Angelo was helpful and kept me updated on the progress of my car.
Richard was great & empathized with me as my last experience was less than satisfactory. While I completed a survey, I never heard a word. I even followed up with a couple phone calls that went nowhere. Richard heard me out & made me feel validated. I’d still like to be heard by management, which he understood, & plan to continue trying to elevate my concern. Keep in mind, sometimes people just want to feel heard
The replacement glass has 2 unidentifiable chips on the inside. One in the middle
Yes, I have very satisfied with service provided by Angelo Ciavirella.
He was very professional and explained everything. Thanks!
Something is wrong with my 2025 prius and your technicians were unable to fix it.ive bought 5 Toyotas from your location. My wife drives this car and drove a 2005 prius for 300,000 miles.in the past your batteries lasted 8-12 years.The car would not start, we could not turn it off, the alarm went off constantly. The only way to stop the alarm was to disconnect the battery. I own 18 cars, so I charged the battery for 8 hours y, it was showing a 50% charge. The next day I tried to start the car and the alarm went off again and would not start. I charged the battery for another 6 hours before thr tow truck showed up. I have an expensive obd tablet and printed out the error codes. So it seems that my charging a 6 month old battery allowed the car to start. I put a battery checker on the battery when I got home, it already said the battery needs to be recharged. My wife no longer feels safe to drive the car.
I scheduled an appointment for a recall on my new car, which was tough to fit into my work week. I was told the car was ready a few hours later, but no one at the shop mentioned that the recall work wasn't actually done.
I only found out after reading the report at home—the only thing done was checking the tire pressure. When I called to ask why, I was told the shop isn't actually ready to handle this recall yet.
It doesn't make sense to schedule someone for a specific repair if the shop isn't prepared to do the work. I need to know when the dealership will be ready so I don't have to take another unnecessary trip.
I was never called to be told the status of my vehicle despite Denise telling me at dropoff that she'd be calling about 11am the next day. I did receive texts to review the estimate and recommendations. There was a total estimate but no itemization for me to understand what the charges were for except the cost of the recommended air filter. I responded to the text (I’ve done this before with your shop and it has worked) to ask for an itemization of the estimate and also wanted to know the status of my two complaints as nothing was stated on the form in the text (infotainment head blacks out periodically and doesn't come back on and back up sound has been completely inop 4x). No reply. After a while, I received a text that my car was ready for pickup. I texted again that nobody had responded to me and asking what was done. I then called and Denise was calling me at the same time; she stated they hadn’t received my text asking the questions. So apparently the way to handle that was to make my car ready to pick up but not complete the recommendation for the air filter. I agree with not replacing the air filter without my permission but WHY NOT CALL ME if (as she said) no texts were received (I sent them). Why assume I didn't want to complete that recommendation? I did tell her I wanted that done (which I never should have given you one more dollar at that point since Im capable of replacing my own cabin air filter for a LOT less). The text sent about picking up my car stated nothing about what was found or done regarding my complaints. There was an invoice to pay but still no itemized bill so I had no idea what was I was being charged for. So I asked her. She said the infotainment head was just in need of an update (why are customers not informed about such update or given the ability to do this ourselves so that we have a functioning vehicle?) and the backup noise intermittently inop was due to a "wire harness." I asked what about the wire harness. She said it was unplugged. I said that isn't possible because it works most of the time but simply hadn't worked on 4 occasions (yet this is legally required, so I wanted to be sure why it sometimes doesn't work). She then read off the page and said "evidence of rodent activity." I exclaimed RODENT ACTIVITY? Are you saying rodents are chewing my wires (I am aware this is a very serious matter). She said "no, the problem isn't there anymore, it's just possible evidence of rodent activity." I replied "what does that mean? As it rodent poop or rodents chewing wires? And is that the wiring for my backup siren?" She said the problem wasn't there anymore but I could talk to the mechanic when I picked up the car. I told her I needed to know what the issue is because if there's evidence of rodents chewing my wiring, SOMEONE SHOULD HAVE CALLED ME ABOUT THIS. and it doesn't just go away! She said she didn't know. I told her I needed her to find out , someone should have called me about the items regarding my car, and I needed her to let me know when I picked it up. So I picked it up about 545p (she told me it was open til 630) and only one guy was there to check me out. I asked him about the rodent activity comment on my receipt. He said he didnt know. I told him I'd asked Denise to let me know by the time I picked it up, and if she wasn't going to be there, she should have written it on the paperwork. His response was he had no idea. So in frustration with no answers, I paid. My car has always been either brought to the doors or it was parked outside the entrance. I turned around, asked where my car was. The service writer who checked me out stayed in his seat, motioned towards the outside saying "it's along the wall or sometimes they put it over there somewhere," motioning towards the left offhandedly but making no effort to let me know WHERE MY **** CAR WAS. I stepped outside and 2 guys were in the service driveway. I looked along the west wall (Home Depot side). My car wasn't there. I looked around not knowing where to start. I asked the TWO guys standing in the service driveway. I asked where my car is. They said they didn't know AND MADE NO EFFORTS TO EVEN DIRECT ME OR HELP ME FIND MY CAR. I have never taken my car in for service anywhere and not been either given my vehicle directly or told exactly where it was. I am really frustrated at this point and yelled WHERE IS MY CAR? It's dark, and I don't even know where to start! They said they didn't know and also did nothiing, made no moves to help. I started walking around. My friend who dropped me off drove around the lot and found my car parked in front of the sales department. I was capable of walking to it at that point but it wasn't visible from the service driveway, I had no idea where it was parked and only found it because my friend was in a car and able to drive to cover more ground. I am appalled at this experience, and I need someone to explain to me about the "rodent activity" comment on my service receipt and why nobody called to discuss this with me or really discuss any part of my service ticket.
Jessica was attentive and explained well
She helped me with every question!
Jessica Herrerias my service representative was knowledgeable, friendly, and helpful. My 6month maintenance service, recall recommendations were handled with utmost professionalism. Thank you Norm Reeves Toyota.
I was a bit confused. I paid for the services for my car while I was still in the waiting room per a text. After a while I went out looking for my rep and wasn't sure if I should take my keys off the board and leave or if I had to stay and get clearance first. He finally came around and gave me my keys and a copy of my billing and I was outta there.
From the moment I drove up in the service lane and met w Angelo I was impressed w the professionalism shown in my whole experience.
Very professional group and service was very quick. Robert was great with communication throughout the process.
Every person i spoke with had excellent manners,and attitude. As well as knowledge.
Completely satisfie, very
everything was very satisfactory. Your team is very polite and courteous. Thank you so much guys.
Social