Mike Norton

Dropping off the vehicle is very easy. But picking up took longer than expected. I was told 2-3 hours after dropping it off at 7:30am and I didn’t get the vehicle until 1:30…6hrs later. Th But picking up took longer than expected. I was told 2-3 hours after dropping it off at 7:30am and I didn’t get the vehicle until 1:30…6hrs later. They do great service but this really pushed back my time that I discussed with them when I dropped off the vehicle More

by cid.alex.96 Verified Customer Verified Customer

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I usually have great service but this time when my car was returned to me it was covered in bird poop. When I showed my displeasure I was basically told that you could not help it when birds poop. My car was returned to me it was covered in bird poop. When I showed my displeasure I was basically told that you could not help it when birds poop. My car should have been washed before being returned. After complaining though took my car back and washed it. I shirk not have to complaint about something like this. More

by howardmechelle1966 Verified Customer Verified Customer

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Customer service was great! Explained what was going to be done to my car. Offered me a choice of sitting there waiting or taking one of their rides home. Full service.! that’s Explained what was going to be done to my car. Offered me a choice of sitting there waiting or taking one of their rides home. Full service.! that’s what I love about Toyota. More

by garciacf Verified Customer Verified Customer

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poor customer service from the gentleman (I think his name was Mike)... even trued to give me the wrong set of keys and argued with me saying that they were mine... don't I know my own keys? horrible tra name was Mike)... even trued to give me the wrong set of keys and argued with me saying that they were mine... don't I know my own keys? horrible transaction! More

by jrod22 Verified Customer Verified Customer

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Great customer service…. but long wait for an oil change, Don’t know if I will want to wait 2 hours again. but long wait for an oil change, Don’t know if I will want to wait 2 hours again. More

by Rob Verified Customer Verified Customer

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I called Saturday to inquire about an oil change, and was in at 7am Sunday. Price was right, service really great! in at 7am Sunday. Price was right, service really great! More

by kimberlyrocchio Verified Customer Verified Customer

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2 parts to this. Low rating wcause after making the appointment I called about 6 times to ensure everything was scheduled correctly. Left messages and #. Not ONE call Low rating wcause after making the appointment I called about 6 times to ensure everything was scheduled correctly. Left messages and #. Not ONE callback in a weeks time. Of course one part was not available because of this. Part 2- one I arrived, everyone was very helpful and I enjoyed the experience. The service guy, Mike Norton was a pleasure to work with. More

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Took my car in for maintenance. An employee was outside to meet me immediately. The waiting area was warm and comfy, and the service took no time at all. Very pleased. An employee was outside to meet me immediately. The waiting area was warm and comfy, and the service took no time at all. Very pleased. More

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The driver Hector is clearly not qualified to be a professional driver - he is unable to follow Google Maps directions and was insisting they never are accurate when the ones to my home were correct. professional driver - he is unable to follow Google Maps directions and was insisting they never are accurate when the ones to my home were correct. This is a big change since 2 years ago when I previously had him as my shuttle driver. The Service Representative Mike Norton at the Service Center on November 2nd didn’t get my text to please check the tire sidewalls since I knew at least one was bad. Mark Schultz - a truly fantastic service representative- had done a Walk Around my car 2 years prior and seen it. Mike even had trouble seeing my text when I called a few hours later, having not heard back from him. On Friday November 7th, the brand new front passenger tire was flat after just two 4 minute drives, 5 days after I got the car home the Sunday prior. When I called, Service Representative Mike Johnson tried to tell me it’s probably a nail, and it would cost me $25. Plus tire weights - after less than 1 week on a new tire! I had the car towed in and they replaced the new tire, with no damage seen on the first one. At first I was told they couldn’t do it the same day - but the service operator suggested I speak with Service Manager Erin, who was wonderful. He told me it would be ready before closing, at no additional charge, and he arranged a shuttle ride for me to pick up the car. Then, on November 15 Saturday, 8 days later, the same tire was flat again. I had the car towed in and Kyle was my service representative- and he was great. He said it’s probably the tire pressure valve and indeed it was found to be loose. It was not loose when I brought the car in for the 4 tires to be changed Nov 2nd. Why isn’t this checked before a customer leaves? Why want this valve checked before - or after - replacing the new tire on Nov 7th? Due to the 3 concerns above (driver, service reps, service mechanics) I won’t be continuing my brand loyalty to Toyota of Santa Cruz after the car was purchased new from them 18 years ago. More

by mercifulheavens Verified Customer Verified Customer

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I bought two used vehicles here. One had a non-functioning power port, the bed electrical had also not been tested since they didn’t even have a key to the shell, and the serpentine One had a non-functioning power port, the bed electrical had also not been tested since they didn’t even have a key to the shell, and the serpentine broke within two months of owning it (they did offer to “make me whole” on the latter and wrote me a check to cover the cost). Clearly they had not inspected it properly. The other vehicle I purchased had an existing intermittent door lock issue, a stuck plug in the door body leading to water sloshing, and an intermittent issue with the CarPlay port. I took it in three times to get the latter issue fixed. The service department was condescending, first telling me I needed to plug the cable into the dash port (I knew this) the first time I brought it in, saying the cable was faulty (the issue occurred with multiple cables and multiple phones including Apple-certified cables; they said to use an OEM Apple cable but Apple doesn’t make their own usb-c to usb-a cable any more) the second time, and I finally was told the third time the port needed replacing, and then they said they fixed it, had me pay for part and labor (they said it was not covered under warrantee, even tho the issue was present from day 1), and sent me home with the vehicle only to discover they never actually replaced the port and I would need to bring the car back in to actually do the work I had already been told was done and had paid for. They clearly don’t inspect their used cars before they sell them and their service department is run poorly. More

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