Toyota Direct

Service advisor was very knowledgeable and personable. Happy to work with the team, all work was great. Happy to work with the team, all work was great. More

I am writing to formally express my disappointment with the service I received during my visit to Toyota Direct today. I have always associated the Toyota brand with integrity, transparency, and customer-f the service I received during my visit to Toyota Direct today. I have always associated the Toyota brand with integrity, transparency, and customer-first service. Unfortunately, my experience fell well short of those expectations. I scheduled an appointment online for a Check Engine Light diagnosis after seeing available appointment slots throughout the day. I also had a promotional coupon for a complimentary diagnostic. Upon arriving for my scheduled appointment, my service advisor, Jacob, informed me that they could not perform the diagnostic because the service department was backed up with appointments and that it would take approximately two hours just to diagnose the issue. This was surprising given the available appointment times shown online and especially frustrating because I had driven approximately 45 minutes to your dealership. When I explained that I had already made the trip and requested that my appointment be honored, Jacob appeared reluctant but eventually agreed to check in my vehicle. While the vehicle was being checked in, another employee immediately began recommending that I replace my tires, along with balancing and alignment services, stating that this work could be performed right away. Naturally, I asked a simple question: if the service department was too busy to perform the diagnostic I had specifically scheduled an appointment for, how was there suddenly enough capacity to perform several additional maintenance services immediately? I declined the tire services and requested only the diagnostic. To my surprise, approximately 20 minutes later Jacob returned and informed me that the diagnostic had already been completed, the Check Engine Light was caused by failed oxygen sensors, the parts were in stock, and the repair could begin immediately. This completely contradicted the explanation I had been given only minutes earlier—that the dealership was too busy to perform the diagnostic. Unfortunately, the experience became even more disappointing after I declined the repair because I had other commitments that could not be rescheduled. I simply requested that my vehicle be returned so I could leave. Jacob told me he was waiting for someone to return the keys and asked me to continue waiting. After nearly an hour had passed, I walked back to the service desk to ask for an update. It appeared that the keys had already been returned, yet I had been left waiting unnecessarily. From a customer's perspective, it certainly appeared that once I declined the repair, my time was no longer considered important and I was made to wait intentionally. What concerns me most is not that repairs were recommended. I fully understand that dealerships exist to perform repairs and generate business. What concerns me is the sequence of events: I was initially told a complimentary diagnostic could not be performed because the department was too busy. I was immediately offered additional paid services that could supposedly be completed without delay. The diagnostic that supposedly required a two-hour wait was completed in approximately 20 minutes. After I declined the repair, I was left waiting nearly another hour simply to retrieve my vehicle. Whether intentional or not, this creates the appearance that customers seeking only an advertised complimentary service are deprioritized, while customers authorizing paid work receive prompt attention. That is not the level of transparency or professionalism I expect from a Toyota dealership. I also want to mention that the overall interaction left me feeling unwelcome. I sincerely hope this was not intentional, but the experience was significant enough that it caused me to question whether I was being treated differently. No customer should ever leave a dealership with that feeling. I respectfully request that Toyota Direct review my visit.. More