Heartland Toyota Auto Repair Service

Nina was the only one that thanked me for my patience and apologized for the wait.

SCOTT MORITZ IS THE BEST!! ALWAYS TAKING CARE OF ME AND MY FAMILY

All was well explained to me. Very personable representative. Good customer service.

Aaron deserves a raise.

Good service helper

I came in with a 2003 Toyota Sequoia on Sunday 7/14. Dustin was professional and courteous. I have no issue at all with my experience with him. Otherwise my experience was not good. I told the person over the phone, and then I told the person I checked in with, about what I thought the problem was: that I didn't know, but it could be the latch frozen itself, or something in the handle/cable. After I'd been waiting for a while Dustin came by and told me the cost would be about 300-something, plus tax. I told him that was fine and to proceed. I think it was almost an hour later he got back to me and told me that the service technician couldn't get the door open and if I knew about any other issue or something that had been done. So in other words, they hadn't actually isolated the issue nor it seems did they hear about what I had said earlier about the problem. Be that as it may, they looked further. I think it was maybe another 30 to 45 minutes and Dustin came back and said that they couldn't fix it for the quoted amount because the latch itself seemed frozen. I was about ready to be done then so Dustin closed out my visit. As I was leaving he mentioned that I could "poke the cable back in". I didn't know what he meant but it became clear when I got back to the car - the cable mechanism for the rear door latch was sticking up out of the back door, through the window sill and resting on the window. (instead of being tucked inside the door and out of the way of the window mechanism, as I had it before I came in). I was annoyed, because I could not use the window in that state and I thought it was lame that the technician didn't put the cable back where he/she had found it, but in any event I drove home. I figured I could put it back, as Dustin suggested. After I got home and looked at my car in the light of the sun, outside of the shade of the service entrance overhang, I saw that not only was the cable outside, resting on the window sill, but the rear window had been scratched where the cable rubbed against the window as the technician raised or lowered the window without taking appropriate precautions to move away the metal cable housing, or tucking away the cable in the first place. I'm not talking about a mar to the window where the plastic rubbed or something, I'm taking a scratch to the window, from metal. I took a picture of the scratch, and I wrote to Dustin with my complaints. I told him, just as I'm writing to you, about the issue. I told him that I was just letting him know, and that I didn't expect a response from him. I still don't, but I want to write to you because whoever is in charge of the service techs needs to know that the way my vehicle was handled was not appropriate, and not professional in the slightest. My car isn't new, nor is it perfect cosmetically speaking, but I did NOT expect to come out from my service appointment with my car in a worse state - damaged and with work that I had to do to correct / put back things to make the car usable to the state it was when I brought it in. As it was, after I got home I took care to put the cable back (without doing more damage, I should note, because I took care with it), and I placed the cable back inside the door and out of the way of the window mechanism, as it was when I had come in. It took me about a half hour to do but a tech probably could have done it in a few minutes. I don't know why this happened. If it was laziness, overwork, shorthanded, what. But it was totally unacceptable and really unreal to me that level of disregard for a customer's vehicle. Total amateur hour stuff. Again, I don't really blame Dustin for this, he was the guy behind the desk. He was nice enough with me, and he treated me with respect it seemed to me. However, whoever did the work was really, really sloppy. That is all. Thanks for your time. Bjorn B

Excellent service and attention to detail advised me of any issues or upcoming needs for my vehicle.

Every step of the service was very painless and seamless. The service I received from every staff member I encountered was top notch. Very professional and I would recommend anyone I know to have their service performed there.

I received the great service that I have always gotten there. Keep up the excellent work. Thank you! Regards, Bob

Personable and helpful!

Thanks for getting me in do quickly.

We had previously been assured a repair on our 2013 Toyota Sienna to fix a problem from the day we got the car would be free of charge as it should have been covered under the certified used vehicle program. It was a problem that program should have identified before the sale.

Excellent

Always great to talk to Nina!

Sydney explained what we needed for service today very well. Totally impressed with her and definitely will keep her as our To go person. She is very knowledgeable and we felt very confident with her. Thank you.

Nina was very accommodating and answered all my questions and concerns.

I brought my truck in for a basic oil change and tire rotation. The tire rotation caused wobble in the steering wheel so I had to return to have it looked at. The wobble is still present following the 2nd service.

Incorret part was ordee for the floor mat. Issue with the driver side belt tensioner was not resolved for the second time. I do not believe that the recall for the radar sensor was addressed properly, yellow warning was shown couple of times on the way home when the truck hit bumps on the road

Well, I cane in for a complimentary oil change and I left with that and new tires, and very happy with the experience.

Great service was an hour early for appt got me in early for no wasted time.