Last week I made an appt for my 2023 HIghlander to get - andrewyergler
                                                        Last week I made an appt for my 2023 HIghlander to get the 30,000 service completed.  I asked for an appointment for this past Saturday and they had a 9:30am appointment that I accepted.  While on the phone, I asked how long it would take and he said 2 hours.  The service advisor that took my phone call was great!  He explained what the 30,000 service entailed in detail.  My wife ended up taking the Highlander to the 9:30am appointment and arrived on time.  She had planned to wait at the dealership for the two hours that we were told.  After three hours, nobody came out to give her any update.  The service staff appeared to be having a "carry-in" of BBQ, and the service advisor that checked her in walked by, so she asked if there was an update because she had an appointment she needed to get to and thought she'd have her mom come get her and run her to the appointment.  His response was "well you have to be back by 3pm because that's when we close."  He volunteered to then finally go back and check on her car's progress.  He came back and said another thirty minutes.  It took another hour and 10 minutes before it was ready, for a total of 4 hours and ten minutes!  Throughout the process the service advisor (DK) never proactively gave her an update nor showed any sympathy.  He offered to have her car run through the car wash, but she politely declined due to her time constraint.  We've taken our Toyotas there for quite a while ago and they people and service have typically been great.  It seems like there are a lot of new faces now and this past Saturday's experience was not close to what we would describe as "great service."
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