Norm Reeves Toyota of San Diego Auto Repair Service

All good

I received the survey thru my email and responded there. Happy to say that I received excellent service and Denise was very great in attending to my car needs.

Excellent service

There was a disparity between what my mandated installation of a defroster part and the time it took to deliver my car. The sheet said it would take about an hour and a half to complete the job or perhaps 4 1/2 hours if they had to replace the air-conditioning component, it took them a total of over seven hours to do this job. One would think management would prepare the line mechanics for such emergency required installations.

It was a great experience overall and I will be returning with all my future needs. Thanks!

Excellent communication and fast service

When I checked in I wasn't given any paperwork which is cool I don't need more paperwork but I didn't have a contact number to get in touch directly with my service advisor . The phone system gave me all kinds of choices but I didn't know who my service advisor was , and when I tried to get a hold of you guys i didn't hear back for an hour . Apparently I called right when my service guy went on lunch. When I finally heard from him he was going to order me a Uber which was very kind of him by that time I had already secured a ride in . When I had him on the phone i was asking him if this was normal if this was something that would happen in the future and I never got his assurance that it would not happen he kept making excuses about why it happened which was fine by me I didn't need to hear why after he told me once I was just trying to get assurance that it wasn't going to happen again . I offered up the solution that when they go on lunch perhaps somebody should pull up their duties and cover for them. For me as the customer what I experienced was trying to call different numbers trying to contact you for an hour not hearing back and stressing about getting my car back in time to make my evening appointment. There are things that I could do in the future to make sure that that doesn't happen but it would be nice to know that you guys were able to be in contact with me in less than an hour say like in 5 minutes . Just leaving the customer hanging like that is a little bit of a flaw in your system and I would like you guys to look into that just because I want you to be successful I love buying my vehicle from you and I love my sales person Chris knickerbocker who is amazing. My service advisor is amazing too he's just the victim of a flaw in the system. I became a victim of the system as well and I would hope that you guys could change that thank you for the opportunity to share. Feel free to contact me and let me know what's happening on that I would love to know as a business owner I know how important it is to follow up on even just the little things like this so it doesn't happen to people repeatedly and help you maintain your customer loyalty.

The care I received was exceptional and that is why my family have purchased and maintained our Toyotas at Norm Reeves.

Jessica was very knowledgeable and helpful. She took extra time to make sure I was satisfied.

Rosalinda is amazing.. her and robert are the friendliest and mist knowledgeable!

Robert Farr is always great to work with: Keeps me informed of car status, explains all repairs in detail, and applies all discounts correctly.

Denise was very nice and professional. I truly appreciate her handling my service process. All went very well and was an excellent experience with having my car serviced at Norm Reeve Toyota dealership. Thank you Denise. Y

Took over fours for a 75,000 mile check up on my 2017 Prius. No fault of the service tech. Looking for a local mechanic.

Disappointed and Concerned About Transparency and Service Quality I recently visited Toyota San Diego for the first service on my 2024 Land Cruiser, which has only 2,300 miles. This was also my first service experience with Toyota, and unfortunately, it left me disappointed and questioning the dealership’s transparency and readiness to provide proper warranty support. I arrived on time for my 10:00 AM appointment, and the check-in process initially seemed smooth. I reported a concern that my steering wheel was not centered, even though the vehicle drives perfectly. It’s a small but important issue, especially when driving straight on the highway. The advisor immediately told me there would be a $190 charge just to inspect the alignment, which I declined because the vehicle is still within its first year and has extremely low mileage. While waiting, I reviewed Toyota’s official policies and confirmed that alignment issues are covered under warranty for 12 months or 12,000 miles. When I picked up my vehicle, I asked again about the warranty. The same advisor then told me they did not yet have the equipment or specifications to perform the alignment procedure and suggested I return in a month and a half. Had I followed that advice, I would have been past my warranty period, as the vehicle was purchased on 12/28/2024. This added to my frustration and made me feel misled. I requested to speak with a supervisor. After some time, he explained that the dealership does not yet have the required tools or specifications from Toyota to perform Land Cruiser alignments. This was surprising and concerning how can an official Toyota service center not be equipped to handle factory required procedures on a current Toyota model? When I asked why I was originally told I would have to pay $190, the supervisor apologized and said the advisor “did not know.” Additionally, the advisor failed to document my steering wheel concern during check-in; it was only added after I spoke with the supervisor. Before I left, the supervisor assured me that he would call me within a week with a solution. I will wait patiently for that call. Altogether, this experience left me frustrated, disappointed, and uncertain about the honesty and preparedness of this service center. I expected clarity, transparency, and proper support for a brand new Toyota vehicle under warranty, and unfortunately, this visit did not meet those expectations.

I was there for 5 hours! I made an appointment for 10:00. I waited in line until 11:00 to be checked in. My car wasn’t ready until 3:00! I was never given any update nor warning that it would take this long. When my car was FINALLY ready, she was too busy and sent me over to someone else to check out. I was there for service and apparently a recall. I was not given the inspection results. I have tried to look at the electronic copy and it is not showing up. I do not know if my car needs attention in any other area! I would appreciate a call from someone with a summary of anything that my car might need.

Lost trust in your service department because there is no accountability for the work performed.

I think your service department is lazy and incompetent. They said it was normal to have a hole in our brand new dashboard even after I sent them pictures of the same type of vehicle that I took at a different dealership. These lazy and incompetent employees need to be replaced with people who will actually take the time to get things done and make things right especially for customers who spend thousands of dollars on the vehicles I will be adding to the many negative reviews your service center has already received on the internet. Now I understand why you have so many and your ratings are so low compared to all the other dealerships.

The customer service did what they could do but out of all honestly they could of performed more to their ability to fix a Crack on the windshield instead of turning me away I felt instead they put money first instead of the customer, the Crack is to deep that's the policy really fuckin ridiculous first new car and that's how's it done at norm reeves pretty fuckin sad.

She was very helpful and informative.

Robert always provides excellent customer care in that he communicates well, ID's vehicle needs quickly, and provides fairly accurate expectations on turn-around time. I also appreciate any small discounts he can work into the total cost. Every savings helps in these days of high inflation and shrinking value of the American dollar. I will return to this service shop because I trust and enjoy working with Robert.