335 Reviews of Alexandria Toyota - Service Center
My family recently moved to a new home where Jack Taylor Toyota was the most convenient in regard to distance from home to have our 2012 Camry serviced. Roughly a month ago we took the car in for it's regu Toyota was the most convenient in regard to distance from home to have our 2012 Camry serviced. Roughly a month ago we took the car in for it's regular Toyota Care service. We were assigned a service adviser who said he would be our adviser from that point forward, seemed like a very kind individual, and even gave us his card to call him directly. He then informed us he had our car washed inside and out free of charge as a welcome to Jack Taylor. Upon going to retrieve the car from valet it was evident the car had not been cleaned at all. The valet folks informed us their cleaning equipment had been out of order for days. No big deal, it was a complimentary service after all. So, I called the adviser on our way out of the dealership to inform him of the situation with the valet. He was apologetic and said he would note a rain check on our account. Seems odd that if was out of order for days that an adviser would be unaware. A few weeks later I call this adviser directly via the number on his business card which he gave us. Informed him we'd had an incident which created a gash in the sidewall of a tire and I asked if the tires were covered by any type of road hazard warranty which would cover the cost of replacement. He immediately responded "Oh yes sir". With his response being so quick I asked him to verify the coverage in his system, but he responded quickly with the model/year/color of my car saying he was certain it was covered. So I told him I'd be sending my wife in because I was at work at that time. He said they were busy but they'd get her in ASAP. After over 3 hours of waiting a separate adviser tells my wife the tire is NOT covered. She asks them to double check and indicates that her husband (myself) had spoken with the adviser who verified coverage. They returned only to say again that it was NOT covered. I worked for over 5 years in a tire center so I'm aware of the technicalities in these warranties. I thought it was lucky we had coverage when I was advised of that. But had this adviser just told me there was no coverage I would have found another solution rather than wasting 3 hours of my family's time as we prepared to leave on a road trip. After work I called the service center and spoke with the manager on duty. He listens to my concerns then asks if he can call me back after he's spoken with the adviser that gave the bad information. Call me back promptly to say the adviser claims he thought I was asking if I bought new tires that day would they be covered by a road hazard warranty. I understand he was busy in the morning, however in this effort to cover his mistake it was a sign of disrespect to the customer. So the manager asks what it would take to solve my problem to which I respond I need 2 tires with matching tread on the same axle. His offer was to sell me 1 tire at the cost the dealership pays with a road hazard warranty included and no labor charges. The discount he offered took roughly 15% off the full price. My response was that I didn't feel that was fair compensation to the time lost on their mistake and would rather take my business elsewhere. He says there's nothing further he's capable of doing because it's not his money. I sent my concerns up the chain to Corporate Toyota via their website. I received a kind response and respect for my loyalty to Toyota in owning 2 vehicles. They asked they I contact the customer relations manager at Jack Taylor direct. So I did. Once she returned my call several days later she listened to my side of the story, then responded with a lot of sighs and defense of her staff along with questions directed toward me in why did I get 4 employees involved and that it should only take 1 employee. Again I felt disrespected and informed her I wouldn't be returning, to which she responds asking what it would take to keep our business. At that point I said to her "I feel it's fair that you make me an offer to retain my business.", to which she sighs again then says "You talk this over with your wife and get back to me.". This could have all been prevented with some attention to detail on behalf of the adviser. I am a Toyota loyalist, they make great vehicles. The service at Jack Taylor is some of the worst I've experienced. I'll be returning my business to Koons although it is not as convenient in proximity of my home. More
I live in Arlington, and decided to try Jack Taylor Toyota for convenience sake after Toyota recommended some free service for my type of car (Toyota Prius), and Paul Sonnhalter was the car service rep Toyota for convenience sake after Toyota recommended some free service for my type of car (Toyota Prius), and Paul Sonnhalter was the car service representative assigned to me. I was expecting that once the free service was accomplished, that surely Paul would be recommending additional service, as I was unfortunately accustomed. To my delight, when he returned the car, the free service had been accomplished, Paul had prepared a report on my car showing it was running well and needed no additional service. He had my car washed and returned promptly. He was professional, straightforward, and instilled such a sense of confidence that I immediately decided to make Jack Taylor Toyota my primary place to get car service and in the future, purchase cars. More
Paul Sonnhalter has been my service adviser for several years now and he is the reason I keep returning to Jack Taylor's Alexandria Toyota for any service needs I have. Aside from being friendly and trustw years now and he is the reason I keep returning to Jack Taylor's Alexandria Toyota for any service needs I have. Aside from being friendly and trustworthy, he has always been a straight-shooter. He gives you the facts, doesn't try to bully you into a service you don't need, and will save you time and money. I made the mistake of going to another service tech at the same shop before I met Paul. That was mistake was costly. I place a lot of importance on the personal relationship I have with the one who services my car. In an industry full of people that would sell you a bridge if you let them, make the right decision and ask for Paul when you go to Alexandria Toyota. Plain in simple: He will take care of you and you will have one less thing to worry about. More
