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Smart Motors Toyota - Service Center

Madison, WI

3.6
32 Lifetime Reviews Review Dealership

32 Reviews of Smart Motors Toyota - Service Center

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December 09, 2019

"Oh my goodness! If you believe in the power of the review..."

- Dont buy at smart

Oh my goodness! If you believe in the power of the review do not I repeat do not buy your next car from these! You will so regret it I could write a book on what happened to us. It would blow your mind. So all that I am telling anyone that wants to listen – do not buy your next vehicle here you will be so sorry. Use East town Toyota or go to Milwaukee to buy your new Toyota I’m telling you folks these people are unbelievable!

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Recommend Dealer
No
Employees Worked With
JR smart
July 18, 2019

"Excellent service! "

- Woney

I wanted to give a compliment to the Justin Von Behre, my service advisor. He was awesome! Friendly, knowledgeable, had great people skills, really cared about the work that was being done on my Prius. Thank you much!

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Recommend Dealer
Yes
Employees Worked With
Justin Von Behre
June 04, 2019

"Professional and courteous service"

- Ann

Smart West offers appointment times convenient for me, always treating me courteously. At each step I am kept informed, with explanations for work and recommendations. There’s never pressure for repairs I don’t need. The waiting room is well equipped with computer stations and reading materials ( The coffee and popcorn/ cookies help make the wait worth it.) I recommend Smart to friends.

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Recommend Dealer
Yes
Employees Worked With
Don Demick
5.0
Other Employees : Bill Camilleri
May 29, 2019

"Lazy service department"

- Scammed

I brought my truck in for a simple alignment. After waiting all day I get it back they only took the time to adjust the toe setting. This probably took them a total of 10 min to do with setting the car up on alignment rack. I had to pay $100 to adjust a setting that can be done in the drive way. They told me afterwards that if it falls in the range they don’t even bother with it (even though it affects tire wear, vehicle stability and handling. So 4 of the 6 settings for the front were on the border of out of spec. They also tell you that they will do a free courtesy inspection of your vehicle, this was clearly not done as I know both of my headlights are cracked and one was burnt out at time of service. They claimed everything looked good. If they didn’t even check the easy and obvious stuff I doubt they checked anything else. This is the kind of lazy service you pay for when going to smart Toyota. They made absolutely no attempt to actually complete the job and instead told me to bring it back another time if I have a problem. I later brought my truck to an independent shop and they were able to get all the settings dialed in perfectly and only took an hour. I will not recommend this Toyota dealer/shop to anyone!

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Recommend Dealer
No
Employees Worked With
Dave Marks
May 15, 2019

"always very efficient and thorough"

- leo

came in for tire rotation and I knew I was in need for brake replacement. They were able to do the front brake replacement at the same time. I have purchased 4 vehicles from Smart Motors and believe that they offer the best service experience. Thanks

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Recommend Dealer
Yes
Employees Worked With
I don't have his name with me at this time
April 16, 2019

"The experience"

- Poblanos100%

It was an excellent experience. Everyone that works there is very nice and kind, and very patient with me and my questions that I had. The workers there they help you find the right car for you.

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Recommend Dealer
Yes
Employees Worked With
Manuel Socrro
July 10, 2018

"Not honest"

- jwrmiler

I recently brought in my 2011 Toyota sienna van as the cable broke which opens the automatic side doors. I was informed that the motor and cable system needed to be replaced and this would cost 1900.00. My research for a cable replacement found a cost of less than 200.00 so this was a big shock. I had no idea that there was something wrong with the motor. I did not commit to fixing it as the cost seemed high and we could still open the door manually so could just not fix it. As I did more research I decided to take off the inside door panel and while pushing the button to open the door I heard the motor running. I also heard it when I pulled the handle on the outside. They told me that the motor needed to be replaced in addition to the cable system but it was clearly audible when engaged and working. After more research I decided to try replacing just the cable component. I ordered this online for 40.00. I spent about 1.5 hours putting in the cable attachment which did require me wrapping the cable on the spool that turns when the motor runs, pulling the cables. This was the only difficult part of the entire thing making sure they were even and didn't come off the spool when placing it on the motor. Once this was done I pushed the spool onto the motor and put the panel back on and Bam! it has worked every since, 2 months out. I didn't understand how they had come to the conclusion that I needed the motor and cable replaced and felt that I should get a refund for the inspection fee. I talked with the manager of the service department (I actually did this when the door panel was off and before I put on the cable component so he could see and hear the motor run). He said that was strange and went to talk with his mechanic. When he returned, his explanation why it all needed to be replaced was: it was too difficult for the mechanics to correctly wrap the cable on the spool so they would just replace the entire motor and cable components (they would come already wrapped and together in 1 piece). I questioned why I wan't told honestly what was wrong (lying that the motor needed to be replaced) and even if told this why couldn't only the cable component couldn't be replaced (because the mechanics were not skilled enough to do what I and other youtube video posters were able to do). He tried to rationalize this without making sense and attempted to split the inspection fee because they did do something? I protested, stating what they did was tell me that something that wasn't broken needed to be replaced at a cost of 2k when the part that needed to be replaced was 40.00 and less than 2 hours of time. He eventually acquiesced and returned the full amount. I will never take my car there for anything but to have recall repairs done. They will squeeze any penny they can out of you, how else do they pay for the free donuts and coffee.

