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John Pena
John Pena at Norm Reeves Toyota Dallas

John Pena

Service Advisor

Norm Reeves Toyota Dallas

9525 E R L Thornton Fwy
Dallas, TX 75228

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4.4
164 Reviews
4.4

164 Reviews

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164 Reviews of John Pena

October 01, 2025

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Employee Rating

The service time is always long. I trust the service but 2 hours for an oil change is crazy More

by riscojerika
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Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Sergio Leyva

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Oct 02, 2025

Norm Reeves Toyota Dallas responded

We're sorry that you didn't have a completely satisfying visit. Would it be possible to have someone from our management team reach out to you directly to discuss this? We'd love the opportunity to address any issues with our team here. Thank you for your time. LaTris Price Customer Relations Manager latris.price@normreeves.com

September 20, 2025

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Employee Rating

Norm Reeves has been an excellent dealership. I am very happy with my purchase and with the service I have received. More

by johnh
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Harveen Toor

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Sep 20, 2025

Norm Reeves Toyota Dallas responded

Thank you for taking the time to share your thoughts on working with our team. We're glad to hear we delivered such a great experience! LaTris Price-Customer Relations Manager-latris.price@normreeves.com

September 12, 2025

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Employee Rating

After I reported a broken visor, John confirmed it was covered by warranty. He ordered the part and set up an appointment to install. John communicates at every step. Everything was ready to install when More

by tdmickelson
Recommend Dealer
Yes

Other Employees Tagged: John Pena

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Sep 12, 2025

Norm Reeves Toyota Dallas responded

Thank you for taking the time to share your feedback with us. We work hard to make sure our guests have an exceptional experience. We will share your comments with our team, and we look forward to working with you again. LaTris Price-Customer Relations Manager-latris.price@normreeves.com

August 31, 2025

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Employee Rating

They treat me like family. They always have good solutions. They never give me the runaround. More

by HILARYANNJIRASEK
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Billy Goss, Shelly Jackowski, Harveen Toor

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Sep 01, 2025

Norm Reeves Toyota Dallas responded

It has been a pleasure serving you. Quality customer service is always our number one priority, and we're happy to hear that we met your expectations. Thank you for choosing Norm Reeves Toyota Dallas, we look forward to having you as a valued customer for many years to come! LaTris Price-Customer Relations Manager-latris.price@normreeves.com

August 20, 2025

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Employee Rating

Brought my vehicle in for its 15k service. Was very quick and efficient. Made sure everything was inspected correctly. More

by lindaneria
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Carlos Lopez, Sergio Leyva

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Aug 20, 2025

Norm Reeves Toyota Dallas responded

Thank you for choosing Norm Reeves Toyota Dallas. Your feedback and rating mean a lot to us. We're glad we were able to help, and we hope to see you again! LaTris Price-Customer Relations Manager-latris.price@normreeves.com

August 19, 2025

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Sergio’s work was very well. Explained everything and made sure parts for my vehicle were in stock. More

by Jnicole1601
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Carlos Lopez, Sergio Leyva

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Aug 19, 2025

Norm Reeves Toyota Dallas responded

Thank you for your business and this review. We're happy to hear our team was able to serve you and demonstrate our commitment to great service. If there is anything we can assist you with in the future, please let us know. LaTris Price-Customer Relations Manager-latris.price@normreeves.com

August 14, 2025

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Employee Rating

I’ve been getting my car service at this location for many of years. Love the new service department and the large waiting area. More

by msaparker51
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Shelly Jackowski, Carlos Lopez, Antonio Holmes

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Aug 14, 2025

Norm Reeves Toyota Dallas responded

Thank you for your very kind review. We strive to make sure that all of our customers leave happy, and it's great to hear about your excellent experience here at Norm Reeves Toyota Dallas. LaTris Price-Customer Relations Manager-latris.price@normreeves.com

August 12, 2025

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Employee Rating

Never saw John. Guy covering for him called me from personal number so didn’t say Reeves. Didn’t leave a voicemail. Calling back it said disconnected. So I sat in th More

by carltnorwood
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
No
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Aug 12, 2025

