AutoNation Toyota Arapahoe - Service Center

I bought my Tacoma here many years ago and have always had it serviced here. This latest experience was excellent. Making the appointment was completely smooth and easy, the service advisor, Cole, was mos had it serviced here. This latest experience was excellent. Making the appointment was completely smooth and easy, the service advisor, Cole, was most pleasant and helpful. He suggested a service plan that I’m happy with. The pickup work was done according to the time promised and checkout with Cole was fast and efficient. I understand that David Bantock is still service manager. He has helped me over the years and runs a fine operation. I’m happy to do business with you. More

This was a horrible experience. I had a 9:45 appt. for a message in my car "to check engine and call my dealer." I arrived at 9:30. Andre greeted me (I had had him as my service I had a 9:45 appt. for a message in my car "to check engine and call my dealer." I arrived at 9:30. Andre greeted me (I had had him as my service rep before and had not been very pleased with his service the first time.) Andre isn't bad, but he isn't good either. He isn't rude, but he also doesn't act like he cares that much and does the minimum required in interacting with the customer. The one proactive thing he did do was offer to do an oil change so I wouldn't have to come back 1200 miles later. I have a new 2023 Hybrid Highlander. I really appreciated this! Otherwise I sort of felt like I was talking to a tree. Long story short, I ended up having to wait FIVE hours!! I went up after two hours and asked for an update. He said "there is no update so they must still be working on it." Maybe he could have said, "I will go check with the tech to see where they are at." I sat down. I went up at 3 hours, he said, "they are test driving it now." I said, "is there any way you can update me? Will you come get me? How does this work?" He said, "yeah, I can call you." After that, he did text me an hour later and said they were test driving again. Great, good to know! Just getting any information was wonderful. After 45 minutes, I went back to his desk (the 3rd time) and said, "Are they back?" He said, "No, they are still test driving." I said, "It takes 45 minutes?" He said, "Yes, sometimes they drive 30 miles to see if the code is triggered." Now maybe this is true, but that seemed like a stretch. Finally, "He texted me around 1:50 pm that they were just wrapping up and I would be ready. I went out there and waited for 10 minutes by his desk. I was about ready to go to another desk when he came back with the papers. I had to ask him what was wrong, then he looked at the paperwork (because he hadn't even looked) and said some technical thing, but then said, "He had to do a reset and there really wasn't anything wrong." So I left at around 2:20, almost FIVE hours later! So two things are wrong here. First, AutoNation needs to do a better job at managing their appointments and wait times. I believe they probably hadn't even started working on it during the first two hours. It looked like there were only 3 bays (maybe I am wrong about that). And the company needs a better updating system that informs the customer what is going on. It's ten times worse to sit there with no information at all and having to keep going up to the rep's desk to ask for updates. Hospitals do an automated text, "Patient is in surgery, patient is in recovery, etc." I know that you don't always know exactly how long it will take, but any information is better than no information. Second, Andre should have managed this situation much more proactively. I felt like I was wrong in asking what was happening. Would you like to sit for two hours with no updates? Then three hours, then four hours? He should have gone to the techs, asked questions and come and found me in the waiting room to let me know and apologize for how long it was taking. I just don't think it takes 5 hours to do an oil change, rotate tires and reset the codes. It affected my whole day. I had to cancel my plans. I live in Castle Rock so it's hard for me to get a ride back and I never thought it would take 5 hours. I know sometimes you don't know with engine codes but Andre could have at least made an effort to find out what was going on. Andre is smart, but maybe he shouldn't be in a customer service job. I felt this way the first time I had him. I would ask his opinion and he is just so lowkey and flat that it's frustrating. I felt that he just didn't care about my time or needs. Needless to say, I am going to try another dealership next time for my service even though it's further away. I just can't experience that again. More

The experience was delightful and professional! All work done in a timely manner! I will highly recommend! All work done in a timely manner! I will highly recommend! More

The service and parts department at this dealership is excellent. The sales department however is a nightmare to deal with. I would not.buy a car from them. excellent. The sales department however is a nightmare to deal with. I would not.buy a car from them. More

Met as I arrived, talked to the tech about what was needed. Estimated 11/2 hours, vehicle was finished in an hour. Very satisfied with the entire process needed. Estimated 11/2 hours, vehicle was finished in an hour. Very satisfied with the entire process More

Never been treated better by a dealership. From beginning to end everyone was pleasant, helpful, courteous, and competent. From beginning to end everyone was pleasant, helpful, courteous, and competent. More

I been going to them since I bought my car they are amazing I will not go anywhere else again very honest people and very helpful amazing I will not go anywhere else again very honest people and very helpful More

I found them to be a very excellent and professional customer care team. We appreciate service center staff that are approachable and embrace the situation as if it were their very own. Going through a customer care team. We appreciate service center staff that are approachable and embrace the situation as if it were their very own. Going through a recent loss in the family, this style of customer service is welcomed and appreciated. Thank you. More

When I first checked in I wasn’t sure where to go and the person I asked was a little rude which I did not appreciate. But my technician and experience forward was great! Clean waiting area! person I asked was a little rude which I did not appreciate. But my technician and experience forward was great! Clean waiting area! More