Big Two Toyota of Chandler - Service Center

Rude service from Edie emery. She acted put out when I requested to use my pre-purchased auto care maintenance voucher. She was dismissive of my concerns and acted annoyed and never confirmed whether the requested to use my pre-purchased auto care maintenance voucher. She was dismissive of my concerns and acted annoyed and never confirmed whether the voucher would be used or not. I've worked with other service agents and all have been helpful and friendly prior to this visit. More

This was my second experience with the service department and Billy Garlin. Both times they exceeded my expectations. Quick, easy, and a great experience. I recommend them highly. and Billy Garlin. Both times they exceeded my expectations. Quick, easy, and a great experience. I recommend them highly. More

Overall the service was good. The only problem I had was when I got my car it made a weird noise during start. The service rep tried to diagnose the problem but could not. He then went to talk to the techni when I got my car it made a weird noise during start. The service rep tried to diagnose the problem but could not. He then went to talk to the technician and came back and saw that the engine mount nuts were loose. When you do the service you expect that the work should be done and checked. If it is not then its a question of quality. This gives me jitters as I am not sure what is done and what is not even if they have done the service that I had requested. More

We've had our Venza for almost 4 years. We've chosen Toyota Chandler originally for location; but since going there, we have enjoyed good service. We started with a Joe (very good service represe chosen Toyota Chandler originally for location; but since going there, we have enjoyed good service. We started with a Joe (very good service representative), then Jesus (also very good) and now Spencer (GREAT service rep). On a regular 50,0000 miles service check typically about $70 dollars they found I had blown a strut and the other back one was weak (or cracked). Of course to say I was frustrated would barely describe my feelings. Spencer then took me into the garage area and SHOWED ME the evidence. He did not pressure us to fix immediately but did state before driving for a long distance since we had just purchased new tires it would be to our benefit to repair as soon as possible. Since this is our one good vehicle we know we need to keep up with the maintenance. We returned one week later to have struts replaced. Spencer made arrangement to have a rental car available which I needed for work and important errands. He also had my repairs completed or the mechanics had the work completed before 5 pm same day. The quality of the work and the price are the only 2 items we did not give a 5-Great rating because we were not prepared to put out that amount of money and the quality still remains to be seen; but we did get a lifetime warranty on the struts, which is GREAT. Spencer was very professional. He was compassionate with OUR situation. His personal attention will continue our loyalty to Chandler Toyota. Thanks for training and picking employees whose sincerity seems genuine. God bless, Art and Gloria Contreras More

I came in to Big Two for my 20K mile oil change. I have a lift on my truck and was told it might not fit through the car wash for a courtesy wash. Spencer was very helpful and friendly and offered to have a lift on my truck and was told it might not fit through the car wash for a courtesy wash. Spencer was very helpful and friendly and offered to have my truck washed by hand. I did not expect this and it was a welcome courtesy that I appreciated very much. More

We are part-timers in Arizona and this is the second time We are part-timers in Arizona and this is the second time I have taken my Highlander to Big Two Toyota for servicing. I was fortunate to have Edie a We are part-timers in Arizona and this is the second time I have taken my Highlander to Big Two Toyota for servicing. I was fortunate to have Edie as my contact again. The service is outstanding. The people are very friendly and helpful, and everything is clearly explained in advance. I waited (both times) in the building while the work was being done. The building is very spacious, very very clean and customer-friendly. There are plenty of comfortable chairs and desk-type setups for waiting. There is a place to get coffee and something to eat, even a place to get a massage, a barbershop, salon and much more. It's very impressive. More

I dropped my 2009 Toyota Tacoma off for warranty service because I heard a squealing noise coming from under my hood. The first time I took it in they were unable to reproduce the noise, but they replaced o because I heard a squealing noise coming from under my hood. The first time I took it in they were unable to reproduce the noise, but they replaced one of the idler pulleys on the engine because that is where they figured it was coming from. The next day I heard the squeal again. I took it back and left it with them all day on a Saturday so they could drive the truck around to diagnose the problem. I got a call from the service adviser later in the afternoon saying they still couldn't reproduce the squealing noise. I picked the truck up after the service department had closed and first thing I notice is that my low fuel light was on and there were 40 more miles on my truck than were there when I dropped it off. I understand that they had to drive the truck to test for the noise but I assumed they would replace the fuel they used. I looked at the paperwork before I left the lot to see what all they had checked. On the multi point inspection checklist everything was marked as good except for "clutch operation" which was marked N/A, as in Not Applicable. I thought if was interesting that the tech had driven my truck, which has a 5 speed manual transmission, 40 mile without once checking the operation of the clutch. Obviously the paperwork was pencil whipped. And, as luck would have it, the squealing noise happened right as I was pulling off the dealer lot. I called and left a message with the service advisor telling him that the noise was happening again and that I wasn't happy with the forged paperwork they gave me. The next day, Sunday, I just happened to be going through the files on my GPS and I decided to check out the route that the tech drove to "diagnose" my vehicle. I loaded the files into Google Earth and noticed that he left the shop about a half hour after I dropped the truck off. He then decided to make a stop at a bank down the street and then he drove to a house a few miles from the dealership and he stayed there for about 48 minutes. After leaving the house he proceeded back to the dealer ship driving 60+mph through a 45MPH zone. After he stayed at the dealership for a while he headed back to the house for a couple of minutes then went to a Fry's grocery store for almost 15 minutes. When he left the store he headed back to the house he was at before and stayed there for over an hour before speeding back to the dealership again. Anyway, long story short I contacted the General Manager of the dealership and let him know what went down. He handed me a bag full of apologies, but not an ounce of explanation. He wouldn't even tell me what was being done about the tech who essentially stole my truck. It is my understanding that he still works there though. My suggestion is that you avoid this dealer AT ALL COST! If you have to go there, make sure you keep an eye on your vehicle. More

