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Toyota of Richardson - Service Center

Richardson, TX

4.8
492 Lifetime Reviews Review Dealership

492 Reviews of Toyota of Richardson - Service Center

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March 23, 2021

"***Update***I received a call back from Brad Clark and..."

- tpokett

***Update*** I received a call back from Brad Clark and Jon Glasscock to speak about my review that was left here and on Dealer Rater. After some back and forth over the phone, we thought it would be best to meet in person at the dealership with my mechanic and the damaged gas tank. Luckily, my mechanic was able to help me in this endeavor. We pulled my truck in to the bay and my mechanic and their mechanic talked about what could have possibly happened. I sat back and let the experts talk it out while chatting with Jon and Scott (both of whom should be commended for their customer service). Brad was full of questions trying to get to the bottom of it and showed some genuine concern about what had happened. However, the mechanics weren't going to see eye to eye on the cause. Both had feasible cases and I was tired. I interjected and offered for us to split the cost and put this behind us and that was that. I also explained to them that better communication from the jump would have probably curved some of my frustration and everyone agreed. Jon had a check for me the next day. I wish it hadn't taken multiple reviews and calls to the dealership to get this handled, but in the end, I believe it worked out fairly. Large in part to the efforts of Jon Glasscock. He is a true class act that truly has the customers best interest in mind. **************************************************************************** I dropped off my 2020 Tundra for it's 20K routine maintenance at 7:15 am. I received a picture in a text at 10:56 of the bottom of my truck. I didn't hear from anyone about the picture for another 30 minutes explaining to me that there was a hole in my gas tank. A hole that wasn't their when I dropped it off. At that time they said it was my fault and I needed to consult with my car insurance or pay over $2K out of pocket. I requested a call back from the service manager. After leaving 3 messages, I finally received a call from Noel @ 2:28 pm and asked what the issue was. I had to explain it to him and he said he was going to check and call me back in 10 minutes. Over 2 hours later, I still hadn't received a call back. I finally had had enough and I went up there to retrieve my truck only to see that it's still sitting on the lift. I walked up to Noel's door and he sent one of his employees out to deal with me. He didn't even have the courage to take this on himself. He sat in his chair the entire time and didn't even attempt to help. I finally had to just get my truck back and take it elsewhere to get it fixed. When I got it to my mechanic, (yes, I had to drive it with a hole in the tank to my mechanic) he immediately recognized the damage and said that one of the lift arms slid up the frame and punctured the gas tank. It's been well over a week now and I have left message after message with Brad and Noel only to be blown off. I have received 1 call from Brad Clark and he said he was going to "look in to it" then he wanted to make small talk about Lake Lavon due to me living in Wylie. WTH?? Then I get a call from Jon Glasscock telling me that their experts say that this was my fault. Oh, I forgot to mention that they had to replace my rear shocks after only 20K miles. Awesome quality. This is the 4th Toyota I've owned, but it may be the last. Their customer service is non-existent and I'm shocked that they're still in business.

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Recommend Dealer
No
Employees Worked With
Mar 23, 2021 -

Toyota of Richardson responded

Hi. We never want a customer to be frustrated with their experience here, and I am so sorry that was the case with you. We take customer satisfaction very seriously and my team does everything we can to fix problems that occur. I’ll continue to look into your issue and if there is anything I can help address further, please contact me, Jonathan Glasscock, Customer Loyalty Director, at Jglasscock@vtaig.com.

Mar 23, 2021 -

tpokett responded

This is a canned response. We have already spoken at great length and you said you wouldn't reimburse me for the replacement of my gas tank. Is this what you call good customer service? Canned responses so the public can see that you're responding? This isn't customer service. This is an embarrassment to those of us that truly care about customers.

March 16, 2021

"I brought my car in for the 20,000 mile service covered..."

- Honestreviews

I brought my car in for the 20,000 mile service covered by Toyota. After 3 other services with dealerships in Atlanta, I’ve never been up sold on services that my vehicle didn’t need until now. This is poor business. He tried to sale a cabin air filter (which doesn’t need replaced until 40k miles) and other charges to $350 dollars. I kindly refused because I knew he was trying to scam me. After researching the recommended service by Toyota these services were not suggested by Toyota. Also, I loosened the drivers floor mat and dislodged it from the tabs to check if it would be checked. It was not. Two stars because you did change the oil as requested, I checked to verify. Be overly cautious using this dealership. I won’t return.

