Suburban Toyota of Farmington Hills - Service Center

The service department at Suburban Toyota is breathtakingly incompetent. Seriously, I was shocked at how effortlessly they were able to waste my time. My last appointment was to fix a door that breathtakingly incompetent. Seriously, I was shocked at how effortlessly they were able to waste my time. My last appointment was to fix a door that wouldn’t open, and they set an appointment for me but didn’t order the parts to perform the repair. Don’t think the service manager will be of any help, he was more clueless than the mechanic was – and that’s saying a lot. This dealership was the most inept I have ever encountered in my 50+ years. Don’t walk away from this dealership….RUN from it. More

Outstanding job by your service team on Tuesday 5:45pm. I had a tire blow-out on my new 2023 Sequoia. The tow driver brought the vehicle to the closest Toyota dealer as directed by Roadside assistance. I had a tire blow-out on my new 2023 Sequoia. The tow driver brought the vehicle to the closest Toyota dealer as directed by Roadside assistance. When I arrived Adam Gilbert the Service Mgr and Kieran Townsend the service mechanic quickly met me and revd my options. Rodger Cole quickly searched if their was another tire in stock. Unfortunately, no like tires were available but, Rodger ordered a tire and a sensor that would be at the store by tomorrow 1pm. I sd no problem and asked them if they could put on my spare tire so I can drive home to Canton. Without hesitation and now getting close to 6pm closing time, Kiernan got his floor jack and quickly detached the spare under the vehicle and mounted the spare tire. I was called by Rodger in the am today and was advised the new tire and sensor had arrived. I arrived at the dealer around 9am. Kieran walked right up to m vehicle and drove it around to complete the tire change. They washed the vehicle on top of it. What service, what a team. Thanks all !! More

Adam was very helpful getting my key fob repaired. Much better experience than I had in Ann Arbor. A+++ job. Much better experience than I had in Ann Arbor. A+++ job. More

This my first time dealing with Adam he is a professional gentleman and kind, I really appreciate his hard work to resolve my issue. gentleman and kind, I really appreciate his hard work to resolve my issue. More

Keon Howard is my favorite person in the service department to work with! Very friendly, helpful, and attentive. department to work with! Very friendly, helpful, and attentive. More

Beth in the service department restored my faith after I had a less than ideal dealership experience. She helped me immensely in understanding what was occurring with my vehicle and guided me to a perfect r had a less than ideal dealership experience. She helped me immensely in understanding what was occurring with my vehicle and guided me to a perfect resolution of my issue. I hope Suburban Toyota does everything they can to show appreciation for such a stand out asset to their team. More

I have been using this dealership for several years now and they are okay. This Service Advisor Roger Cole is very rude and should improve his skills as he is in a customer facing role. Very disrespectful and they are okay. This Service Advisor Roger Cole is very rude and should improve his skills as he is in a customer facing role. Very disrespectful and uncommunicative to the customers. Would have avoided this dealership, but I will need to drive an extra 10 miles to go to the next Toyota dealership. If I go back to this dealership for any service, I really hope I do not need to deal with this unfriendly Service Advisor. More

I don't know how to rate this dealership as I was turned away from receiving any service. I walked in at about 4:30 on a the Friday before Labor Day weekend. I didn't have an appointment so I wasn't expecti away from receiving any service. I walked in at about 4:30 on a the Friday before Labor Day weekend. I didn't have an appointment so I wasn't expecting the red carpet treatment. I really only wanted to have an engine code ran. I had already had a service appointment at a different dealership that morning and my engine light came back while taking my son to work. Since the Farmington dealership is less than 5 minutes from my son's job, I decided to stop in and have the code ran to get an idea of what I was dealing with. The person greeting in the drive lane asked if I had and appointment. I told him that I didn't but I only wanted a code scanned. He sent me forward and said that someone should be able to help. He sent me inside to the blue squares and shortly after I met Roger Cole. His "greeting" was "You got an appointment" I told him I did not, to which he immediately responded "I can't do anything for you without an appointment" I went on to attempt to explain that I only wanted a code scanned and that I had been services once that day at a different Toyota service center. I even went as far as showing him my receipt from that day. His then said: "Well I DEFINITELY can't do that because my mechanics are all about to go home." I had only stopped in because the listing on Google said that the service center was open until 6. Yet somehow at 4:30 all mechanics were going home? I also own an OBD scanner. I am well aware that you don't need to be a trained mechanic to run a scan. He could have done it, or literally anyone in the service department. The only thing I wanted was a shred of customer service. I went in literally as a Toyota customer, driving a Toyota, with a receipt from a Toyota service center and Roger's only answer, aside from his very unwelcoming tone and demeanor, was that "You can leave it here if you want!" Which I'm sure my 5 year old would have loved while she's standing in front of me, in her Disney princess dress! I would love to say that I would give this dealership or service center another chance but as long as Roger Cole is at that counter I honestly would never patronize this place and I would strongly discourage anyone else attempting to either. I wish I had the gentlemen's name that was outside. He was black, probably in his 30's, and gave excellent service. He acknowledged me immediately, asked how he could help and then tried to help. Roger Coles idea of customer service seems to make him feel that the guest in his lobby are a burden to him if they don't "got an appointment". More

Always a super polite guy to order parts from. Very friendly and professional. I often order from them for work. My favorite dealership to call! Very friendly and professional. I often order from them for work. My favorite dealership to call! More

Has very poor customer service skills, mostly didn't know what was going on.. I had made an appointment to get an synthetic oil change and he had my car get a regular oil change. He basically told me th know what was going on.. I had made an appointment to get an synthetic oil change and he had my car get a regular oil change. He basically told me the appointment I made online didn't mean anything and I had to tell the people during the day of my appointment again what type of oil change I wanted (what's the point of making an appointment online then!). Couldn't answer any of my follow-up questions during my appointment about my electrical diagnostic (which cost $160). He told me he didn't know the answers to my question as he wasn't a mechanic and the mechanics had gone home (I had waited 6 hours to this point for my car to come back). When I asked if I could call a mechanic the following day, he said "mechanics don't answer calls, if they answered calls all day, they wouldn't be getting any work done" (so I'm not sure why paid I $160 if I can't even have my questions answered, if not by a mechanic, at least by someone knowledgeable). When I called Toyota Suburban, I was transferred to him and once again (unfortunately), his customer service skills very poor just as in person. When asked if he could direct my call he stated things such as "well I don't even know who you are or when you came in" in a very rude tone. Could have just asked for my information. He was somewhat able to help out here, but was mostly unsure. More