This review is strictly about the service department, not - selvage.globe-0o
This review is strictly about the service department, not the sales team.
I brought in a 2006 Highlander that we had paid $6000 in order to get it
serviced and updated with all the most recent fluids. The Rep seemed nice enough and I relayed what we had paid and that we wanted to keep it updated with service. I also pointed out two minor issues (a seat and panel that needed tightening) and he said he would address both. He told me he'd need to keep the car overnight to properly diagnose and update.
Two hours later, he called with an estimated $10,000 in repairs that he highly recommend. For a 18-year-old vehicle that was only worth $6000. He said it was an investment in the future of a car. No car is an investment. Certainly not one that's 18 years old. When I passed on the service, he did a 180 and immediately recommended $1,200 worth of fluids.
When I returned the next day, I paid my bill and got my car. I immediately realized that the two things that Giovanni promised to look into (the seat and the panel) had remained unaddressed with zero explanation on the invoice or otherwise why they weren't addressed.
This is the very reason why people distrust mechanics and service departments. We are putting a huge deal of faith and trust into someone wanting what's best for the car and the owner (while still earning a tremendous profit). It's an area that we rely on an expert to guide us through because of our general ignorance on what is truly needed for a vehicle.
Find a local mechanic you trust. Stay away from Keyes Toyota.
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