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Malloy Toyota - Service Center
Winchester, VA
9 Reviews
9 Reviews of Malloy Toyota - Service Center
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October 05, 2024
I’m done with Malloy Toyota because of the receptionists they have answering the phones, who can’t seem to get anything right. I have been a loyal customer for years, but today was the last straw. I called they have answering the phones, who can’t seem to get anything right. I have been a loyal customer for years, but today was the last straw. I called on Monday, September 30 at 11:27 am to order new tires for my 2020 Tacoma. I talked to the Parts Department, and found out that they had the tires I needed in stock. So I told them I needed to find out when I could get an appointment to get the tires installed and aligned. They transferred me back to the receptionist who initially answered the phone when I called in. The receptionist made an appointment for me at 7:30 am on Saturday, October 5. I told the receptionist that I still need to reserve the tires with the Parts Department now that I had an appointment and told her that I had just talked to them. She said not to worry; she would contact Parts for me and tell them to set aside the tires that I had inquired about just two minutes before. I showed up for my appointment on Saturday, and there were no tires. I asked to speak to the supervisor of the receptionists, and the woman who works at the cashier’s window came and talked to me. Unfortunately, I had not gotten the receptionist’s name because I figured she was capable of doing her job. The supervisor had no empathy for my situation at all, especially when I said I couldn’t provide the name of the receptionist who answered the phone. She even seemed to doubt the authenticity of my story by saying “I’ve never heard anything like that before.” Didn’t even get an apology from her. I had made appointments for routine service with the receptionist who answers the general number in the past, and twice I showed up for my appointment and they didn’t have one for me because the receptionist didn’t do her job. After that, I always made my appointments myself online or made up an excuse to talk to the service department and made my appointments directly with them. The receptionists are like the gatekeepers to the rest of the organization and will do their best to prevent you from talking to anyone else. You need to make up an excuse to talk to other departments in order to be sure you get what you want. I blame the apathetic supervisor of the receptionists at Malloy Toyota for not really caring about what kind of service I received. More
by Chris C.
Employees Worked With
Tina Smith
May 09, 2023
Had quite a bit of work done to our vehicle we had bought privately and it was a very stressful situation but Lorenzo was very understanding and very helpful through the entire process. My husband and I are privately and it was a very stressful situation but Lorenzo was very understanding and very helpful through the entire process. My husband and I are very grateful for Lorenzo’s help and all the time he spent on our situation! More
by Kathleenmiller84
Employees Worked With
Lorenzo, Action Marketing
August 25, 2022
Took our car for inspection, inspector found a list of things that we declined for them to fix. Got eveything fixed, took it back for reinspection as everything was working great. The car passed the inspe things that we declined for them to fix. Got eveything fixed, took it back for reinspection as everything was working great. The car passed the inspection, but the check engine light was on. Came home, ran the code and it was the MAP sensor. Husband got under the car and the all 3 wires had been cut clean off right at the plug. Called the dealership this morning to let them know and of course the answer was "we just dont do that here". I told the manager that I didnt buy that, if it had been 1 wire and it had be frayed, we could have a different conversation but all 3 were a clean cut. I also told him the check engine light was not on when we took it up there and if it had been like that before we dropped it off the light would have come on immediately. The minute I mentioned legal action, all of a sudden he could talk to me any more. I will NEVER EVER recommend or take my vehicle for service there again. More
by jamiebrothers44
Employees Worked With
Sam
August 21, 2021
Unapproved and unnecessary work!First time in for Unapproved and unnecessary work! First time in for service at this dealer. They asked me to sign approval of work without displaying prices. I kn Unapproved and unnecessary work! First time in for service at this dealer. They asked me to sign approval of work without displaying prices. I knew how much it should cost, so I asked and got a confirmation that it would be “about” that much. At the cashier the number I got was $20 more. I asked to look at the itemized bill and saw a $20 charge for an oil additive that I didn’t need (I am using fully synthetic oil and follow factory service intervals) or asked for. They claimed I needed it to make oil last longer. Seriously? I’ve owned five of the same model Toyota vehicles over the past 20 years and had them serviced with at least ten different Toyota dealers, and this is the first time a dealer ever tried to charge me for an oil additive. They took it off my bill because I didn’t approve it. However, my first impression was very negative and I have to watch them like a hawk if I ever decide to go back there. More
