Ash Rad

Subject: Concern Regarding Service Practices and Customer Experience To Whom It May Concern, I am writing as a longtime Toyota customer to express my concern regarding what appears to be a significant Experience To Whom It May Concern, I am writing as a longtime Toyota customer to express my concern regarding what appears to be a significant shift in the service experience at Toyota dealerships. In recent years, I have noticed that routine service visits are increasingly accompanied by recommendations for additional maintenance and repairs costing hundreds or even thousands of dollars. While I understand that some maintenance is necessary as vehicles age, the frequency and cost of these recommendations have left me questioning whether they are always genuinely needed. What further undermines my confidence is that the recommendations do not always appear to be consistent from one visit to the next. Services that are presented as urgent or highly recommended during one appointment may not be mentioned at all during a subsequent visit, or different recommendations may be made without a clear explanation for the change. As a customer, this inconsistency makes it difficult to determine what maintenance is truly necessary and what may be discretionary. It also raises concerns about the integrity of the recommendation process and erodes the trust that should exist between Toyota service departments and their customers. My perception is that Toyota's service departments have moved away from a customer-focused approach centered on providing reliable and honest maintenance guidance and toward a more aggressive, profit-driven model. It often feels as though every service visit becomes an opportunity to sell additional work rather than simply maintain the vehicle according to Toyota's standards. I recognize that dealerships are independent businesses and that vehicle maintenance requirements vary. However, Toyota should be concerned if customers are leaving service appointments feeling pressured or skeptical about the recommendations they receive. I also wonder whether broader market conditions may be contributing to this trend. With new vehicle prices remaining high, many consumers are keeping their vehicles longer and delaying new purchases. As a customer, it can appear that dealerships may be attempting to offset slower new-vehicle sales by increasing revenue from service departments. While this is only my personal observation and speculation, it contributes to a growing sense of distrust regarding service recommendations. Another recent experience that added to my frustration was receiving a text message from Camelback Toyota informing me that I had a service appointment scheduled and instructing me to text back if I could not make it. The problem is that I never scheduled the appointment in the first place. As a customer, I found this approach presumptive and inappropriate. Service appointments should be initiated by the customer, not automatically created and presented as if they had already been requested. Communications like this make it feel less like customer service and more like a marketing tactic designed to drive service traffic. Experiences such as these contribute to my growing concern that the focus has shifted from serving customers' needs to generating additional service revenue. Toyota has built its reputation on reliability, value, and customer trust. Those qualities are a major reason why many of us chose the brand in the first place. I encourage Toyota to review dealership service practices and ensure that maintenance recommendations are transparent, evidence-based, and clearly distinguished between essential repairs and optional or preventive services. Likewise, I hope Toyota will discourage sales and marketing practices that can leave customers feeling pressured or manipulated. I appreciate your time and consideration and hope Toyota will continue to prioritize the trust and confidence that have made so many customers loyal to the brand. More

Report | Print

I had to pre-order my vehicle, Grand Highlander hybrid. Paloma was so knowledgeable about her inventory and kept me up to date on the delivery of my vehicle. From start to finish everything was smooth and Paloma was so knowledgeable about her inventory and kept me up to date on the delivery of my vehicle. From start to finish everything was smooth and every one was so welcoming. This is my second purchase from Carmelback Toyota and each time has been a great experience. More

Report | Print

The absolute most unethical dealership I have ever encountered. I would never recommend this dealership to anyone and would never purchase a vehicle from them again. They sell vehicles with prior dama encountered. I would never recommend this dealership to anyone and would never purchase a vehicle from them again. They sell vehicles with prior damage and then try and gaslight you into believing you caused the damage 3 weeks after you purchased the vehicle. It’s an absolute scam. Their certified vehicles mean absolutely nothing and I would NEVER purchase a vehicle here. It has been the absolute worst experience More

Report | Print

It’s a good dealer ship they help you in all your needs that you need for your car that you need for your car More

by NO20 Verified Customer Verified Customer

Report | Print

Titus did a great job explaining what was wrong and the important details of what needed to be fixed. He needs a raise !! important details of what needed to be fixed. He needs a raise !! More

by Xio Verified Customer Verified Customer

Report | Print

Best service ever! Abbas was a great help and talked me through everything. The service was very quick too Abbas was a great help and talked me through everything. The service was very quick too More

by GLPEREIRA02 Verified Customer Verified Customer

Report | Print

It was a great experience having my Toyota Camry serviced at the store. Thank you, Brandon! at the store. Thank you, Brandon! More

by MINGTEACHES Verified Customer Verified Customer

Report | Print

I’m Happy with my new 2024 Toyota Tacoma they did a very good job to help me getting it Abu is a good guy he was there help me with all my questions he does his job very good and Jazmín is just the best I’m good job to help me getting it Abu is a good guy he was there help me with all my questions he does his job very good and Jazmín is just the best I’m very thankful with her she’s the #1 just the best More

by Francisco M Verified Customer Verified Customer

Report | Print

Theadore was the bestest service writer ever! Go queeen Go! Talk about the greatest experience Go queeen Go! Talk about the greatest experience More

by PIGOTT.NICK Verified Customer Verified Customer

Report | Print

Camelback Toyota dealership is a really nice place to do business people are very nice service time high-quality everything was excellent. business people are very nice service time high-quality everything was excellent. More

by ZAHIDKURTIC Verified Customer Verified Customer

Report | Print