Longo Toyota Auto Repair Service

I'll wait for survey

We love Longo Toyota and all the techs were awesome!

I would like to request information on going about filing an official complaint on the service provided to me this morning/ late afternoon. Considering the chain of events, I also seek assistance with requesting a complete reimbursement on today's service valued at $81.40. I understand that you are the service director and service managers, and write to you because I could not find where to issue a complaint on the Longo Toyota website. I came to the dealership this morning upon its opening, for a 7 am appointment I scheduled. This service was to tint my windows. Within five minutes I was seen by Mr. Martin Torres who assisted me with my request. I informed him that I had a voucher covering the three back windows and following a short discussion, I decided to also include the two front windows and pay the difference. Mr. Torres understood that I had to go to work at 9 am and assured me that while they could promise to have my car ready to go by noon, he would help make sure that I would get out of there much sooner. I was issued a car rental in the meantime should I choose to just leave my car but after speaking with my supervisor, she agreed that I could wait on the car since it would not take as long. I returned the rental car and waited. Please understand that I arrived promptly at 7 in the morning, being one of the first cars to be seen for the sole intent to have the service completed in a timely manner. Mr. Leblanc, I received my car until 1:15 p.m...I was in your dealership for over 6 hours waiting on my CH-R to get its windows tinted, nothing more, nothing less. My frustration comes for a plethora of reasons. The first is the lack of updates I received. During the 6 hour period, I called Mr. Torres, went to the front desk at the Cashier's table, and texted the number that contacted me seeking information on the status of the job, multiple times. Of the total update texts I received, none told me that there was a delay, or that it was being worked on, or even when it was completed. I had to insist with the cashier who graciously called Mr.Torres and when he was nowhere to be found, his team members seeking information on the status of my car. In one instance, at around 12:05 pm, 5 minutes after the job was promised to be completed, I overheard her on the phone with Mr.Torres saying, "it says it hasn't been worked on..." Whatever the case was, the system was showing her that the car I dropped off at 7 in the morning had not been worked on by 12:05 pm. Second, by the time that it was allegedly completed, I went ahead and wrapped up the paperwork so that all that was left to do is drive off in the car. The fact that even after paying the balance at 12:35 p.m, I was still set to wait an additional 40 minutes to receive my "finished" car in the Cashier turnabout is an added cause to my disappointment and overall utter dissatisfaction with today's service. The gentlemen put in the request to bring my car and after 15 minutes asked to once more see my paperwork because "they couldn't find [my]car." So in addition to just staff not knowing the status of my car throughout the process, it was ultimately altogether misplaced! After promising that the car was being "wrapped up," now several minutes after paying and sitting outside waiting, I was told it would only take 5 more minutes because they were backed up. It's unclear to me how a car that arrived at the time of opening was caught in between of the backed-up work when it should have logically been worked and completed within the appropriate timeframe. Another gentleman came by shortly after to once more request to see my paperwork. He apologized for the delay and said he would go see what was going on. I saw over 7 cars leave the lot before I did, even after having their car requested after me. The 5 minutes turned into over 40 minutes. When I finally received the car, I was already at my peak of frustration. Rather than unload on the staff, I write to you to find a resolution to the chaos experienced today. In my life have I had to sit down to write out a complaint, mainly because I understand that circumstances that lead to not the best service are beyond general control. However, there is no way of going around the complete disregard for time, quality, concern, and overall professionalism experienced today. My frustration was such that I could not take a bite of food until I received my car and became lightheaded. After reassuring my superiors at work that I would be out in a timely manner (after speaking with staff), today's fiasco forced me to miss out on an important meeting and gain more worries and trouble on my plate. I have supporting documentation available upon request. -Norma N. Sanchez ****

great service

Edward communicated well. All he told me was right on. Great person.

Very polite and professional service. Thank you!

Great service

Albert Lopez ultimate professional and detailed

He was great! Super helpful!

Very helpful and intuitive. Answered all my questions and was patient with me

Honest professional prompt polite advisor much recommended

I wish the $330 I paid for 4 more “free” services had more value than just oil change, tire rotation, and air filters. The sales persons just try to make you purchase more services for charges larger than the cost of the warrantee extension. I get it that they work on commission, but come on...

I had an excellent experience. Ethan, was very professional, returning my phone calls promptly and answered all my questions and kept well informed about the status of my car. I’m pleased with the outcome of my service. I have already made mention of the outstanding customer service received at Longo Toyota to friends and family. Thank you all for such great care!

Exellent service.

Not satisfied When I first picked up my car at the dealer but unfortunately the problem was not solved so I immediately returned to the service line for the second attempt to find out what is wrong.

Thanks no comments

Not what I expected to pay

Mr. Monte Cervantes is of utmost helpful during the whole transaction. Very impressive !

Excellent

Very professional and attentive