Westboro Toyota - Service Center

do not bring your car there! I brought in my 2017 Toyota Rav4 for its 25,000 maintenance and state inspection. I pulled my car into the service building and parked it in the check I brought in my 2017 Toyota Rav4 for its 25,000 maintenance and state inspection. I pulled my car into the service building and parked it in the check in area and waited for the service advisor. While I was waiting I walked around my car multiple times just to make sure there was no external damage that would prevent me from passing the inspection. It is important to add that I did not wash my car before the inspection because a big snow storm was said to happen the day after, so my car remained covered in a layer of white salt. After about three minutes the service manager came out and did a walk around my car with me to check in my car. Both he and I saw no external damage and he did his initial paper work and then we went to the service office to fully check in my car. At the same time the valet had taken my car through the service building and driven it to the back lot where they keep all the cars awaiting maintenance or pick up (lot where only employees are allowed). We finished the paper work and I left my car there telling them to take their time and call me when it was done. About three hours later I received a call from the same guy I did my paperwork with telling me to pick up my car, saying they had done the 25,000 maintenance but my car hadn’t passed inspection because the rear bumper reflector was cracked. When I went to go pick up my car I walked into the office and that same guy explained to me that to pass inspection I would need to fix the crack and come back. Shortly after the valet guy brought my car to the front. I began my walk around and noticed my rear bumper reflector as well as my bumper was smashed. I immediately walked back into the office saying that someone had hit my car. The same guy who helped me all along calmly said let’s take a look. I showed him and said that it wasn’t there before and he said no it was and that’s why you didn’t pass inspection. I began to show him the signs of how fresh the smash was, like through the salt you could see my cars black paint (which would be covered by more salt and dust if I had driven it for even a mile), also a piece of freshly smashed plastic was loosely hanging off my reflector (which would easily fall off if I began to drive), and the inside of my reflector was perfectly clean with no dust or salt (which it wouldn’t be if i had been driving my car at all). He became very defensive and ignored all my points saying that my windshield had a sun tint stripe which wasn’t allowed either (last year at this location I had passed inspection with the same tinted strip). So I demanded to see the service manager. When he arrived I re-explained everything to him, he then asked the guy helping me (service advisor) if he had taken this damage down at the walk around check in and marked it on paper. The service advisor began to babble on saying how he noticed it at the walk around but never definitively said he marked it on paper. Then the service manager turned to me saying that this is why my car hadn’t passed inspection and that the damage was already there and ignored all my proof. I then asked to see the general manager of the place and sat in my car waiting, after about thirty minutes they all showed up. I repeated all of my proof to the general manager, and he also asked the service advisor if he had marked the damage on the check in paper. The service advisor had taken out the check in paper which was now marked with a check saying I had back damage. I told the general manager that that mark was not there thirty minutes ago, I also reasoned that wouldn't they have pointed out pre-existing damage to me at the time of check in, just to cover themselves from being wrongly accused. Also I was never asked to sign the check in paper so there was no proof that that was my original check in paper. Then I recommended we look at the security footage of the store to see if the damage can be seen on camera. To which the general manager said neither he nor anyone in the store has access to the footage. The general manager then switched his attitude and told me that he was a busy man and did not have time to argue, and then he said that if someone had hit my car on the property they were not responsible and how would not pay nor fix it. Then he said “if you went to subway for a sandwich and came back out and your car was damaged, would you demand subway pay for it?” He was obviously belittling me for my slightly poor English, as it is not my first language. I then mentioned how those are two completely different situations because I had given them my car and my keys and left my property under their supervision. He then said it’s the exact same thing and called the valet guy over, and gave him the orders to get my car off the property and leave it there and walk away. Then they all walked away, I understood there was no point in arguing took pictures of the clean damage and drove away. More

Nice dealership to do do business with As a person who has a degree in industrial engineering, I look for the efficiencies in an operation and I am impressed by the knowledge and thoroughne As a person who has a degree in industrial engineering, I look for the efficiencies in an operation and I am impressed by the knowledge and thoroughness when my car goes in for service. I did buy the extra coating on the car's surface and had a problem when a substance ate through the finish on the car's hood. The dealership was helpful in getting the claim recognized and the car hood looking like new after being repainted at an outside shop. They don't have a paint shop in house. More

Erik Thorsen is Great! Had another excellent service experience at Westboro Toyota Erik is knowledgeable, helpful and professional. This is the third car we’ve had serviced Had another excellent service experience at Westboro Toyota Erik is knowledgeable, helpful and professional. This is the third car we’ve had serviced at the dealership and will continue to buy Toyota’s because of our trust in Erik and Westboro Toyota. Highly recommend. More

Superb Theo was excellent and very helpful and why is Antonio not here he is the best loved working with these 2 made every very easy and simple for me Theo was excellent and very helpful and why is Antonio not here he is the best loved working with these 2 made every very easy and simple for me More

John H John and his team were excellent very happy with the work they did have and will continue to recommend him Thanks for a great job Hap John and his team were excellent very happy with the work they did have and will continue to recommend him Thanks for a great job Hap More

Excellent Service This is actually the 3rd time I've completed this form (not sure what happened) ... my opinion is still the same. John Hansen was the rep that worked This is actually the 3rd time I've completed this form (not sure what happened) ... my opinion is still the same. John Hansen was the rep that worked with and he was wonderful. Reviewed everything with me (turns out there were 3 recalls, not just one as I thought), and also pointed out recommendations (no pressure) on some other things I might want to do. Overall, the whole experience was great - fast, expert service; transportation home and back so I didn't have to wait at the dealership; and phone calls giving updates on the work being done. More

Sleazy upsell every time you go Good car buying experience. Sleazy upsell service model. Try to scare you into doing things just like Jiffy Lube. Clearly they made a choice to remo Good car buying experience. Sleazy upsell service model. Try to scare you into doing things just like Jiffy Lube. Clearly they made a choice to remove all of the "used car salesmen" sleaze from the buying process (except the upsell on warranties which they sadly still do) and moved it to the service piece. Its no coincidence they offer a "free" year of service with each car purchase. It's a year of intimidation and pressure to do unnecessary work. So LAME :( More

Outstanding service I had gone in for my 20,000 mile service and was very happy with everything today. Although there was a line of cars waiting to be dropped off, a serv I had gone in for my 20,000 mile service and was very happy with everything today. Although there was a line of cars waiting to be dropped off, a service rep met me at my car and escorted me inside to his desk. Drop off was easy. I left and ran errands. Upon my return my car was ready and my service rep took the time to answer my questions. We set the car up for getting my messages from my phone. He also helped me set up another tool which I can't recall as I write this review, but I was very happy with my service and help that day. My service person went above and beyond to help me!! More

The best I have ever seen Complete coverage of my concerns, fully updated throughout the day, offered next appointment as well , free coffee, they also have a great cafe wi Complete coverage of my concerns, fully updated throughout the day, offered next appointment as well , free coffee, they also have a great cafe with fresh food More

Service with a Smile John H. in the service department was a pleasure to work with - polite, professional and accommodating. Will be back the next time my car needs to be John H. in the service department was a pleasure to work with - polite, professional and accommodating. Will be back the next time my car needs to be serviced. More