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Stapp Interstate Toyota - Service Center
Frederick, CO
33 Reviews
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33 Reviews of Stapp Interstate Toyota - Service Center
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August 04, 2020
The worst experience ever. Took my 2019 Tundra in for a few repairs, ended up leaving with more issues than when I arrived. I scheduled a 25k service and a recall on a fuel Took my 2019 Tundra in for a few repairs, ended up leaving with more issues than when I arrived. I scheduled a 25k service and a recall on a fuel pump paid for by Toyota. I was given a Tacoma as a rental whilst they worked on my vehicle. When I left my truck, I told them that I was having shaking issues upon breaking. They completed the 25k service and fuel pump and called to let me know that there was an issue with the brake rotors needing to be machined down as they had become warped. I have no issues with paying for repairs on my vehicles when they are justified. I asked how this could happen after such limited miles and wear and was told by Stapp that even though its rare at this mileage it can still happen. I was told by Lupita that she had spoken with Toyota and they would not cover it under warranty. I decided it was probably best I give them a call to see what the issue was and if machining them was a smart option on a big truck. Toyota were very helpful over the phone and explained that it is indeed rare but Colorado being mountainous it can happen sooner. However, Toyota were going to be generous and agreed with my plight and were nice enough to cover the repair. Very happy with Toyota. My repair was completed, and I picked up my Truck from Stapp. As soon as I got onto the road and highway nearby I noticed several issues immediately. My truck was way out of balance to the extent that it became undrivable on the highway as the whole rig was shaking. Not only that, it now has an extreme pull to the right. I need to turn the wheel a considerable amount to stop it going into the hard shoulder. I called the Stapp and spoke to Lupita. She told me that because I went through Toyota that the new issues, which were a direct result of the repair would not be covered. At no point was I told this and it was a major concern that I could get back onto the road without these concerns being brought up. Lupita told me that she didn't' want me to have a bad image of Stapp and that I should bring it in immediately and they would make it right. At no point did I question what “making it right was” as I assumed they would just take care of the repair. The week after, I brought it in and left it with them. I left to go to work for the day. After about an hour Lupita had called and left a voicemail stating that the vehicle did indeed need to be balanced and aligned and that it was going to cost me $130 to get this repair done after a deduction of $20 on their behalf. I was initially quoted $190 for the brake repairs which Toyota took care of. I was told that if I had paid for the repairs instead of Toyota that it would have been balanced. I was hoping that a little common sense would prevail here but that wasn't the case. I spoke to the service manager Ryan on the Friday evening just about 30 minutes before they closed, he stated that it was not their fault and the vehicle had the issues before coming to them. I told him that was for sure not the case, but he was unwilling to take any accountability and the whole exchanged with him very unpleasant especially from someone in a managerial position. They also lost my wheel cap which is about $80, and I didn't even want to bring that up with them. Toyota has been great through this whole ordeal and are even advising me as I set up some paperwork about this issue with them. It takes me 40 minutes to get to Stapp and I have been back and forward 6 times in the last week or so. It is bad enough that I have a busy job working for the state, let alone the fact that there is a pandemic going on. I would advise everyone to never do business with this dealership. As another reviewer stated, “Terrible service and zero concern for customer safety.” More
by Patrick D
Employees Worked With
Ryan, Luipta.
