Toyota SmartPath Service

I have had Bob help me for years! He is always professional and helpful. He is honest and has never tried to convince me that my car (4 Toyota’s over the years) needs something that I don’t need. He is a gem.

Ian did a great job. He treated me like a valued customer, even though I was from out of state. I really appreciated his attitude.

I thought Blake was very helpful and polite. And that is usually not the case when dealing with your service personnel.

Simple oil changes should not.take almost three hours. As I arrived a lady was paying her bill and was saying she been three three hours for a simple oil change

My appointment was at 730 am and i left 10 am for routine inspection change oil and filter what a waste of time

I was able to bring my car in without an appointment to get a leaking tire fixed. The tired was repaired in 30 minutes, which I really appreciated

Professional service

From the time I walked in and the time I walked out, I was treated respectfully and professionally. My questions were answered. My services were provided, and I was on my way out on the road again.

Dear ****, I spoke with you briefly today but was unable to fully explain the situation before I had to leave to pick my daughter up at 1pm. I am writing to express my disappointment with the service experience I had at your dealership this morning. I brought my vehicle in for a routine 10,000-mile service and oil change. When I arrived, I was told the service would take approximately one hour. Later, I was advised that an alignment was recommended, which would require an additional 45 minutes. Based on those estimates, I expected to be at the dealership for less than two hours, which was realistic and well within the time I had allotted myself for the appointment. Instead, I waited a total of almost 4 hours before my vehicle was completed. My primary concern is the lack of respect for customers’ time. The purpose of scheduling an appointment is to allow both the customer and the dealership to plan accordingly. When a routine service takes nearly four hours despite having a prescheduled appointment, it creates significant inconvenience and disruption. Many customers depend on their vehicles for work, family obligations, and other commitments, and unexpected delays of this magnitude are unacceptable. As I said earlier, in addition to taking time away from work for this appointment, I also needed to pick my daughter up at 1pm today and was late doing so due to these delays. Unfortunately, this is not an isolated incident, and perhaps why I am so frustrated today. My husband and I have experienced service-related issues with your dealership multiple times in the past, including a previous vehicle’s audio-visual center console repair that was returned to us not resolved. Another issue was repeated service visits for our previous vehicle’s start-stop system malfunction (which caused the vehicle to break down in the middle of the roadway three times) that your team could not find a cause of, nor fix, simply offering to change the battery each time. This ultimately lead to us getting a new car as the previous car became so unreliable. We also recently brought in our new 2025 Highlander due to an unexplained rattling noise. Your staff kept and drove the car for an entire day without finding a cause. My husband had to later return with it and ride with a technician for them to figure out it was a loose roof rail. These repeated experiences have diminished my confidence in the level of service and communication provided, as well used up significant time spent dealing with unfixed problems. I am sharing this feedback because I believe there is substantial room for improvement in scheduling accuracy, customer service, and communication. At a minimum, customers should receive realistic time estimates for appointments and proactive updates when delays occur. And when problems do arise with their vehicle, they should be confident in your service department’s ability to fix the issue. I hope you will take these concerns seriously and use them as an opportunity to improve the customer experience going forward. I am hopeful each time I return for an improved experience, however I have yet found that to be the case. Sincerely, Courtney Wilder ****-****-xxxx

Davis was awesome. Got me taken care of with a last minute request. He’s the man.

I appreciated the way Eric informed ne of all the necessary facts, and then the way he followed through and booked me an appointment for the following day when the 4 new tires would be in the shop. He is professional and courteous and patient.

You guys are the best Thanks.

Excellent service. Donnie was professional and was patient with me and explained everything that needed to be done to my 4Runner. They had to keep my vehicle over the weekend. Donnie provided transportation to and from my home.

Car doors are locked, I can’t get in

Upon entering the check in garage space. I stood outside my vehicle for 10 minutes before someone approached me to check in my vehicle. There was no line, no rush, I was the only car on that space. After the oil change was complete, Mpmy vehicle sat parked for 20 minutes after being serviced before I was notified. I stood in front of the 6 service reps knowing it was done. Each service rep just sat there on their phone looking or scrolling while I waited to continue with my day. When an appointment is made for an oil change, a costumer should not have to wait 75 minutes to leave. I will be changing my own oil from here on out. This was the worst service I have experienced from Carlson Toyota. I own three Toyota vehicles, I will not be back.

Great service overall. Options were clearly described to me. Work was done in less time than was estimated.

Very professional

If Andrew isn’t already in a leadership position. He should be.

Chad was able to an emergency in and fixed quickly

I always appreciate Joes customer service.