Sullivan Brothers Toyota Auto Repair Service

I did not get my vehicle serviced. I had made an appt for yesterday (6/25/24)@ 0945 for my tire rotation, and l.o.f.. Thinking it wouldn't take more than an hr to perform, and I'd be able to get work on time in Kingston for 11a.m. When I arrived at the dealership 10 minutes prior to my " appointment," I pulled my vehicle into the service intake line, which made my vehicle the 8th to be worked on. Upon checking in with the service dept, I was told it'd be a 2 to 3 hr wait....FOR A SCHEDULED OIL CHANGE AND TIRE ROTATION THAT TOYOTA INFORMED ME ABOUT A WEEK PRIOR!? I also had "checked the box," stating I would wait for the work to be done on your "Appointment?" Request application! I'm a first time Toyota owner as of almost 2 hrs ago and purchased the option for 2 yrs of services "on the house"... this is the sole reason for me even using Toyota for ANY of my auto related issues! My career in the automotive and heavy truck repair industry for over 20 years and, having worked both sides as a tech. and service dept manager. This immediately struck me as **** and UNACCEPTABLE! I DO NOT BLAME THE SERVICE DEPT AT SULLIVAN BROS!! From start to finish everyone was courteous and respectful. I'd give you 5 stars and most likely wouldn't be writing this novel if everything was handled by humans! This a TECHNIACAL PROBLEM WITHIN TOYOTAS AUTOMATED SYSTEM! I know I may not matter bc I'm only one customer but I'm a new customer that will have serviced performed elsewhere and most likely won't be purchasing another Toyota down the road even as my 2013 rav 4 approaches a 150k miles and thought of trading up had been an idea in the near future! Nothing but praise for the humans involved but your system ****! Invest in better robots to handle your service dept. scheduling.. Or let the service managers do their jobs!...lord knows you people can afford it

You didn’t try to sell me something I didn’t need. Former dealership took owners manual soo I have to rely on you to tell me when maintenance is due ( trans coolant etc ) . Service was great .

Patty is awesome and very efficient!

Very satisfied

Thanks Christian!

Worst customer service I have experienced and I’m 70 years old

Patty was super as always

It did take a little bit to long

All good !!! ????

Patty has always been & continue to be Knowledgeable and very Professional & always goes above & beyond to help the customer!!

I especially appreciated the fact that Samantha volunteered that it would probably take about 90 minutes for service. Knowing what to expect made a big difference.

Took much too long

Patty is a great asset to Sullivan. She is very informed and interested in making customers happy.

Took 3 hours to change my oil when normally takes 1 hour way to long sitting there waiting for 3 hours

Christian was great! Made an appt for oil change which should be less than an hour! Took 2 and 1/2 hrs. Yes a vacation day, but customer service and satisfaction should be priority! Not how many vehicles you can make money off of! Not happy as it takes 45 min to get there. Think I may go local next time! Also stop freakin texting me 5 x a day. Ty alison

Everything was great but I miss the days of when you had service you also got a car wash. They should bring that back.

Bob always provides great service!

i waited 3 hrs for an oil change and tire rotation.

Bob was excellent to work with. A real pro!

Great service by Bob Whit who explained everything to me plus was genuine in his assessment. Very pleasant