Group 1 Toyota North Austin

Group 1 Toyota North Austin responded

Dear Valued Guest,   Thank you for bringing this to our attention. We sincerely apologize for your recent experience and the concerns you described following your visit.   Hearing that your lug nuts were not properly secured and that you experienced a vibration afterward is very concerning to us. This is not the level of safety or workmanship we expect from our service team, and we truly appreciate you addressing it promptly.   We are also sorry for the difficulty you experienced trying to reach our Service Manager. Not receiving a timely response is frustrating and not the level of communication we aim to provide.   Your feedback has been shared with our management team so we can review both the service performed and our follow-up processes. If you would like to discuss this matter further, please reach out to Josephine Easter, (Service Customer Relations Manager) at Jeaster@group1auto.com or call 512-458-2222 x1355   We value your safety and your business, and we appreciate you giving us the chance to address this situation.

Group 1 Toyota North Austin responded

Dear Valued Guest, Thank you for your feedback. We’re very sorry to hear about your experience, as this is not the level of professionalism or customer care we expect from our team. We take comments like yours seriously, especially when it comes to how our customers are treated. Courtesy, respect, and clear communication are priorities for us, and we regret if your visit did not reflect that. We would appreciate the opportunity to learn more about your experience and address your concerns directly. Please contact (Josephine Easter, Service Customer Relations Manager) at Jeaster@group1auto.com or call 512- 458-2222 x1355, if you would like to discuss this matter further. Thank you for bringing this to our attention.

Group 1 Toyota North Austin responded

Dear Valued Guest Thank you for your feedback. We apologize for any frustration caused by a lack of clear communication regarding the status of your vehicle repairs. We understand how important timely and accurate updates are during the service process, and we regret that we did not meet your expectations in this area. Providing consistent communication is a priority for us, and your comments will be shared with our team so we can improve our processes. Please contact Josephine Easter, (Service Customer Relations Manager) at Jeaster@group1auto.com or call 512-458-2222 x1355 if you would like to discuss this further. Thank you again for bringing this to our attention, we value your feedback and the opportunity to improve.

Group 1 Toyota North Austin responded

Dear Valued Guest, We’re very sorry to hear about your experience and appreciate you bringing your concerns to our attention. We take feedback like this seriously, especially when it comes to trust and transparency. At our service center, our goal is always to provide accurate diagnostics and recommend only the work necessary to ensure vehicle safety and performance. All diagnostic fees cover the time and expertise required to properly evaluate complex automotive systems, and we strive to communicate findings and options clearly before any work is performed. That said, we understand how this situation may have felt frustrating. Please contact me directly Josephine Easter, (Service Customer Relations) at Jeaster@group1auto.com or call 512-458-2222 x1355 , if you care to discuss this further.

Group 1 Toyota North Austin responded

Dear Christelle, Thank you for taking the time to share your detailed feedback. We are very concerned to hear about your experience and sincerely apologize that it did not meet your expectations. What you’ve described, from concerns about your vehicle’s condition to communication and follow-up, is not the level of service or transparency we strive to provide. We take matters like this very seriously, especially when it involves vehicle performance, tire safety, and customer trust. Regarding your concerns about diagnostics, repairs, and warranty coverage, as well as the tire replacement and insurance issue, these are all being reviewed internally so we can better understand what occurred and ensure our processes are being properly followed. We also want to address your interaction with our team, as every customer deserves to feel heard and respected. We recognize how frustrating this situation must have been, particularly so soon after your purchase. While we understand your disappointment, we would appreciate the opportunity to speak with you directly to review your concerns in detail and work toward a resolution. Please contact our management team Edgar Cervera, (Sales Manager) at your convenience so we can assist you further. Ecervera@group1auto.com or call 512-458-2222 x 1109. Your feedback is important to us and helps us improve both our service and communication moving forward.

Group 1 Toyota North Austin responded

Hi, we're happy you found our staff to be so supportive during your experience here at Group 1 Toyota North Austin. If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!