what you were before, it is clear that something happens when all the old and long-standing employees who had a smile and a friendly treatment are no longer there, in addition to the other things. raised. If you find it of interest and help, you can contact me directly and I will know how to express the above if you want to improve. For now I won't be going to maintain my car anymore. have a good night.

Robert Farr is the bomb.

He is very good whit the service I am very happy thanhs

I was told that my car would be done by the end of the day. I rescheduled my appt and it got confirmed and I asked again if it would be complete and was assured it would. Called another time around noon over the phone and was told by Q that it would be done by 4. Received a text and call around 428pm saying my car would not be complete. Called and got ahold of Q and he pretty much told my wife that we could get our stuff out if needed. So we went down and he couldn’t get into my car. After this ridiculous showing by him he pretty much just gave up. My wife walked In and talked to a manager in sales and he was gracious enough to help and call sergio to come down and open the car for me. All i ask for is a little communication. Sergio said he told Q at 11 that it wouldn’t be done today and Q flat out lied to us. we have bought 2 cars from you guys and our other one is coming up for a lease expiration. We were satisfied with you guys before but after this showing of your guys service dept we might go somewhere else. You guys did several small things on this used car that I wasn’t a fan of but the deal was good enough that I over looked it. Idk if I can over look this. Sergio was nice and his work was very good. but the service from Q was completely unacceptable.

The service was In a timely, with professional courtesy, I will look forward to more service,I will recommend that Toyota service to friends also . Thank You for Today’s service.

Robert was very thorough and my first choice for a service advisor.

Contento con el trabajo y la señorita Denise Lopez muy servicial

John very helpful , good service

Every thing went well.

Thanks to Karina who provided exceptional customer service. She explained everything clearly and when I was done went over all results. I feel confident that my car is in the best hands.

Jessica has always gone beyond to take care of me! She is a great asset to Toyota

The girl who helped me was very sweet and attentive. Thank you for your excellent customer service skills!!!

It was quick and no long waiting and helpful thanks for whoever handled my service.

I arrived at 11:45am for a 12pm appointment that I had made a week prior. I was informed that it would take about 1.5-2 hours. Having been to your location before, that was my experience so I expected the same. I previously went only to your Carlsbad service center but opted for a closer location due to moving a couple years ago. When I arrived, Richard said it might actually take up to 3 hours due to staffing. I had my dog with me, since I didn’t expect it to be more than a couple hours. I was already checked in by this point, so I felt I had to just deal, but would have loved a heads up in advance as I would have rescheduled. I had to take time off work for this. So we’re waiting in the room and end up just taking the shuttle back to our home (thanks George!). He tells me he’s off at 3:30 and the other shuttle driver didn’t show up. Richard calls to let me know that it’s taking even longer and offers a discount, which was kind. So time is ticking and it’s 2:50 but I haven’t heard back so I call Richard again, since I knew George has a cutoff time for the shuttle pickup. Richard gently lets me know that my car is still not done. I have a 4:15pm meeting so I let him know I probably can’t go in to get it today. Around 3:30, Richard calls me again to let me know they are working on my car and found a nail in the tire. I had no idea about this and appreciate the team taking care of it and giving a discount on the repair. Flash forward to 4:36 and I’m on my work meeting call. I get a call from the dealership so I mute and step out of my meeting to answer. The lady on the other end says my car is ready for pickup. I remind her that I’m not coming in and she says she has no idea about this. Had I waited at the dealership, I would have been there from 11:45am to 4:30pm!!! That’s a whole work day! Richard was very communicative throughout the process, thoughtful and kind, and I appreciate the discounts. I know staffing issues are out of your hands, but yikes, that’s a lot of time for something that typically takes a couple hours.

Fast and efficient!