Harr Toyota

Poor Communication , parts not in stock, cancelled appts. Harr Toyota Service routinely struggles with its ability to communicate, follow through and deliver its service expectations to its customers. This re Harr Toyota Service routinely struggles with its ability to communicate, follow through and deliver its service expectations to its customers. This resulted in recall parts not ordered for our service appointment, follow-up appointments lost, and continued endless promises for callback with little to no follow through. We brought our Harr Purchased, certified pre-owned TRD PRO 4 Runner in April 2017. We brought it in for service on 3/30/19 for an airbag recall and rust perforation above the original factory windshield. Despite confirming our online appointment and receiving a confirmation phone call, Harr Toyota service failed to have the airbag ordered when our family arrived for service. Harr Toyota Service rescheduled us to 4/13 at 11:15. At this appointment, Harr did have the airbag in stock but informed us they would not be able to look at our rust concern despite having a 2nd scheduled appointment to do so. The service technician explained that this something the service manager himself would have to look at and he is not in on Saturdays. This would prove to be a challenge for our young family as my wife and I both work M-F. Harr Toyota Service assured us a phone call by someone for Monday, the latest, with a plan to move forward. After no call on Monday, I called Tuesday 4/16 and left a message, again on Wednesday 4/17 and again on Thursday 4/18 all with the same result; no callback or follow up. Since communication with Harr directly was proving impossible, we called Toyota corporate on 4/19 to make an appointment with Harr through Toyota directly. We were placed on a conference call with Toyota Corporate and Harr Toyota simultaneously. The young lady on the phone from Harr Toyota gave me an appointment for 4/24 at 7:45 and provided a confirmation email. We dropped off our vehicle the evening before for our scheduled 4/24 appointment. I was informed my appointment in which I spoke to a physical person and received a confirmation email from Harr Toyota Service was "not in the system". There was no trace of it at all. I proceeded to show the advisor, Tony Gonzalez, my appointment confirmation email and he diligently entered my information manually. Tony was professional and courteous and tried his best despite a clear lack of organizational structure by Harr Toyota service. Harr Toyota service was unable to determine the cause of the rust above the windshield and advised me that the service manager (Hassan) and a regional field technician (Ted H.) were working on the rust issue and would advise us. For the next 4 weeks, we received no communication from Harr Toyota. We assumed (wrongfully) that Harr Toyota would give us a refined, manicured response with a cause and remedy for our concerns regarding rust. We just wanted to know what was going on, if it was a safety issue, and what their recommendation was. We figured a longer response meant a more diligent process. This was not the case. The only communication came from, of all places, Toyota Corporate. They would call every few days to check on us. They would call Harr Toyota while they were on the phone with me and could never get representative on the phone from Harr Toyota. Harr Toyota also struggled to get timely responses to the notes left for them by Toyota Corporate to contact us. On 5/16/19 I received my first direct contact from Harr Toyota's Service manager Shay Hassan, via email, regarding follow up on our work order. Mr. Hassan apologized for the delay and noted he was creating a work-order for us to "document a discussion." at the request of Toyota corporate. The work order from Mr. Hassan was supposed to reflect our concern, a cause, and a remedy to solve our problem. Instead, we received incorrect comments, personal comments, and disconnected information not related to the original work order. Our original work-order had a regional rep Ted H. and a service manager working on the issue. The work-order from Mr. Hassan outlines him inspecting the vehicle exclusively. The work order also outlined communication directly to us from Harr Toyota that never took place. It is unclear why this incorrect information was included in our work order. Harr Toyota and Mr Hassan further noted that we should "consult a body shop" to prevent further rust. It is unclear why Harr Toyota was unable to provide information and recommendations to an independent shop on how to properly repair a vehicle sold to us by Harr if they did not have the capacity to do so. Our original work order asked for Harr to "check and evaluate" the rust above the windshield. That is all we requested from Harr Service in our work order. It is unclear why Mr. Hassan made independent conclusions to a questions disconnected from our work order. We expected Harr Toyota Service was the place to get final answers efficiently and effectively. We hope Harr Toyota Service does a deep reflective self-study of how it communicates to its customers in totality. More

