Baxter Toyota of Lincoln Auto Repair Service

The professionalism of Michael was not on par today. My wife dropped the vehicle off for routine oil change and since we left the vehicle last time the underplate on the side was loose. Instead of providing a customer centered response he said that our vehicle is not made to drive on gravel (which per Toyota website grand highlands are made to run graded roads, he kept saying 99% of people don’t drive on gravel- yea probably but in Nebraska that doesn’t fly. It was a smart **** response and came off arrogant. Essentially he talked down like she was stupid. Customer service was not a priority. He talked around the conversation when I spoke with him as anyone in that situation would. I understand dirt can accumulate in there and pull the pins- but the approach was poor and frankly he just didn’t care. To add on the last time I tried to interact with this dealership I had the intention to purchase new tires and I called 3 times to get ordered an no one called back! In general customer service does not seem to be the priority here, with the limited supply since Covid this dealership has gotten in their head that customers will take what is available and they can slack on customer service. Lifetime value of customer dwindles deeply. I can for certain say we will not continue service here and we will not purchase another vehicle because of this. Your job is to keep us coming in for services and eventually get the new car on the mind and due to these compounding experiences we won’t return. Management should consider this and start prioritizing customers again like they did when there wasn’t a seller economy. Us not buying doesn’t affect the bottom line but your sales team probably would be upset to know their customers have been getting poor service and lost the opportunity to sell another vehicle in the future.

Erin and the whole team were amazing. I felt heard and supported.

Work done way ahead of schedule.

Stephanie Swain was excellent! Baxter is fortunate to have her as an employee. She deserves a raise!

Excellent.

Great service

Jared and the techs did a great job. Efficient and good follow up. Personable

Very friendly. Fast and efficient.

Very satisfied

This has nothing to do with Brae, but rather the service manager. I had a new windshield installed at your facility (by a 3rd party), and it is not right. There's a whistling sound that apparently only my family can hear. The windshield company and the service manager bith state " we hear nothing out of the ordinary". Well now I have it recorded--driving 50 miles and hearing it above the radio tends get annoying real fast. I want it corrected and I want it done as soon as possible.

Erin keeps me in the loop even during a busy season -- additionally, she works to help me make decisions and save me money, can't ask for much more : ) thank you!!! -adam

staff were very kind and welcoming but also not overwhelming! Great technicians!

I was so grateful that you guys could work me in when our battery died. Your service people and driver were so professional and fast! You even took care of our open recalls. Thank you so very much!

Always helpful, always on time and always the best customer service! Thank you!

Friendly and professional service! Mike makes you feel like you are a family member!

Always a great place to get my car serviced and the coffee is excellent too!!

It felt like no one was using critical thinking skills to solve my problem. My hybrid RAV4’s battery dies and because of here was no “error code” on their testing equipment, they wouldn’t search any further. So maybe when my battery dies again, they will dig deeper.

Erin was wonderful! We were traveling from out of state and needed some repairs. We didn’t have an appointment, just a walk in on Memorial Day weekend. They made time for us and we were safely back on the road in a couple of hours. Jonathan, our technician, was also great. Give them a pay raise! Also, thanks for the free sodas and snacks in the waiting area. Dropping unexpected cash is never great, but a pleasant experience goes a long way in terms of making it more palatable. Thank you

You didn’t replace my cabin air filter and told me my oil was dark. Plus other things.

Thank you for servicing my car as I feel safe traveling