This was my first visit to Toyota of Lake Charles, and Brandt made a great impression. He was friendly, professional, and easy to work with. I appreciated the smooth experience.
Quick professional service.
Every time I have scheduled a service with Gavan, I have been in and out within 20 minutes!
I have a good Service Advisor
I certainly appreciate that Ms. Andrea Chiasson is very knowledgeable about the history, current needs, and upcoming services applicable to my 2015 Camry. For that level of professionalism, Geaux Sales!
Very smooth experience!!!
Clay is very informative and quick! Best service manager every
Michael was very helpful and explained everything he was doing. Even though they couldn’t find the problem out when the stereo goes out I’ll bring it back in
I always us Michael as my service advisor.
I've had another one be advisor but I wasn't....happy.
As always Michael does a great job. I have been requesting him as my service advisor for some time now.
Mr Hicks’s, my service advisor, is always very friendly and professional when I visit the service department. He is always quick to answer any questions I might have about either my 2021 Highlander or my 2024 Tundra. Y’all have made the waiting area very comfortable. So waiting while my vehicle is being serviced is not a bad experience.
My recent experience at your service location during an oil change was anything but pleasant.
Upon arrival, I was informed that there would be a wait time, but I was assured it would not exceed two hours. Based on this information, I agreed to wait on-site. After waiting for over three hours without receiving any updates or communication, I approached the service desk to inquire about the status of my vehicle. I was then informed that my vehicle had not yet been serviced.
At that point, I was presented with two options: leave and return closer to closing time to avoid additional wait time, or pay for a rental car and return it before closing. This response was delivered in a nonchalant manner and failed to acknowledge that I had already spent three hours waiting. Leaving at that stage would have rendered my time completely wasted, which I expressed to the consultant.
Only after raising this concern was I asked to “hold tight” while the consultant checked again. I was then told my car would be serviced next. Ultimately, I waited over four hours for a basic oil change an excessive and unreasonable amount of time primarily due to poor communication and lack of proactive updates from the service consultant.
I requested to speak with a manager; however, one was not available. I later spoke with a representative from Guest Services, who explained that the consultant was new, which contributed to the miscommunication. While I understand that training takes time, inadequate training should not negatively impact customers. Proper supervision and communication standards should have been in place.
This experience was unacceptable and fell far below reasonable customer service expectations.
Sincerely,
Kimberly W
Great visit. Fantastic service.
Everyone is always friendly and helpful.
Michael is a great advisor. He knows his stuff and is trustworthy.
My only issue was I wish he would have communicated the amount of time it would take once he sent the report and said I needed my brake pads changed. I was there four hours unexpectedly.
The snack bar worker could use some training in customer service- smiling, not continuing to talk on his phone while I was talking to him, etc…
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