Helpful August 02, 2020
Always treated professionally and courteously. We have used this dealership for the past 3+ years to service our 2014 Avalon Hybrid. Although the service writers seem to change frequently, there h We have used this dealership for the past 3+ years to service our 2014 Avalon Hybrid. Although the service writers seem to change frequently, there has never been a time when we thought we were being overcharged or not treated fairly. More
by Bill Liebert
Employees Worked With
Maria Rodela, Margaret Stone, others
January 21, 2020
Bent over backwards After getting getting an oil change elsewhere we were informed that our coolant reservoir was empty. We took it to Stapp to have it checked and found After getting getting an oil change elsewhere we were informed that our coolant reservoir was empty. We took it to Stapp to have it checked and found out that our water pump and a couple gaskets were leaking. This was a very expensive and lengthy repair but the Service Manager "Bubba" did everything he could to help. Even when told that there was no more loner cars for us to use he went out on the lot and found one that was just in the process of being returned so we could have a car for the weekend and couple weekdays it took to fix it. And though the price of dealerships are usually higher than a non-dealer mechanic he did everything he could to try and keep the price down and frankly we just prefer having a licensed, factory trained mechanic fix our Toyota Tacoma. We know it's getting done right and if there is a mistake it will be owned up to. Plus the warranty are generally better. More
by JimH
Employees Worked With
James "Bubba" Hall
December 11, 2018
Service Disappointment Justl purchased a 2018 RAV4 taking advantage of the year end pricing. TJ, to sales person, was prompt and courteous and went over and above helping u Justl purchased a 2018 RAV4 taking advantage of the year end pricing. TJ, to sales person, was prompt and courteous and went over and above helping us get the car we wanted, he worked hard to please us. Additionally he arranged for discounted accessories which we took in this past Friday and we were given a loaner auto while the car was being worked on. Problem, on Saturday we went o pick up the car. The service person that had been working with us never helped us once their (it didn't seem real busy) and one of the other service representative "shagged" the car and brought it into the bay. She hopped out of the car and said here it is and walked out. Generally when something is done on a new car the service representative will show you the new accessories and wish you well and thank you for your business. Our history for service is with Valley Nissan, they always took the time to answer any and all questions. We would like to have this relationship with Stapp. Is this unreasonable. More
by DLAWND
Employees Worked With
??? Can't recall but have Josh's business card.
October 28, 2017
Service Department Most important part in selecting a dealer is their after market service department. Stapp service reps change every few months. Novice Service Reps ca Most important part in selecting a dealer is their after market service department. Stapp service reps change every few months. Novice Service Reps can't help much. Their remote location makes it difficult to service cars there as getting a ride from them is like pulling teeth. A simple $60 oil change will need a $20 Uber ride. Their general corporate culture needs a lot of improvement. More
by Gib
Employees Worked With
Keep changing every few months
July 20, 2017
Worst experiences of any dealer. Period Stapp Interstate Toyota will not repair a failed part that was replaced by them on 6/29/2016. The seal on the rear differential coupler is leaking. Th Stapp Interstate Toyota will not repair a failed part that was replaced by them on 6/29/2016. The seal on the rear differential coupler is leaking. This was discovered by Erlich Toyota on 6/26/2017. The coupler was repaired under a recall when I took the Rav4 in for a noise from the rear of the car. The said it was covered under a Toyota recall, so the repair was done. After consulting with Erlich Toyota, they claim that the seal is leaking in the coupler, and told me that I should contact Stapp Toyota to get the repair done under warranty, and they were sure they (Stapp) would help me. Stapp has had my car for a day an one half now, and have given me the run around, saying that the part was out of warranty. I believe that this leak should be repaired free of charge to me. As you can see from the history pages attached, I have had really bad service from Stapp Toyota. As a matter of fact, I have quit them and gone to another dealer. Stapp has in the past charged me for service done on another vehicle, have mis-diagnosed repairs, and have kept my vehicle for five days waiting for parts to arrive. Their service departments need an overhaul! More
by Wordsmiff
Employees Worked With
Numerous
June 12, 2017
Excellent We brought in two cars to get serviced today and absolutely loved the service we received. Josh A was very helpful and took the time to check what was We brought in two cars to get serviced today and absolutely loved the service we received. Josh A was very helpful and took the time to check what was covered by our warranty. He made sure we were getting the best price for the repairs needed. Our time was valued and they did their best to get us in and out quickly. We will definitely use them again. More
by Toyota <3
Employees Worked With
Josh A
June 29, 2016
