Northridge Toyota Auto Repair Service

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I am writing to lodge a formal complaint regarding the unprofessional and discourteous treatment I received from Heidi Buchanan during my service appointment on Saturday, [insert date]. From the moment I arrived, she failed to greet me and instead rudely asked, “What’s your problem?” When I explained my alarm issue, she snapped that my car could not be ready before Monday and offered no assistance beyond telling me to leave it or bring it back later. While completing paperwork, she dismissively warned me not to “assume Toyota would foot the bill” because rats could have eaten through the wiring. When I chuckled in disbelief, she sternly reiterated that she was serious. Once the paperwork was done, she walked away without thanking me, offering transportation, or even acknowledging the end of our interaction. On Monday, communication was equally poor: she failed to return promised calls, was argumentative when I phoned for an update, and incorrectly accused me of installing an aftermarket alarm. When I attempted to correct her politely, she became combative, ultimately telling me that repairs would take yet another day and that someone else would “deal with me” because she would not be present. As a loyal Toyota customer for decades, I have never been treated with such rudeness, hostility, and disregard. Ms. Buchanan’s behavior was embarrassing, unhelpful, and a complete betrayal of the service standards I have come to expect from Toyota. I request that this matter be addressed immediately and that I receive confirmation of the corrective action taken.

Anthony is always very helpful!

Heidi, Has been my Service Writer for sometime now. She does GREAT WORK... Plus, it's an honor, to use her as my Service Writer...

It was a real pleasure to meet Joe and work with him on our car.

He was awesome super friendly very helpful

Worked with Aaron a few times now, and he has always been very helpful. Customer service seems to be going down hill lately but not with Aaron. He is knowledgeable, kind, and resourceful.

Car was ready sooner than expected

Just came in for 15,000 mile service. Waited over 3 hours for car to be done. Never ever waited that long. Waited with a friend who’s car was there to for oil change and alignment. He checked in 30 minutes after I did and he got his car back 20 minutes before me. I had to check with service guy and paperwork was just sitting on his desk and his response was I was busy. Not happy.

satisfied

Shirley was efficient, clear, informed and accurate!GGood Kobe!

Very disappointed and completely time have keep postponed too many times. When I asked for update status after 3 hours waiting, updated me in annoyed tone. Very unsatisfied and I regret to visit your location to get the service.

My car had broken down due to multiple leaks. I made an appointment with Anthony and he got me back on the road again. I received excellent service by him and my car is running better than ever. I greatly appreciate what he did for me and for helping me get back on the road!!

Glenn is helpful and professional. I appreciate working with him. He is one reason I continue to return.

Anthony was very personable and professional.

Glen was thorough and detail oriented. He explained the maintenance process in detail. The vehicle was completed in a reasonable time…

No battery check due to my personal belongings in the trunk. This was my first maintenance since I leased the car, I was NOT aware that I had to clear my trunk. I should have notified that this was a requirement.

Heidi was very friendly and efficient

Glen is the man.

I always enjoy having Noel as my service advisor. He’s always very polite, professional and efficient. He is an amazing asset to Northridge Toyota, please tell his manager, thank you.