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Sloane Toyota of Malvern - Service Center

2.3

23 Lifetime Service Reviews

593 Lancaster Ave, Malvern, Pennsylvania 19355

23 Reviews of Sloane Toyota Malvern - Service Center

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August 16, 2018

"Zero star experience at Sloane Toyota Service Malvern"

- Shan

I would like to share my displeasure with my recent interaction with Sloane Toyota service team, where I was asked to come back the next day even after a confirmed appointment and clearly mentioning all the requests in my online appointment A snapshot of what happened at the service location: - Reached service station at around 3:40, provided keys to the person taking my car, and went to the service desk - Was met by Mr. D at service reception and asked for my phone number - When I asked if they are going to have a look at my other requests, I had to again provide all details of these requests - Got an answer that its almost closing time and the team will not be able to do it today. - I mentioned that I am OK with keeping the car and coming back tomorrow. Mr. D called someone one the phone to pick me up - Thinking that this was the shuttle to drop me, was surprised to see my own car being brought back. - Went back to Mr. D to ask if someone will be dropping me off and bring back the car, I got the answer that he will call me back tomorrow when its done - When came out, the car keys were in the car. - Went back again to Mr. D since I was a bit confused at this stage as to exactly where the understanding gap was. - Now without even listening, Mr. Dave told me to come back with my car the next day to get all the service requests done as anyways the team will not start working on it before next day. - I had to leave my work early to make sure I don't miss the 4 PM appointment. And below is the extract from the request made on web portal: Web App. - Shuttle: For Drop Off. - Transmission Software Update Tsb-0194-17 requested - Rear View Camera Guidelines Seems To Be Offset - Check Front Shock Absorbers. Seems Lot Of Play When Going Over Bumps

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Recommend Dealer
No
Employees Worked With
Dave
Aug 19, 2018 -

Sloane Toyota of Malvern responded

Hi Shan. I’m deeply sorry to hear about your recent visit at our dealership. Our customers are our top priority, and we do apologize that your vehicle's service needs were not met. Please contact me at your earliest convenience. I’d like to further understand what happened and address these concerns. I look forward to hearing from you. Sincerely, Dennis Hoffman – Service Manager – d_hoffman01@sloaneautos.com - (484) 329-7300

Aug 19, 2018 -

Shan responded

Thanks for the quick response Dennis. I had sent an email to you and Nick on the same day with all details. Still waiting for the reply there.

June 26, 2018

"Arrogance is no way to serve your customers..DO NOT BUY HERE"

- dshaw19013

I visited Sloane Toyota after calling for some information on the very expensive extended warranty I purchased for my 2017 Toyota I purchased from Sloane Toyota. I was told I must come in and have the vehicle looked at, so instead of going to a much closer dealer, I made the trek to Sloane figuring I was showing loyalty to the dealer I chose to buy the car. Never again BTW!!! I was insulted, I was ignored, and I felt helpless in getting my problem resolved. I was met with arrogance, and a general idea of "We really don't care". Even after I told them I would never buy another vehicle from their dealership, the apathy I met with flies in the face in what customer service is all about. Buyer beware...

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Recommend Dealer
No
Employees Worked With
I don't remember any names I dealt with they were that non memorable!!!
Jun 26, 2018 -

Sloane Toyota of Malvern responded

We have seen this review and are concerned with the experience you described. It is not our team’s standard quality of service and I would like to discuss what happened in greater depth if you are available. Please contact myself or a member of the service department to get in touch so we can work towards an understanding. Thank you. Sincerely, Dennis Hoffman - Service Manager d_hoffman01@sloaneautos.com - (484) 329-7300

April 26, 2018

"Mo's 5 Star service"

- Zrt690

Mo helped me get a brand new car back in 2016. Every time I came in with my car to get it serviced. He always went out of his way to greet and talk with me. Not only did he work with me, but also helped my mother get her car as well. My mother passed away this passed January and Mo walked us step by step to handle the transfer of titles. Today I came in to get my oil change and inspection. Mo pulled me to the side and was able to get a new 2018 car with less of a car payment. If you need a car you have to see him in Malvern. Always 5 Star service.

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Recommend Dealer
Yes
Employees Worked With
Mohammed Sid'Ahmed
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
May 01, 2018 -

Sloane Toyota of Malvern responded

Thank you for your wonderful feedback. We always strive to meet the needs of our customers no matter the situation. Feel free to let us know if you have any concerns about your vehicle. Thank you for choosing Sloane Toyota of Malvern! Sincerely, Mike Nasrat – General Manager – mike.nasrat@sloaneautos.com - (484) 329-7300

November 03, 2017

"Dishonest and Difficult to Deal With"

