If you are considering Dave Edwards for service, I strongly urge you to reconsider. They have had numerous chances to deliver quality service, which I have rarely received. I own a 2014 4Runner Trail Premium.
Last week, I made an appointment for detailing and 25,000 mile service (tire rotation and inspection). I arrived yesterday at 7:40am and asked for the shuttle. I was informed that it had just left and would be back soon. After 35 minutes, it returned … with breakfast for the employees! The shuttle is provided for CUSTOMERS, not errands for employees! I was 30 minutes late for work because the employees wanted breakfast.
They called around 3:30pm asking when I needed the car; I said 4:30. They said it won’t be ready until 5 because it was just taken back to detail. Why ask when I need it, if you’re going to tell me when it will be ready? They had the car ALL DAY and just took it to detail at 3:30? They allotted 8 hours to rotate the tires and 1.5 hours for the detail? Very poor time management! When I got the car, it was STILL DIRTY! There was pollen all over the hood. The exterior windshield was streaked, with vertical pollen marks where the wipers stop. The inside must have been washed with a dirty rag because it was dirtier than when I left it there. The driver’s side window was dirty and spotted. There were horizontal streaks still on the passenger side mirror from the last rain. The inside was dusty enough to wipe my finger through and leave a mark. There were fingerprint smudges all over the passenger door, and the rear window wasn’t clean. The exterior had dried water spots all over, many yellowed from pollen. For $187 I expect it to be SPOTLESS. I could have gotten a better wash at the Spinx drive through for $8. During checkout, the cashier asked the shuttle driver to go get her a milkshake.
This isn’t the first time I’ve received poor service either.
I was in for routine maintenance in November 2015. While there, I asked them to look at my radio/GPS unit because it was randomly rebooting. They said it probably just needed a firmware update. I told the tech I'd already done updates through the Toyota Entune app. They acted like I was stupid and didn't know what I was talking about. They said they would double check it anyway. When I picked up the car, they said it was up to date, may not be compatible with my phone (iPhone 5) and they reset it to factory defaults. They said sometimes the radio can't handle too many contacts to sync (I only have about 50 contacts). The instructions were to drive it a few days without hooking the phone back up and see if the problem persists, and if so call back in to have the unit replaced. One of the main selling features is Bluetooth capability. For them to tell me the unit is incompatible with a very popular phone brand is completely unacceptable. I wonder if Toyota knows they are telling people this! Still, I followed their instructions. I didn't have to wait long; it rebooted several times on my way home that evening.
I called to report that the unit was still rebooting without my phone attached. They said I'd need to make an appointment to have a tech get the service tag information so they could order the replacement part. I made an appointment for December 18 at 11:30am. I took an early lunch from work and got there at 11:15am. My car sat waiting, untouched, in plain view until 12:36pm, over an hour past my appointment time. They brought my car back out at 12:52pm and pulled it around to the front. I waited another 20 minutes for them to bring my keys before I headed over to the service desk. I politely informed the lady at the desk that my car was right there (pointed to said car), had been there for 20 minutes, and I really needed to get back to work. She was rude, ruffled through some paperwork on the desk, and told me they weren't finished with it yet so she couldn't give it to me. Another 20 minutes later, a man brought me my keys and said the radio/GPS unit should be there in about 7 days, maybe 10 since it was the holidays. He said they'd call me when it was in.
January comes around and I never received a call. I called several times and was redirected to voice mail every time. I left several messages and never received a call back. Fast forward to February, and I still hadn’t gotten a call from them about the part, and no one returned my messages. I continued to call several times, and left a voice mail for the service manager. Still no call back. I even had a friend at work who personally knows the service manager email him twice, and he never got a response either!
February 8, I call the service department again and was transferred to parts. I actually got to speak to a real person this time and explained the situation. The man looked up my account and, after some silence, asked if he could call me back in a few minutes. He called back about 15 minutes later (I was surprised he called back at all based on prior history). He said the lady that was my "tech" quit and they had no record of me coming in to get the service tag number on December 18th. How does he know who was handling my account if they have no record of it? He also said they can only keep radios in stock for so long before they have to return them, but I was never notified that it was in stock. And if they have no record of the prior service, how does that apply to my situation as the radio would have never been ordered in the first place? He said I needed to come in (again) to have a tech look up the service tag number so they can order the part. When I explained my problem, the guy was unapologetic/unsympathetic and had a general attitude of "it's not my problem". He asked if I could come in some time that day to have that done. I told him the only time I had was during lunch from 12-1. He said that would be fine. I asked how long it would take, and indicated that I waited over two hours last time. He said he didn't know and that he was going to transfer me to the service department to make an appointment and they could tell me how long it would take. Wait a minute ... he just said 12 was fine, but now I need to make an appointment with the service department? He transferred me to the service department and said to ask for Charlie. When I asked for Charlie, he was unavailable and I was transferred to his voice mail. I left him a message asking for him to call me back to make an appointment. He called me back about 30 minutes later (again shocked to get a call back). I explained the situation again, and he too had an "I don't care, not my problem attitude". He cut me off abruptly while explaining the story and said "so when can you come in". I made an appointment for Feb 9 at 12pm.
February 9, service was actually very fast. I was in and out in 10 minutes. I was surprised to see someone making an effort and felt relieved that my problem would finally be handled. He said the part should be in within 3-7 days.
Within 5 days, I received a call that the part was in. I dropped the car off the next morning at 7:30. When I hadn’t heard from them by 4:30 that afternoon, I called to ask when it would be ready. They said, it’s been ready for a while, we just haven’t made any calls yet. Why would you not call right away to get finished cars off the lot and out of your way? I have not had any problems with my GPS since replacement.
The last two times I had regular service scheduled, they failed to fill my windshield washer fluid. It makes me wonder what other steps of the inspection they are skipping.
My husband has also had issues with this dealership. He had a recall on his Corolla. When he called, they said the part was in stock and made him an appointment the next week. When he got there, they didn’t have the part and said they would have to order it. They used the parts they had in stock on cars that didn’t make appointments, then didn’t bother to call and let him know they were out. After waiting months for the part to come in, he took his car to another dealer, which handled the recall immediately with in stock parts. Dave Edwards called him 3 months later saying they received the part.