Heartland Toyota Auto Repair Service

Dustin was helpful and polite and made sure all of my vehicles were up to date on service and completely explained my current and next services.

The Service Writer Mike is AWESOME! Your Dealership is very professional and I haven't had any problems with my vehicle. Thank you! V/R Patrick G Langan

Dustin communicated to me what was going on with my car, and any extra things that needed to happen to it. He was patient and went into details with the questions I had. This wasn’t the first time he has been the guy to help me. But each time, I’m glad it’s him. Not to mention. He is pretty kid friendly. Which is always a bonus!

Customer service was stellar 5/5 ????

I had an appointment for an oil change on February 20, 2020 (which was my birthday) at 12:20pm. I showed up at 12:10pm, waited 15 minutes to be checked in, and at 12:30pm, I was in the waiting area. While being checked in, I told them that the dim lights weren't auto-dimming when my lights were on auto. I asked them to check them out and was told they have to do it in the evening so they can see the lights. At 2:00pm, I went up to the counter to see where my car was as I had to pick up my daughter from a sitter at 2pm. As I walked up to the counter, the guy behind the counter told me he was just about to call me because my car was ready. He went over the paperwork and had me sign. He then handed me my keys, only they weren't my keys. He sort of laughed and apologized and handed me the keys next to the ones he handed me. Also not my keys. He didn't laugh this time. I scanned the desk area and said, "None of the keys here are mine". Rick, the Assistant Manager, heard my comment from the desk next to us and asked what was going on. The gentleman helping me said that they didn't have my keys. Rick and the gentleman looked at paperwork, looked on the computer, and I looked in the parking lot to say that I didn't see my car out there. Rick and the other gentleman said they'd be right back and they took off. I was left at the counter with a gentleman who was in training trying to be pleasant with chat. I wasn't in the mood as I was now 10 minutes past the time I had to get my daughter from the sitter. About 2:10, I see Rick and the gentleman come into the building, talk to someone at the service desks, and walk back out the door again. It's now 2:15 and I don't have my car, nor do I see it in the lot or under the drop off area. They finally come back and Rick says they had my car on the rack and they were going to do my oil change. I told him I wanted my car as I had to pick up my daughter, go to Port Orchard to my lawyer's office, and then I had birthday plans to get to... all of which I am now at least 20 minutes late for. Rick offered to have someone take me to get my daughter and then to Port Orchard and they would drop off my car wherever I was when it was done. That wasn't going to work and I wanted my car. Rick called the service department and tells them to bring my car back. He apologized and said that they did an oil change on the wrong car. He apologized a couple more times. I didn't say anything because I was furious that I made an appointment for 12:20 and TWO HOURS later, I was getting my car back with no service done. I made another appointment to come back the following Thursday to get the oil change. Rick said he would talk to his supervisor to see what they could do for me to try to make the situation right. I thanked him and left. I called two days later to change the appointment because I remembered I had to be there in the evening to have the lights checked. I told this to the lady who was changing my appointment. She offered me 12:30 (or so) on Friday. I said, "No, I need something in the evening so they can check the lights". At that point, she got very short and snippy with me, but I had an appointment on Friday, February 28 at 6pm by the end of the call. I showed up to the appointment where I was met by Jacob. Jacob pulled up my account as he was checking in and saying, "Oh my gosh. Oh my. Oh no." I asked him if he was reading my last experience here and he said yes. I told him that Rick said they were supposed to "make the situation right" for me, but there was nothing in the notes about it. I told him about my headlights not dimming and he said before he had them look at it, he asked me if we could look at the car together. I agreed. He showed me there was a button that was turned off located above my gas cap release button (I'm 99% certain my 2 year old had something to do with that). He turned it on and asked me to try it out when I left. We went back inside. Jacob was extremely nice and attentive; I was very impressed by him. He made sure that I got a drink from the café and he offered me a piece of birthday cake (someone had a birthday that day) which I declined. He told me that it would take approximately an hour for the oil change. About 25 minutes later, Jacob came to get me as my car was done. I left with an oil change. I am disappointed that I was there a second time and there was no attempt to "make the situation right". Generally, I would let mistakes go, but this was not excusable as I had an appointment and sat there for an hour and 40 minutes. Not only was I put out, but the friend watching my daughter was put out as she had to leave by 2pm (I allowed for an hour and a half oil change in my planning). This is tied for my worst experience at Heartland Toyota.

Very friendly and professional!

Audio beeps for door locks have been disabled. Please contact me about this soonest at work, ****-****-xxxx. I did not get a coupon for a free car wash. Mr. Weigel was very courteous and kept me informed about the service. Thanks!!

Computer terminals were down, so it took far too long to get checked in. I was at your dealership for three hours for an “express” oil change and a ten-minute software update. No fault of Danny’s, who was very apologetic.

Jake was exceedingly helpful, courteous and knowledgeable. He’s an excellent representative for the dealership.

Michael was very friendly and helpful. He made our first experience in your service a totally positive one.

Aaron was really amazing. He was able to get my car on the schedule right away which saved the day for me. I appreciate him understanding the situation. He is the best!!!

Thank You!

David Richards did a wonderful job! Great customer service. Polite and professional.

The parts prices and labor costs struck me as unusually high this trip. I use Heartland’s service department routinely, but I thought the work done was excessively high priced. That said, the service writer, Aaron, was wonderful!

Great cust. Service has always thank you

He was friendly and professional.

David Richards did an excellent job. very informational, if i had questions, he would answer them.

David Richards was fantastic. However, it took FOREVER to get to him. He was busy helping another customer when I came to the reception area. The other staff were not busy at all and didn’t care to greet and help me. They looked very annoyed to be at work. There was ZERO order to the reception process. Customers were coming in from 3 different directions with no way to know how to form a line or anything to let the staff know who was next. 3 people came in after I did and the staff brought them up first. One staff member with a long ponytail and a Grateful Dead sticker on his clipboard got so annoyed that after he was finished with one customer, he angrily told David, “I need to go out back,” which I’m assuming meant he needed to go smoke another cigarette because he REAKED LIKE CIGARETTES! It was utter confusion. You need a number system or some direction as to where to form a line. David noticed that I was getting passed up by the other workers, made eye contact with me and told me he would help me as soon as he was done with his other customer. He did. And the rest of my experience was pleasant. I don’t ever fill these surveys out, but I was very frustrated with my long, pointless, cigarette smoke filled wait today. Please get some order in your check in process and encourage your staff to be clean. Super unprofessional!

Service was outstanding. He was pleasant and kind wonderful to work with. Hope I will get him again on the next visit.

He was very kind and helpful!!