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Recommend Dealer
No
Employees Worked With
Service rep is not listed
Mar 17, 2021 -

Toyota of Richardson responded

Hi. We take customer satisfaction very seriously here at Toyota of Richardson, and we’d like to get more information about your experience to see what we can do to help. Please reach out to me, Jonathan Glasscock, Customer Loyalty Director, at Jglasscock@vtaig.com.

Mar 21, 2021 -

Honestreviews responded

What’s there to resolve? A service rep tried to sale me a product my vehicle didn’t need according to Toyota Service manual for my vehicle. He didn’t look at the vehicle to see if the cabin air filter was dirty. He told me it needed these services prior to even taking the vehicle back. You should be careful trying to scam people because not everyone is mechanically deficit. That’s called fraud in every scope of the definition.

December 10, 2020

"Lee Schuster is my service advisor at Toyota of..."

- mary.krzys-wheeler

Lee Schuster is my service advisor at Toyota of Richardson. Lee maintains a high level of customer service, and really attends to his customers needs. I recently had my 4Runner serviced, due to a leaky tire. Lee ordered an inspection, which found the battery (still under warranty) needed replacement. The vehicle now runs like new, and the repair occurred before the battery died - so I was not left stranded somewhere. In driving my older 4Runner, it is a comfort to get the results of the 48 point inspection so needed repairs can be made before an issue arises. Thank you Lee!

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Recommend Dealer
Yes
Employees Worked With
Dec 11, 2020 -

Toyota of Richardson responded

We're so happy that our team member gave you the impression we strive to provide. Thank you for letting us service your vehicle, Mary. Please keep us in mind for all your service needs. --Brandi Binkley, Customer Loyalty Manager

October 26, 2020

"They told me I would need to pay for replacing a key fob..."

- ToyoRichardsonIsTrash

They told me I would need to pay for replacing a key fob for a car, that THEY BROKE DURING ROUTINE MAITNENANCE. I DROPPED OFF A WORKING FOB, AND WAS GIVEN BACK ONE THAT WAS CLEARLY RUN OVER/PUT THROUGH A MACHINE.

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Recommend Dealer
No
Employees Worked With
Oct 29, 2020 -

Toyota of Richardson responded

Hello. We are so sorry to hear about this issue. We never want customers to feel like we aren’t providing them with the absolute best in customer service. We’d like to discuss your complaint further and see what we can do to make this right for you. Please contact me, Brandi Binkley, at Bbinkley@vtaig.com.

October 02, 2020

"BEWARE ***'The sales representative lied to me ****The..."

- Ms Mary

BEWARE ***' The sales representative lied to me **** The service representative lied to me **** Sales representative only gave me one key and stated that they had to order a blank and come back to service. I made a trip back only to find out that Dealership already had the blank the day I bought the car. Sales representative said that the key programing tech was not available after 5pm, which the service department said that wasn't true I made another trip to get the 2nd key and was escorted to the waiting room and the service representative said that he would come back to let me know how long it would take. After 30 minutes of waiting, he never showed.

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Recommend Dealer
No
Employees Worked With
Other Employees : Tracy Brown
Oct 05, 2020 -

Toyota of Richardson responded

Hi Ms. Mary. We are so sorry this happened to you. We never want customers to feel like we aren’t providing them with the absolute best in customer service. We’d love to discuss your situation and see what we can do to make this right for you. Please contact me, Brandi Binkley, at Bbinkley@vtaig.com, so we can discuss further.

September 13, 2020

"Brad Clark made promises to me, that almost 4 weeks on..."

- britscorp

Brad Clark made promises to me, that almost 4 weeks on have not been met. He promised I would be contacted for an appointment, I am still waiting. He was doing everything he could to get me to come back to his dealership, but he has now burned any chance of that.

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Recommend Dealer
No
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Sep 14, 2020 -

Toyota of Richardson responded

Hi, thank you for your feedback. I never want a customer to feel ignored while visiting us. Please reach out to me, Brandi Binkley, at Bbinkley@vtaig.com so I can speak with you about earning back your trust.

Sep 18, 2020 -

Toyota of Richardson responded

I personally got involved after learning of this issue and took immediate action Our service dept recovered the vehicle from the customers home and did a complete and thorough evaluation at the Dealership. After diagnosing and servicing was complete, the customers car was completely detailed and returned to the customers home. Our goal was to provide same day service with maximum convenience to the customer. I appreciate being made aware of the circumstance and appreciate the customer’s patience to allow us to correct Brad Clark General Manager Toyota of Richardson

September 03, 2020

"Sean Russell is extremely professional. He carefully..."

- balanov

Sean Russell is extremely professional. He carefully followed all my customer needs. I believe that Toyota Richardson should be proud to have Sean on its board. Certainly, I will recommend him to my friends and colleagues.

