Adam Gilbert

In September 2025, I brought my 2013 Prius in for an oil change and TPMS warning light evaluation. I was told the left rear sensor was faulty, paid $468.91 upfront for parts and labor, as well as the comple change and TPMS warning light evaluation. I was told the left rear sensor was faulty, paid $468.91 upfront for parts and labor, as well as the completed oil change, and returned on 9/13 for the repair. The warning light remained on after the sensor was replaced. The technician acknowledged it was a misdiagnosis and told me I’d receive a refund for the TPMS portion. A TPMS scanner I purchased myself later indicated the right front sensor — not the left rear — was the actual source of the fault, confirming a misdiagnosis from the start. What followed was seven months of broken promises, unanswered emails, and empty assurances. I followed up with Service Manager Adam Gilbert multiple times beginning 9/16. He never acknowledged a single email. I escalated to Lithia Guest Services in late September. A partial refund check arrived in mid-October for $350.65 — approximately $36 short of the TPMS repair amount, as the shop charges from the original invoice were not included. When I flagged the discrepancy to Adam on 10/15, he said he’d look into it the next day. I never heard from him again despite multiple follow-ups. I escalated to Lithia executive leadership and received no response. I filed a BBB complaint in November 2025. The dealership’s Assistant General Manager contacted me on 12/5, acknowledged the service manager had failed to follow through, and promised the remaining balance would be sent. Based on those assurances, the BBB closed the case. No refund was sent. I followed up with the AGM three more times (12/30, 1/12, and 1/23) with no meaningful follow-through. I filed a second BBB complaint in January 2026 when the promised resolution still hadn’t materialized. The BBB closed it as a duplicate of the original. When I pushed back, the BBB reviewed the matter, reopened the original complaint, and acknowledged that the prior closure had been based on a resolution that did not occur. The BBB sent follow-up correspondence to the dealership, which went unanswered. As of April 7, 2026, the BBB confirmed the dealership had not responded and escalated the matter to their leadership team. On 4/19/26, I contacted Toyota’s Brand Engagement Center, which set a deadline of 4/21 for the dealership to contact me. The dealership did not reach out. Formal complaints have been filed with state regulatory agencies. This is not an isolated service issue. It is a months-long pattern of misrepresentation, non-communication, and failure to honor a straightforward refund commitment. The dealership misrepresented a resolution to the BBB, then ignored the BBB’s own follow-up attempts — despite holding BBB accreditation. I have documented everything in writing throughout. A review of other recent reviews of this dealership will show that this experience is not unique. If you are considering this dealership for service or purchase, get everything in writing, and request separate receipts for any completed services and any work paid for in advance. Do not assume that a verbal commitment — or even a promise made to a third-party mediator — will be honored. More

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Kris Christian Adam were all great in six and finance dept rhabj tiu all so much dept rhabj tiu all so much More

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Great service, the service dept is always great. Would highly recommend to anyone looking for service! Would highly recommend to anyone looking for service! More

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Made everything easy. Explained everything and it was great. Thanks don and crew. Don is awesome and knows his stuff. Explained everything and it was great. Thanks don and crew. Don is awesome and knows his stuff. More

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I ambushed this place right at 9am on a Tuesday. They let me test drive every thing under the sun and never complained. I took a break for lunch to think about my options. No pressure and a great e They let me test drive every thing under the sun and never complained. I took a break for lunch to think about my options. No pressure and a great effort by Yousef and the entire team. Drove out with a great truck within my target budget. Well done team! More

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They solved the problem to my satisfaction. I thank Adam for going the extra mile. I thank Adam for going the extra mile. More

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Awring was very professional and easy to work with. . Looking forward to working together in the future. . Looking forward to working together in the future. More

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I strongly suggest to remove adam from your team i had a very bad time with him He talks rubish very bad time with him He talks rubish More

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My experience at Suburban Toyota was nothing short of excellent. The entire process was smooth, transparent, and stress-free. The team was knowledgeable, friendly, and genuinely cared about finding the r excellent. The entire process was smooth, transparent, and stress-free. The team was knowledgeable, friendly, and genuinely cared about finding the right vehicle for me. They made everything easy, with no pressure or surprises. I truly appreciate their professionalism and commitment to customer satisfaction. I highly recommend them to anyone looking for a great car-buying experience! More

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Have some issues with attitude of some service advisors, with initial review but was contacted by several managers which showing they care about company reputation. Workers attitude not always representing with initial review but was contacted by several managers which showing they care about company reputation. Workers attitude not always representing company position but easy can ruined company reputation. More

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