Heiser Toyota - Service Center

This was the worst experience in terms of meeting basic customer service. My car was scheduled for an 11 o’clock service and was towed to the location the evening before. We live in a high tech world and t customer service. My car was scheduled for an 11 o’clock service and was towed to the location the evening before. We live in a high tech world and therefore I was able to utilize my Toyota app to ensure my car arrived at the location, which was 7:55pm. I was told when I scheduled my appointment, and later that day when I again confirmed that I would be towing my car there that evening, that they would give me a call to update me on the progress and issue of the car since it had unexpectedly seemed to be experiencing engine failure among other safety issues and flashing warnings. Naturally, I needed to get the issue fixed ASAP. When I still didn’t hear from them at 12:30, I gave a call to see what the progress was and what the actual issue was. Peter informed me that they were waiting for the car to arrive. On a customer service level, should they had been waiting, I thought it was weird that they wouldn’t give a call to reschedule or confirm arrival 15-20 min after the scheduled appointment time. Apparently, they claimed to be waiting 90 minutes passed the appointment. I was scared that something had somehow happened to my vehicle, and so Peter said he would give me a call in 10-15 minutes to investigate/double check since my vehicle arrived on site the evening prior. I figured Peter was likely not working with my car directly and needed to check with a colleague. More than a half hour later, Peter called and let me know that the car was in fact on site and they had already began work. He explained that running diagnostics would take 90 minutes. Since he said the car had already started it’s service, I asked him why the 90 minute diagnostics wasn’t finished at 12:30 when I originally called for an update. He stated that unfortunately, they weren’t able to start with the vehicle right away because they were waiting for a “master diagnostician” to arrive, which isn’t factored into the service when they schedule appointments. I stated that from that customer service standpoint, I understand but would have liked a heads up that they would start the vehicle late since I was in a situation where I did not know what was wrong with the car, how long it would need to be serviced, and how I would configure transportation for the rest of my day and possibly the next day as this happened during the busy work week. In any case, I was glad to know that the car was being worked on and asked, since they were already working on it, if he could give an estimate of how much longer until I would receive an update. Again, thanks to the high tech world we live in, while speaking with Peter, my Toyota app notified me that the car was being started for the first time since arriving at Heiser. It was then that I realized that Peter was clearly not being truthful about the timing of when they started working on my car. Naturally, I started to question everything he had told me as well as the overall service and integrity of the business. As luck would have it, that’s precisely when Peter said “it’s not like we forgot about your car.” It’s very ironic that he stated that since I had in no way insinuated that and didn’t even think of that as a possibility until my app alerted me. I let him know that while I appreciate him stating that, the contrary could be said because he was clearly lying and being dishonest about when the work on my car began based on the app information. When I confronted his dishonesty, Peter was silent and extremely reluctant to offer an apology. I politely stated that it’s not best customer service practice to lie and his honesty and assistance would be appreciated. Again, very reluctant to acknowledge the error or take responsibility. Over 180 mins pass and at 4 I had no update. After speaking with a manager, I was given some info and my vehicle was dropped off the following morning. I am hopeful this feedback will lead to better and truthful service in the future. More

Took almost 2 hour for an oil change. Lube tech forgotten to tighten oil drain plug and 2 skid plate bolt. Found oil accumulating around the oil drain plug and some leak oil leak on the g Lube tech forgotten to tighten oil drain plug and 2 skid plate bolt. Found oil accumulating around the oil drain plug and some leak oil leak on the ground. I was able to loosen the plug by hand. I had to go over everything that I've paid this dealership to do. More

Great people and the great service I have ever seen. I highly recommend you if you would like to take your Toyota for service. I highly recommend you if you would like to take your Toyota for service. More

Prices are too high for simple services. The staff is knowledgeable but not flexible at all. The staff is knowledgeable but not flexible at all. More

Great fast service. Always friendly and answer all our questions. Dealership is always very clean and friendly staff Always friendly and answer all our questions. Dealership is always very clean and friendly staff More

Great fast service, no wiper fluid was added for rear window. But service was friendly, fast window. But service was friendly, fast More

Always such great service. They always keep you updated on your vehicle. Definitely recommend Heiser They always keep you updated on your vehicle. Definitely recommend Heiser More

Great people, fast service, and they keep you updated the whole time if you are waiting. They also don’t pressure you into buying extra parts for your car if they are not needed. I’ve always had great experi whole time if you are waiting. They also don’t pressure you into buying extra parts for your car if they are not needed. I’ve always had great experience here. More

Slow and pushy. Recomended service that was clearly not needed. Wasted even more of my time... Recomended service that was clearly not needed. Wasted even more of my time... More

Everything was good. Advisor very thorough, and gave good explanations to my questions. Fifteen words is ridiculous. Advisor very thorough, and gave good explanations to my questions. Fifteen words is ridiculous. More