by XYZ
Employees Worked With
No idea
May 08, 2020
Brake repair...NOT! Went in for a routine oil change. Told me I needed rear brakes/pads..$491.00. I trusted my gut and went to another garage and they told me there was n Went in for a routine oil change. Told me I needed rear brakes/pads..$491.00. I trusted my gut and went to another garage and they told me there was nothing wrong and I did NOT need brakes. They charged me $21 for labor, that's it!! Called the manager, told me to come and they would show me. I have purchased 3 cars and multiple services.....NO more!!! While I was getting my oil changed I overheard another serviceman try to scam a lady but she was smart enough not to fall for it!!! Stay local and don't waste your $$$ on the big dealerships for service!!!! More
by hanlan
Employees Worked With
Mike,Jonathan
April 21, 2015
Charged 1.5 Hours labor for simple repair/replacement 4/21/15. Needed female end of seat belt driver side replaced (intermittent failure to lock up) for 2009 Corolla. Part is $40.00 and requires seat to 4/21/15. Needed female end of seat belt driver side replaced (intermittent failure to lock up) for 2009 Corolla. Part is $40.00 and requires seat to be partially unbolted then you unclip two electrical connectors and remove the assembly via the (one) seat belt anchor bolt. When I questioned 1.5 hours ($150.00) labor charge, service manager called in the mechanic who did the work. The mechanic handed me the old/original part and rudely told me that he would "put my old part back on and let YOU do it." Considering that this is SUPPOSED to take HIM 1.5 hours of labor, the whole thing was somewhat farcical. Then the service manager told me that I was (essentially) calling the mechanic a liar for questioning the charge (i.e. "you know what you are really saying when you question his work don't you?" Then asked me "what do YOU do" and said that I was "questioning a PHD of Toyota repairs." In other words, I wasn't qualified to ask ANY questions or seek clarification. I explained that while anything is possible and sometimes small things are expensive to get at and replace, THIS PART seemed pretty straightforward with two clips and a bolt. Finally, when I said "Just give me the bill and I will take it up with the Regional Toyota Representative," the Service person said that "We can charge whatever we wish," implying that Toyota Inc. had no responsibility/oversight for their service/labor charges. Finally, after a decent wait while they checked their computer screens, the Service Manager agreed to reduce the cost to 70 dollars. Considering that I bought the car from these folks to begin with (as well as ANOTHER Toyota), the chances of me buying another are slim to none and slim just left town. More
by Hugh Uno
Employees Worked With
L. Gonza
March 31, 2015
Poor Service I have had nothing but trouble since this dealership changed hands. Now they aren't just rude they are also Dishonest. They're lack of communication I have had nothing but trouble since this dealership changed hands. Now they aren't just rude they are also Dishonest. They're lack of communication has made it hard to trust what they say or do. Agreeing to pay one value, only to be charge twice that at pickup of my car. At which point I have to fight to get it corrected. I would also point out that this dealership is new, any reviews before the name change was a different owner and staff. They might have been rude at times but I could work with them. Now I wish I didn't buy my last car here. Anything so I don't have to deal with the poor customer service and care. The Poor Cashier had to deal with the issue as no one communicated with us about anything. More
by SadToyotaInWinchester
Employees Worked With
The Cashier
August 10, 2012
I went for oil change and tire rotation for our Rav4. We are new to the state. My our Rav has nitrogen filled tires. The dealership did not inform us that would not be filling the tires to the correct pre are new to the state. My our Rav has nitrogen filled tires. The dealership did not inform us that would not be filling the tires to the correct pressure because they don't have nitrogen. Kern's service department expects that the customer know what they are capable of doing. They allowed my wife to leave the dealership assuming that job had been completed correctly. 9 days later our low air pressure light came on. One tire was 26lbs and the other 3 were 28lbs. Kern does not care about customer safety. When I called to find out why we didn't have fully inflated tires said that there was nothing he could do. He could have apologize. I have only owed Toyotas because of exemplary service I received at the Toyota dealership in Wisconsin. I can tell you if my first experience was with Kern Toyota I would never own another Toyota. This is worst service experience I have every received. Stay far away from this dealership. More
by Badgerfan1987
Employees Worked With
Aaron Koontz
