Dolan Toyota

TERRIBLE CUSTOMER SERVICE Get In. And Join The Family. That is the slogan/ catch phrase of Dolan Toyota. Since our first interaction with Dolan back in 2014 , when we bought Get In. And Join The Family. That is the slogan/ catch phrase of Dolan Toyota. Since our first interaction with Dolan back in 2014 , when we bought our FJ, I hadn’t always quite got the catch phrase but was pleasantly surprised with their service aspect. It is by no means a family environment but the service department was always a good experience. Like any car dealership buying experience, it is never perfect, but our salesman Drew was awesome. Friendly and efficient and has kept in contact with us over the years we deciding on new vehicle options. Because of the actual purchase, the addendum and the shady practice of laminating a new MSRP we did not purchase our 2017 from Dolan but we did continue to go there for service. We took the drive to Carson City for our purchase. The real jewel of the dealership is the service department and customer service. Well it used to be. From the first “new owner” dinner, to parts purchase to all regularly scheduled maintenance appointments; I have also been happy with the process from start to finish. Never a hiccup or anything that wasn’t quickly resolved and with a smile. Today not only was the ball dropped, it was kicked, deflated and dragged behind my vehicle as I pulled out of the service bay. I must say that my first impression, I thought maybe my own crankiness from the drive may have been influencing my opinion. I had been stuck in considerable traffic from Tahoe down to my appointment. When I called, the operators were super friendly, never even asked for my name and told me that any appointment had a grace period and just come on in. Usually as you pull into the service drive someone, or several people will wave you in. I came in and about 5-6 people in blue shirts to the right of me were talking. A girl came over to check me in, she said hello. Very dry and non-super friendly, but she was somewhat efficient. Went over the vehicle, checked for damage, got the miles. It seemed much longer than it usually takes, but I got the impression she was new. She asked me for my name and how to spell it. She asked me to initial by the vehicle inspection, now granted I did not pay attention to it- and that will come up again. I thought I was signing the vehicle inspection. NO OTHER QUESTIONS were asked. She then took me over to the side of the service bay that is marked Allstate, but apparently, that is where we go now. When she opened the door, there were several different desks with I’d say about 3-4 twenty somethings. One was one her phone which she promptly put down. The first girl asked Ashley is she was available. So, then I went to Ashley’s desk. “Has this vehicle ever been here before?” First question awesome, not hi, not how are you. I answered “yes”, when what I wanted to say “yes actually I bought it here and it has been here many times”. There were several uncomfortable moments why I sat at stared at Ashley. No small talk, no questions. She told me that they closed at 6 and to be back by then to get my vehicle. My reply “well the only way I am leaving is with your shuttle driver so let’s see if he gets me back”. She then said your prepaid maintenance is covered. I told her I just wanted the scheduled maintenance, nothing else. I then asked if she would call the shuttle driver, as the last girl said she would. “Actually, there is a list you sign”. She got up, and I followed her to the lobby. No instructions, just implied by her getting up. I then met the shuttle driver. He said it would be no problem to take me where I needed to go. He took me to Sears, waited for me and was conversational. He was really the only customer service I encountered. He was pleasant and nice. When I got back I sat till right before closing. I had attempted twice to go to the parts counter for a drink and no one ever even asked if I needed help, I settled for the vending machine. I noticed at about 10 till the activity increased. Ike everyone was rushing to finish up. Ashley came out to give me my paperwork. She said “your vehicle is done, we didn’t wash it like requested”. To which I replied, “I didn’t request that, in fact no one even asked me”. Then she said “do you have aftermarket parts, because we don’t do that anymore. Really, because our grill has been on the last two times you did service and never a mention of it. In addition, it is now your policy that because we choose to install something ourselves your dealership doesn’t offer a basic wash? That question is geared toward your service manager, it was not something I asked. I just told her whatever. She then said “we went ahead of took of your oil change”. This irritates me beyond words, I specifically said I just wanted the maintenance and no oil change. I drive a lot of miles and I prefer to keep it scheduled as needed. This is something you should ASK the customer before doing. Period. She went to get my vehicle and left my paperwork with the cashier. I was so irritated that the shuttle driver must have noticed because he asked me if I was ok. I thanked him again and signed my paperwork. When I went out to the vehicle my FJ was pulled up to the door that on the other was blocked by a Tahoe. I looked around and found two guys talking behind the FJ and asked them if they wanted me to drive around the car outside the bay or what. They asked another porter to move the car in the middle lane and I moved out of the bay. I must say that from start to finish the general lack of customer service, ability to communicate and otherwise shine in an area where they use to; has massively imploded. The dealership needs to take some time and train these people to ask questions, and not assume anything. Being a female and having another female wait on me, not ask questions and make assumptions puts her at a huge disadvantage of every succeeding in the future. It also makes me mistrust any further service that I MIGHT ever have there again. When I got home I inspected my paperwork. Where I had initialed the vehicle inspection, were two questions “Do you want a vehicle wash and do you want original parts”. Both were marked, NEVER EVER was either question asked from the first check in point. My husband called right after I left and spoke to a concierge named Kaylie. She told him that someone would contact us the next day. So here we are a day later, no call, no follow up and absolutely shows the utter lack of customer service. Dolan has truly gone down in every way. Maybe you should have your drivers train people how to talk to customers, the experience of someone working with people for many years would do your newbies some good. In future transactions, I will be sure to read and ask everything because obviously, the staff is incapable of communication. That is IF we decide to try again. I think the drive to Carson maybe be worth it, because I don’t know if I can return. More

