Longo Toyota - Service Center

This is a rather long and complicated case and I feel like it is going nowhere and that I am being lied to, passed on to the next service representative and then nothing is getting done about it. Initially I call the service center to request a simple repair of the rubber lining around the front windshield. I purchased my car brand new in APRIL it is a RAV4 2018 hybrid and I love it but for some weird reason most likely a factory defect the window trip came loose and started flapping around. I reiterate that this is most likely a factory defect because it occurred prior to 5000 miles without any kind of damage, accident or tampering. First the service people on the phone are rude, they pass me to different departments on hold for upwards of 20 minutes and then when I get to parts I get transferred again. Finally I seem to get to the right place with the parts supervisor claiming he will call me back and have the part ordered. Of course this doesn't happen and I call again and this time I am assured that the right part is ordered but I felt the entire conversation I was being blown off and now given time to explain which part was actually defective on the car. The 1st appointment is scheduled and in about 2 weeks on 1 Sept. 1st appointment on 1 Sept. Turns out the wrong part was ordered and nothing was accomplished, initially I was frustrated but the manager present at the time a man named Sammy gave me assurances that he would order the right part and try to have the repairs conducted at my house to save time. Over the next 2 weeks I also make contact with customer relations representative Elaine who explains however that the repairs cannot in fact be done at home and that I have to make another appointment at LONGO for the actual part to be installed. Normally I wouldn't mind however I am currently active duty military preparing for my 4th deployment to the middle east VERY SOON, and its extremely inconvenient for me to spend weekends which are my only free time away from family when I am literally a hundred miles away training over the week days. I decide to make the appointment anyway for Saturday 15 Sept literally waking up at 0500 am from Camp Pendleton to drive north instead of going directly home to spend with famiy. 2nd Appointment 15 Sept I arrive on time and everything seems to be going ok, Im picked up by my fiance at the dealership after dropping the car off, I decline to use a complimentary car rental offered since it seems like more hassle and I just want to go back to sleep and spend some time resting at home. Later, I get the call that the car is ready for pick-up and return with me inspecting and everything looking good so far. HOWEVER ON THE DRIVE BACK HOME ON THE FREEWAY A SEPARATE PART OF THE WINDSHIELD LINER LITERALLY COMES LOOSE AS IM DRIVING AT A MERE 65 MPH. With utter frustration I drive back to the dealership where the same people who saw me earlier give me the same assurances, same promises, same apologies WITH ABSOLUTELY NOTHING ACCOMPLISHED. Another manager comes up makes the same offer of a home repair, the same claim that he will order the parts expediently and all of this I dont believe. I would like to believe the words of sammy, elaine, paul, ethan or whoever else at Toyota Longo but frankly I'm completely and utterly disappointed in the quality of the service. First of all its a new car and NONE of this should have happened, when I think TOYOTA I want quality on the first buy and first try. Second of all I should not be wasting 2 weeksends and stressing over what I see is an extremely simple repair, cant the parts just get somekind of industrial silicone epoxy injected to secure in place permanently? Im not an engineer but it seems plausible to me. I just want this fixed asap before I deploy out of the US for the next couple months.

I have been coming to Longo since i purchased my first vehicle in 1999. Since then I've puchased two more vehicles from Longo. I've always had my vehicles serviced at longo as recommended. All my dealing with Longo have been professional and informative taking care of all my concerns. This past July 2nd i brought my lexus vehicle in to have a couple of scratches repaired. Michael Chau was immediately notified and quickly gave me a typed estimate as he explained what was going to be done. Eventhough it was Monday before the 4th of july he promised the veh. by the following Monday. Mike called me early Friday and told me the veh. was done early. I picked the vehicle up Monday. Michael was prompted and again went over what was done. He went the extra mile, took the time to stop and just chat on a more personal level. Mike is definitely a people person and an asset to the Longo Brand. I could not have been treated better. I will definitely ask for Michael next time. So many times customers mean well, but just fill in the boxes on a survey. Michael went beyond the call of professionalism.

