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Toyota of Downtown L.A. - Service Center

Los Angeles, CA

4.6
91 Lifetime Reviews Review Dealership

91 Reviews of Toyota of Downtown L.A. - Service Center

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September 26, 2020

"I am writing to you to share with you my huge..."

- nieto.kurahashi

I am writing to you to share with you my huge disappointment in the service I received from Downtown Los Angeles Toyota today. Now, I work for an agency that employs close to 800 employees and our annual budget surpasses $60 million so my expectations on the standard of customer service and service delivery may exceed your company’s expectations, but at the very basic level, there are somethings that should be expected at any place providing a service. Today I brought in my care because it was making an unusual sound. When I arrived at 7:30, one of your female service techs was visibly upset at her male co-worker who attended me because although I was third in line to be attended to, he completed walked past the two cars in front of me who were still waiting to be attended. She called him out on it in front of me and he brushed her off. She again repeated to him why she was upset and felt that it was not right for the other customers waiting and he again dismissed her and told her to handle it if she was so upset about it. I was appalled that he treated her in such a manner and equally upset that unprofessional displayed occurred. I did receive exceptional attention from the tech who was providing free tire assessment and recommended to me that I needed to get my two front tires changed and also recommended an alignment. This was not the primary reason I came in, but I thought it was a reasonable price and thought the tire warranty was a great perk and the convenience of getting it done while my car was already at your site was an additional bonus. I arrived at my scheduled appointment time of 7:30am. And both of the service techs who attended me in the drive way asked why I had brought in my vehicle and I told them it was it was because of the noise I heard and they both acknowledge that they could hear it and one said, “It sounds like the pump.” At 12: 30, I received a call from Toni Hernandez, who was not the same service consultant I met with in the morning, and he notified me that my car was ready for pick up. I said to him, “Great, but what is the dialogistic on the car? I brought in for a noise it was making, what was it?” He then in a fast paced manner read through what I can only assume was listed on the invoice or in your database and said that after the alignment was completed they did not hear any noise out of the ordinary. He continued to say should the noise continue I would need to schedule an appointment for a test drive with the shop foreman. I came back to pick up my car at 3pm and I waited in line in the customer service desk to be served. There were others in line and after paid I went to get my car. From the time I arrived to the time I got into my care it was 3:50pm. Unfortunately, I had to have my kids dropped off at your site because I did not have anyone to watch them after 3pm. When I got in the car, I heard the sound again but not as loud. Since I had just pulled out of the drive way I had to go back to the service line and meanwhile I had to call the service line to tell them that I was not going to leave until I had someone check it again. The service manager came out and said his team was professional and they do their job right. Which obviously, he felt a certain way, because I never once had questioned the professionalism of his team, I was questioning what was going on with my car. He said he would have the shop foreman come out and assist me but it would be at the most 20 minutes. The foreman did not come to my car until 4:50pm! He sat in the car with me and acknowledge he heard something, he then asked me to open the hood of my trunk. When he lifted the trunk he immediately, signed me to join him and he said, “It’s your water pump.” He said he would check to see if he had the part to replace it and if so I would need to leave my car overnight and I would get set up with a rental. He checked with the team inside to see if a rental was available and it was. I had to go back inside and wait another 20 minutes at the customer service desk to get someone to process the rental request. He was paged three times and when he arrived, he arrived without wearing a facial mask and then took another 10 minutes to make copies and enter data. Additionally, when he finally arrived, the woman who was working at the customer service desk asked him why he took so long and his response was, “I was busy.” (This response confirmed to me that there is a culture of disrespect of women and it accepted behavior). It was rude and uncalled for him to respond is such a manner. Moving forward, after I had already taken all my stuff from my car and a child’s car seat we walked to the rental and as we were inspecting the outside of it, I asked, “Are these cars cleaned and disinfected?” And he said yes, however when he opened the car door it was evident by the brown dirt inside and on the side doors that it was not cleaned out or even inspected prior to offering it to a customer. He asked if I could wait five to ten minutes so he could get me another rental, that was at 5:20pm. He asked me to wait in the customer lounge. I was so frustrated at that point, I went to Chris, the Service Supervisor, who when I approached him, he had a blank expression. He proceeds to ask me my name and pulled up my record then began to read off to me the services I had completed. Which even infuriated me more then I already was for several reasons: 1. I did not need him to summarize what I had on the invoice and service report. I can read; 2. I know what I came in for, so I do not need someone to mansplain to me; 3. He also mentioned I needed to get my brakes checked, I don’t need him to tell me what I need to do, he needed to tell me what he was going to do to rectify the situation or at least offer apologies. He did not apologize and he did not provide any resolution. He continued to read what was on the computer. So I told him, I did not need him to read, I needed him to act and walked away. I then called for a ride myself and by the time my ride arrived at 6:00pm I received a call from the same gentleman who was to get back to me with the alternate rental car. He said he was ready. Well I am glad he was ready, but I was ready at 3pm. By that time, I did not have it in me to maintain my composure. I had exhausted my patience. I was rude, I could not believe that he not once had the common sense to even call to say that he was going to be delayed, that I was going to take longer than the 5 to 10 minutes he promised. All this is to highlight how your team has failed to meet the standards below that you have listed on your website: • Committed to providing the care and expert service that our guests come to trust. • Our Toyota-trained technicians have spent thousands of hours understanding each and every Toyota vehicle and use only Genuine Toyota parts to service and repair your Toyota. Additionally, it is clear that no one completed the multi-point inspection that was listed both on the invoice and on the RO. Because if they had, s/he would have made the same assessment upon lifting the hood that it was the water pump all along. It is evident that your mechanics did not bother to review as it is not a profitable service to complete if it falls under the warranty. They get paid per parts and service for actual client expenditures, so it was not important to them to address my primary concern. Should I have not insisted that I have a secondary review, should have the water pump erupted, it would have caused additional engine damage like cracked cylinder heads, pushed head gaskets, or burnt pistons which would have not been covered by the warranty. I do not know how many other persons have experienced this level of disregard at Downtown Toyota, but it is clear that: 1. Staff do not know how to provide customer service and do not work in excellence and with integrity. 2. There is a culture of disrespecting women who work there. 3. Management is not coaching, mentoring or providing support to staff to ensure that their direct reports are holding the core values of Toyota or of the Shammas Group. My hope is that with this letter, there is a change in the customer’s experience and the level of service that is provided.

