Heiser Toyota

I called the service department twice before my service appointment. The first time was to make sure they could service my vehicle and Peter was very helpful and provided all the information I needed. The appointment. The first time was to make sure they could service my vehicle and Peter was very helpful and provided all the information I needed. The second time I called to set the appointment. While on the second call, the rep advised I come in two days later to make sure the service department had the parts. I took her advised and set the appointment. Today I went in and Tom said my appointment was not entered correctly, they didn’t have the parts and the price Peter quoted me was incorrect. Tom told me I was quoted aftermarket parts and only half of the parts I needed for the job. Tom said the call center didn’t do store my appointment details correctly and that the parts would need to be ordered and I would need to wait while he figured it out. I thought that was odd since I needed and wanted OEM Toyota parts! Tom called parts and didn’t get the information. Tom called again and didn’t get the information. Tom then ordered his breakfast with the shuttle driver before getting back to me. Tom then walked to parts and still didn’t have an answer for me. At this time I asked for a manager to figure out what the issues was and I was introduced to the manager. The manager and I walked to the parts counter and the entire parts team said not only did they have the parts but they had them pulled and ready to go! They said they had no idea what Tom was doing. At this time I requested a new advisor and I was transferred to Kevin. Kevin took care of me and even found me a coupon to apply to my bill so thank you Kevin. This is the second time I’ve been to this dealership and have received questionable service. The last time I came into the dealership, my wife and I wanted to buy out our lease. This time we we came in and asked to speak with the finance team. We were told it would take 5min. We waited for over 30 min and during this time Jorgo walked by several times to see if we needed help. Each time we told him no and that we were waiting and had been helped. When we finally got up and asked the receptionist what was the hold up, she said she had notified the finance mgr and that the person who has been walking around, Jorgo, was the finance mgr. She then called Jorgo and he came over to introduce himself and said no one had previously called him for us. Now while in his office Jorgo asked for our information on our vehicle, asked us id we bought our Toyota from them and what we wanted to do. We said no we didn’t but this dealership was closest to our home and we wanted to buy out our lease. Jorgo asked us if we had called our selling dealership for this transaction and we said no but we had called this dealership earlier in the week, left a message and no o e called us back. Jorgo quickly said he didn’t get any voicemails! He then told us they do not do lease buy outs on Saturday! Now it is -15 this day and there’s no one in the dealership buying cars and Jorgo had been walking around the showroom for 30min without anything to do. So I asked him should we go to a different dealership since he didn’t seem to want to help us and suggested we go to where we purchased the vehicle? He quickly said no and changed the subject. We told him we needed to get this done today because our lease was up and we were going out of town that coming Monday. Jorgo gave us the numbers to buy the vehicle and said he would call us next week. We left feeling like he didn’t want to help us, even though he was not busy and we really wanted to purchase our vehicle. He never suggested we work with a salesmen to possibly buy a newer vehicle since he knew our situation. We left, went to a different Toyota dealership and the finance mgr not only helped us right away but also told us about loyalty credits and new lease specials that would help us get a new vehicle for less than we were currently paying!! We were shocked Jorge didn’t help us the same way. HEISER, do better!! More