Latisha Preciado

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

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Q is my service manager. He is always so accommodating. He is always very busy, but he makes you feel like you’re his priority. I would recommend you to my friends and family He is always so accommodating. He is always very busy, but he makes you feel like you’re his priority. I would recommend you to my friends and family. More

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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

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Neat, hospitable, reliable, social, accommodating, good service, accountability, caring, good humor, teamwork, respect, dignity and kindness service, accountability, caring, good humor, teamwork, respect, dignity and kindness More

by EODOPUTA Verified Customer Verified Customer

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amazing and quick experience, i would recommend to everybody. i liked working with Samantha and Jens. everybody. i liked working with Samantha and Jens. More

by JP1003 Verified Customer Verified Customer

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Great service, and it is very cheap for having everything that was done to my car. that was done to my car. More

by JOSEMENJIVAR77 Verified Customer Verified Customer

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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

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Aaron garcias has been are service advisor for about 7 years he treats you like family his all ways upfront never lies years he treats you like family his all ways upfront never lies More

by lilianavaldez372015 Verified Customer Verified Customer

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It was fast and the person was very kind and they gave me material what was needed for the next appointment material what was needed for the next appointment More

by JJAUREGU2 Verified Customer Verified Customer

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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

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