My car was returned with black shoe prints on the drivers side and back area where they did work. I would like this cleaned.
Mallory has excellent customer service skills, and communicated very clearly.
Appreciate the great service!
Professional, l owledgebale and competent. Happy with the service!
Andy Gonzales and David K
Made a specific time of day "appointment ", indicating I would be waiting for the vehicle. I arrived 10 minutes before the scheduled appointment time and checked in. My vehicle did not get pulled into the garage to work on until 45 minutes AFTER the scheduled time. I thought the concept of appointment setting was to be that the vehicle would be worked on at the appointment start time, minimizing wait time.
Service was slow. It took an hour for them to get to my car for inspection. Was determined only an oil change was needed.
Very professional and thorough service.
Brought my car in for emergency brake repair without an appointment. A few hours later my 2018 Highlander was back on the road. I appreciate all of the staff at Smart Motors.
Eric Muma was very professional, and courteous. He went there very thero. He's a keeper.
Roger made right a situation that was not his fault. Thank you
Very pleased with the attention to details.
I had a terrible experience with Smart Motors. I made the original appointment on 5/4. Almost a week went but without the service department reaching out to say that they didn't have parts and we'd need to reschedule (5/11). It could have been handled well before that.
When I arrived at the rescheduled appointment (5/12), the service department had no record of my appointment. They didn't know if the parts were there. I had to physically walk over and talk with the parts department before the service team agreed to honor their appointment.
After I left, I received a message saying that the part wasn't color matched to my car and it would be an extra $150 and 2 days time. At no time during the multiple times I spoke to Toyota did they ask the color of my car, inform me of the additional time, or additional charge. The service tech asked me "Why didn't YOU order the part in the right color?"
When I went to look at the invoice, the total cost was over $500 more than what I was quoted, which includes the additional paint. The tech asked me to approve it as it was, even though he promised it wasn't the right price. I refused.
I don't know if it was a deliberate attempt to upcharge or significant faults in their processes. I won't be back to Smart Motors either way.
Appreciate great service always. Thanks much to Jose Angeles and the rest of the team!
I had scheduled service on 5/15 due to the unsafe condition my car was left in on 5/13 when it was serviced at Smart Toyota. ( I filled out a survey regarding that days service).
The passenger side top metal portion of the running board was held on essentially by one screw. It was left in that condition after I had asked that the running board be looked at so I knew how to schedule my next service. The metal portion was separated about a quarter inch towards the back wheel for about 2-3 months, without change. I planned to schedule service the next time I bought in my car.
David greeted me at my car, asked how my day was. I said that it could better. I showed him the drivers side running board where the metal was separated about a quarter inch towards the back wheel. ( This basically was exactly like what my passenger side was when I bought it in on Wednesday). I told him that was normal when I bought it in on Wednesday. We then walked around to the passenger side where he was able to see the top metal portion hanging off the running board. It was not too hard to see the issue that brought me in that day.
Inside, I shared with him my disappointment, frustration, lack of concern, and more importantly, the poor customer service I encountered on Thursday when I called. I left the dealership in an unsafe car, never being told as such. The metal portion that sits on top of the running board could come off at any time while driving which in return could have hurt multiple people, not to mention whatever else could happen. I should have been directed to go to the service department at that time to have it looked at.
My car was able to be fixed that day in a timely manner. David did EVERYTHING right for customer service that day! He was attentive to what I was discussing not dismissing me. He kept me informed of the progress while it was being fixed. I discussed my concern moving forward about future care for my car services. He gave me his business card to contact him directly for all future needs with my car. This is what will keep customers coming back!
I brought my Highlander in for routine service. I asked that my PASSANGER SIDE running board be looked at for future reference to scheduling an appointment. I specifically stated that I would get this taken care of at my next service since it was this way for some time and had not changed. There was about a quarter inch separation from the metal and side of the attached part to the vehicle by the back wheel.
When I checked out, Ben stated there was rust damage on the PASSENGER side and I would need to schedule service to have it repaired. Never was the DRIVERS SIDE discussed at any time while I was at the dealership.
On Thursday, I noticed the passenger side metal portion on top of the running board was essentially held on by one screw, towards the front wheel. The metal portion was hanging over the edge of the black portion of the running board. I placed a call to Toyota, and was told they were going to connect me to a manager. It was Ben Meissner who picked up the call.
I described the above situation and said that I thought that he was my service advisor that that day. He pulled up my paperwork and then said the he was. I discussed with him about how the running board was left in a condition that was significantly different than when it was brought in, not to mention an unsafe situation. When I repeated myself about how my car was left, he put me on hold to speak with a manager. ( I originally that I was going to be connected to a manager). He came back on the line and told me there was nothing he could do for me since the car was damaged when it came in.
I discussed that there was a safety issue with the condition of metal being held on by one screw and how this is not acceptable. Again, nothing but it was damaged when it came in. I said, not like this!
At this point, I never brought up the drivers side. Again, I NEVER asked that the drivers side be looked at. The metal portion was separated about a quarter in towards the back wheel. It was never out of place when I bought it in.
He offered to book service for the next day, secure a rental car.
He was thorough and made me aware of the services I’ll need soon. I couldn’t do those services the same day because I had an appointment somewhere else. He, without being asked quickly completed my oil change. I appreciate that.
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