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Recommend Dealer
No
Employees Worked With
Oct 09, 2020 -

Toyota of Downtown L.A. responded

We acknowledge your review and are currently looking into the events you’ve detailed.

August 18, 2020

"Excellent ServiceNorma is great Is am very happy with..."

- Fred

Excellent Service Norma is great Is am very happy with Downtown LA Toyota Dealership and Service Department Thanks to Norma and the service Department team

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Yes
Employees Worked With
Norma Lopez
Aug 20, 2020 -

Toyota of Downtown L.A. responded

Hi Fred and thanks for the great feedback! We're very happy that Norma was there to give you the customer service we know you deserve! Thank you and we look forward to seeing you again! Best, Chris Cokonis - Service Manager - ccokonis@dtlamotors.com - 703-431-8389

July 12, 2020

"Had some issues with my prius and Danny took care of..."

- PNOIZE24

Had some issues with my prius and Danny took care of everything professional, corteous and fast service. He told me the car will be ready the next day but instead he called me later that day that the car is ready for pick up. Now thats excellent service! Promising your customer that the car will be ready the next day but getting the car ready the same day is superb. Danny passed with flying colors twice! Thank you Danny and Toyota of Downtown La

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Igor
Jul 13, 2020 -

Toyota of Downtown L.A. responded

Thank you so much for taking the time to let us know how happy you are with your experience! Feedback from you is one way we know we are achieving our goals. Let us know if we can assist you again! Chris Cokonis - Service Manager - ccokonis@dtlamotors.com - 703-431-8389

July 08, 2020

"Chris is in the wrong profession"

- citizen90004

How is this guy a service manager? He is not friendly at all. He has a condescending way of speaking to clients. Very arrogant in his suit sitting in his office.

