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Heart City Toyota - Service Center

1.6

18 Lifetime Service Reviews

711 N Nappanee St, Elkhart, Indiana 46514

18 Reviews of Heart City Toyota - Service Center

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June 12, 2018

"refusal to honor warranty"

- JCS

I called and was told on the phone that the part they installed in my vehicle one year ago would be covered under warranty. I bring the car in and after doing $140 in diagnostics tells me they will not be honoring the warranty because it could have POTENTIALLY have gone bad because of a filter or valve. They are refusing to honor the parts warranty that I was previously told would be covered and charging me a fee to tell me that. This a dealership I have bought a vehicle from in the past and spent thousands in Service on multiple of vehicles over the years.

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Recommend Dealer
No
Employees Worked With
Hillary Starke
Jun 28, 2018 -

Heart City Toyota responded

JCS, We ate Heart City truely feel horrible about your experience with us. It was not Heart City's decision to "not honor the warranty". The aftermarket part manufacture of the part would not honor the warranty. Heart City did not make the decision. The A/C compressor failure was caused by debris in the system not the part itself. Again we are so sorry for the failure but it was beyond the part replaced a year ago and beyond our control. If yo would want to discuss this more please contact us directily

May 21, 2018

"Money FIRST "

- Big69Paco

I told the service writer today "I will not be coming back here" and that I felt bad because up until today had never had a bad experience with them. She not only ignored my giving her a chance to make it right. Or at least address my concerns. She walked away completely as if it didn't surprise or bother her. Her lack of customer service was aHUGE disappointment. Second I have never paid more for an oil change than I did today. It seems like EVERYTIME i have ever gotten an oil change it has been a different price. And for what its worth i would have gladly paid that amount, IF they had auctually done half of what they claimed to have done. I felt like I was ripped off and will not be back there. And wouldn't recommend them to anyone.

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Recommend Dealer
No
Employees Worked With
Hillary Starke
April 13, 2018

"Please work on your customer service skills"

- Shannon Ponko

I have never asked for my car to be delivered to me in the 6 years I have been leasing cars through Heart City. I did yesterday. I received a call from Ashley advising that they could not assist me with my request and "You do realize you are paying for this oil change" I responded by saying I could pay with a credit card. She indicated that she still could not have my car delivered but she would have a shuttle service pick me up in time to retrieve my car and make it to a meeting by 2:00. She later called and said a shuttle would be picking me up in 20-30 minutes- that was 45 minutes ago and counting. It is after 1:00 and if I miss this meeting I am not going to be happy. Ashley, change your tone. Your last name is Foster, not Lochmandy; you don't own the place. UPDATE: After 50 minutes I called and Ashley was at lunch and nobody was on the way to shuttle me to the dealership to pick up my car. Hillary sent a car to pick me up and made it happen in under 10 minutes.

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Recommend Dealer
Yes
Employees Worked With
Ashley Foster
2.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Hillary Starke, Mike Rains
October 18, 2017

"Service Shop not Knowledgeable and will try to scam you"

- Car Guy 35

Hi, I recently had a poor experience at the Heart City Toyota Dealer in Elkhart, IN. I was visiting a friend to help me replace the front Brake Pads in my Prius and when we finished the ABS lights were on and the brake system wasn't working. After doing some research we realized we bled the brakes incorrectly and needed diagnostic equipment to correct the problem so we took it to the nearest dealer to help us out. Now here is where we start to have trouble from the dealer. First they told me that I needed new rotors, and that was the causing the issue with the brakes, then when we got to the dealer to talk about repair costs, etc they told us we needed to replace the entire hydraulic actuator system (a $2000 repair job), and would not listen to me that we just needed to bleed the brakes to fix the issues going on. Listen, I am no mechanic, but I did the research on the issue after I messed up to know exactly what I did wrong and how to fix it. The dealer insisted that the actuators were bad the the entire system needed replaced even when I asked them to bleed the system. Needless to say I went to another repair shop in town. They were able to help me, bleed my brakes the correct way, and get me back on the road (For approximately the same price as the dealer charged just to look at my vehicle [Dealer charged $140 to look at my vehicle, and the shop charged me $170 to fix it]) I am very disappointed in the Elkhart dealership and will never go there again. I honestly felt like they were trying to take advantage of me. I felt like I should be able to trust a Toyota Service Dealer to have knowledge and experience to deal with the issues on the cars that they are servicing to best assist the drivers of the cars that they specialize in servicing. I am very disappointed. Bryan

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Recommend Dealer
No
Employees Worked With
Service Manager, don't remember his name
Oct 19, 2017 -

Heart City Toyota responded

Bryan, We are sorry that you are having problems with your Prius. Complete inspections are done to keep customers safe and the car performing as designed. When we performed the test on the ABS actuator for the fault codes that were in the system the actuators did not move correctly, and it failed the test. We do understand the ABS actuator is a very expensive part and that while it is possible to bleed the brake system without replacing that part, there is a very good chance the ABS system will not work if needed, and that is why the part was recommended to be replaced. We also understand that while the car can be driven without replacing the other parts that our test indicated as faulty, it is still our recommendation that those parts be replaced. If we can help you in any way with those repairs please let us know.

