Heartland Toyota Auto Repair Service

Jacob met me at my car, and I got the mileage and did the paperwork. The oil change was done quickly and I was one my way. Jacob also highlighted I will need new tires, and air filters within the next two services. He was very efficient, helpful and friendly.

The process went more quickly than I expected and the waiting room was comfortable.

Thank you

Was concerned the possibility of the battery as we had some problem over a year ago causing power loss to battery. Thank you ????. Thomas Eyre ????????

Great customer service

Great customer service.

The only item I think should have been caught, and not necessarily from Dustin Beeson, is the check engine light was on. My wife noticed it on the way home after leaving Heartland Toyota.

Dustin was very professional and very helpful. He did not pressure me which is a good thing and he helped me out. I would come back because of his customer service.

I was charged $30.00 to diagnose the incorrectly working washer sprayer. I was diagnosed that a hose needed to be replaced when in fact it was the 3 way vacuum fitting that was bad. I went to o’rielys and for $5 fixed it my self. I am extremely upset that I was charged for the wrong thing when it was a simple fix.

Contrary to the ease-of-use you advertise, your website does NOT permit scheduling the most common warranty service: 10K, 20K, 30K, etc. Fix it, or quit sending out emails bragging about it! Your customer intake process for service appointments is less than satisfactory. It is not that it involves long waits - I waited only about 15 minutes. But once I was greeted at the service lane (a nice feature) I felt I was dumped into an indeterminate wait situation, where some agents were of course working with other customers, but most agents were doing some kind of paperwork and avoiding eye contact. And of course I had little idea of my place in line. I think my basic good manners caused me to lose a couple of places in the queue. I suggest you work on your process and systems to avoid service customers feeling like they are there hoping for attention from people who are busy with more important matters. The work to intake a customer should end when that customer leaves the desk, and the agent should then be ready for the next customer. Agents that must attend to matters on the phone should do so elsewhere or you should assign other staff to do that work. The experience of waiting for assistance while looking at a bunch of backs of people on the phone is not welcoming. Hey, I didn't say I had easy fixes, but I have a background in systems / process design, so you might want to take this advice. Once I managed to engage with a service rep, I was quite satisfied with my interaction with her. She knew what I was there for, and the additional concerns I had already provided in making the appointment. Suggestion: have the service lane greeters gather the basic mileage information, etc. and give it to the customer on a slip of paper to give to the service rep. Then the rep does not have to interrupt the intake process to walk out to the car and back. Time is money, and every minute your reps are not actually working with a customer, the waiting customers are wondering how much longer they will have to wait. Also, while I was waiting, I observed up to three service lane greeters hanging around shooting the breeze... they could be facilitating the intake process as I just mentioned above. I think you guys really want to offer the best customer experience. That's why I am taking the time to offer my fresh pair of eyes on the process! Hope you find it useful.

Great job

Awesome as usual !

We were welcomed and our service needs taken care of in a timely, even though it was a very busy time with many other customers there. Well organized! Thanks

Austin did a great job today. Thank you.

Thank you. She was very sweet and professional and really seemed to enjoy her job. Which is hard to find now days as most are just there to get a pay check and act like you are a inconvenience to them. But she was non stop smiles, professional, enjoyable, answered questions and made us feel very welcome.

Thank you

Terry is a top notch service provider. Always ready to be helpful and ready to offer the best solutions & service.

Excellent customer service.

Always have a good experience at Toyota. They make sure that your service is done in a very timely manner And the coffee is good too. Very good time.

Austin was very nice, my car came out at the advertised time. Thank you very much