The Car Group

My experience today at Norm Reeves Toyota service center was so streamlined, fast and pleasant. The staff there that helped me were polite and efficient. Thank you

Car was ready so much earlier than promised!

I called this morning to make an appointment. I confirmed that the appointment would be for an oil change and tire rotation using the package I had purchased from Northridge Toyota. This was confirmed to be my last visit from the 5 service package. When arrived I confirmed with Denise again that I was getting the tire rotation and oil change. I waited a little over 1.5 hours for the car to be complete. When I went in to sign paperwork and confirm my service, Denise said yes when I asked if the tire rotation and oil change was complete. I went out to my car and the tire rotation did not occur. I went back into the office and Denise said that no, there was never to be a tire rotation as it wasn’t covered in the package. I told her and repeated how I confirmed 3 separate occasions that it was supposed to be included and it wasn’t. Never once did she apologize. She went back and forth with me denying that the rotation was in the system even though I have proof from the purchase of Northridge Toyota and that the record was transferred to the Norms Reeves location in August at my last visit. She reluctantly asked if I wanted the tire change. I told her yes and I got the car back within 10-15 minutes. When she told me the car was ready, she never once apologized that this happened or I had to wait. She just told me that the tire rotation was done by two guys and that I don’t have any more rotations left in my package. “That’s the last one, bye” and she walked away. I am extremely disappointed and will not be returning. I will have to go somewhere else to ensure my tires were also aligned after the rotation. this was horrible service and I won’t be recommending my family and friends who just moved to the area to come here.

Edward is a professional and was great!

Nicole was super great and awesome at explaining things and making things easy for me to understand. 10/10 service

Ramblin is pretty amazing as a rep. He even answers my emails after hours. If it wasnt for him id be much worse off, considering this is the 5th time im gonna bring mycar back. Hes very patient and has a great demeanor

John has demonstrated excellent leadership and customer service. He is consistent and shows exceptional leadership with handling my vehicle. He has 5 Stars.

Great sincere service. Many questions Answered.

satisfied but there are still some rooms for improvement. For example, the updates for the job progress could be updated more frequently. Another thing was I could not find my car after the completion of the paperwork so I had to ask help from staff.

Simona is fantastic

Over the last two months, I have taken my car into your shop three times now. The first time was with my engine and I was with Enrique and he did a pretty good job at explaining what you guys were gonna do in order to fix the car and what steps I needed to go through to go about doing that. It was fixed nothing went wrong. About a week later my car was making more noise again. I brought it in again. Enrique helped me. He explained to me that the catalytic converter was going out. I had asked why he explained that fairly easily to where I could understood as a customer so again, I appreciated that However this third time I come in because my car is making a similar noise to what I heard when the catalytic converter went out. At this time I called and a guy by the name of Juan. Gallegos had come and helped me because Enrique wasn’t in the store that day. Juan had called me and explained what is going on with my car and have the AC blower went out and I felt a little frustrated at this time being that this is the third time in two months that I have to bring my car in and it kinda looked like I take my car in for one piece you fix it. Another piece broke down you fix it. Another piece broke down and so just kinda was a coincidence to me that all these pieces broke down at the same time now I had explained or asked rather Juan, why is it that I took my car in three times and every time I brought it in something else broke down he responded with what I felt was a smart answer not a good way either. He said to me that if you guys had a crystal ball that would predict when the car would break down it would be more beneficial to you, but because if that doesn’t work, we can’t tell when the car is gonna break down. That whole conversation was over the phone and I feel like that shouldn’t have been said or at least been worded differently. After that I was like you know what I’m just gonna get a second opinion on my car see what happens because I feel that Juan wasn’t explaining to me fully to the extent to where I could understand why the AC blower could have gone out. He explained to me that I need to call third-party insurance. I don’t even know at the time like where I could get that who I would call he didn’t take the time to explain to me or give me any numbers. He kind of just you call this person. See if you have insurance to cover it. If not, it’s 980 out-of-pocket so then that’s when I go to pick up my car. Nothing was done and I’m talk to a guy by the name of Gary now Gary, is somebody who I feel you guys should really appreciate because he took the time to sit there and explain to me what the paper said as far as reasons why could possibly have the AC blower go out? He took the time to really explain like who my third-party was. He said that he was gonna call them for me to see if I have any insurance and he would call me back as far as Juan. He never took the time to explain that to me and I feel like he just brushed me off to get me off the phone.

Very helpful and very nice man I appreciate Thank you for your help rand your servic.

Rigoberto is excellent and the service he provided was top tier. My only complaint would be the quality of the vehicle. Software issues up the ying yang, resetting my infotainment system is a mere bandaid solution, and the updates don’t seem to help much. Other than that, great service! :D

Always great working with Nate.

She recognized me and called me by my name...when I went to pick up my car...I was impressed..

He was so professional, informative and helpful. It was a perfect experience.

Service was done quickly which was appreciated.

Service was good and timely

He was nice, told me the right time and answered all my questions.

Marvelous, just simply marvelous