May 25, 2017

"They do not like doing warranty work"

- Harry

My dash randomly freezes for about 5 minutes and then goes blank and resets to the default settings (it has happened seven times and continuing) and Toyota still cannot figure out the problem. At the last visit on Saturday, May 20, 2017. I was told that I was no longer welcome there.

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Recommend Dealer
No
Employees Worked With
Julianne Hess, Jim Russell
May 30, 2017 -

Heart City Toyota responded

Harry, We always keep the safety of our guests and employees as a main priority. When threats of physical violence are made, we can not tolerate it.

November 15, 2016

"Break Change Turned Into A Nightmare."

- Khailo99

Came in for a brake change, ended up leaving with broken parts in my calipers, brought my 2011 tundra back again literally had to force them to fix my truck because they damaged it at first they didn't want to do anything, but they ended up keeping it for 4 days to fix it, when i got my truck back the spare was swapped out with another old tire and rim. Called the general manager to plain what happened only to have him scream at me on the phone. Got the invoice and a brake change turned into $2,500 worth of parts & labor. Very bad service, service technicians aren't experienced at all. I would recommend going to gates toyota or Jordan over this place anyday. s

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Recommend Dealer
No
Employees Worked With
Ian Snyder
September 30, 2016

"Recall work false add ons!"

- Toyota Tundra 2004

I took my 2004 Toyota Tundra to Heart City Toyota in Elkhart Indiana for the air bag recall. They replaced the air bag and performed a "free inspection" of my truck. The service tech said I needed $1700 worth of work performed. My truck had 63000 miles on it at the time. The service tech said both front calipers were seized up and needed replaced right away. I could not have them replaced at the dealership because I did not have time. I did have them change my oil. They charged me for the oil change and added $20 to the bill for brake inspection. I took my truck to my mechanic and told him my calipers and front pads needed replaced. My mechanic checked my front calipers and pads and told me they were fine. He asked why I thought the repair needed to be done and I told him. My mechanic did not charge me for the inspection. Toyota previously had a ball joint recall on my truck when there was only 30000 miles or less. Heart City replaced the defective ball joints and also replaced my tie rods without my permission. This dealership takes advantage of recalls to add on work that does not need to be done. I will not go back!

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Recommend Dealer
No
Employees Worked With
Hillary Starke was advisor.
September 22, 2016

"dont go to this dealership for service"

- la

I have a three year old toyota Highlander that I love. I had a 12:00 service appointment to have the airconditioner checked, tires rotated and scheduled maintenance preformed. When I checked in with the service dept personel, I asked her to let me know what maintenance was recommended so I could review services before they were preformed. After 1 hour and ten minutes I had gotten no update, so I walked back into the service area. I asked the status of my car and was told that they hadn't even looked at it. They said they wanted the same mechanic to work on my car that had looked at it the last timeI was in. This person had "gone to lunch" and, they didn't know when he would be back. They said another technician could rotate the tires. After 30 more minutes, I went looking for the only person that I know at the dealership, Kendall Breg. I told him what was going on and he said he would look into the situation. Kendall is great to work with. Bottom line, I left the dealership after 2 hours and ten minutes. Had my tires rotated. WOW!! I am very frustrated with the lack of professionalism on the part of the service department. The waiting room had several other people that were waiting as long as I was. Kendall was helpful in my situation, but no one seemed to be supervising a service staff that does not care about the customer.

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Recommend Dealer
No
Employees Worked With
Kendall Berg
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Julianne Hess, Ian Snyder
June 21, 2016

"Waste of time! Definitely not recommending this dealer!"

- TacomaCFK

Made appointment on website for the leaf spring recall on my Tacoma and never received a confirmation call. Then went online and did the chat and was promised a follow up call the next day. Never heard from anyone so called 2 days later and was assured that yes my appointment was good. I had specifically said that I wanted the leaf springs replaced and that I would appreciate a car if it was going to take more than the 2 hours. I pull into the service area saying I had a 10 am appointment for the leaf spring replacement. Told to go to the waiting area and a while later I was told that I had requested an oil change and that they were just inspecting the leaf springs as the parts are back ordered by a couple of weeks!! First off I never ever wanted or requested an oil change and second why wasn't I notified of the back order on the recall??? I traveled an hour from home to spend 45 minutes waiting for nothing!! Minimum 2 weeks on the parts. This is a part that I can look under the truck and see. Not sure if I trust them to actually do the repairs needed so will be checking out other options. Very displeased to say the least to have wasted almost 3 hours for nothing!!

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Recommend Dealer
No
Employees Worked With
John Pickard
December 29, 2013

"Though the first visit didn't find a fix, the service..."

- MaxRxD

Though the first visit didn't find a fix, the service department worked with me to isolate the issues and effect all possible fixes. As always, problems are not certain to be duplicated when in for service, so the flexibility of HC's service writer was appreciated.

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Recommend Dealer
Yes
Employees Worked With
Service Writer, Rob Hankins
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