Norm Reeves Toyota Dallas - Service Center

carltnorwood responded

It took me numerous calls over 4-5 days to get this fixed. Call one I spoke to the service manager. He said I can drive out to get new caps. That’s an hour total driving and more than the price of caps on gas alone. This was an absurd solution from someone who obviously isn’t rational regarding customer service. He said he would call me back to confirm if he could mail it. He never called back. I gave hi 2 days plus the weekend before calling back. I was transferred numerous times to voicemails or lines that never picked up or people who transferred me again for approximately 5 calls. I finally got someone on the line who was very unenthusiastic about fixing this problem the dealer caused but ultimately called me back and said they would send the replacements. He said he would call me back to confirm replacements could be sent. He did call to confirm by the end lf the day. I have still not received them as of 8/13 so hoping those were actually shipped and not another failing from the dealership. How hard is it to replace the caps? It should literally be the last step of checking air pressure. The first time I came in for servicing, your dealership stole all 4 so spent $10 to replace them with nice aftermarket ones that shined, thinking this would help keep the dealership from losing them. If I were asked today if I would buy a car from this dealer based on the service provided so far, I would say no. Such a simple task that has been incredibly frustrating and time consuming to fix.

Norm Reeves Toyota Dallas responded

Again, I want to sincerely apologize for the inconvenience you've experienced and the time you've spent trying to resolve this issue. I understand how frustrating this situation must be, and I truly appreciate your patience. After following up with our service department, I can confirm that the caps were indeed mailed out. While this oversight should not have occurred, there are rare instances where our technicians may unintentionally forget to replace the caps during service. Please know that this is not reflective of our standards, and I want to assure you that we would never intentionally withhold or misplace any customer property. We are actively addressing this matter with our team to ensure proper procedures are reinforced and to prevent similar issues from happening in the future. Thank you again for bringing this to our attention. If there’s anything further we can do to assist, please don’t hesitate to reach out directly to my email. Warm regards, LaTris Price Customer Relations Manager latris.price@normreeves.com

Norm Reeves Toyota Dallas responded

Thank you for taking the time to share your feedback. I’m truly sorry to hear about your recent experience and the frustration caused by the changes to our cashier process. Your concerns are completely valid, and I understand how inconvenient it must have felt to wait in line twice during your visit. Our intention behind moving the payment process to the service coordinator was to streamline communication and improve overall service accuracy. However, we recognize that this transition may not have worked as smoothly as intended, and your experience highlights areas we need to improve. We genuinely value your business and are disappointed to hear that we may lose the opportunity to continue serving you. Your feedback has been shared with our leadership team, and we’re actively reviewing our procedures to ensure they better meet our customers’ expectations. Please feel free to reach out at your convenience if you would like to discuss this matter further. LaTris Price-Customer Relations Manager-latris.price@normreeves.com

Norm Reeves Toyota Dallas responded

Thank you so much for your kind words, and for taking the time to leave us this wonderful feedback! LaTris Price-Customer Relations Manager-latris.price@normreeves.com

Norm Reeves Toyota Dallas responded

Thank you so much for your kind words, and for taking the time to leave us this wonderful feedback! LaTris Price-Customer Relations Manager-latris.price@normreeves.com

Norm Reeves Toyota Dallas responded

Thank you! It has been a pleasure serving you. Quality customer service is always our number one priority, and we're happy to hear that we met your expectations. Thank you again for choosing Norm Reeves Toyota Dallas. We look forward to having you as one of our valued customers for many more years to come! LaTris Price-Customer Relations Manager-latris.price@normreeves.com

Norm Reeves Toyota Dallas responded

Linda, Thanks for sharing your experience with Norm Reeves Toyota Dallas. Shelly and our team appreciate your business and hope to see you again soon! LaTris Price-Customer Relations Manager-latris.price@normreeves.com

Norm Reeves Toyota Dallas responded

Thank you for taking the time to share your feedback with us. We work hard to make sure our guests have an exceptional experience. We will share your comments with our team, and we look forward to working with you again. LaTris Price-Customer Relations Manager-latris.price@normreeves.com

Norm Reeves Toyota Dallas responded

Thank you for taking the time to share your thoughts on working with our team. We're glad to hear we delivered such a great experience! LaTris Price-Customer Relations Manager-latris.price@normreeves.com

Norm Reeves Toyota Dallas responded

Miriam, thank you for this feedback. We're very sorry to see that you didn't have the best experience at our dealership. Would you mind sending us a message with your contact information so we can learn more about your visit and address your concerns? While we're disappointed to learn that we didn't meet your expectations, we'd love to try to turn things around and make sure the same thing doesn't continue to happen. LaTris Price-Customer Relations Manager-latris.price@normreeves.com

Norm Reeves Toyota Dallas responded

Lorena, thank you for visiting Norm Reeves Toyota Dallas! We're happy to hear Sergio made your experience a smooth one and we hope to see you again in the future. Take care!