Toyota of Gladstone - Service Center

Warranty item not fixed I bought my Toyota Tundra in 2015 from Gladstone Toyota for over $50,000! After about 6 months I noticed that my driver's side door latch was sticking I bought my Toyota Tundra in 2015 from Gladstone Toyota for over $50,000! After about 6 months I noticed that my driver's side door latch was sticking occasionally. Eventually, I received a notice in the mail that the vehicle had a problem with the door handles and it would be covered under warranty. I call the service department and described my problem and scheduled a time to bring it in to have the door handle replaced under warranty (I scheduled a 20k service at same time). I was told it would take 2 hours. When I arrived at my appointment, I was told that the door handle would need to "be checked to see if it stuck" and the service would be done if it stuck. I told them that the only reason that I brought it in was because it had stuck in the past and I received the recall notice. Well, 4 hours later I was called and told that the part was ordered and it wouldn't be there until the next day! I again stated that I had brought it in to have the part replaced and since I did it in advance that the part should have been ordered PRIOR to me arriving for my appointment. The service tech said that they needed to "verify that the handle stuck before ordering the part". I was told that my truck would be done at 10am the next morning. I called at 10am and was told that the delivery truck was stuck in traffic and had not arrived yet and MY TRUCK WAS NOT READY!. This was the worst account of poor customer service that I can imagine. Why would I bring my truck in to have the handle replaced if it wasn't sticking? I scheduled my appointment in advance so the part would be at the shop when I arrived. Instead, I get the run around about having to verify that it actually stuck and order the part then. The service department should remember that SERVICE is part of their name. I felt taken advantage of and my time wasted. I think that the service department should believe the customer who spent $50,000 on a truck when he says the door handle sticks. I won't be wasting my time going back to Gladstone Toyota for service or for any more sales for that matter. I hope it was worth losing a customer over a warranty item that should be taken care of right away. More

Great Service Always Prompt, informative. Accommodating and friendly!! Love the service coverage the car came with and having the e tended service coverage. Always a plea Prompt, informative. Accommodating and friendly!! Love the service coverage the car came with and having the e tended service coverage. Always a pleasure coming in and always feel that I matter to the team!! More

Free Maintenance/Multipoint Inspection Service Tech/Mgr Russ was awesome, I live in Eugene approx. 100 miles from Dealership, I called one day before planning to come up to Ptld. I wanted t Service Tech/Mgr Russ was awesome, I live in Eugene approx. 100 miles from Dealership, I called one day before planning to come up to Ptld. I wanted to get my service done while I was there, no appt.'s available on website, so I called & was told it was okay to just bring car in & drop it off & they would squeeze me in! I had a nice breakfast at the lobby snack bar/food counter, did some shopping in the area & my car was all done by 4pm(dropped off at 1130am) they even updated me on my tire tread, brake wear/condition along with all the normal checkpoints, fluids etc. I really appreciate them fitting me in, working with my schedule & thoroughness of the check up, I drive alot and it feels good to be confident in the safe working order of my car. This is for a customer who purchased a used Chevy from a Toyota dealer... So unbiased customer service is not always the norm, but it certainly is at Gladstone Toyota, you guys & gals ROCK!! Thank You Russ & crew :) More

Austin was very good I do not like being suggested to select levels of customer satisfaction for a future survey that Toyota will be sending me. I find this very unprofess I do not like being suggested to select levels of customer satisfaction for a future survey that Toyota will be sending me. I find this very unprofessional and strong arming to me if I do not answer high evaluation that I may be retaliated against in the futrue. During my service wait I observed very tense conversations between sales staff and apparent managers that seemed would have been better behind closed doors not while walking through the customer waiting area.. I heard conversations with customers and your staff, and your customers were sharing with others that felt they were being force to make decisions they were not ready to make, some were service some were sales, this is so disappointing. You are my neighborhood Toyota dealership in Gladstone and have been a service and sales customer for nearly 30 years when your deallership was in the Irv Leopold Milwaukie location. I have unfortunately been forced to question my future relationship with you. Your staff should be working to build trust and relationships not just processing and hoping for premium evaluations which I am sure is coming from upper managers. It would have been so nice if someone would have offered me some water, or a soft drink, tea or coffee or asked me if I was comfortable. Wow, you have an updated food service area that no customer used but your sales and service staff did. You want my money for any service and for food too? I was particularly disappointed that no one thanked me for coming into Toyota of Gladstone, the last opportunities for this came from the person that pulled my car into the shop the servicemanager in the first desk that walked by me and other service people including Austin. More

Service appointment My 60K service was scheduled for a Wed, but because of medical reasons I asked if I could bring it in Tuesday evening and pick it up on Thursday morni My 60K service was scheduled for a Wed, but because of medical reasons I asked if I could bring it in Tuesday evening and pick it up on Thursday morning. This was OKed by Jason, which was great. Also the total invoice was less than I expected, which was also great. Jason and his crew are excellent to work with!! More

In for new brakes...out with new Prius I brought my 2003 4-Runner in for new brakes...love this SUV!! No intention at all of buying. I did want to look at a hybrid, and after Kenny showed I brought my 2003 4-Runner in for new brakes...love this SUV!! No intention at all of buying. I did want to look at a hybrid, and after Kenny showed me the Prius Prime, blue (my favorite color), 133 MPG.... I was hooked. My insurance agent said she never insured a car with only 3 miles on it before! Kenny was not pushy, was knowledgeable about the car, and if he didn't know, he found someone who did. I swore I'd never buy from a dealer (that was 2003), but this changed my mind. Thanks for a hassle-free experience. More