Smart Motors Toyota Auto Repair Service

Good communication, straightforward. Thank you for an easy afternoon.

Great service and communication from Bryce.

The service was quick and convenient. This was the first time I scheduled an appointment and everything went smoothly.

Smart Toyota West is by far my favorite place to bring my vehicle for service.They are always helpful, knowledgeable and a pleasure to work with. Ian did a great job at letting me know what was going on as part of their great customer service. Thank you

Least amount of time I’ve ever spent at your service center. Thank you for making appointments available.

I came in to get a key fob. It was suggested that my service could be done because I was close to the mileage. I was very happy to get that done at that time. I was also told a recall was taken care of. One stop, took care of three things and it was very much appreciated.

The service was beyond our expectations, they resolved an ongoing problem we've had with squeeling brakes. Ion and Shonn were great to deal with.

I’ve been having our Toyotas serviced at smart motors for more than 30 years. We bought our newest rav4 there last week. We are very happy with the care and service we get there.

I have always kept my business (two prius'), as has my daughter (one prius) with Smart Toyota because of the excellent customer service and overall great experience with maintenance and mechanical repairs. This time around was very different unfortunately. Here is a timeline of what happened with this experience. 2/19 - I arrived at Toyota around 5:30 PM to drop off my 2014 Prius for a 2/20 (9:45 AM) appointment. Since Smart Toyota was still open I walked in to ask where I should leave it. I was told to drive it into the bay and someone would be right with me. Because my ride was waiting I asked if I could drop my keys and was told no. I noticed there were several employees standing around chatting but waited patiently for Justin who was checking someone else in. After 15-20 minutes and a couple of visits from employees telling me it would be just a few minutes, Justin checked me in. This part of the experience went very well. Justin was attentive, listened to what I was experiencing with my car, and explained the process. I left that night with a sense of comfort in working with Justin and Smart Toyota.  2/20 - 11:10 AM - I received a call from Justin who told me that, in short, my car would need a new engine. He explained what was going on. low coolant, blown head gasket, and gave me a quote. He said that a used engine had been found and could be shipped and arrive on or around 2/29. I asked why it wasn't picked up that I had low coolant the last week when I had an oil change and he said he was wondering that too. I checked the checkout form and they didn't add coolant. I was overwhelmed and asked him to send me the estimate to review and said I would call with any questions and that I didn't see any other option since the new engine is what is being recommended. Justin said he would get it ordered. I asked Justin if I could get a loaner and he said it would be no problem. Confirmed with Justin I would arrange a ride and pick it up around 5:30 or 6 PM. 11:30 AM - I called right back and left a voicemail stating that I wanted to see the estimate and get a little more information and needed to confirm that I have the cash flow to pay for the repair (because I don't want to use my credit card but will if I need to) before making a final decision. 1:30 PM - I called again because I hadn't heard from Justin and left him a voicemail to confirm he was sending me the estimate and said that I would be in around 5:30 PM.5:45 PM ish - Arrived a Toytoa to pick up the loaner and asked if Justin was available. A woman at the rental counter said he was with a customer and that she would help me get set up with the rental. Moments later she told me the system was "down" and I couldn't get a rental. She went to Justin's desk and I waited. There was a guythat was trying to do it as well and walked back to Justin's desk. Since my credit card and ID were sitting on the desk I didn't want to walk away but finally I walked over to Justin's desk and asked what was going on. She said the system was still down and I asked Justin if I could talk to him. I asked him if he could send me the estimate and inquired about what type of engine the new (used) engine would be and he said he would check and call me tomorrow (Wednesday). All three employees apologized about the system being down. 2/21 - I called Justin at 12 and again at 2:45 PM regarding the estimate. When I didn't reach him the second time I called the main number to confirm there would be a rental available when I came in. I was told there would be and the system was no longer down.  I got a call back from Justin at 3:45 PM. He said he had just sent the estimate and confirmed that a loaner would be ready for me when I came in. Justin called back a few minutes later and told me that I actually couldn't pick up the loaner unless I was committing to the work to be done. I politely reminded him that he had just sent it to me and we hadn't had a chance to look it over yet and told him that I would have to pick up my car because I had an appointment the next day. He said that it was not recommended that I drive it and he would talk to the manager and it shouldn't be a problem to get a loaner. I told Justin that the estimate was not in the email, that it was just a price and the information I gave to him when I came in. Justin said that he didn't include all of the information about how they found out the problem because he gave that to me verbally. I said that it was very overwhelming to hear $6,200 and I wanted it in writing. Justin said he could explain it again and did on the phone.  Shortly after, Justin called me to say that the manager said there is a "red flag" on my account because I didn't fill up the gas tank when I used a rental last July. I told him that I was positive I did and could probably even find the receipt from a close by gas station and ask asked if I didn't fill it up why didn't they charge the card I had on file like they say they are going to if you don't fill it up? He said he didn't know but he would take care of it and that it shouldn't be a problem and I could come in and pick one up. I said it was fine, I would just pick up my car if I couldn't get a loaner.   Then he called back almost immediately and said that the manager would not release a rental if I hadn't committed to the work. I said that was fine, I would pick up my car around 5:30 PM.  When I arrived at Smart Toyota I talked to Justin and paid my bill. When Justin gave me the paperwork he pointed out that there was a written description of the tests that were done and how they came to the conclusion that I needed a new engine. I asked Justin why he didn't send this to me when I asked for a written estimate and he said that he had explained it over the phone. I asked to speak to the manager about the "red flag" on my account and he said the he was in a meeting with the "big wigs" upstairs and he would have him call me tomorrow (Thursday).  2/22 - No contact from manager about "red flag" or Justin or anyone. I honestly don't know what to do now. Maybe you are short-staffed or Justin is overworked and couldn't give me the attention I deserve as a Smart Toyota Customer? I have always trusted the mechanics, technicians, and employees at Smart Toyota and I am very disappointed with this experience.

Great service!

Good job and service

Awesome job on my truck, couldn’t be happier. It was worth the wait ????????

Awesome job!

My appointment was for 10:30…oil change, tire rotation and check the battery. I received a text at 1:14 that my vehicle was finally ready.

Amazing service

Gregorio Jimenez was very professional and the best part was that he speaks Spanish.

Great experience! Very helpful and great timing!!

I have been calling and no one seems to have time to talk or to even call me back to discuss. ****-****-xxxx

Jesse was professional, knowledgeable, and pleasant throughout my service experience. I really appreciated his support as a service advisor.

as always, you cannot beat the Smart Toyota service team.