Norm Reeves Toyota of San Diego Auto Repair Service

I was very distraught as a loyal Toyota customer. All my previous experiences with your service department had been phenomenal and I always tell family and friends to come here even if it is a little pricier because you get what you pay for. I needed my seats bolted and inquired about time frame if the part needed should be on back order. Jessica assured me that even if it was back logged and needed to be shipped it would be no more than 2 days delay. After hearing that I paid upfront because I need the work completed by the end of the week to take my newborn son home for the first time. I drove to your service department every day for 5 days in a row which not only wasted my gas and time and put additional unnecessary mileage on my car only to be told that the part was not delivered and reassured it would be delivered the following day. By the end of the week I was heart broken because I could not take my child home as there was no way to safely put in the car seat. If I had been given a realistic time frame I might have considered not paying up front and would of had the option to get to take my baby home that weekend. I was told when the part came in I would get a call the following week, but no call came. I had to call to check in on the part, Jessica said she could fit me in that day. Robert spoke with me first to get me situated when I first arrived - I asked if the service department would consider offering me a omplimentary service like oil change or car detail seeing as I was going straight to pick up my baby. He said he would mention it to Jessica. Jessica got my car in and the work was done relatively quickly. Robert failed to relay the message but after speakking with her she did agree to comp an oil change. Robert and Jessica were wonderful in terms of doing their best given the situation but I feel like alot of heartache could have been avoided if I had been told a realistic time frame and not to promise if you can't deliver - it left a bad taste in my mouth.

John was very polite and professional. He explained very clearly what was to be done to my car and did it in less time then predicted.

Very helpful and professional. Both a gentleman and a scholar.

Robert is a great person. Very easy to communicate and friendly. He was able to help me a lot. However, the way how Toyota handled my case made me super upset. My car has been in diagnostics for more than 2 weeks and the technician couldn't find what was going on with it. They kept guessing and asking for additional repairs. I found this very unprofessional and upsetting as the time frame to do it was way to long.

Friendly and professional!

A very good customer service ????

Absolutely poor customer service. The company may be making changes which is affecting the morale of the employees. Morale is low; customer service goes out the window. .

Thank you for the great service! I appreciate all of your help.

What was told to be a 2 hour tire rotation, ended up being a 5 hour wait.

Whoever worked on my car left stains on my fabric and it’s extremely hard to remove.

Karina was great. Got me the service I needed and answered all my questions.

Checked in at 7am and was told two hours for my oil change. Instead I waited 5 1/2 hours for the car to be ready. Called three times to check on progress and was lied to each time. This was likely my final visit to your dealership. There are many other choices when it comes to Toyota service.

Every five thousand miles i never miss service for check up my car and my experience in services was above excellent. But the last one i should say not really good.

I had a 0730 appointment for a minor service (oil/filter, inspection, tire pressure). This usually takes an hour or less. I arrived at 0725. I finally got my truck back at 1100. The service advisor seemed unconcerned about the delay (although he apologized) and, frankly, he seemed disorganized. What good is my “appointment?” Why didn’t he follow up with the service tech on an obvious timing screwup with my truck? I finally told him that I was getting worried about my truck. Eventually, he got my vehicle and drove it out himself. He said the tech “missed a text”or some such nonsense. I’ve bought two trucks at your dealership. I’m a reasonable and patient guy who committed my truck service to your dealership. Honestly, I think your level of customer service is declining. The service advisor needs to be reminded about the importance of keeping customers in the loop. He needs to follow up on his techs. I’d take a hard look at your texting communication setup. It’s a competitive market out there and you’re not the only choice.

You guys rock!! Electronic check in and payments make things so fast. No appt. ? No problem. Makes me smile. Thx. I’ll be back!

Thanks for the service and great customer service, however whoever ride on the vehicle, talking in regards the driver side they should be more careful not to touch the plastic panel step and not to scratch it, please. Thanks

The service advisor was great. I will definitely not be coming back for future services. $235 just for labor is a rip off and I’ll be sure to tell my family and friends with Toyotas to not get their service done there. I was also recommended to change my tires and was told they were at a zero. But when I asked again, I was told different numbers. This is incredibly irresponsible and unprofessional.

Excellent service

First of all, I want to say Javier was great! He was very thorough in investigating why my red temperature light had come on briefly last week. I think Javier did a great job. I am a bit unsatisfied that it took 3.5 hours to change my oil and it cost me $136! Also, I have a slow leak in one of the tires I bought from you and it was not plugged; instead I was told that it was just low on air and they topped off all the tires with air. My service at your dealership has been great for the 5 years I’ve been coming there, but yesterday’s visit makes me wonder if things are starting to slip up around there? I signed up to get my car serviced with John at 7am, but John is not scheduled until 9am, so I worked with Javier. To be clear, John and Javier both do a great job, but I want to keep my service tech consistent, so if my tech isn’t scheduled until 9am, then your online system should not let me sign up for 7am. I don’t want to get anyone in trouble because everyone there is friendly and seems to be doing a great job, but I just feel like I left a bit dissatisfied yesterday. I tried calling Javier twice after I left to inquire about why my oil change was $136 vs the usual $80-$90, but I wasn't able to get in touch with Javier. Anyways, that’s my honest feedback. You have done a great job helping me maintain my car for 5 years now a d I hope yesterday’s experience was just a fluke. Thank You :)

I was in the line more than 45 min to see a service agent.