Nick was great at helping me get my new stereo put in! Thanks for the great customer service!
I wanted to share feedback regarding my recent service experience. While I understand that much of the delay was due to the warranty company, the communication from your team made the situation far more frustrating than it needed to be.
There were several instances where I reached out with questions and did not receive a response. Additionally, when calling in, I was routed to a call center that was not on site and never received a call back. At one point, we received more timely updates from the warranty company than from the shop actually handling the vehicle.
It also would have been helpful to be notified in advance if the person managing my case was going to be out, especially when we were already waiting on important updates. Even a brief message such as, “I’ll be out tomorrow, but we are still waiting on the warranty,” would have gone a long way.
Overall, the lack of communication made an already lengthy process much more difficult. Despite this, the repair brought significant business to your shop, and I hope this feedback helps improve the experience for future customers.
Rylen was very informative and answered all of my questions.
Nice clean facility & courteous staff.
My dissatisfaction was twofold. My appointment was for an oil change at 1:45 pm. I was promptly checked in and sent a text. Around 3pm, I went to ask about my car because it had moved from the spot it had been placed before the service. A service person said they would get back to me. At 3:11 pm I was sent a text message with my vehicle report. A couple of minutes later a text was sent that someone would be out in 15 minutes to discuss my report. After 30 minutes of waiting, I went to ask about my car. Another gentleman went to check on the status of my car and came back without my keys. Thankfully, he was able to locate them but they had been sitting at the cashiers desk without anyone telling me my car was ready. While I understand that shops are busy and wait time is expected but to wait possibly an extra half hour because someone could not have the decency to tell me my car was done, I find to be disrespectful. I had switched to Coon Rapids for my oil changes because of the speed in which I could get in but I may go back to the Brookdale dealer because of the communication and detail to the process.
As usual, Carlson Toyota and its wonderful staff took great care of my RAV4 and made sure I understood the tasks performed. Thank you!
Was advised and sent a picture that my battery needed replacing. Battery is four months after questioning the result I then was advised that they use the bad battery checker. They retested it and it was good. He apologized for sending us the wrong picture and information. On my way home, I noticed a noise coming from my fan Popped open the cabin air filter. Some leaves had fallen into the blower motor when they checked the cabin filter to see if it needed replaced honestly, if I hadn’t already purchased the five more package oil change I would not be returning.
I am very happy with the quick and thorough service I received.
I am satisfied with the service and end result of work and payment for my car.
Thanks again Scott for your help.
Janet
Very good service as I have come to expect.
Scott was good to get to work with. Very hard to get a call back on Monday to get through to service Service Representative.
Did not return phone calls when inquiring about my vehicle.
Great experience. No issues
Appreciate Chase getting me in even though I didn't have an appointment. Excellent customer service to him & all the staff I encountered.
Neil was very kind, friendly and layed out all of my options for me and wasn’t pushy at all. He truly is a great advisor.
Nick provided excellent customer service and is an invaluable member of the Carlson Toyota team.
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