Norm Reeves Toyota of San Diego Auto Repair Service

This was my fifth visit to the Norm Reeves Service Department to correct delivery deficiencies that should have been addressed prior to sale. Within days of purchasing my 2022 Tacoma as a Toyota Gold Certified Pre-Owned vehicle, I discovered that both rear seat grab handles had not been reinstalled during reconditioning and that the vehicle was delivered with only one license plate. I contacted David (sales), who referred me to Sufyan for plates and to the service department for the grab handles. During my first oil change, I also identified additional concerns that raised questions about the thoroughness of the CPO reconditioning process, including seized and corroded skid plate hardware, underbody areas that did not appear to have been meaningfully inspected, dirt under the engine cover suggesting it had not been removed, and missing fuel pocket bumpers. While none of these items were catastrophic, they collectively reflected a lack of attention to detail inconsistent with the expectations associated with a Gold Certified vehicle. Despite scheduling appointments in advance, I repeatedly waited 30–60 minutes past my appointment time, only to be told that the service manager was unavailable to approve parts or authorize corrections. On one occasion, my vehicle remained at the dealership for over six hours without resolution. These were not complex repairs — they were basic delivery corrections. After five visits and multiple Saturdays spent at the dealership, I am disappointed that straightforward issues were not handled efficiently or proactively. When purchasing a Toyota Gold Certified Pre-Owned vehicle, I expected a higher standard of inspection, preparation, and post-sale support than what I experienced. I hope dealership management reviews both the CPO reconditioning process and internal approval procedures so future customers do not encounter repeated visits for basic delivery corrections.

thanks

Set appointment for 9am. Checked in at 850am. Was told service would take approx 2 hours. Didn't complete service till 1145. Almost missed doctor's appointment. Service needs to step it up comming from a former Toyota mechanic. Use to be 29 minutes or less or it was free. Different times I guess.

A Check Engine warning sends chills down your spine, especially with almost 200k miles on the odometer. Denise Lopez coordinated the drop off and service requirements flawlessly to get my ride back on the road in just a couple d greatly appreciate and highly recommend value her advisor expertise!

Service was great, thank you!

Angelo was great! He was very friendly, his communications were timely and informative, and the whole process was very easy.

From the moment I arrived, I received spectacular service. Thank you so much for your attention and the way you treat your customers.

My car was finished and parked the service tech brought the paperwork and my keys in, I seen him do it I waited 5 minutes 10 minutes then 20 minutes . And no one came to get me so then I got the text that my car was ready so I got to the service podium and ask about my car and no one knew anything I told them my car has been ready and parked for 25 minutes how long those it take to check me out ? I’ve never had any issues before but this today was ridiculous

Great service

Denise Lopez and her team are amazing!!

Q was amazing 10/10

good service

Took in my car for a simple 10,000 mile inspection at 8AM on a Saturday. I called numerous times after 1PM since I didn't hear back with a status on the car. They never called back or texted. I had to go in person on Monday afternoon to speak someone. Only to be told that their phone system is not the best and they don't receive calls. Unacceptable.

She’s amazing!

Q, as always, was helpful as my service adviser manager. He explained well the need for routine service and some unexpected repairs.

Technician for this service did not meet expectations. Service advisor Denise was satisfactory but she really should know about the technician who serviced her client’s car. There was protective plastic covers and a paper floor mat cover still rolled up inside the car cabin. If this basic courtesy procedure to keep the car sanitary was not followed, who knows what other corners the tech cut. This I thought was standard to keep the car covered and have a paper floor board in place. Awful technician.

Everything was perfect. Jessica was friendly and knowledgeable. Harry the shuttle driver was also pretty fantastic.

The service was great! Thank you!

John Bautista (Service Advisor) actively listened to my maintenance concerns and took action to have these issues inspected/evaluated and resolved.

He was great - fast, professional, and kind.