Robert Motz

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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My salesman Jacob and his boss Ralph were great I would give them an 5 star review. Upper management and the service department do not support their staff and honor what they offer after. Even after the sa give them an 5 star review. Upper management and the service department do not support their staff and honor what they offer after. Even after the salesman’s and his boss tried to make it right the company as a whole were unprofessional and shady. I would get everything in writing with prices prior to finalizing a deal. More

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Let me start by saying its a rip off dealership that is based of scamming clients their money especially with this economic slow down of selling cars and maintenance is the only way they will be making mon based of scamming clients their money especially with this economic slow down of selling cars and maintenance is the only way they will be making money. The head of the maintenance department Isac is the worse where he always find excuses to cover their mistakes. I brought my car to fix it at the dealership, paid top dollar for something simple and my car stayed there for a week to be fixed. While driving in the freeway my pedal failed and it almost caused me to crash. None of the staff members or the general manager did anything about it. They just blamed the piece that they replace as a failed part that cost me my life. Are u kidding me and threatened me to post anything online More

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Blatantly lied about the terms of the deal until paperwork was being signed. I was told a warranty was applied to an offer and signed the offer, then they tried to sell me the same warranty that was paperwork was being signed. I was told a warranty was applied to an offer and signed the offer, then they tried to sell me the same warranty that wasn’t included after paperwork was signed. Double check everything and don’t expect them not to not only take advantage of you, but lie to your face. More

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Great service highly recommended! Will definitely bring friends here. Also ask for grace hight recommended buying from her! Will definitely bring friends here. Also ask for grace hight recommended buying from her! More

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Excellent service from sales to closing and payment. Would recommend anyone looking for a Toyota. Would recommend anyone looking for a Toyota. More

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Best service i ever Had in my life! My guy even bought me chipotle while i waited! My guy even bought me chipotle while i waited! More

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Recently bought a Highlander Platinum from Camelback Toyota. Everyone was extremely helpful and made the process so seamless. From the start Rob and Sean made sure every question about the vehicle I w Toyota. Everyone was extremely helpful and made the process so seamless. From the start Rob and Sean made sure every question about the vehicle I wanted to purchase was answered. Robert Bapst taught me every feature about the vehicle possible so I would be comfortable driving it off the lot and Michael helped answer questions regarding the financial aspect of purchasing the vehicle. I am extremely happy with the process and my purchase. More

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I’ve never written a review before but this was the worst dealership experience I have ever had. Deceitful, bait and switch tactics and arrogance. The GM was rude and condescending to his own employees. I wi dealership experience I have ever had. Deceitful, bait and switch tactics and arrogance. The GM was rude and condescending to his own employees. I will never buy a Toyota based on my experience with this dealership. More

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Very beautiful dealership with a very helpful salesmen looking forward to working with you guys again looking forward to working with you guys again More

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