They never did the oil change but told me they did In short I was lied to about my service. I recently brought my truck in before a large road trip to have the toyota care done. I waited while the tru In short I was lied to about my service. I recently brought my truck in before a large road trip to have the toyota care done. I waited while the truck was "serviced" got it back and had to return to work. That evening I checked the oil, filter, and drain plug and nothing had been touched. I don't think the hood was even raised. I took pictures of everything and sent them to the customer service rep. I also sent pics of everything after I changed it to show that new filters are shinny and the drain plug area is usually wiped from the oil residue after draining. They agreed nothing had been done. The service manager was very hard to get a hold of and in general has very poor customer service. If my oil wasn't changed were all the other things done? Multi point inspection? Tire rotation? Basically the mechanic was banking on the fact that I would not check my vehicle over since its new. Overall terrible experience and do not recommend the service at all. More
by Gunther
Employees Worked With
Ryan service manager
December 21, 2015
Bad Service Experience We were in need of having something done on our 2010 4Runner and were having a hard time finding a dealership that had the necessary machine. When we We were in need of having something done on our 2010 4Runner and were having a hard time finding a dealership that had the necessary machine. When we contacted Stapp Interstate Toyota, we made it a point to let them know we had a 40 minute drive to their dealership, so before we made an appointment we wanted to make sure they had the equipment and would be able to do the job for us. They confirmed they could and quoted us a little over $200 and said it would take about an hour and a half. My boyfriend drove down the morning of the appointment and waited at least 2 hours before being told they would not be able to complete the job that day. They told him they did not have the fluid and they'd need to keep the vehicle for the whole day to complete the job. I had to drive 40 minutes down there to pick him up and we let them know we'd return the following morning. Towards the end of the day, I received a call from the Service Manager, Ryan Zamudio, letting me know the gauge on their machine broke and they wouldn't be able to complete the job after all. We asked for information about how long it would take to be able to get the job done and were told it could be several weeks or longer before the machine was fixed. We drove 40 minutes for the fourth time in two days, only to pick up a vehicle that still had the same issue. We spoke with Josh that morning and he said they may be able to acquire the machine from somewhere in Denver and would let us know if so. He said Ryan would be back on Monday and that I'd hear from someone with an update. A whole week went by with no follow-up so on Friday, I left a message for Ryan. Several days into the following week, still no return call so I called back and spoke with Tiffany. I now had to explain the saga to someone else but she did at least call me back pretty quickly that day after she had the chance to determine the status, which was still the machine is broken and it may take several weeks to get it fixed or replaced. We started calling around to other dealerships since it seemed obvious Stapp wasn't going to deliver. We were having difficulty finding anyone who had what was needed so I called Stapp again to ask about the option Josh mentioned to get a replacement gauge/machine. I also just asked for any direction or assistance in finding a dealership that could help us out. I left a voicemail on a shared mailbox for Tiffany and Josh and never received a return call. Weeks now have passed and they never called back. After extensive outreach, we found that the fluid alone on this job costs over $200 plus pretty significant labor time, bringing in quotes closer to $500. We can't help but wonder if Stapp realized how much they underquoted us and just stopped calling us back. Either way, we've identified a great service partner with Mountain States Toyota and their ability to do what we needed in a timely and professional manner. They've earned our business for years to come and we will definitely never work with Stapp again, for service or to purchase. More
by 4runner
Employees Worked With
Ryan, Josh and Tiffany
August 07, 2014
Service department and customer service are terrible Multiple poor experiences with the dealer here. It's a convenient location so we have returned hoping that the treatment was due to someone having a Multiple poor experiences with the dealer here. It's a convenient location so we have returned hoping that the treatment was due to someone having a bad day, but it just continues. Expect an oil change to take most of your day, arrange a ride, shuttle, or expect to spend a number of hours sitting for them to change your oil (something that a small grease monkey or other like business will complete in 10-15 minutes). Even after emphasizing time sensitivity (and being told to expect an hour) it was 2 hours for the service to be completed. It's nice that they offer a car wash to follow service, however "buyer beware" as you get what you pay for. Last car wash from them resulted in a broken antenna, which they wrote off as "wear and tear" on the vehicle (it worked when I took it in, didn't work when it was taken out). They offered to fix the problem, but of course the part is $75 and with labor it is going to cost me $250. So let's get this straight, they break it and I pay for them to fix it? Seems like great job security, but certainly not an ethical practice. I'd rather pay more for someone to take care of it just to know that I'm not furthering their business. Every service ends with their recommendation for imminent service, but I suppose that's par for the course. Even after expressing concerns to their Customer Service manager (Jacquelyn Joy) there was no resolution to be considered. It's going to be a long drive to the next dealer to get our car serviced and our next car purchased (we still love our Toyota vehicles), but we are not going through any more stress with this dealership. More
by thperkins
Employees Worked With
Jacquelyn Joy, Ryan Zamudio,
