Norm Reeves Toyota of San Diego Auto Repair Service

John was quick and thorough in providing service. Thank you John!

Very accommodating and great customer service. Took care of everything that was needed and in a timely manner. No complaints here from me

Great

Fast service. Thank you

Thank you one more time Mr.Q.Holt for a great service .

Each time I get service your people tell me two hours and it has been from over 3 to 4 and a half. Get real or give people progress reports. I appreciate how hard this is to do and I like your people and know they are doing the best they can. This is a systems problem, not a people problem.

The delivery very well and on time.

John Bausti good services ????

Good job

On Thursday, April 18, 2024 at 10:35 am, I came in for an oil change appointment with Denise Lopez for 10:45 am. I was taken care of between 10:35-10:45am by Denise. I was never brought into her desks and type of service appointment was asked/confirm while I was in my vehicle. Upon exiting my car, I received a text message confirming my appointment and a link for any updates that may arise during my wait. Unfortunately, this would be the last time I would see Denise and an update of any sort. During the entirety of my visit, I did not hear from Denise, whether it was about my vehicle or any sort of check-ins. Between 12:35-12:45pm, I went into the Service Department to look for Denise; however, I was not able to locate her, but I was able to find another female service advisor. I immediately told her that I have not received any check-ins for my car. It did not seem like she wanted to help me at all; however, she asked for my information and notified me that she will check-in with the technician. The service advisor then gave me an update that it will be finish in about 25-35 minutes. As I waited, I noticed that multiple service guests who arrived shortly after I did was able to leave and finish their transaction immediately. At around 1:00-1:15pm, I noticed that Denise was back in her desks. I still did not receive any updates; however, was in conversation with other technicians and other service advisors. After waiting for 25-35 minutes, as a I was advised by the other service advisor and no update from Denise, I went over to her to ask for an update on my car. Her immediate response was, "Give me about 5 minutes." Furthermore, not to my surprise, I waited another 20-25 minutes and it is now 1:35pm. I then received a notification that my inspection was submitted and finished at 12:49pm. Therefore, for an hour, I waited without any update, without any acknowledgment from Denise, text messages, phone call, etc. After waiting an extra 20-25 minutes for Denise and receiving my update an hour later, I immediately went up to Denise and asked her "What is going on with my vehicle?" I was given a reasoning along the lines that my vehicle was "unsafe to drive and as a result, my vehicle was in the back due to its danger." At this point, I have been at the dealership from 10:35am and it is now around 1:40pm with other guests who arrived after I did, leaving immediately and was taken care of. If my vehicle was dangerous to drive or use, I was not given an update up until I came searching for information and even if I was given an update, the amount of time I have been at the dealership would have given me no time to get any of the work done given I had other obligations to tend to for the rest of the day. Therefore, a solution or next step was nonexistence. The most important thing to keep in mind here is that I arrived early for my appointment and during the duration of my appointment, I was not given an update since arriving early that morning while other service guests who arrived after I did, were taken care of within an hour or 1 hour 30 minutes time frame. I realized at one point, I was the only guest in the lounge area. In total, I was in the dealership for 3 hours. I have over two years of dealership experience, specifically, working for luxury car dealership and I am highly aware of how the service and sales department operate. Therefore, more times, I am an ally to dealership employees; however, my experience at Norm Reeves Toyota San Diego with Denise Lopez was highly inexcusable and I would not wish upon any other service guests nor recommend. I am highly unsatisfied and felt disregarded during the entire of my visit leaving me speechless. I would like the service manager/director to contact me immediately at ****-****-xxxx. Due to this experience, I am highly hesitant to visiting again or working with Denise Lopez.

Car is having the same problem

Luis was friendly and helpful. He listened and understood my concerns and predicament and responded appropriately. It was a pleasure working with him.

Excellent customer service

Ok thanks for service

I had an appointment for 11:30, I arrived at 11:15 and told it would be ready by noon. Car was finished at 12:30.

Luis is a joy to work with. I am always so happy when he helps me with my Prius's needs. I know I will get what I need done, and with kindness, patience and respect.

Karina was awesome. Very knowledgeable, friendly and focused on making sure I had a great experience today. 20 out of 10!

The best.

Rosalina was fantastic.

My experience was great. He was friendly and helpful the morning I turned in my car.