I had two completely different service experiences - Fxlrs-az
I had two completely different service experiences recently, and the contrast couldn’t have been clearer.
My experience at Toyota of Surprise was extremely disappointing. I brought my 2024 Tacoma in for recall work and to fix an issue where the truck falsely detected a trailer connected. After keeping the truck for a full day, I was told it was resolved. I didn’t even make it out of the service port before the same warning appeared again. When I went back inside, the advisor I spoke with was dismissive, said he had no context, and came off snarky and unprofessional. There was no ownership of the issue and no real effort to make it right. I ended up leaving and deciding not to return for service.
In contrast, I drove a few extra miles to Larry H. Miller in Glendale — and the experience was exactly what you’d expect from a professional service department. They properly diagnosed the problem, fixed it within a day, communicated clearly throughout the process, and even provided a free loaner vehicle. The staff was respectful, transparent, and focused on resolving the issue the right way.
I’ve purchased a used vehicle from Toyota of Surprise in the past and had a good experience, which makes this recent visit even more disappointing. Meanwhile, Larry H. Miller earned my trust immediately with their professionalism and follow-through.
Going forward, Larry H. Miller will be my go-to dealership for service.
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