Peter Boulware Toyota - Service Center

I recently switched to Toyota after being a loyal Honda customer for over 20 years. I purchased a Highlander from the people at Legacy Toyota. The staff seemed quite friendly and energetic. But recently customer for over 20 years. I purchased a Highlander from the people at Legacy Toyota. The staff seemed quite friendly and energetic. But recently I’ve been very disappointed in how they treat their customers. My car is ready for its first scheduled maintenance. I tried to make an appointment online, but the web site wanted all kinds of detailed information like my Vehicle Identification Number, which I don’t have at my desk. So I just called by phone. This was at 1 on Tuesday afternoon, so the dealership should be open and working. I told the female receptionist that I wanted to make an appointment for service, and she told me it would just be “one second.” One second is not very long, so that’s fine. She transferred me to another line. The phone rang and rang (for many seconds, not just one). After a while it was clear no one would answer, but I was curious to see what would happen, so I let it ring. At long an automated voice came on and told me to press 1 for sales, 2 for service, and so on. I pressed 2. Again I listened as the phone rang and rang. Eventually another automated voice came on and told me to dial an extension or just wait for an operator. So I waited. And then it hung up on me. At this point I thought this was shabby treatment, but I was curious to see what they might say. I called back and this time asked to speak to a supervisor. The receptionist asked me whether for sales or service, so I chose the latter. She transferred me. Again the phone rang and rang. Eventually an automated voice came on identifying himself as the manager and saying he was probably on another line at that very minute but he would call me back right away if I would leave a message with my name and number. I left both name and number. That was two hours ago. The difference between the “one second” the receptionist promised and 120 minutes indicates they were off by a factor of over seven thousand times … and still counting. (I’m still waiting for the guy to call me back.) (I waited all afternoon and he never called -- this is added at 5:23 pm.) None of this rises to the level of crimes against humanity. But to be treated with so much indifference or incompetence when all I’m trying to do is schedule an appointment is somewhat shocking — especially to someone who has been accustomed to Honda service. At this point I am stumped as to what to do. Supposedly my purchase price includes some degree of maintenance care by the dealer. But perhaps Legacy Toyota keeping costs down by simply refusing to provide the service, such as by making it really hard for customers to schedule appointments. In any case, it is hard for me right now to think that Legacy Toyota values its customers. More

For the past several oil change and tire rotations, servicing my car is taking what I believe too long and gets longer each time. On one occasion, I was there for 1.50 hours from the time I drove up t servicing my car is taking what I believe too long and gets longer each time. On one occasion, I was there for 1.50 hours from the time I drove up to the time I left for this service. Other times, it has not been much better. Just the other day, I went in for the same service. I mentioned to the tech that my car was vibrating when I hit the brakes. I asked him to check on it and get back with me. After an hour of not hearing anything, I located my tech and he informed me that my car was leaving the rack. This is when he told me about the alignment issue and it would take about another 75 minutes to trim down the two rotors. My thinking was that if I have known it was going take this long, I would have gotten the shuttle to take me to work once I arrived at the dealership. I then requested to be taken to work…after about 15 – 20 minutes of waiting around…the shuttle finally showed up to take me to work. I love this dealership, I have been with them since 2000. However, I would trade in the MVP room and donuts for improved service. I left work at 11:00 am drove to the dealership that is less than 10 minutes away and returned to work at 1:30 pm by the shuttle. This is unacceptable; especially for oil changes and tire rotations. More

Before this experience I have had wonderful service at Legacy Toyota and I've come to expect superior service because of this track record. But being served by Brad Jewell has made me reconsider going bac Legacy Toyota and I've come to expect superior service because of this track record. But being served by Brad Jewell has made me reconsider going back. I have to remind myself that the other employees have always been courteous and professional. I was charged for services I did not request and I told him so firmly, apparently in a tone he did not like. Rather then keeping a cool head and keeping his reply professional and courteous he became defensive and snapped, "Now you don't have to be nasty." I would expect someone who seems to be a seasoned employee to never talk to a customer this way. It was uncalled for, rude, and made for the rest of our interaction to be very strained. He removed one service fee, but once I realized he hadn't removed all of the ones I requested I decided it wasn't worth it as I really didn't feel like getting snapped at again. I hope that he will be made aware of this so he can work on trying to retain a baseline of common courtesy and respect when dealing with other customers in the future. And, in stark contrast to his behavior, employees like Tennesley and Gee and the rest of the staff I spoke with upheld the superior service I have come to expect from Legacy Toyota. More

Several weeks ago I brought my old Toyota in for service and while waiting I decided to look at the vehicles on the lot. While looking a woman with blonde hair named Gloria (something like that) approached and while waiting I decided to look at the vehicles on the lot. While looking a woman with blonde hair named Gloria (something like that) approached me. My first thought was, "Oh, god. Here we go." I was wrong, though. I'm a psychologist so I have a keen eye for predation. This person wasn't predatory toward me at all. She introduced herself, I told her that I was just looking, and then she said to take my time and enjoy looking. She then said that if I have any questions to ask for her in the building and she'll help. Then she left me alone. I was taken aback by her. She gave me space. I've owned a lot of Toyotas and Lexuses throughout the years and I believe they're the best cars for the price. I like to think of them as German quality at half the price. Craftsmanship is rare these days and the Japanese and Germans still have that core virtue in the value systems of their cultures. Anyway, the next time I visit Legacy I want to deal with Gloria because of the way she made me feel. She challenged my whole understanding of the personality types of all car sales people. Will see you again soon. [hint] Warm regards to Gloria and all of Legacy, William. :-) More

Nastiest, rudest bunch of people I have ever dealt with. They were ok, but not great, when we were buying the car, but backed out of a warranty repair on a technicality. To add insult to injury, the manag They were ok, but not great, when we were buying the car, but backed out of a warranty repair on a technicality. To add insult to injury, the manager offered to sell us another car. I don't know how they stay in business, but they have lost mine and I will relay this experience to anybody and everybody that I know. More