Alexis Orso Exceeded The Typical Customer Service. Thank-You Alexis, The Customer Service Far Exceeded My High Expectations... As-well-as Mario Tovar, It's Very Evident That They Both Care And Value The Business.

I was delighted with my manufacturer’s mandated service call. My other 2 cars by another manufacturer always try to up sell their services to the point that it becomes irritating. Ruby Woo was pleasant, professional and well informed. There was no unnessary pressure to sell unnessary service. In the future if Ruby recommends a service, I would be inclined to trust her and approve the service. She did an excellent job in explaining the concerns I had with car and was very thorough. I would definitely work with her in the future and recommend her to my family members for their service needs. The only missight was that the car wasn’t vacuumed.

We've been going to Longo for over 8 years for our service on our FJ Cruiser. We bought it new there and we were so happy, we just bought a brand new Tacoma from them. Just took th FJ in for its 100,000 mile service (still runs and looks like new). Had the recommended service done including R&R of the engine coolant. They performed all the services and we drove it back home. As usual after any service I've had done, I check under the hood to make sure everything looks in order. Much to my surprise and delight, Longo had given my entire engine bay a bath! It looked like brand new again! They did not have to do this, but they did and didn't charge a dime for it! This was going above and beyond, something you see very little of these days. So thanks a million Longo for your service team going the extra mile!!

It’s my first time to lease a car and Andy Wong helps a lot and give a great deal. Excellent costumer service highly recommend 🙂

Longo Toyota is dedicated to customer satisfaction from freeway access, greetings at the security booth, and all the way through car service, collision repair and car sales. Every employee's number one concern is keeping you informed, comfortable, and satisfied. Specifically, Kirk Wallace is a tireless, dedicated Service Advisor, Rob McGuire is a fine Service Manager, Paul Le Blanc is a top notch Service Supervisor, and Casey Castaneda is a great Sales Consultant. Cashier Millie makes you feel better just for interacting with her. Top management is just as friendly and approachable as everyone on the lot. This makes you feel right at home. Respect from everyone you meet. Longo is the Disneyland of dealerships. They have great amenities, including Starbucks, Subway, AAA, and Verizon, They have an unsurpassed inventory of cars, great loyalty and rewards programs, and business and family friendly technology access. They have convenient and efficient customer pick up and delivery shuttle service. Everything is designed for customer satisfaction and communication.

It was a nice experience dealing with a professional person as Gracie Camba. All our questions were answered n we received very good suggestions and help from Gracie

I bought my certified pre owned Tacoma from Longo a little over a month ago because I use to know the Longo family. I paid a fair but closer to retail price which felt fair once I got the 1 year free maintenance and purchased the best warranty possible. I felt a shimmy in my brakes shortly after purchase and a friend who is a certified Toyota mech told me to take it back at my service because my rotors are warped and they need to replace them. So I went in for my first service, called in advance and made an appointment for 1 because they said they would need time to deal with the brakes. So I arrive at 1 and at 4 they tell me that the rotors are warped and the pre owned manager said he wouldn't warranty them. I said ok bring my truck to the front and I'll talk to the manager. I didn't get his name but what I encountered was a very condescending xxx who talked through a cheesy smile while blaming me for not bringing it in sooner. Long story short I cursed out every one in that building and left to get my truck. Now it's 5 pm, so they hand me the paperwork and all they did is rotate tires. I talked to service manager and he explained that one year maint is 1 tire rotation, then 1 oil chance ad lastly one more rotation, THATS IT! So apparently I'm not ready for an oil change so I don't get one. To add insult to injury I didn't was my car because of the dirty paws doing service and the idiots wiped down my black truck and swirled the paint. These guys are horrible! I will give them the opportunity to detail my truck and replace my rotors and change my oil and I'll take my posts down, so when you see this still posted 6 mos from now you will have proof as to the caliber of dealership!

Had a 10 Am appointment for an oil change. Believing that an oil change shouldnt take more than 45 min. An hour maximum. I ended up spending 4 hrs waiting for the car tonget done. Never going back. My family has bought at least 5 cars from there. I will not make my next purchase from this Toyota.. This dealer is a reflection on the Tyota brand. I just might by a Honda next time..