Longo Toyota Auto Repair Service

My 10k (oil+ filter change and a tire rotation, with inspect/replace as needed on everything else) service in a 2020 Toyota Tacoma took over 4 hours to complete. I arrived at 7:34am, for my 7:45am scheduled appointment. Around 7:52am I was processed by Jeffery and was quoted a 2.5 hour turnaround time (meaning promised delivery should be no later than 10:22am)(This is an important note, see below for the context). At 10:45 (3 hour mark) I went to the service rep and asked for a status update, and saw my truck in the service on the ground. Indicating it was either finished being serviced or hadn’t been serviced yet. Jeff walked to the technician to check the status, came back and told me the the technician was finished with the service and “making his notes”, I would have my vehicle in a few minutes. I walked back over to the outdoor waiting area and at roughly 11:30 I saw my vehicle pulled up into the valet queue by the service cashier. I waited 10 minutes without my name being called, and enter the cashier area to see what the hold up was. The cashier helped finalize my paperwork, and asked if I had my keys. I let her know I did not have my keys, she told me to check with the Valet to receive my keys (11:45am). The valet attendant outside did not have my keys, and he wandered off to try to track them down. Ten minutes go by, and I walked back in to ask the cashier to call a service manager down because at that point I had lost 4 hours of my time and was over 2 hours late for work. At 11:55am While she was trying to reach a service manager the attendant walked back in and found my keys on the counter behind the cashiers. The cashier finally got in touch with someone, and she advised me it would be 10 minutes before a manager could come down, I told her to please have someone call me, I can’t wait 10 more minutes. The first service manager (couldn’t hear his name on the call) called me at 12:10, I let him know of my issues with the service I had today. He was apologetic, but really an apology doesn’t give me back my time. At 1:15pm the service director Paul called me to hear my complaint and again apologize. Here’s one of my biggest complaints outside of the service time, although Jeffery quoted me 2.5 hours at 7:52am, on the RO paperwork he noted the promised delivery time as 11:00am (3hrs and 15min) which is entirely UNACCEPTABLE. He either lied to me about the 2.5hr time or he realized the timing was well beyond 2.5 hours and changed the delivery time so as to avoid looking bad. I don’t know what it is but it is entirely unacceptable and frankly unethical. All in this service is extremely disappointing, I could have performed the 10k mile service and a full brake job at home in my driveway with hand tools only quicker than the certified technicians performing a 10k service with a hoist and air tools at his disposal. I’m so frustrated by this, and really I can’t pursue any rectification as this service was included in the purchase price of my vehicle! I would appreciate some form of rectification for the time I lost at work. And please do feel free to call me

I would like to thank Jeff Liu for answering all my questions during my visit! Very courteous and friendly. He made sure to call me and answer my questions that I had before leaving my car for service. Thank you!!!

Amazing service

Biagio was a great advisor for the care my care needed. Love Longo!

Super professional and kind demeanor

Ryan kept me updated on the progress of my car and provided friendly service.

He did an excellent job and was very communicative.

Excellent professional service

He was very nice and he explained Things to me To a 71 year old lady ???????? Thank you ????????

Thank you very much excellent service

Always excellent services. Thanks.

As always Mandy took care of everything I needed done to my truck. She asked questions and answered all of mine. Coming to a dealership in the past for service was like pulling teeth with needle nose pliers, painful and you just do not want to do it. Mandy makes it easy and painless to get my vehicle serviced .

Mr. Matthes provided excellent customer service, and hevwas very attentive to ensure that my day at Longo Toyota went well...please commend him on my behalf...thank you...df

Roy Wu was amazing! Highest level of customer service I've ever received. He didn't forget about me and made sure I knew at all times what the status of my car was. I am so happy he assisted me. I appreciate him so much. Please publically commend Roy. 100% satisfied! Thank you! :)

Danny was extremely professional, polite , informative , and helpful. I was very satisfied with his service.

Servicing took to long for amount of work done.

Friendly customer service

good job

No need to call me. This location is over crowded and there are no customer appreciation efforts made. In other words very poor people skills.

I want to take the time to Thank Andrew for his excellent customer service with me. He went above and beyond of his job in duties in helping me with my needs. There’s not a lot of people that will take the time to accommodate the needs of a customer but Andrew. I really appreciate his help and hope he continues with Longo for a long time because he really showed me that I will be a life long time customer with Longo because of Andrew. Thank you so much for having him as an employee and hope more employees will follow his footsteps for been an awesome associate. Thank you so much! Sincerely, Dolores C