Norm Reeves Toyota Dallas responded

Thank you for taking the time to share your experience. I’m truly sorry to hear about the inconvenience you faced during your recent visit, and I appreciate the opportunity to address your concerns. First and foremost, I apologize for the confusion regarding your appointment and the lack of communication. It’s unacceptable that you were left waiting without clear updates, and we’re actively reviewing our processes to ensure this doesn’t happen again. We understand how frustrating it must have been to sit in the lobby unaware that your vehicle was ready. Regarding the missing stem caps, I completely understand your disappointment—especially since they were custom and had already been replaced once before. This should not have happened, and I’m sorry for the oversight. I’ve personally followed up with our team. Your feedback is incredibly valuable, and we’re committed to making things right. If there’s anything further we can do to restore your confidence in our service, please don’t hesitate to reach out directly. LaTris Price-Customer Relations Manager-latris.price@normreeves.com

Aug 13, 2025

Norm Reeves Toyota Dallas responded

Again, I want to sincerely apologize for the inconvenience you've experienced and the time you've spent trying to resolve this issue. I understand how frustrating this situation must be, and I truly appreciate your patience. After following up with our service department, I can confirm that the caps were indeed mailed out. While this oversight should not have occurred, there are rare instances where our technicians may unintentionally forget to replace the caps during service. Please know that this is not reflective of our standards, and I want to assure you that we would never intentionally withhold or misplace any customer property. We are actively addressing this matter with our team to ensure proper procedures are reinforced and to prevent similar issues from happening in the future. Thank you again for bringing this to our attention. If there’s anything further we can do to assist, please don’t hesitate to reach out directly to my email. Warm regards, LaTris Price Customer Relations Manager latris.price@normreeves.com

Aug 13, 2025

carltnorwood responded

It took me numerous calls over 4-5 days to get this fixed. Call one I spoke to the service manager. He said I can drive out to get new caps. That’s an hour total driving and more than the price of caps on gas alone. This was an absurd solution from someone who obviously isn’t rational regarding customer service. He said he would call me back to confirm if he could mail it. He never called back. I gave hi 2 days plus the weekend before calling back. I was transferred numerous times to voicemails or lines that never picked up or people who transferred me again for approximately 5 calls. I finally got someone on the line who was very unenthusiastic about fixing this problem the dealer caused but ultimately called me back and said they would send the replacements. He said he would call me back to confirm replacements could be sent. He did call to confirm by the end lf the day. I have still not received them as of 8/13 so hoping those were actually shipped and not another failing from the dealership. How hard is it to replace the caps? It should literally be the last step of checking air pressure. The first time I came in for servicing, your dealership stole all 4 so spent $10 to replace them with nice aftermarket ones that shined, thinking this would help keep the dealership from losing them. If I were asked today if I would buy a car from this dealer based on the service provided so far, I would say no. Such a simple task that has been incredibly frustrating and time consuming to fix.

August 09, 2025

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Employee Rating

Quick friendly service, reasonably priced Easy to get an appointment. It’s the only place I’ve taken my car since I bought it More

by Susangking90
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Shelly Jackowski, Carlos Lopez

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Aug 09, 2025

Norm Reeves Toyota Dallas responded

Thank you! It has been a pleasure serving you. Quality customer service is always our number one priority, and we're happy to hear that we met your expectations. Thank you again for choosing Norm Reeves Toyota Dallas. We look forward to having you as one of our valued customers for many more years to come! LaTris Price-Customer Relations Manager-latris.price@normreeves.com

August 07, 2025

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Employee Rating

Great! I have purchased 4 vehicles from this facility, and I have been very satisfied! More

by reorb
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes

Other Employees Tagged: Harveen Toor

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Aug 07, 2025

Norm Reeves Toyota Dallas responded

Thank you for taking the time to share your thoughts on working with our team. We're glad to hear we delivered such a great experience! LaTris Price-Customer Relations Manager-latris.price@normreeves.com

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