Lake Charles Toyota Auto Repair Service

Very kind

Mr Hicks’s, my service advisor, is always very friendly and professional when I visit the service department. He is always quick to answer any questions I might have about either my 2021 Highlander or my 2024 Tundra. Y’all have made the waiting area very comfortable. So waiting while my vehicle is being serviced is not a bad experience.

My recent experience at your service location during an oil change was anything but pleasant. Upon arrival, I was informed that there would be a wait time, but I was assured it would not exceed two hours. Based on this information, I agreed to wait on-site. After waiting for over three hours without receiving any updates or communication, I approached the service desk to inquire about the status of my vehicle. I was then informed that my vehicle had not yet been serviced. At that point, I was presented with two options: leave and return closer to closing time to avoid additional wait time, or pay for a rental car and return it before closing. This response was delivered in a nonchalant manner and failed to acknowledge that I had already spent three hours waiting. Leaving at that stage would have rendered my time completely wasted, which I expressed to the consultant. Only after raising this concern was I asked to “hold tight” while the consultant checked again. I was then told my car would be serviced next. Ultimately, I waited over four hours for a basic oil change an excessive and unreasonable amount of time primarily due to poor communication and lack of proactive updates from the service consultant. I requested to speak with a manager; however, one was not available. I later spoke with a representative from Guest Services, who explained that the consultant was new, which contributed to the miscommunication. While I understand that training takes time, inadequate training should not negatively impact customers. Proper supervision and communication standards should have been in place. This experience was unacceptable and fell far below reasonable customer service expectations. Sincerely, Kimberly W

Great visit. Fantastic service.

Everyone is always friendly and helpful.

Michael is a great advisor. He knows his stuff and is trustworthy.

My only issue was I wish he would have communicated the amount of time it would take once he sent the report and said I needed my brake pads changed. I was there four hours unexpectedly. The snack bar worker could use some training in customer service- smiling, not continuing to talk on his phone while I was talking to him, etc…

Buena atención y rapidez

Aside from the part where they forgot to put all my hubcaps on, it was a relatively simple and Swift process.

Matthew Hicks was very kind and kept me informed throughout the day. Thanks!

Accommodating with my schedule and prompt service w a smile every time.

I am very happy and grateful for the service and treatment I received from Angela Mancilla. I congratulate you, Toyota Lake Charles for having such kind and efficient people as Angela Mancilla.

There has not been much communication about what is going on with my vehicle when bringing it in for services. I would appreciate updates when things will take longer than expected and a better explanation of what exactly is going on.

Clay was very helpful and informative

Friendly, professional and exceptional service.

Good job keep up the good work

Great Service

Highly professional and kind to his customers I will always recommend to any customer

Always does a great job handling my Tacoma. Great service with him.

Yes very satisfied