Heart City Toyota Auto Repair Service

Amber and Bernie and the mechanic that worked on car all get gold stars for customer service.

Promt and courteous.

Everyone is very professional and fun.

I left the service department quite dissatisfied after my recent service. I initially had an issue with the cabin blower fan making a noise. On my own, I found that the cabin air filter (which had been replaced at proper intervals) had a hole through it and plastic shavings on the top of it. The tray that held the cabin air filter was also broke. This prompted me to remove the blower fan and clean the broken plastic out to stop the noise that it was making. I installed a new cabin air filter at this time. While I was making this repair I could see up above where the cabin air filter was housed and noticed that there was significant plastic damage. This is when I called the dealership to schedule an appointment, as I wanted to insure that the problem was being properly resolved and I did not have the necessary tools to further look into the issue. On the phone call with Bernie, I explained the situation I described above. I also requested that a tray for the cabin air filter be ordered as I already knew this needed to be replaced and I was coming from out of town. When I dropped my vehicle off Thursday evening, I also wrote the issues down in detail on the key drop envelope. Later in the day on Friday I received a call from Bernie and he told me that the tray that holds the cabin air filter was broke and that they needed to order one. I asked Bernie what caused the issue and he stated that it was just the tray that broke, and I had to further insist that the department actually look into the issue. I felt like I had paid a very high service charge for Bernie to tell me what I had already told him twice - it was also frustrating knowing that the service department lazily looked at the inside compartment. This was also frustrating to me as I had already explained that I wanted the cabin air filter tray ordered as I was coming from out of town and had already identified this broken part. It worked out that this part could arrive next day and I was still in town. Bernie stated that the part would arrive and I could show up and it would be installed immediately. I paid for all services on Friday when picking my vehicle up and was told I just needed to show my receipt when arriving at the dealership and they would install it. When arriving on Saturday, the dealership was not able to install the part as they didn’t have time apparently. So I requested the part and I just did it myself in the parking lot. Bernie also would not give me the part because somehow I still owed $3 in sales tax. I was quite frustrated at how I had to follow up to ensure that the dealership was doing what I asked and how promises were not made. Therese customer service this time was extremely frustrating and I did not appreciate how Bernie talked to me like I was a toddler when clearly his team wasn’t doing their jobs adequately.

Amber was prompt and kept me informed on completion status

Everything was well done

Thank u

Great job by Ricky and the team.

Efficient, quick processing of my job, including fixing my seat belt problem.

When I was told I needed new tires I was under the impression you would match competitors prices so I mentioned that Zolman was having a buy three get one free deal and I was told you would not honor that. I then asked for the manager to see if there's any deal he give me and I was told no. I moved forward with getting tires and midway through the installation I was given information on a $100 rebate offer that Toyota was offering. So I was happy about that and thankful that that information was shared with me. When I went to check out I was not able to figure out how to apply for the rebate so when I asked I was then told that you were not a participating dealer. I asked if you would still honor it because you had promised me I could use a rebate and I was very quickly told no. I've been coming to Heart City Toyota for almost 20 years and while I know mistakes happen, I feel like you should honor promises if you said I could get a rebate. I will now start considering other Toyota dealers in the area. I already drive 30 minutes to your dealer since I moved to Granger because I've been going there for years because I trusted your dealership, but given this experience which has impacted my trust, I will look for other Toyota dealers in the future.

I didn’t bring the RAV 2011 over on Wednesday. My oldest daughter did. She now drives and has this vehicle.

She was so helpful and helped me with another problem with my car. Very thankful I chose Heart City!

Friendly and efficient service

Ricky went above and beyond in fitting us in for new tires and an alignment when it worked for us. Our car drives so much nicer. We highly recommend Heart City to all our friends!

Excellent

Never before have I experienced what I did yesterday at your dealership. You took me home while doing the repair, picked me up after it was complete. Who does this? And I live in a different town too. You've got my future business!!

Service was timely, managers were friendly.

Thanks for all your time and help, Ricky

The Service Team is excellent. They always exceed my expectations.

Service was performed but no explanation of what was done when I picked up my vehicle. My personal items in the center area were thrown on the passenger floor and the driver floor mat was left in the trunk. I didn’t expect a car wash or vacuum but assumed it was a possibility. Neither were performed. Apparently the problem is fixed with a harness addition. Confused and satisfied?