Here’s a slightly more assertive version without going overboard:
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I had an appointment at 12:30 on 3/21/26 at Lake Charles Toyota. I was checked in at 12:31 PM by a lady in a white shirt, and I later received a text at 1:38 PM saying my car was ready.
From that point, I waited outside for about 50 minutes and no one came to get me or provide any kind of update. I had to go ask someone at the desk for help, and even then there was confusion about who my advisor was. Eventually, I was directed to Gavan Guillory, who confirmed my car was ready and asked if I received the message. I explained I had been waiting since 1:38 PM, but there wasn’t any real acknowledgment or urgency—just the total for the service.
I’ve been here several times before without issues, but this experience was frustrating. There didn’t seem to be any effort to follow up or make sure I was taken care of, especially when I could clearly see other customers being assisted.
I’ll likely return for future services, but this visit definitely fell short. Better communication and basic follow-through would go a long way. An oil change shouldn’t take nearly two hours, especially when the car was already finished.
Brandt is very proffessional and very thoughtful of peoples time he will work to get you in and out as quick as possible. I will always ask for Brandt.
I had to wait for the service advisor for 15 minutes until she was able to come out in the bay. I had two tires where the tread was worn, but yet your service department didn’t tell me I should get new tires first before I got a alignment. I read that on the Internet and I canceled my appointment for the alignment.
Angela was great. She kept me up to date with repair & costs. Lake Charles Toyota has the best customer service.
Did not see or talk to Gavin Guillory. Talked to a lady bug don’t know her name. Think she is new. Might need more time.
Mathew was super nice and knew what he was to do.
She did a very professional job in inspecting my daughter car. Thanks for a great Job
Mr Hicks is an excellent associate and very pleasant to his customers. I appreciate his pleasant personality.
Love the free concessions while I wait! I trust Matt Hicks! Quick and efficient!
Brandt took great care of me. I feel very comfortable trusting my vehicle service needs with Lake Charles Toyota.
Got a text to approve a tire leak and rotation. Waited another 2 hours and never got a text about the truck being ready. Finally asked guest services about my Tundra and he found out it was ready long before. Not a huge deal but the text notifications or lack there of can be a point of failure. LC Toyota is still top notch in my book.
Professional service every visit
Matthew Hicks is a great communicator. He is always kind and knowledgeable
Matthew Hicks is a really good guy. He is an asset to your team.
Matthew was great! He was so helpful. I will be returning for all of my vehicle service needs
Fast and dependable service and very polite also. All was perfect!!
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