I WENT IN TO FIX MY CAR AND GET SOME TOUCH UP PAINT. JOHN WAS SO HELPFUL I AM FROM CASA GRANDE AND HE WENT OUT OF HIS WAY TO ORDER ME ONE ONE AND SAVE IT FOR ME WHEN IT COMES IN. DAVID WAS SO NICE HE ASKED I WAS SO HELPFUL I AM FROM CASA GRANDE AND HE WENT OUT OF HIS WAY TO ORDER ME ONE ONE AND SAVE IT FOR ME WHEN IT COMES IN. DAVID WAS SO NICE HE ASKED IF I NEEDED HELP AND WENT OUT OF HIS WAY TO GIVE GREAT SERVICE. THANK-YOU MARIA M. ARRIOLA More

We have a 2003 toyota camry with roughly 90k miles on it, that we've always taken good care of, we're the only owner of, and we've always had the recommended maintenance on. This dealership continually insi that we've always taken good care of, we're the only owner of, and we've always had the recommended maintenance on. This dealership continually insists that we get very high-dollar service done on it which seems suspicious. In my entire life I have not known a car with so few miles on it to begin needing basic structual repairs (a $400 engine mount one month, a $500 wheel bearing the next month). Comparing this dealership to other toyota dealerships we've dealt with on this same car (Poway Toyota - san diego, and Jay Wolfe Toyota in Kansas City MO), I ALWAYS get the feeling that Big Two Toyota is very focused on manufacturing reasons for you to get very high dollar service on your car. My wife has discussed with friends who feel the same way and feel helpless at countering to the unlikely amount of service they are telling her she needs to have done. You get the idea that every customer leaves after spending $2-$300 more than they planned on. Typical of some mechanics, but not expecting from a classy professional Toyota dealership. Anyway, even not counting all of that.... We dropped off our car on a Friday or Saturday afternoon too late for them to work on. They promised that first thing Monday morn. they would fix so my wife can get to work by 8:30 AM. We call them about 7 am, (when they open), and Charlie tells us he wil get to work on it pronto and let us know. I call back in 2-3 hours, and get his voicemail and leave a voicemail. I call him again 45 min later and he says he is very busy and will call me back in 15. He doesn't. I call him back in about an hour and leave another voicemail. No response after an hour, this literally goes on until 4:30 in the afternoon, at which time he tells me almost $500, they need to replace a wheel bearing. Of course that requires some discussion between me and my wife, so now there's not time to get the job done that day. (even though they admitted, had the decision been finalized in the morning, the mechanic could have completed within an hour or so). So we go to dealership that evening & meet Charlie who is an elderly man seeming very confused and too busy to handle any one customer with any grace or speed. We try to talk to the mechanic and get some details on why our car which only has less than 90k miles on it and only a few years old, is requiring $2000 of repairs in the last year. The mechanic appears to be a 17 yr old boy who refuses to speak , basically. we are invited out to the garage, which is extremely clean, obviously prepared for customers to come back there, to give customers a feeling of transparency and welcome, it is cleaner than a hospital and smells like lemon. The stated purpose is to "see our car", but all we do is literally see our car and walk around it. the mechanic does not take off anything to actually let us see the supposedly bad wheel bearing (which hasn't actually gone bad yet, but when it does will freeze up the tire supposedly). So we go back in the dealership not really any wiser than when we started, but very frustrated. We agree to let them do it and since it was their fault, can we have a rental for one night. (you know this is like a $20 issue for them). They say NO a couple time before I insist and they say YES finally. After about 1.5 hours "waiting for a vehicel to become available" (apparently a $20 rental from Enterprise was too much for them to want to pay), my wife is sent home with a Corolla to drive and the next day, we pay them the total - $526. $26 more than they said it would be. I would not DREAM of giving this dealership my business again unless I am forced to, and will be discussing my feelings and experience with everyone I can who has been gulled into this kind of nonsense in the past. They think that because they offer dumb things like a salon and a barber on-campus, that they can do whatever they want. Guess what? The $20 haircut didn't make up for being ripped off for $500 and jobs in the past, and it never will... and there's not even time to tell you about the extremly stuck-up, rude, frowning, unpleasant woman who met my hispanic wife at the time my wife went over to the barbershop to get our 8 yr old daughter's hair cut. I believe my wife, because I went over their very cheerfully to pick up my daughter, and was greeted by the same unsmiling, rude, frowning woman cutting my daughter's hair. She was more worried about her lipstick than serving a customer. I sure hope she doesn't expect a tip for treating people like cr@p, because she sure did not get one! More