Brandon Boldon

I appreciate the complimentary wash, but the car was visually indistinguishable from when I dropped it off. While I understand it's complimentary, this reflects poorly on the gesture. Although they visually indistinguishable from when I dropped it off. While I understand it's complimentary, this reflects poorly on the gesture. Although they did run the car through the wash again, I was offered a paid service for a proper wash, which was unsatisfactory. The manager's condescending tone suggested I should accept subpar service just because it was free, which is not the level of customer service Toyota should stand for. I likened it to receiving a poorly prepared meal at a restaurant. The manager dismissed my analogy, but it effectively illustrates concerns about value and quality. **Six Sigma DMAIC Application: Improving the Complimentary Car Wash** **Problem Statement:** The complimentary car wash often fails to meet basic standards, leading to customer complaints and a negative perception of service quality. **Goal Statement:** Reduce customer complaints about the wash quality to below a specified baseline. **Customer Needs (Critical-to-Quality):** The car's exterior should be visibly cleaner with no new scratches, completed within the service time. **Measure Phase:** - **Data Collection:** - Track service orders and customer complaints about wash quality. - Measure time spent in the wash bay. - Create a cleanliness scale (1=dirty, 5=spotless) for post-wash audits. **Analyze Phase:** Identify root causes using tools like a Fishbone Diagram. Potential issues could include ineffective cleaning materials, rushed methods, faulty equipment, or inadequate training. **Improve Phase:** Implement solutions to address root causes: - **Low-cost Fix:** Introduce a visual inspection checklist for porters after washing. - **High-cost Fix:** Repair equipment or extend the wash cycle to ensure thorough cleaning. **Control Phase:** Standardize the improved process to prevent recurrence. More

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Arianna is always awesome and has been handling my vehicles for the better part of 13 years off and on now. vehicles for the better part of 13 years off and on now. More

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Brenan was outstanding. He followed through when the Highlander we were interested had arrived at the dealership. He followed through when the Highlander we were interested had arrived at the dealership. More

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Everyone was very nice and professional. Really appreciate the complementary services of nail salon and ride. Really appreciate the complementary services of nail salon and ride. More

by DANYVRF Verified Customer Verified Customer

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They got my whole service down in under a hour. I was there and had a cup of coffee in the lobby and my car was driving better than when I dropped it off. I was there and had a cup of coffee in the lobby and my car was driving better than when I dropped it off. More

by JAYW Verified Customer Verified Customer

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I had a saleman who was the great at what he did For me , taking all the time I needed to understand the many things he wanted show on my new Rav 4 Hybrid car , thanks to Mr Spencer!!. me , taking all the time I needed to understand the many things he wanted show on my new Rav 4 Hybrid car , thanks to Mr Spencer!!. More

by WULFRONNIE50 Verified Customer Verified Customer

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not happy with time it took service my vehicle. taking three hours to get an oil change and tire rotation taking three hours to get an oil change and tire rotation More

by jmm43401 Verified Customer Verified Customer

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It has been three weeks since I was told that a part was needed in order to fix my radio. I haven’t been called by anyone to tell me that the part has arrived. My radio still doesn’t work. I first brought i needed in order to fix my radio. I haven’t been called by anyone to tell me that the part has arrived. My radio still doesn’t work. I first brought it in to be repaired on September 20. It is now October 16. Still no part therefore no radio. More

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Prompt and fast service. My advisor was very professional! Miss Flaherty was very knowledgeable and helped me with getting a technician to come check out my computer problem My advisor was very professional! Miss Flaherty was very knowledgeable and helped me with getting a technician to come check out my computer problem More

by TDERANEY1 Verified Customer Verified Customer

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Three visits to DeLuca to fix a radio. The radio still doesn’t work. I’ve been waiting almost TWO WEEKS for a part to come in. TWO WEEKS!!. The radio still doesn’t work. I’ve been waiting almost TWO WEEKS for a part to come in. TWO WEEKS!!. More

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