Norm Reeves Toyota of San Diego Auto Repair Service

Courteous, professional, prompt. Explained details throughout the service process. A pleasure to do business with and he helped me locate my parked car when service was complete.

My last feedback to Luis was fantastic but this time unfortunately not. And it’s just not Luis. This was a whole team failure. When I brought in my car 5/11 at 11a, I specifically told Luis that I wanted my transmission checked because of my car not being to reverse a few days ago, and, because of a super loud humming noise. The Toyota online forum mentioned this and it’s a very common transmission issue for the 2018 chr. He said it’ll take 2 hrs. I waited just in case the mechanic needed me to point out the obvious noise. I’ve mentioned this noise when my car was worked on for an oil change at 70,000 miles. Robert said that it was fine. The mechanics didn’t mention anything. I mentioned the noise again when I bought four new tires April 27. Luis said the mechanic drove my car around to test the tires and didn’t mention anything. Obviously, the mechanic was focused only to change my tires and consciously chose not to mention loud noise that I was complaining about. Finally I bring it back in because the reverse issue and because the noise was louder after the oil change. My supposed 2hr wait was now 4 hrs. I had to ask after waiting 2 hrs where was my car. When Luis checked on it, they just started looking at the transmission. When I was told I’d need a rental, I told and reminded Luis that I needed a HANDICAP car with a left pedal accelerator. He supposedly worked it out with Enterprise. It would take 24 hrs for a handicap car to be provided but that I could get a regular rental for the first 24 hrs. I told him I can use a regular car for a 10 min drive home but not for long rides to Los Angeles which was where I needed to go. This is where the failure really gets ugly. I call enterprise on Friday May 12 at 4p asking where my handicap car was. Someone was going to get to me and didn’t. I tried calling the call center to escalate the issue to the manager, no call back. I’m terrified that I won’t get my handicap car by Saturday morning because I had to drive to LA. After 6 calls and no I’m helping me, I had to drive back to LA in a non-handicap car. This was dangerous. I kept telling them that this is dangerous for me. Neglect neglect and neglect. Enterprise said I had to call Luis and ask him to put in an order for a handicap car because no handicap request was ever put in for me. Luis wasn’t working on Saturday so the service center took my call and said they would route the issue to the General Manager. No calls or follow up given to me. As I drive around in panic and in pain for using my right leg, I had to miss events and work because of my safety and pain concerns. Come Monday, no call from Luis or General Manager at Toyota. Instead, I get a call from Enterprise in the morning that Toyota will stop paying for my rental. I don’t have my car, I don’t have a handicap rental, and now I’m going to charged every day I have the rental. Finally Tuesday 4p, I get a call with a happy sounding Luis saying my car is ready. I was still in LA. There was no way I could drive back down to San Diego to pick up my car while the service center was open. I called back and the service center said that Toyota will pay for another day of rental. I even specifically told Luis that I’d be back in LA and that I don’t know if I’ll be back in San Diego when the car was ready. His estimate of the day the car would be fixed was Thursday May 18. NO ONE EVER FOLLOWED UP WITH ME ABOUT MY HANDICAP RENTAL. Obviously, Toyota and your contracted Enterprise DO NOT ACCOMMODATE HANDICAP drivers. I have been driving in fear and pain. So no, I have not be satisfied with any of this experience- waiting 4 hrs to get my car checked, lied to and lied to and neglected for my health needs, missing work and family events.

I scheduled a 7:15am appointment for a simple oil change. I get there at 7:10, didn't talk to a service person until 7:25am. I was told it would be done in about an hour, hour and half so I decided to stay. When 9:00am rolls around, still hadn't heard an update. It strikes 9:30am so I decide to check in on the status. The lady had to call the department as I heard "it was assigned to your team" as in they had no idea. I hear from her a minute later saying "it'll be a few more mins" which I kindly replied that I understood. 25 mins goes by and I finally hear my named called. I asked why it took so long, and she said they were short technicians. I understand the market but if that was known, estimate a better time frame as I didn't leave until 9:45am. What's the point of making an appointment when walk ins left before me who arrived after me? What's the point of making an appointment here when I could have gone to jiffy lube that would have taken an hour and half the price I paid for here. Might as well go elsewhere where time is respected and money is saved. Extremely disappointed in my experience!!!

Service should include exterior car wash

Everyone was friendly, the service was fast and easy! I especially liked the shuttle driver Jorge. He was personable and a great driver!

Great person to work with

She was very nice and professional with the service, fast and communication was excellent

Had an appointment for oil change and check alarm system and I was there for three plus hours. Was told were cars ahead of me. But I had an appointment. Appointments don't matter?

The only person I can in contact with was Denise .. she was professional and courteous …

She was very professional and thorough! Shared a lot of good information !

Denise was nice however she was correcting an experience. I had on May 13th at 9:45. I came in because my steering wheel was locking to a point where I could not get the car to drive. I was desperate for answers and really frustrated with the car. The 1st adviser that I spoke to immediately said that it was my fault. He ordered me out of the car and told me to recreate what I was doing as if I could do that at the drop of a hat. . Finally after him berating me for several minutes I asked for somebody else. This next adviser was nicer however he also was convinced from thebeginning that. It is my fault. I was told several times that that is how the car is designed and I asked in detail. Can they tell me what is going wrong? and they did not have an answer they said it just locks. They also told me that I am going to waste A-day because they were so backed up and wanted to show me the line of cars as if I made. An appointment to see A-line of cars. . Finally I was so frustrated I was moved to tears and left. I called back when I had regained composure and spoke with Denise who was kind and invited me back and finally I got my car looked at. . With the diagnostic I was able to see exactly what the problem was which is what I wanted from the beginning. I also noticed that Henry the Foreman was there on May 13th and was also rolling his eyes and laughing with the advisers as if I was some. Sort of joke. this is toxic masculinity at it's finest. Thank goodness you all have an employee like Denise. Otherwise this location would be causing harm and could potentially be dismissing safety concerns. Feel free to contact me if you like Theresa Silva.

Price was exactly as quoted & ready when indicated.

Q Holt was fantastic I was called that my vehicle was finish 1 hour before the quoted time I was very pleased because I was headed on Vacation Thank you Norm Reeves Toyota and W Holt

Excellent customer service

Great job done ????

Excellent service.thank you!

Karina was fantastic. She kept me informed about the progress of the service. Quick check in process and check out too.

Thanks for everything

I was waiting for an attendant to attend me it took them a good 25 minutes before they came to my vehicle. Also it felt like he didn't want to believe my concern.

Waited 1/2 in my vehicle for my 8:15 appointment. What’s the point of an appointment if you’re going to miss it by 1/2 an hour.