- dissatisfied25

We had a major issue starting day one of our lease. They put our address in the system incorrectly, told us not to expect a bill for 60-90 days and then when we did not receive the bill, due to their mistake, they sent creditors after us. We thought we rectified the situation only to find that they never contacted the creditors to take the marks off our credit. Each time I drop my Sienna off for service, I ask them to check the blind spot monitoring system, and have repeatedly been told it is working fine while it is there. This last time, they told me the mirror had been hit and I would have to pay to have it repaired, even though the man that checked the car in saw no damage on the mirror, all of a sudden it has a mark. Interesting! This is after the service woman I spoke to told me she could fix it and mark it as "malfunctioning" then filled out the form saying I declined the fix. Also, they told me that I need to replace all 4 tires on a car that is less than 2 years old and has just under 25,000 miles on it for $1100. They are telling me the Sienna is a heavy car and this is typical. Needless to say I will be getting a second opinion. Same service appointment, they broke a rod on my back door fixing a recall. The door will no longer close without force (an issue I am sure will be my fault when I return the lease). The service manager has been incredibly unprofessional in the way he has spoken to both me and my husband. Even going so far as to tell me that he has taken parts from new cars to fix cars that come in and need parts. Needless to say, when this lease is up, Sloan will never receive business from me, my family, or friends EVER again. My only regret is that I cannot afford to get out of the lease at this time. I cannot believe how little they care about customer satisfaction or even taking responsibility for the mistakes they have made.

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Recommend Dealer
No
Employees Worked With
Dennis, Steph
Nov 19, 2017 -

Sloane Toyota of Malvern responded

I am very discouraged to hear about the frustrations of your leasing experience. I would like to connect with you at your soonest convenience to learn more. Our customers are our top priority, and I regret that you feel like you have been treated otherwise. Please feel free to contact me so I can resolve any concerns, work toward a solution with you, and earn back your trust and future business. I appreciate your time. Sincerely, Mike Nasrat General Sales Manager mike.nasrat@sloaneautos.com 484-329-7312

July 06, 2017

"Working with Service Supervisor"

- Donna Shaffer

The staff were courteous and the work was done timely. It was routine maintenance. I had some concerns about the charges, but Dennis returned my call and worked out a satisfactory solution.

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Recommend Dealer
Yes
Employees Worked With
Eric
Jul 08, 2017 -

Sloane Toyota of Malvern responded

Hello Donna, We were happy to help you with your routine maintenance! Thank you for taking the time to write this review. We will definitely share this with the team. If you have any questions please feel free to contact us. Mike Nasrat, General Manager mike.nasrat@sloaneautos.com 484-329-7312

April 21, 2017

"Up selling and worst customer service"

- Viralpatel

I walked in to get Toyota Rear Seat Belt taken care of on Saturday morning. It seemed fairly 5-10 mins job to put plastic protective cover to prevent seat belt rubbing against metal part. I was asked to come back during weekdays with appointment for three reasons a) As per Assistant Service Manager, he did not had any technician to work on recall issue and b) they do not perform any recall related service on weekend (very surprised why not?). c) This recall service will take 2 hours. The next available appointment was 9:00 AM Tuesday which i had to take a half day ff at work. I brought car in on the day of appointment and it was fixed within 30 mins including two visit of Service Adviser where they make recommendation to fix other issues. Within this 30 mins they performed recall service and courtesy inspection check (oil change inspection, tire rotation , brake inspection , battery inspection, Air filters replacement inspection, shock absorber inspection). So i had to take half day off just for fairly 15 mins job which i was told takes 2 hrs minimum. I was pissed off and i decided to brought this to Service Manager's attention which he laughed saying you are not happy because we did it too fast????? I tried to make my point couple times to help him explain that i had to take half day off just for 15 mins job which could have been easily fixed on first visit. So it took me two visits and half day off to get something fixed which was Toyota's mistake (factory recall). In my opinion they do not perform any recall related service on weekend (specially without appointment) since it's free and they don't make make enough from it. Update: Service Manager called and he was very apologetic about what happened and how Assistant Service Manager acted. As per him they I could have dropped car off on weekend not not came back during weekdays. Sorry but still you have lost my business. I do not mind going to different dealership or place where they treat you with respect. We are all professionals and shall act like one...!!!

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Recommend Dealer
No
Employees Worked With
Assistant Service Manager
Jul 27, 2017 -

Sloane Toyota of Malvern responded

Thank you for your feedback. We apologize again for the inconveniences caused by this. If you decide there is anything else we can do for you in the future, please do not hesitate to give me a call. Best, Mike Nasrat General Manager mike.nasrat@sloaneautos.com 484-329-7312

February 22, 2017

"not bad sales , Poor service"

- donaldRumpToyService

The service department tried to provide unnecessary unneeded work. ( Yearly wheel alignment (on a car with 7,000 miles) is crap). They also tried to talk me into other unnecessary service work.