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Recommend Dealer
No
Employees Worked With
Jul 24, 2020 -

Toyota of Downtown L.A. responded

We appreciate you taking the time to share your experience with our dealership. We would like to speak with you about the details of your time with us. Please contact us directly at your earliest convenience. Thank you! Sincerely, Aman Abraham- General Manager

June 23, 2020

"Great service! Abraham was very polite and helped me..."

- cry110286

Great service! Abraham was very polite and helped me right away. Best customer service I have ever experienced. Definitely will recommend this dealership to others

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Yes
Employees Worked With
Jun 24, 2020 -

Toyota of Downtown L.A. responded

We are so glad to read that you had such a positive experience at our dealership! We can't wait to see you again soon. Best, Chris Cokonis - Service Manager - ccokonis@dtlamotors.com - 703-431-8389

June 23, 2020

"Professional environment"

- Mary

Happy with the services of Ricardo Rodriguez. So detailed in explaining the problem and the cost to repair my car. I learned a lot too. Hats off to Ricardo!,

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Yes
Employees Worked With
Jun 23, 2020 -

Toyota of Downtown L.A. responded

Thank you for your great review, Mary! We're glad to have Ricardo on our team and that we could provide you with a positive experience. If you ever need anything in the future, please don't hesitate to let us know. Take care! Best, Chris Cokonis - Service Manager - ccokonis@dtlamotors.com - 703-431-8389

December 10, 2019

"Friendly staff "

- PELON212

Thanks for all I’m really happy whit the service really appreciate all your help especially to Gary Kamoshida thank you again see you soon

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Recommend Dealer
Yes
Employees Worked With
Dec 10, 2019 -

Toyota of Downtown L.A. responded

Thanks for giving us the opportunity to service your vehicle. We are happy to hear that everything went well for you. I will pass your feedback along to the team! Sincerely, David Shin - General Sales Manager

November 06, 2019

"Excellent service! Mike will be one of the reasons I will..."

- Isam20

Excellent service! Mike will be one of the reasons I will come back to Downtown Toyota for future service. He was friendly, professional and helpful.

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Yes
Employees Worked With
Nov 07, 2019 -

Toyota of Downtown L.A. responded

We loved reading this review! Happy customers are our aim, and it appears Mike really hit the bullseye. We’ll make sure to share your experience with him, and if you have any further questions or worries, we’re always available to help. Sincerely, David Shin - General Sales Manager

November 04, 2019

"He was very helpful and took his time explaining..."

- Ycastro

He was very helpful and took his time explaining everything my car needed. He also suggested to me they have a flexible financial plan that I wasn’t aware of but it comes in handy when you’re on budget. Thank you so much Michael

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Recommend Dealer
Yes
Employees Worked With
Nov 04, 2019 -

Toyota of Downtown L.A. responded

Thank you for leaving us this great review! We are very happy to hear that we could be so helpful during your recent visit with us. We look forward to seeing you back again in the future. Take care! Sincerely, David Shin - General Sales Manager

November 03, 2019

"Great service. He is really patience and friendly. From..."

- Jacquelyn Galvez

Great service. He is really patience and friendly. From now on I will do all my car's services at his specific dealer with this specific person. He is amazing.

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Recommend Dealer
Yes
Employees Worked With
Nov 04, 2019 -

Toyota of Downtown L.A. responded

Thank you so much for taking the time to let us know how happy you are with your experience! Feedback from you is one way we know we are achieving our goals. Let us know if we can assist you again! Sincerely, David Shin - General Sales Manager

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