Cailyn Dacus

Toyota of Easley responded

Thank you for your feedback. We sincerely apologize that we did not have your vehicle ready at the promised 4:30 pickup time and that the repair was not completed until 5:45. When we provide a specific completion time, you should be able to rely on it — and we understand how frustrating it is when that commitment is not met. Your visit involved a brake recall that required a computer software reprogram/reflash. While this process can take longer than a standard recall due to programming and system verification steps required by the manufacturer, we should have set clearer expectations upfront and updated you sooner once we realized we would not meet the 4:30 timeframe. I did spoke with your Service Advisor this morning, and she shared that she was very concerned that we did not properly take care of you during your visit. That is certainly not the experience we want any guest to have. At Toyota of Easley, we value your loyalty — especially as a customer who has purchased two vehicles with us and continues to trust us for service. We are reviewing this situation internally to improve our scheduling accuracy and communication moving forward. We would truly appreciate the opportunity to speak with you directly and work toward restoring your confidence. Please contact me Ed Troutman as I am the responsible agent at your convenience. Thank you again for bringing this to our attention.

Toyota of Easley responded

Thank you for bringing your Toyota 4Runner in for service and for sharing your feedback. We sincerely apologize that your scheduled service was not completed as expected. This is not the level of service we strive to provide. We understand how valuable your time is, and we regret any inconvenience this caused. Please contact me personally at 864-810-6598 so we can review what happened and make it right. We appreciate the opportunity to correct this and restore your confidence in our service department.

Toyota of Easley responded

Thank you Mr. Coleman. We appreciate your kind words.

Toyota of Easley responded

Gracias!

Toyota of Easley responded

Thank you for your kind words, Sidney. We appreciate your business.

Toyota of Easley responded

Thank you for posting regarding your recent experience. We are truly sorry the authorization and repair process took as long as it did. It is never our desire to inconvenience our customers in any way. We appreciate your grace and patience while working with our staff during this time. We do our absolute best to make sure you are 100% satisfied every time you visit us. However sometimes that is hard to accomplish in tough situations like this. Thankfully all the repais and rental car expenses were completely covered by Toyota and or the dealership. Thank you again for posting. We use every post (good or bad) as a training opportunity.

Toyota of Easley responded

We look forward to seeing you again on your next service visit. Thank you for your review.

Toyota of Easley responded

We appreciate kind words, Jimmy.

Toyota of Easley responded

Thank you for sharing your experience. We appreciate you servicing your vehicle with us.