Courtney did a great job checking me in a then letting me know when my vehicle was finished.
We initially scheduled an appointment around December 17th. Before that appointment occurred, my husband called to cancel because the driving issue seemed to be improving. No one answered his call, and the vehicle was never brought in. Despite this, he later received a text stating the appointment had been missed.
The original concern was that the vehicle felt bumpy while driving. This occurred after a large snowstorm, so road conditions were a possibility, but since I had an upcoming trip, I wanted reassurance that everything was mechanically sound.
When the issue returned, my husband called again and scheduled an appointment for New Year’s Eve. During that call, he clearly explained the concern (possible tire, strut, or wheel bearing issue), and it was confirmed this would be addressed. He was also told the vehicle was due for an oil change, which we agreed to include.
When I arrived for the New Year’s Eve appointment, I was told I was there “just for an oil change.” Because the department was very busy, I didn’t push back immediately, but once I was in the waiting room, I became concerned the original issue would not be checked. My husband called the service department and was reassured that the concern was documented in the notes and would be addressed.
When I picked up the vehicle, I was told the oil change had been completed. When I asked whether the original concern had been inspected (tires, struts, wheel bearing), I was told the notes indicated I had complained of “squeaky brakes.” This was confusing, as I never mentioned squeaky brakes at any point.
When I asked whether there were notes from my husband’s call or who he spoke with, I was told there were no additional notes and that staff could not determine who he spoke to. I then asked to speak with a service manager.
The service manager was professional and helpful, and I learned that a multi-point inspection had been completed. I wish this, as well as the difference between a diagnostic appointment and a standard inspection, had been clearly explained upfront, as the lack of clarity made the process unnecessarily confusing and stressful.
I want to be clear that I’m not seeking special treatment. My parents purchased vehicles from Mark Motors when I was growing up, and I’ve personally purchased two vehicles as an adult through the Plover location. I value the dealership and want to continue doing business with you.
My main concern is communication. When a customer books an appointment and raises a specific concern, it’s important that the concern is accurately documented, expectations are clearly explained, and any findings directly address the issue reported.
Thank you for taking the time to read this. My goal is simply to help ensure clearer communication and a smoother experience in the future.
Thanks ???? for your time and as always politeness and work well done!
Very efficient and polite. Thank you!
Brandon took care.of everything for us. Excellent to work.with.
I supposedly left with 2 issues,a taillight out, and a dirty cabin air filter, filter was dirty, but also installed upside down after reinstall, so blower fan made alot of noise.The taillight that was out, I couldn't find that issue.
Curtious, friendly and professional.
Well done!
Thanks
Brianna was polite and did her job well.
Very disappointed with the quality of service recently provided. The scre in my tire should have been found the first time I brought it in because the low tire light went on. This is my 3rd visit where ai pointed out the low tire pressure. I was told the techs who do the tire rotations and oil changes are not trained to check tires. I was also charged labor to clean the tire and patch it. In the past there was no charge and I was told road hazard no longer covers it and they have a new service manager. I get top of the line service from my salesman, Bernie Pretat and informed him of my disappointment in the service department. In this day & age service dept quality is very important to your customers.
Great service and courtesy
Since new ownership, the service department has gotten worse. Today, after replacing the wipers on our vehicle, Patti saw that the windshield was cracked. We will see how your team responds to this incident.
Not sure if Brandon was the one I talked to, both on the phone and at vehicle pickup, but you sure are annoyingly aggressive in your follow up texts and emails! That is the worst part of the Toyota experience!
PS- Bring back the ALL GAS Camry (not a frickin’ hybrid) and I’ll buy one!!!
Driver side door still rattles when going down rough roads. Tech stated he could not hear it.
Good service friendly worker
Service was fast,efficient, and reasonably pricd.
I think BRIANNA BUTZIN DID A GREAT JOB ON EXPLAINING EVERYTHING ABOUT MY CAR APPOINTMENT.
I was charged $91 to adjust the headlights up, as they were too low when I bought the vehicle. The vehicle was a certified used toyota and had a year warranty. I had to plead my case and did eventually get the service free, as it should have been. That's a quick way for me to lose trust in the dealership.
I used the texting option to book the appointment and gave my VIN for a quote for an oil change and tire rotation. I had confirmed it via text for said amount. When reviewing the bill it was way over that amount. The reason was my Tundra takes 8 qts. Which I know but when giving my VIN the quote should have picked that up. In addition, the mechanic was unable to rotate my tires due to not having the proper sockets. Yes my truck has aftermarket rims but if the mechanic only uses impact thick walled sockets instead of using hand tools and a thinner walled socket to complete the service I would have been satisfied. A safety check and oil change should not take 1 hr to perform. I will not be bringing my vehicle back for service.
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