Made an appointment at 9. Said it would take 3-4 hours. I had to call 7 hours later to get an update so I could organize a ride back. Nobody called me to update me. Truck was finally finished at 5. Glad I didn't wait at the dealership like I originally planned. Won't be coming back to this dealership for service.
service
Service was excellent. I was very happy with the outcome. Thank you!
I thank you to Rosalin Canes she was helpful . Thank you Rosalina
This Toyota dealership norm reeves is so nice.and specially John Bautista is very good person.
Estuvo muy bien el servicio
Robert does a terrific job
I drove from Memphis to San Diego for vacation (so half way across the country.) When I got to San Diego my truck started to make a bad sound. I looked on line for Toyota dealerships and this one had the best reviews and now I know why. They got me in, kept me informed, got me an uber to my camp, and got me out the next day with a plan on how to get home safely. They even offered to speak with my Toyota service team in Memphis to answer questions. If they said they would call me at a certain time they did. Communication and service was amazing. They saved my vacation and kept me for missing any work.
I brought my truck in last Monday at 10:30 AM for brake squeal and alignment.
During the visit, a safety recall software update was attempted and failed, extending the service timeline. I understand delays can occur; however, the primary issue was consistent lack of communication.
Multiple calls placed Tuesday through Thursday requesting updates
Messages left were not returned
I had to call from a blocked number to reach someone
Two staff members committed to follow-ups that did not occur
When Q did communicate, the interaction was clear and helpful. The issue was not capability—it was follow-through.
A second concern was vehicle security and handling.
When I arrived Saturday, my truck was parked outside with the tonneau cover open, despite prior instruction on how to close it. When I left it initally for service, it was closed.
Leaving the vehicle unsecured exposes both the truck and its contents. This should not occur under any circumstance.
At pickup, the service performed was not proactively reviewed. I was asked to sign first and only afterward asked if I had questions, which did not reflect a complete or professional handoff.
I have purchased both a Tundra Platinum and Camry XSE from your dealership. My expectation is consistent execution in two areas:
Reliable communication
Proper handling and securing of customer vehicles
These gaps should be addressed at the process level to prevent recurrence.
John was terrific. He got me out on time. I really appreciated that!
I was not contacted that my car was ready.
The wait was almost 3 hours for an oil change. What is the point of doing an oil change if I still have ti wait 3 hrs.
Unsatisfied unprofessional Rude delay
Excellent customer service and the maintenance was completed in good time.
I went in for a recall on Saturday 03/28/26 the recall was resolved. While I was at Toyota I figured I’d ask about fixing my car door since it was broken. I asked the service agent if they could give me a quote to fix it, I mentioned how it was broken and couldn’t be opened from the inside. He proceeded to inform me it would be a $209 charge to open the door and if the cable was detached they would connect it or figure out what was wrong with it, he never mentioned an additional charge. I was under thr impression the issue was going to get resolved due to the charge. Once I received the report, it stated it would be $209 for the opening of the door with an additional charge of $334 to fix it. I had asked the service agent if the $209 could be applied to the $334 charge since I wanted it fixed with Toyota. The agent than proceeded to inform me the reason of the additional charge was due to my verbiage and the way I asked in the beginning. If I would have said “fix it” I would’ve received a charge of just the $334. I understand that I did not ask properly, but for me to get charged $209 for them to just tell me its broken is absurd. I knew it was broken, it wouldnt open from the inside. I got charged for something I already knew! Ive called multiple times, no one has reached out. I feel as if no one is trying to reach out or take this concern seriously. I’m not sure if this is due to my car being older, but I feel ignored and disregarded. I went to Toyota directly because its a trusted brand but instead I feel as if they took advantage of me. I will keep waiting for a response because this is extremely unprofessional and unfair.
He’s very professional and friendly!
Bringing my Toyota RAV4 to Norm Reeves was a great experience. The customer service provided on this day was great.
Jessica was amazing and informative.
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