Best seller ever hands down Very very happy with my purchase excited for new adventures with your new car best car sells person hands down he was very attentive and gave us the b Very very happy with my purchase excited for new adventures with your new car best car sells person hands down he was very attentive and gave us the best purches experience so happy to be a part of the Dolan family agian. Thank you Uriel Jimenez. More

Amazing a dealer charging list 25% over list on parts Brake pads, They wanted list +25% list price and not in stock. 2 days to get them, San Bernardino Toyota online /half the cost shipped. Brake pads, They wanted list +25% list price and not in stock. 2 days to get them, San Bernardino Toyota online /half the cost shipped. More

AMAZING & FAST Thank you to Dolan for my 4th vehicle! Every car I have purchased I truly knew it was the best purchase. I went in with my 2 year old to purchase my v Thank you to Dolan for my 4th vehicle! Every car I have purchased I truly knew it was the best purchase. I went in with my 2 year old to purchase my vehicle and everyone was so helpful, Thank you to Steve Umphress for communicating perfectly with me $ Richard Gardner for making finance FAST & smooth.I live 4 hours away and we found exactly what I was looking for.Thank you to Stefan Precup for always helping me with last minute appointments for maintenance assistance or getting ahold of a salesmen! I have been a customer for 6 years and I plan on being one for many more. Thank you for making everything so EASY! I appreciate the Dolan family and all they stand for. Thanks again!, Lindsay S. More

purchasing formerly leased rav4 All employees were polite, friendly, not pushy and spent time answering questions. When I had questions a week later they had provided cell number a All employees were polite, friendly, not pushy and spent time answering questions. When I had questions a week later they had provided cell number and either picked up or called me back promptly. More

Purchase of my new car I went in on Weds, Jul 5 to have my 2007 FJ cruiser serviced. I had purchased that vehicle from Dolan, in fact I've purchased my last three vehicles I went in on Weds, Jul 5 to have my 2007 FJ cruiser serviced. I had purchased that vehicle from Dolan, in fact I've purchased my last three vehicles from them. Anyway, I decided to wait and they told me it would be about an hour and a half wait. I decided I'd cruise the lot to look at what they had. I came upon two FJ Cruisers, one black 2013 and the other was not a pretty color but a 2014. When I first walked outside a young salesman had said good morning so I walked back and found him. His name was Kris aka Bruce Lee. He told me the specifics of both vehicles and I decided I liked the black one. He allowed me to drive it for awhile to see what I thought and of course I loved it. So, long story short, I went for an oil change and came home with a new car. Kris introduced me to Aaron and the rest is history. These two young men were kind, thoughtful, knowledgeable, not pushy, helpful in getting me the exact payment I wanted. All in all it was a very pleasant sale. More

Excellent Service Thank you to the Product Specialist Mickey Weisser who helped us get the car of my dreams! He was extremely helpful and answered all of our questions. Thank you to the Product Specialist Mickey Weisser who helped us get the car of my dreams! He was extremely helpful and answered all of our questions. He went above and beyond what I expected! More

Best customer service! Everyone at the dealership was extremely nice, especially the staff that had helped me out. I would highly recommend working with Mickey and Casey, th Everyone at the dealership was extremely nice, especially the staff that had helped me out. I would highly recommend working with Mickey and Casey, they helped us until we wanted the price that worked for us. Got the car I wanted for a great price. Best service I have ever received. More

Thank you! Thank you all (Brady, Beth, Craig, Casey & Tyler) for making the car trade in & purchasing a new car so smooth! Great & very timely service, Beth. T Thank you all (Brady, Beth, Craig, Casey & Tyler) for making the car trade in & purchasing a new car so smooth! Great & very timely service, Beth. The Bertolino Family More