Norm Reeves Toyota of San Diego Auto Repair Service

I have always taken my Highlander to get my oil change at this Toyota ever since I purchased it in 2019. The reason I keep coming back is because of the amazing service from this dealership. I have always been able to use competitors coupon when I do my regular oil change and has never been an issue. Unfortunately, I showed my competitors coupon today and Jessica informed me that it was only good for 5qt and my Highlander will need 6qt. I told her that has never been the case when I used the competitors coupon in the 8 years I’ve been coming here. She said it says it on the coupon. I reread the coupon and showed it to her and noted that it doesn’t say that. She kept making up excuses. Then she said, there might be a chance that I wouldn’t need to pay for the extra quart of oil. Since I was in line for 20 min waiting for someone to come greet meet, I just wanted to get my oil change. After when I went to pick up my car, I asked Jessica if the coupon was applied. She said yes… I looked at the invoice and I noticed that I got a 10% off of the service. I didn’t see the $69.99 coupon price that she claimed she applied. I also got charge an extra quart which is ridiculous! I can’t believe I was charged the extra qt even though the coupon doesn’t say about the “5qt oil change” that Jessica claims the coupon is good for.

My service provider was Jessica.

Overall, the customer service was good, and I really appreciated the complimentary van service. Denise was especially helpful in letting me know it was available, which made the long wait much easier. My only concern is that after waiting about four hours, I noticed my windshield washer fluid hadn't been topped off. Usually, they don't miss things like that, so I was a little surprised. Since it was something I could easily check myself, it made me wonder if everything else on the maintenance checklist was completed. I'm sure the rest of the work was done, but maintenance items shouldn't be overlooked, especially when you're trusting the service to be thorough. Thankfully, it was covered under a maintenance package, but I hope they'll pay closer attention to the details in the future.

Karina was great, super helpful, and walked me through everything that was happening with my car.

Denise took care of what i wanted done. Thankyou norm reeves

Waited over 3 hrs to be told the issue would not be resolved and needed to come back. The initial technician did not follow up. 2nd technician did not know what was going on.

Job well done,I got the car on the same day on a couple hours,im glad I got the car back,thank you norm reeves.

TSD is Awesome! Thanks to Robert, Larry and the team

Jessica did an amazing job providing the best customer service I have received in my years at Norm Reeves. She addressed the concern I had with my Rav4 and clearly reviewed the report with the recommended mainteance services to me.

Rosalina provided awesome service!!!

My first impression of Richard was that he came across as pompous, though I initially gave him the benefit of the doubt and assumed he might have been having a rough morning. Unfortunately, that impression never changed. Throughout the check-in process, he gave off the attitude that my appointment was an inconvenience. While he was inspecting the issue with my fuel door, I watched him through my side mirror smiling to himself. I couldn’t help but wonder what was so amusing—whether it was the fact that this is a common issue with my vehicle or that I had been using tape just to access my fuel tank. After the inspection, I was quoted $239 to replace a small spring. Wanting to better understand the cost, I asked for a breakdown. Richard explained that approximately $200 was labor and $29 was for the part. I then asked if I could simply purchase the part myself. His response, delivered with noticeable attitude, was, “Yeah, at Parts and Service.” As I turned to walk away, frustrated by both the interaction and the tone, he asked, “So do you not want the service?” I replied that I felt $200 in labor to replace a spring was excessive. It wasn’t until he realized I was no longer willing to tolerate his attitude that his demeanor noticeably changed. To be clear, my issue isn’t with Toyota’s pricing. I understand businesses have overhead and technicians deserve to be paid. Whether I choose to proceed with a repair is entirely my decision. My disappointment is with the customer service I received. Professionalism and respect should be extended to every customer, regardless of whether they choose to authorize a repair. Richard’s dismissive and condescending attitude made what should have been a straightforward service visit an unnecessarily unpleasant experience.

Everything went smoothly. No problems!

Excellent!

Multiple times bringing our vehicle in with issues documented by video recording while driving showing complications with the engine and nothing to show that said complications have been resolved.

Runs very well

Everything was in good condition I’m really doing my part to keep my car running good I appreciate john kindness he was very helpful..????????

Repairs completed in the time frame anticipated(after part was received). Warranty covered as anticipated.Friendly, professional intake, updates, checkout. Thanks!

Please don’t change any settings on the vehicle like headlights.

Was quick and easy. Thank you

The service rep was great. However, I had an 8:00 appointment. I arrived at about 7:50 and waited for A HALF HOUR!!!!!!!!!!!! before anyone showed up to take care of me. Unacceptable!!!!!! Also the bathroom was a mess. I will possibly bring my car to another dealer for my next service.