Forced to buy dealer add-on and promised pricing not honored When I went to buy a new car, little did I know that I will be forced to buy dealer add-ons at exaggerated prices. When I declined to buy them, they c When I went to buy a new car, little did I know that I will be forced to buy dealer add-ons at exaggerated prices. When I declined to buy them, they cancelled the deal. After that I was ignored and spoken rudely. Once they cancelled the deal they switched from being polite to being rude instantly. Getting the deposit refunded after the deal was cancelled was another terrible experience. Appointment for getting my refund were not honored. I was made to wait for more than an hour when they realized I was there to get my deposit refunded and not for buying a car. Terrible experience and never buying from there More

Great experience I was really on the edge about going back to this place. I’m so glad I believe in giving a 2nd chance! I walked in there full of doubt and that cha I was really on the edge about going back to this place. I’m so glad I believe in giving a 2nd chance! I walked in there full of doubt and that changed instantly. I was able to get exactly what I wanted thanks to Nana Agyemang! He’s the best! Personality plus! Great customer service! I will always go back and I will also send anyone I know looking for a vehicle! More

Welcoming Dealership Humanized Treatment Nana Agyemang is the ONLY reason I gave HARR Toyota ANY consideration. Best Sales Associate I've ever met! Fantastic service. Willing to explain, demo Nana Agyemang is the ONLY reason I gave HARR Toyota ANY consideration. Best Sales Associate I've ever met! Fantastic service. Willing to explain, demonstrate, car features in full detail at your own pace. Very personable and easy to talk to. I felt very comfortable asking as much questions I could think of. Comfortable being able to ask to take test drives with different cars. I've been to many dealerships who've got rude pushy salespeople who make you feel dumb or like you're wasting their time. With Nana I wasn't scared to take my time to come to a decision. Buying a new car is a major life decision that requires thorough thought. If you go to HARR ask for Nana, you'll drive off the dealership in a new car without any hassles or hurdles. Drive with confidence! Nana was the ONLY person who made my car buying experience feel rewarding, festive, and overall very happy. More

Low pressure, efficient sales people. Pleasant purchase experience. Actively listened to my wants and concerns. Made the buying process easy and straightforward. Would definitely recomm Pleasant purchase experience. Actively listened to my wants and concerns. Made the buying process easy and straightforward. Would definitely recommend this dealership over others in the region. More

Friendly visit I felt warmly greeted and felt valued during my brief visit. Picked up and dropped off at work with friendly driver as well. Overall wonderful exper I felt warmly greeted and felt valued during my brief visit. Picked up and dropped off at work with friendly driver as well. Overall wonderful experience. More

Great service advisor James spoke with me regarding recommendations, which I declined to have done. I was not charged for the multi-point Inspection or fluids.Thank you! James spoke with me regarding recommendations, which I declined to have done. I was not charged for the multi-point Inspection or fluids.Thank you! More

Bought a Bad A** Tacoma. Stopped in to look at trucks walked away with an awesome truck. Toyota Tacoma 2018. The salesman Wilson Lopez was a very good salesman. Very knowle Stopped in to look at trucks walked away with an awesome truck. Toyota Tacoma 2018. The salesman Wilson Lopez was a very good salesman. Very knowledgeable, no surprises. I would recommend them to any of my friends. Well done Hart Toyota well Done Wilson. More

Great service. Great customer service! Would get my oil changed every week if I could! Is wrong to feel jealous of my truck? Will definitely be back! Great customer service! Would get my oil changed every week if I could! Is wrong to feel jealous of my truck? Will definitely be back! More

Excellent We have never seen such extraordinary customer service, also never thought it would be so easy to buy a car with Harr Toyota. Sales person answered al We have never seen such extraordinary customer service, also never thought it would be so easy to buy a car with Harr Toyota. Sales person answered all our questions and explained everything in detail. In addition, they offer deals which other dealers didn't offered to us in any other Toyota dealership. More