We were told when we came in last week that we needed only an oil change. When we came in Thursday, we were told we required a much more complex service. When we asked, we were told that the woman who told us we needed an oil change was new, inexperienced, and needed more training (lame excuse and demeaning to co-workers). Then, after reviewing our history, the agent talked about cabin and engine filters - until Harry told him we had that done at the last service to which he replied "oh, yes, I see that now". During the service, Harry was told that he needed new tires and a spark plug change immediately (neither were needed immediately). We got a rental and were told that we needed to fill it up before returning it. It took 1 1/2 gallons and we had driven a total of 6 miles- another customer scam. The feeling was that we were being used to make some sort of quota rather than treating us as long term customers and letting us know what was actually required. It was , overall, one of the most unpleasant and aggravating experiences we have had in the 10 years we have owned the car and been bringing it in for service.
5/18/2019
James T. VERIFIED CUSTOMER
They went out of their way to get the 4th tore I needed and kept ms up to date. Awesome service!
5/18/2019
Alexander M. VERIFIED CUSTOMER
Aaron was very helpful and listened to my concerns about my vehicle.
5/18/2019
Jonathan B. VERIFIED CUSTOMER
Very helpful
5/18/2019
Jason M. VERIFIED CUSTOMER
Dustin did a great job of walking me though the entire service visit. I would definitely come back again for any service my Toyota requires in the future.
5/18/2019
Clifford T. VERIFIED CUSTOMER
Prompt service
5/18/2019
Heidi H. VERIFIED CUSTOMER
1. My husband brought the 4Runner in. He specifically gave his number for contact, but I was the only one that got texts. 2. He provided the military discount certificate at intake. When he received his paperwork it was not applied 3. He specifically asked for no oil change, and was later assured it had not been done- but it appeared on the invoice. 4. It took some delay to get the invoice, and then it had to be corrected, and only because he caught the errors. So, no, it was not an entirely satisfying experience.
5/18/2019
Kyle B. VERIFIED CUSTOMER
I will be back for maintenance from now on
5/18/2019
Jeanie E. VERIFIED CUSTOMER
He’s an asset to your business.
5/18/2019
Matthew R. VERIFIED CUSTOMER
Nina Shaw was outstanding. Outstanding customer service great personality always has a smile on her face. Made my experience very enjoyable.
5/18/2019
Tirso D. VERIFIED CUSTOMER
Service tech was very helpful of what I need to take care of my vehicle. Overall good service.
5/18/2019
Mary H. VERIFIED CUSTOMER
He did an amazing job of explaining to me the exact problem with my vehicle.
Whenever I come in for a check up or a tune up, I’ll be going straight to jake. Excellent customer service.
5/18/2019
Leo T. VERIFIED CUSTOMER
Gennifer is terrifuc!
5/17/2019
Michelle O. VERIFIED CUSTOMER
There are however too many hands involved in the process. And outcalling the initial phone contact with the customer seems vague and impersonal. I think also that the flow of customer service from your corner station to the actuql service advisor also seems too staff weighty. One runner should be able to handle this ....just a thought....the customer should not feel like they are being shuffled all over the place and the service advisors should get support....but not be just part of a big.loop
5/17/2019
Larry R. VERIFIED CUSTOMER
I like having Rick as my contact. And, I appreciate his advice and assistance.
5/17/2019
John R. VERIFIED CUSTOMER
SHE WAS FRIENDLY AND EFFICIENT!
5/17/2019
Mary Jo. VERIFIED CUSTOMER
Aaron is polite, friendly and completely trustworthy. I am 73 and have Multiple sclerosis and Aaron always moves my car for easy access to drive out. That service means a lot to me.
5/17/2019
Zachary W. VERIFIED CUSTOMER
Always helpful! Never tries to sell me things I don’t need but offers reasonable suggestions. Not pushy which makes me more willing to return and do business with heartland Toyota vs taking it to another repair shop. And explains issues with the car well so I understand.
5/17/2019
Steven P. VERIFIED CUSTOMER
Quick oil change. And I appreciate your reconnecting a disconnected fog lamp for no additional charge (as opposed to selling me an unnecessary replacement lamp), thanks!