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No
Employees Worked With
unknown
Feb 28, 2017 -

Sloane Toyota of Malvern responded

We regret to hear that you weren't happy with your service appointment. We strive to provide our customers with honest, helpful information. We would appreciate a chance to talk to you about your experience; please contact me so I can address any concerns you have. -Mike Nasrat, General Manager, mike.nasrat@sloaneautos.com, 484-329-7300

February 15, 2017

"Running a fraudulent service department"

- GPS79

The service department is charging for services that are covered under the Toyota care warranty, then getting reimbursed from Toyota corporate for those services! I purchased my 2016 Toyota Prius from Sloane of Malvern in Summer of 2016, which was a great experience. That great experience ended there. Shortly after my purchase I accepted a job offer to relocate me out to the Seattle metropolitan area. I took my Prius in for it's first service appointment before making the 2,800+ mile drive. When I brought my car in for it's first appointment and oil change in September, I was told that I would be charged for that service (What dealership charges you for your first appointment?). I questioned this to the attendant checking me out and he said that it was correct. I thought this was odd, but I shrugged it off. I recently took my Prius in to have the parking break recall fixed and I questioned the service manager at the local dealership about why I had been charged for my first service appointment at Sloane, but not my oil change & service at their dealership. He informed me that the service appointments should be covered under Toyota care. He asked if I had the invoice from the service appointment. After reviewing the invoice, he told me not only that I should not have been charged, but Sloane had received reimbursement from Toyota corporate for the service! This infuriated me, but I calmed down and called Toyota service and was told that I was wrong and this was standard practice. I then contacted Toyota customer service and they put me in touch with Dennis Hoffman, the service manager at Sloane. Dennis called me once, which I was in a meeting and could not answer. I have now called Dennis back 4 times on two different phone lines and left a message each time with no reply. This has been ongoing for over 2 weeks now! I would strongly advise anyone looking for reliable, trustworthy service to steer FAR clear of this dealership!

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Recommend Dealer
No
Employees Worked With
Dennis Hoffman
Feb 28, 2017 -

Sloane Toyota of Malvern responded

We regret to hear that you have a negative impression of us. We always strive to provide our customers with honest, knowledgeable service. We would like to talk to you about your experience; your satisfaction is important to us. Please contact me so I can address any concerns you have. -Mike Nasrat, General Manager, mike.nasrat@sloaneautos.com, 484-329-7300

September 04, 2016

"My Horrible Expierience"

- Janie

On 8-29-2016 I went to Sloan Toyota at Malvern, PA to get my 2013 highlander to get Emission State inspection and oil change. Amie Watts the advisor called me that I need to change my windshield wiper, alignment ($99.00) and the front brake rotor got rusty ($396) rotors only without pads . So I said I don't want to get the rotor done yet. I spent $281 with all services done except the rotors. While I was driving home, I was hearing and feeling my bottom of my car is not right. ( feel like something falling apart) it didn't drive that way until I left Sloan Toyota. Something wrong but I couldn't see anything wrong. Before I go in to get the service. My car was very quiet because it still brand new car. Only drove 2 years 12000 miles. So I called the advisor right away when I got home. She keep pointing at saying because of the rusty rotors. I said I don't think so. It wasn't like that before I got to Sloan Toyota. I want to go back right away to get it check but she said I can't. Because they were booked up. So I went back next day to recheck the problems. After recheck she still pointing at rusty rotors ( she showed me the pictures too). They couldn't solve the problems they made . When I arrived my home driveway. My right tire fell off, my children were with me and something really bad could have happened to my family. I came in with nice quiet car but came out with my car fall apart. I thought I could spent that much money that they would have done a better job. So I let my friend mechanic fixed and tighten all nuts. The problem solved. It feel brand new again . Very quiet driving. I would not recommend anyone go to Sloan Toyota in Malvern, PA shop to get service done , What a horrible experience I had with them. I fell that I should go VIRAL in my social media. I have never experienced anything like this.

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Recommend Dealer
No
Employees Worked With
Amie Watts
Sep 20, 2016 -

Sloane Toyota of Malvern responded

We regret to hear that your experience with us didn't meet your expectations, Janie. We train our staff to provide helpful, expert service and advice to our customers. We would appreciate a chance to make things right, your safety and satisfaction are our top priority. Please contact me so I can work on fixing anything that went wrong. -Mike Nasrat, General Manager, mike.nasrat@sloaneautos.com, 484-329-7300

September 29, 2015

"Consistently Outstanding Service"

- HappyJack

Just completed another outstanding service appointment on our Toyota Highlander. Originally bought the car from Mohamed couple years back. Have always taken the car back to Sloane/Malvern for routine/periodic/required service. Today's service was usual pleasant, efficient, expeditious service experience with Dennis Hoffman and Sergio Santana. Waiting room area is great, restrooms were spotless, everyone on the staff has pleasant, upbeat demeanor. It is actually a bit of a drive from my residence to the Malvern location, but because of the outstanding service I always have received, I wouldn't think of taking the car to any other Toyota dealer location even though there is one much closer to my residence. Can't say enough about how great this dealer/service agency is!!!!

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Dennis Hoffman and Sergio Santana
Sep 30, 2015 -

Sloane Toyota of Malvern responded

We really appreciate you taking time to write this nice feedback about our dealership. Reviews like yours provide encouraging feedback and let us know we are meeting our team goals. We share your comments to Dennis and Sergio and if there is anything more that we can do please come back and see us again. Take care! Best regards, Josh Fletcher Service Manager - josh.fletcher@sloaneautos.com

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