I am very dissatisfied with my experience at Toyota of
North Austin today. Before the negative parts, let me first say that my technician was very friendly, and this complaint is not related to him. Altho
North Austin today. Before the negative parts, let me first say that my technician was very friendly, and this complaint is not related to him. Although, I actually can't find my technician's name in the list below. Also, on the phone I was told one technician's name and then given a different one when I arrived. But I digress on that topic. I have been a Charles Maund customer since I bought my car at this same location 2 years ago, and I've always loved the service I've received. However, things have gone SIGNIFICANTLY downhill since the Charles Maund name and management changed. I was basically left high and dry when I dropped of my car for service today. Charles Maund used to offer multiple options and customer perks such as free loaner cars, reimbursement for Ubers, quick shuttles, good communication, easily accessible information, etc. T of NA offers none of that now. When you get your car serviced, you now have to either arrange you own transportation, or use the "shuttle" service. However, today there was only one shuttle driver, so the wait was over an hour for the "free" transportation. There is no way anyone with a job could wait that long! I was forced to pay for an Uber both ways during midday and evening rush hour, on top of the high fees for my car being serviced. There were also no signs or information anywhere telling me how to find the shuttle or where to wait or anything like that. I spent 5 minutes wandering around the parking lot before I found a random chair to sit in. I eventually found some ladies at an information desk, and I asked them if there was any way I could be reimbursed for my Uber or if the shuttle could get here faster, and they said they no longer offered any of those perks once the Charles Maund named changed, and the shuttle would likely be longer than an hour wait due to traffic. This is absolutely unacceptable. I have heard bad stories about the customer service at T of NA from my friends, but now I've seen it for myself. I don't know how this dealership expects to stay in business when so many other dealerships offer significantly better service. Toyota is a nice brand, and this location has been respected in Austin for a long time. T of NA needs to step up their game or they will lose customers permanently. As for me, this is the last time I will ever be going to T of NA.