When all of my warning lights on the dash went awry on my Tundra, I took my truck to George Queen at the service department who had the staff diagnose the issue, fixed it, and got me back on the road. My tru Tundra, I took my truck to George Queen at the service department who had the staff diagnose the issue, fixed it, and got me back on the road. My truck has 115,000 miles on it and I have all of my service done here. The guys at Alexandria Toyota keep it running like new. I would recommend this dealership to everyone.Thanks again- More
It's simple in my mind, all things in business are about people. Mr Paul Sonnhalter is a true professional in every expectation that word means. I had my car service there a couple of days ago and aft about people. Mr Paul Sonnhalter is a true professional in every expectation that word means. I had my car service there a couple of days ago and after completing a short survey for the dealership, I was compelled to post my thoughts in another venue to capture my sentiment and advise fellow potential customers of my experience. Mr Sonnhalter is knowledgeable, personable, ensures the quality of work from his team is consistently exceptional (which is the Toyota standard for quality), and above all he is honest. In my line of work he would be described as flying true and straight as an arrow. That ties into the first sentence I wrote, Mr Sonnhalter is a business expert who truly cares about the customer, Toyota and the complete experience of getting maintenance performed. I trust him with my car and there are few people I have encountered that I can say that about. Perhaps this is the highest human level recognition I can give. I hope Mr Sonnhalter is recognized for his performance, he is the reason I have been coming back consistently and exclusively for the last 3 years or so. More
Honesty, efficiency, and professionalism are qualities that are valued in society, especially among consumers. I am writing to thank and compliment Alexandria Toyota for the extraordinary attention we rec that are valued in society, especially among consumers. I am writing to thank and compliment Alexandria Toyota for the extraordinary attention we received from Paul Sonnhalter and the mechanic who repaired our 2003 Rav4. My son attends college in DC and we were very concerned that he would be taken advantage of regarding a serious shifting problem with our otherwise "mint" 2003 Rav4. Paul handled the timing of the appointment and communicated with us every step of the way. I cannot stress strongly enough how smoothly every phase of this repair went! More
Paul provides great customer service. Every time I brought my car in he carefully explained all the details of the repair, have me a fair price and went above and beyond, one time even staying late to brought my car in he carefully explained all the details of the repair, have me a fair price and went above and beyond, one time even staying late to make sure that I got my car back after the dealership closed. He kept me coming back as long as I owned that car. More
I recently came in to Alexandria Toyota for service regarding my new 2012 for the locking system. I called and asked could I come that morning and I was told yes. I came at 945am and when I walked in, regarding my new 2012 for the locking system. I called and asked could I come that morning and I was told yes. I came at 945am and when I walked in, there was no one to greet customers including my self. 2 ladies & myself stood around for 5 mins and waited to be served on a Friday. I then proceeded to ask a service writer to direct me to someone who could help me since I had an appt. He acted as if I bothered him. So I walked away and found my service advisor. I told my advisor what was wrong with the car and it was covered under the warranty. He took my keys and promised it would be ready by the end of the day. I get a call at 2:30 from my advisor says that the car was fine and they detected no locking problem. I then explained once again what was wrong and the service advisor then acknowledged he had not taken that angle to look at the vehicle and he would check again. I received an automated call letting me know my car was ready. I quickly came to the dealer to pick up my vehicle. When I get there the cashiers couldnt find my key for 15 mins and kept asking me if i had the ticket in another name (as if I dont know my own name). They also said my adivsor had left for the day. However he had not he was in the repair shop talking to otther employees. He finally came up to return my car but had bad news to tell me that he never fixed the problem. "I have never seen this issue before on a new Toyota and I need to get technical on the phone to diagnosis the vehicle!" I was very pissed after he had my car for almost 8hrs and you tellthe car is not fixed or diagnosed properly. I took my keys and left and havent been back since. It was a waste of time period. More
I've purchased four cars from Alexandria Toyota over ther last decade and While all of the service techs were excellent I found George Queen to standout above them. He has always answered my questions, treat last decade and While all of the service techs were excellent I found George Queen to standout above them. He has always answered my questions, treated me like his only customer, and provided outstanding advise, follow though on what the mechanic has done, and always given me all discounts that he could. Even during a most recent vist where a valet had scratched my cars bumper, which meant stripping and reprinting entire bumper, he was first to get there and immediately started telling me exactly what the dealership would do to fix the problem. Actually, I think he truly was embarrassed about the incident and not just from the cost to the dealer. Bottom-line, George Queen has always done me right and always delivered outstanding service. More
I have recently move to Virginia and was looking for a dealer I could trust. My first experience with another Toyota dealer was so unpleasant and costly i though I might move back to New York. My dau dealer I could trust. My first experience with another Toyota dealer was so unpleasant and costly i though I might move back to New York. My daughter who is a former service manger talked to the dealer ship and agreed that we would not go back to him again. She new a friend of Paul who recommended Alexander Toyota and also the service advisor Paul. Paul turn out to be a knight in shinning armor. He explained what he was going to due and told me when I would receive my car back. The work was completed on time and I didn't get sticker shock when he went over the work order. It was like the service i received in New York. This dealer ship has my business for the rest of my life More