Arlington Toyota - Service Center

ABSOLUTELY HORRIBLE SERVICE!!! All the way up to the Director of the Service Department (Robert A. Lee aka Roby). I was lied to about work performed by both my Service Advisor (R All the way up to the Director of the Service Department (Robert A. Lee aka Roby). I was lied to about work performed by both my Service Advisor (Robert Thompson) as well as my Tech (15144 "Jon"), and caught them red handed in the lie through my dash cam. Because of this I started dealing with the Service Director (Roby) who is the head of Arlington Toyota's service department. He asked me to come back today (initial issues happen last week) and said we would get the work resolved. But when I showed up today he tried to pair me with the same Service Advisor who had LIED to me last week. I expressed an issue with that and lack of ability to trust him again, and I was told that the service department was not use to being recorded. The Director then asked if my camera would be recording again today. I started that yes my dash camera automatically starts recording everything time the ignition turns on, and he then told me I could leave and they would not be working on my vehicle. DO NOT trust this service department to do work they said they will do, and do NOT believe they have done work they say they have done to your vehicle!!!!! Clearly from the top down they are not trustworthy! I have now involved Toyota corporate and filed a case with them! More

New tires/alignment The service I've received at Arlington Toyota has always been above and beyond. Recently I have paid more attention to the extra care they put into t The service I've received at Arlington Toyota has always been above and beyond. Recently I have paid more attention to the extra care they put into their service and realize that having a personalized advisor really makes all the difference in the world. Rande is super detail oriented and keeps you informed every step of the way. His hard work and dedication is simply amazing. I am just happy I am a customer here and would not trade my advisor for anything in the world. More

Very please with the service that I received. Chauncey Andrews have been my service provider for a few years He have always been professional and very kind and respectful.. He always go beyond Chauncey Andrews have been my service provider for a few years He have always been professional and very kind and respectful.. He always go beyond and is very knowledgeable of his job/service that you need. Take time to listen to your complaint/request. Very Cool Guy! More

DISGUSTING & DEPLORABLE!!! I would give a 0 rating if able: This experience has been the worst. I didn’t think a company could behave in such a disgusting manner. My family has I would give a 0 rating if able: This experience has been the worst. I didn’t think a company could behave in such a disgusting manner. My family has been a long time (+20 years) Toyota and Mazda family. We also had been using Arlington Toyota since we moved to the area. We brought our Prius in to Arlington Toyota for a scheduled oil change. As our Mazda had a hole in one of its tires, our service manager Chris B. stated they could plug the leak while we waited. After getting our cars back, as I left the lot, I noticed the Heads Up Display (HUD) in my vehicle was not displaying the information it normally does and did upon arriving as it appeared the alignment was out of calibration. I immediately turned around and headed back to the dealer. In speaking with our service manager Chris, he stated he would give me a call the next day to discuss. I explained to him that misalignment can happen by either manual manipulation of the unit or by leaving something under the display when it closes. Chris stated that they do leave papers on the dash when working on the vehicle. Chris, and his associates Jason U. and Thomas H. took photos of the unit and contacted Tom Bush Mazda as Thomas said he had worked there. The following day I had still not heard from Chris, I left a few voice mails and messages at the service desk but no reply. I elected to call the service manager Eric S. as I felt Chris was stonewalling me. In explaining what had happened he stated “he would not take any responsibility for what happened with the vehicle”. In explaining to him that the HUD was working fine prior to arriving and it was not when I left, he replied with he didn’t understand how the HUD could be damaged during a tire patch and I reiterated to him what I explained to Chris and that the unit was in working condition prior to arriving and broken upon leaving. For an individual who is in charge of a service department, it bewilders me he is this myopic. In asking to speak to his manger he stated he “was in charge” and that he “made all decisions”. These are quotes from this individual, who in charge of a service department with a dismal rating (Yelp, Google, BBB), and he never once was he able to point me in the direction of the General Manager, Rick Doran. In growing frustration I turned my attention to Rick Doran. I wrote Rick D., the head of the company a few days later. I explained what had happened and asked if there was a pathway to discuss what had happened. He replied that he will get back to me. A few days later I received an email from his admin assistance. I was forwarded the following: In speaking with Mazda, they were aware of this issue, because they have seen this issue before. They stated there is no adjustment only a replacement and it is approximately $1,000.00. After research, it was decided that this is a well-known issue. A piece of paper would not have caused the pop up display to fold in anyway. The pop up display pops up when the vehicle is started and drops back down when the vehicle is turned off. The repair order was placed on the dash when the vehicle was not running and was never back on the dash as the technician had the repair order during the repair. We advise you to contact Mazda and request they repair your pop up display on “Goodwill. As I was curious how Arlington Toyota who doesn’t own a Mazda dealership was able to ascertain this, I asked who they spoke to. Rick’s admin stated that they reached out to the service manager at Tom Bush Mazda, the same place where Thomas H. worked prior. At the time, I was not a client of Tom Bush Mazda but I reached out to them to find out what was discussed. In speaking to the service manager, he stated the following in writing: 1. He never had any contact with Arlington Toyota about my specific vehicle, only what the cost was to replace the HUD would be. Interestingly enough, Arlington Toyota quoted $1,000 while Tom Bush Mazda quoted $700. Again, there is a lack of transparency. 2. He further clarified that they have seen this issue before and of the times that they have seen it, it has always been due to manual manipulation of some sort or another. 3. The service manager also stated he would be happy to look at the unit to confirm what had happened At this point I believe I was being lied too. I outlined in an email what my courses of action would be against the company and sent it to Rick and left him a voice mail. Approximately a week later Rick did call me for the first time. He said he was following up in my message to which I said I left a week ago. In trying to be cordial, I tried talking to him about the incident. He stated that in reviewing the information that Arlington Toyota would pay for half of the costs. I explained to him that it was not my fault and the unit was broken during service I hired them for. He stated “we could what if all day long”. While he is write, the evidence and facts from Tom Bush Mazda indicated what happened and the cost of lying about something like this to myself far exceed the gain of a new HUD display. I terminated the phone call and after close to 3 plus months, Arlington Toyota has not done a single thing to remedy the issue. I have called Toyota Corporate who asked for 48 business hours to allow Arlington Toyota to reply, unsurprisingly they did not. SUMMARY: We brought our cars in for service. During the tire patch on my Mazda, the Heads Up Display in the car was damaged. I was told that I would get a call back which never happened and then was stone walled by Eric S. the service manager. In speaking to Rick Doran, the general manager, Arlington Toyota stated they would not take full responsibility for what happened. All I asked for was for my car to be put back to the same condition it was in prior to arriving to Arlington Toyota. I never once asked for money and followed their timeline well beyond a reasonable limit. If this story stops one person from having the same experience I did, then it was worth it. It’s not the mistakes that happen, its how people deal with them that counts. More