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Recommend Dealer
No
Employees Worked With
No one specific
March 02, 2016

"Never Ceases 2 Amaze Me"

- K.Thompson

Scott Lutzke, Service Advisor at Smart Motors, was truly my saving grace yesterday morning after the lens of my rear light in my new Toyota Highlander busted out while I was backing out of my driveway. Perhaps I failed to use the large screen on my dashboard, directly in front of my face……otherwise noted as the “back-up camera” which resulted in hitting the garbage can at the end of our driveway. YIKES…not a terrific way to start the day, I must say! Anyway I went to Smart Motors first thing before heading to work with high hopes to get the lens replaced before the end of the day, “as if nothing ever happened” in the eyes of my husband, that is! There are some things that are best left unshared and this was definitely one of those finer moments! Scott was absolutely fabulous as he knew time was a factor. He took a look at the minor mishap, what it would take to fix it, consulted with the parts area which said they could have the new lens by 7AM the next morning, provided me a quote for the total cost of a new lens/labor, scheduled a time for the replacement of the lens for the following day and had me on my way in less than 15 minutes! Not only was Scott extremely efficient, he was very personable as if I had worked with him for years. Smart Motors, truly never ceases to amaze me, excellent customer service and such a positive fun place every time I walk through the doors. The Toyota Highlander is our 2nd New Vehicle with Smart Motors since 2014 and we have no desire to work with any other dealership!

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Recommend Dealer
Yes
Employees Worked With
Scott Lutzke
July 22, 2015

"Toyota service center"

- county a gearhead

Service customers beware. Had rear shocks replaced at 40k miles on a 2012 Rav4 because of leakage, cost was $520 ! I thought this sounded high priced. Was told to get other estimates and they would see what they could do. East side Toyota was $85 less, out of town Toyota dealer (Monroe) was $200 less ! And I had to get other estimates in writing. They ended up refunding to me $85. They also stated that they could set their prices anywhere they like ! I would never go back.

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Recommend Dealer
No
Employees Worked With
Jim Ward-service manager & Eric Brown-service advisor
November 27, 2013

"Horrible experience, will never go to this dealership..."

- jda142

Horrible experience, will never go to this dealership ever and i would not recommend anyone going there because they are going to rob you blind. I had an appointment at 7:30a for 90k routine maintenance check because i had my engine light on and was due for the check up due to the miles. I was told that it was going to be $121 over the phone and Service employee Alan Reichert said yeah and agreed in person. They printed out a sheet that estimates $241. I went back to Reichert and said that its suppose to be $121 with the check and he said it was and then said that price was an estimate. When all said and done at 10am. I was charged $247 dollars. I was charged for $120 for a diagnostic did not ask for and the rest was for maintenance. When i tried to argue about the price i paid, he said the only thing he could do was give me a 10% discount to make it $226. The diagnostic test was to check the light and the reason why the light went off is because i a crack in my gas cap. I paid $226 dollars for maintenance, a diagnostic test and a gas cap for $226. I have a respectable job and i going to professional about this situation and share it with everyone. Poor customer service, $196 of my total was labor and all they did was do a basic check, top and changed my oil and gave me a gas cap, lol for a 150min wait(checked in at 7:25a). Go to Lancaster toyota if you dont wanna get ripped off and dont get service by Alan Reichart.

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Recommend Dealer
No
Employees Worked With
Alan Reichert
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