Carlson Toyota Auto Repair Service

Waited over 3 hours for an oil change and tire rotation to be completed. My appointment was at 1:30pm. I arrived 5 minutes prior to the scheduled service time, and it was after 4:30 when it was completed. I understand that it was busy and there was a backlog for the service techs but I wish the timeframe would have been communicated better.

When I arrived at 2:25pm for my 2:30pm appointment, I was told to wait in my car until someone could check me in. 10 minutes later someone came and asked if I had been helped yet and proceeded to ask what I was there for. I had filled out everything I needed done when I booked my appointment online. After I gave them my keys I went and sat in the lounge for 90 minutes. I then saw my car brought outside where it sat for 20 minutes before I went and asked for an update. I was told the car is done, the service department was just finishing up paperwork. I then waited another 10 minutes. I was at the dealership for 2 hours for an oil change. Nothing else was done. I will not be coming back.

Kim was professional and very helpful answers my questions.

Thank you Nick! We just purchased a 2021 Highlander at Carlson Toyota.

Already discussed with Carlson service advisor. No need to discuss further. My bad experience: I called last week about getting a service appointment. They could not give me an appointment until 4 days out... but not an emergency..so I agreed. But I received no email or text from Carlson like I normally get.... confirming the appointment. Car was in for a 9:45am Monday appointment. Just a check on RCTA and BSM sensors on my 2023 Highlander. I dropped the car off as requested and left the dealership. Guy who I checked in with could not find my appointment on his iPad... so I had to describe the car issue all over again. It went downhill from there. Usually I get text updates on my phone when I have my car serviced at Carlson. I received one text from Brandon showing the service order. And then NOTHING after that. No calls or text regarding status of car service. Tried calling in 4 different times on Monday. No call backs. No one available to even get car status. Service department closed at 6pm... and receptionist at front desk then told me "Scott Backman" had been assigned to my service order. She said try calling him early next morning. Like 7am? Yawn. Really? Got up early to call the new assigned service advisor at 7:15am. All I got was his voice mail. Called 4 more times Tuesday morning. No one available to speak to me in entire Service Department. Promises made from receptionist that someone would call me back soon. No one ever did. Finally gave up and had someone drive me to the dealership so I could not be ignored. Then, had to wait at Carlson in person for another 10 minutes before another service advisor took pity on me...finally agreed to take over. Car service was done promptly after I sat and waited to ensure it would be done. Took only about 1 hour. Why was this so hard?? The service advisor who took over apologized and said Carlson would be hiring more help. I can only hope so. Staff seemed stressed and piles and large stacks of paper repair orders eveywhere. Not their fault. This is a MANAGEMENT problem. Need to fix your process and understaffing problems pronto.

Everything was OK!

Nick did a great job. Very prompt and called to let me know when it was completed!

I’m very happy with the results. They did a fantastic job.

My service rep (Brandon) did a great job and helped make it right. The guys in the shop completely dropped the ball and blew it.

Very efficient and thorough. Also, I appreciate the advice of what needs doing now and what can wait.

I had a 12PM appointment for an oil change and it took 2.5 hrs before my truck was ready!

I was in for a tire rotation which ended up taking an hour and 45 minutes.

Our family has been coming here for years for service. We are always treated well and service is great. Scott was wonderful & so nice to see friendly familiar staff????

Brandon was respectful and stepped in to assist when it wasn't his role at the time. I was waiting for another worker who did not attend to me. He was clear in what was going to occur with my vehicle so I knew what to expect. When I didn't immediately respond to the text indicating service had been completed, he called to ensure I understood the vehicle was ready and nothing needed additional attention or fixing. Good worker!

Thank You!

I was told that there was no lift that could accommodate my truck and that l could not get my tires rotated. Later I was told that there was one lift that could but it was occupied. Now I have to return to get my tire’s rotated. I was told I have to call and schedule my tire rotation, this is very inconvenient for me. Kind of felt like I was rushed out because it was close to closing time.

Nick was great to work with.

Everything was awesome.

He did a great job on giving me information about my vehicle and what it need in the near future. He was also respectful and always asking if I have a question. He did great and his service was spot on I give him a 10 out 10 rateing would totally come back here again of I need any help with my vehicle.

Mr. Schafer was at least perfect with his service for me and my family.