I had my 2017 Highlander SE in for 12 month service. Making the appointment was seamless, as the Customer Service Scheduler was professional, courteous, and wanted to make sure all my questions and concerns were addressed. I asked the alignment be checked and to have it be included on the work order, At the time of the appointment. the vehicle was less than 12 months old.
Upon arrival the following week, I was greeted by Ashley Delerocq, who, in my opinion, could benefit from listening to the customer and not telling the them what cannot be done. I asked to have to have Entune upgraded to the latest software, as it was available on Toyota's website. Otherwise I was going to download it to a USB drive and perform the upgrade myself. She promptly told me it couldn't be done unless the system was not working properly. The fact is, Entune leaves a lot to be desired and perhaps the upgrade my help. I also expressed my concerns about the vehicle being out of alignment, as the steering wheel being off center, and she was quick to tell me it wasn't going to be covered under warranty, even though the appointment was made prior to the 12 month period. The vehicle only has 6K miles. She finished processing the work order.
That interaction led me to Drive Manager Chris Pitaro, at which time I expressed my disappointment with Ashely's lackluster "customer" service. He listened intently, assuring me that he would oversee the service work, including the Entune upgrade if available and alignment concerns. Chris contacted me the next day, informing me the Entune system was upgraded and the alignment was indeed off, and was taken care of.
I especially want to thank Chris for his professional and courteous customer service. He definitely restored my faith in the dealership.
On another note, the shuttle service is great, as well as the drivers, Eddie and Kevin