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Recommend Dealer
Yes
Employees Worked With
Sean Russell
Sep 03, 2020 -

Toyota of Richardson responded

Thank you for letting us service your vehicle, Balanov. Please keep us in mind for all your service needs. --Brandi Binkley, Customer Loyalty Manager

August 16, 2020

"We was having problems with the gas door popping open ,..."

- dlindsey4

We was having problems with the gas door popping open , so we pulled into Toyota Richardson (car was bought in ARK), Jeff gave us some tips ,but Saad Hatouqa ( i can’t tag him because i would ), he came out and popped the gas cover and went into the truck and pulled some wires, and it worked again! He was so awesome and helpful. I’m so glad he came out and could help us . He didn’t quit until it popped open and close with the gas button . I’d definitely refer people to him! He was a great help . We didn’t have to wait to get serviced on Monday , or spend any money to fix the issue. Thanks again Jeff Turner and Saad Hatouqa! Awesome men!!

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Recommend Dealer
Yes
Employees Worked With
Saad Hatouqa, Jeff Turner
Aug 17, 2020 -

Toyota of Richardson responded

Thank you for the feedback! Glad you had a great experience in our service department. Please let us know if we can help you with anything in the future. – Brandi Binkley, Customer Loyalty Manager

August 16, 2020

"I was having problems with my gas door popping open , so..."

- rstrange41

I was having problems with my gas door popping open , so i pulled into Toyota Richardson (car was bought in ARK), Jeff gave me some tips ,but Saad Hatouqa ( i can’t tag him because i would ), he came out and popped the gas cover and went into the truck and pulled some wires, and it worked again! He was so awesome and helpful. I’m so glad he came out and could help us . He didn’t quit until it popped open and close with the gas button . I’d definitely refer people to him! He was a great help . I didn’t have to wait to get serviced on Monday , or spend any money to fix the issue. Thanks again Jeff Turner and Saad Hatouqa! Awesome men!!

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Overall Experience
Recommend Dealer
Yes
Employees Worked With
Other Employees : Saad Hatouqa, Jeff Turner
Aug 17, 2020 -

Toyota of Richardson responded

Thank you for the feedback! Glad you had a great experience in our service department. Please let us know if we can help you with anything in the future. – Brandi Binkley, Customer Loyalty Manager

August 02, 2020

"Costly work"

- britscorp

This is the second time I have had this issue.I took my car to Firestone for an oil change, Nothing available at Toyota. Firestone could not do it as whoever did it last time had tightened the cap too much. I might crack if removed. I finally got into Toyota to have the oil replaced , I explained the situation, but got no real comment on it. Yesterday I was in a hurry so again went to Firestone, and low and behold it had happened again. This time, not trusting Toyota, I had them do it anyway. The cap cracked and cost me $150 to have it replaced. After posting my issue on social media I have heard that it has happened to others also. I now have a safety recall on my car, but will have to go to another Toyota dealership to get it fixed./ I do not feel comfortable with this dealership. My daughter always uses Firestone for service and gets great treatment. I will be going there now.

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Recommend Dealer
No
Employees Worked With
Aug 03, 2020 -

Toyota of Richardson responded

Hello, and thank you for your feedback. The entire team here at Toyota of Richardson always wants every customer to be confident in their repairs, and we’re very sorry that you had this issue. I’d like to discuss your concerns and see what we can do to make this right for you. Please contact me, Brandi Binkley, at Bbinkley@vtaig.com, so we can discuss your concerns.

Aug 13, 2020 -

Toyota of Richardson responded

Hello, Thank you for reaching out letting us know your concern. We have reached out a few different times due to this complaint to try and make it right, with no response.. We want all of our customer's here feeling welcomed and leaving with a great experience. Please give me a call when you can or feel free to also speak to our service director Noel. -Brandi Binkley Customer Relations Manager Brandi: 972-238-4442 Noel:972-238-4451

Sep 04, 2020 -

britscorp responded

It did take a while for me to get back with Brad. When I did he apologized for the problem. He wanted me to come back and promised me a free detail inside and out, I also have a recall on my Toyota. He told me I would get a call to make an appointment. It is now a week later and I am still waiting. After being willing to give them a second chance, I feel like I got a lot of lip service from Mr Clark.

Sep 13, 2020 -

britscorp responded

It has been about 4 weeks now and I am still waiting for a call about my car. I have tied to reach Mr. Clark to no avail, one of my e-mails was a little snarky as I was very upset by the lack of contact.

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