10,000 mile check BY FAR THE BEST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD AT A CAR DEALER. DILLION CHERANA WAS COURTEOUS, RESPECTFUL AND PROFESSIONAL. THANK BY FAR THE BEST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD AT A CAR DEALER. DILLION CHERANA WAS COURTEOUS, RESPECTFUL AND PROFESSIONAL. THANK YOU DILLION. More

Great Job Had a great visit everyone was professional and took great care of me. Service was fast, friendly, and over the top. I will continue to use Arlington Had a great visit everyone was professional and took great care of me. Service was fast, friendly, and over the top. I will continue to use Arlington Toyota for all my vehicle needs. More

He went the extra mile My service advisor William Morales was great. I forgot I had a coupon for.a discount on my oil change but he asked the question about the coupon which My service advisor William Morales was great. I forgot I had a coupon for.a discount on my oil change but he asked the question about the coupon which reminded me. He helped me save a good amount of money on my service and I really appreciate it. He also had my car washed and vacuumed while it was there. He was awesome. I have never taken my Tacoma anywheee else for service and never will. I love the service department at Arlington Toyota More

terrible experience This was a terrible experience for me and Toyota Corp added to the dealer issues. You have my complaint to the BBB for more details. But it comes down This was a terrible experience for me and Toyota Corp added to the dealer issues. You have my complaint to the BBB for more details. But it comes down to 5 visits to get the gas gauge problem properly addressed. The first 3 visits ended when I arrived with the gauge showing about 3/4 tank full ( very slightly less) and putting 8.5 gallons of fuel into the tank. I told the Arlington Toyota rep that my research indicated a 16 gallon tank and he corrected me twice saying 14.7 gallon tank ( which I am told today that it is 16 gallons). So the tank should have read 1/2 tank or a tad less when it was reading a tad less than 3/4 and yet the rep said, " all is fine and tried to send me home, Service rep said that he had 4.5 gallons of gas into it and the gauge moved". Wrong answer, wrong analysis and already the 4th trip for this problem. I then left and added another 4 gallons of gas for a total of 8.5 when it was reading 3/4 full- clearly it should have been reading 1/2 tank. He was supposed to get right back to me and did not until I forced the issue with Toyota Corp. USA. My 4th visit was marred when I turned in my vehicle for this problem on a SUnday and then tried to get a loaner vehicle. The rental manager said I had to sign the gas was full and the car perfect without seeing the rental vehicle. I said that I would gladly sign but I wanted to see the vehicle first. He said he refused to show me the vehicle unless I signed all was perfect first ( fuel and condition of car- no problems). The rental manger insisted that I had to falsify the contract or he would never let me see the car. He didn't allow me to see the car before signing off so he refused to rent me the car- no joke. I had to get my 2019 Camry back from the service dept and go home. See the BBB complaint. The GM never apologized or indicated how he was going to prevent future fraud as I had requested in writing with my BBB complaint. On the 5th visit, I told that they could have calibrated the gas gauge at the first visit but they did not and created problems with multiple service calls. Toyota Corp. should have immediately moved to protect their reputation against fraud, dishonest dealing, falsification of rental contracts associated with a warranty call on a 2019 vehicle and did nothing to address the situation other than help arrange another ( the 5th) warranty visit for this issue. I can only say this was a terrible experience and I do not believe Toyota Corp really cares or they would have addressed the fraud/ strong arm falsification of a contract and refusing warranty service unless I falsified a legal document. More

Customer Service Came into Arlington Toyota to get a 20,000 mile Service Inspection. I came down to Jacksonville FL. from MA where I bought my car. This the 2nd time t Came into Arlington Toyota to get a 20,000 mile Service Inspection. I came down to Jacksonville FL. from MA where I bought my car. This the 2nd time that I came to Arlington Toyota and they made me feel very welcome. Like I bought the car from your company. For the 2nd visit MR. Thomas Hentschel made me feel special. Getting my car in the very next day and having to he car serviced in less then 1 hour. Great Customer Service. Thank you! Douglas Brown More

Great customer service Mike Sandelin went out of his way to help us get our Toyota Sienna fixed. He was speedy, reliable and communicated with us throughout the entire proce Mike Sandelin went out of his way to help us get our Toyota Sienna fixed. He was speedy, reliable and communicated with us throughout the entire process. Reliable service at Arlington Toyota!! More