TERRY UNDERDUE | Page 4

Took my RAV4 in for simple oil change with coupon they sent and state inspection. They said 90 minutes maximum. After 90 minutes I called the advisor. He indicated there was a problem with the oil chang sent and state inspection. They said 90 minutes maximum. After 90 minutes I called the advisor. He indicated there was a problem with the oil change. He indicated the following: Oil was overfilled previously. (Not true as I check it regularly!). They changed the oil filter though. (I checked it later and it was not a new filter.) They could not remove drain bolt as it was previously cross threaded and if they damaged the oil pan it is $800 for a new one. (I removed it myself later the same day and it was not cross threaded at all. It came out smoothly!) There was a recall on battery so we went ahead and reinstalled your battery.(Yes there was a recall and I got the letter from Toyota and checked it myself. (It did not appear that the battery had been touched by them other than the red battery terminal cap was now missing! I am sure they are backcharging Toyota for this item.) It took 3 hours to get my car back. I am a 74 yr old Vietnam combat vet and have done my own car maintenance since I was 17. I had a hip replaced recently so had to farm this out as it is not completely healed. I do not like to be lied to and I want my terminal cap back. I called Fred Anderson 6 times over the last 2 weeks and no returned call. I will never go back there for service again. In my opinion and experience they are either inept or dishonest or both! More

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We recently had to take my wife's car in for routine maintenance and it was discovered that we needed a couple of sensors. Terry was incredible in explaining what was going on. Then, later in the day, w maintenance and it was discovered that we needed a couple of sensors. Terry was incredible in explaining what was going on. Then, later in the day, when I had no way to come pick up the vehicle and I needed it immediately. Immediately. Terry literally drove the car out to my house. The two Highlanders we have bought from Fred Anderson have been incredible vehicles and we will never buy anywhere else More

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Buying the car was a breeze. Getting some small issues taken care of after the fact has required one 5 hour trip to the dealership and probably another lengthy appointment. For tint installation and havin taken care of after the fact has required one 5 hour trip to the dealership and probably another lengthy appointment. For tint installation and having my TPMS sensors scanned in the correct order this seems excessive. More

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Sales department is very attentive and responsive. Service department under Terry and his son Jarvis is outstanding. Do not go to Keith Toyota at any cost Service department under Terry and his son Jarvis is outstanding. Do not go to Keith Toyota at any cost More

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I drive past another Toyota dealer to have work done here. It seems as if each subsequent visit has taken more time and I've been less happy with the service department. This last time I made an appoi here. It seems as if each subsequent visit has taken more time and I've been less happy with the service department. This last time I made an appointment for 3:30 and arrived 10 minutes early. I waited out in the cold with a mask on to try and stay as isolated as possible. I was told I should have the car by 5:15 at the latest. This was a normal oil change and tire rotation. I went to see how things were going at 5:25pm and was told it was not yet ready. Around 5:50 I was called and walked to the service bay where I was shown some body and brake issues and asked if I wanted it done right then, which would mean an estimated time of 7pm. I chose not to have the work - which was definitely necessary - done. When I inquired why a 3:30 appointment was available online if they were unable to service my car at that time, I was told that several mechanics had called out that morning due to covid. I would appreciate a customer service department that would alert people with scheduled appointments to offer options when that became apparent. I have no concerns about the quality of the work. More

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Failed to add oil per vehicle specifications I am posting this because I have reached out twice to the general manager of this dealership by letter and received absolutely no response whatsoever. I am posting this because I have reached out twice to the general manager of this dealership by letter and received absolutely no response whatsoever. On April 21, 2020, I took my 2019 Toyota Tundra in for routine 15000 mile scheduled maintenance (oil and oil filter change, wheel rotation, and numerous other system and fluid checks). After two hours, I picked up my vehicle and immediately stopped in the parking lot where I proceeded to check my oil level. I found no oil on the dipstick except at the very tip and clearly well below the low mark on the dipstick. I triple checked the dipstick to make sure and got the same results each time. (By the way, I always check the dipstick after someone does an oil change because this is not the first time this has happened to me over my 50 years of driving experience). I carried the dipstick back to the service advisor and asked him if he saw any oil on the dipstick. He immediately went to get the “Technician” who had worked on the vehicle. Several minutes later, the Technician and service advisor came out, and I told the service advisor I also wanted to see the Service Manager. The Technician had with him a container with more oil and a funnel. As we walked to the vehicle, the Technician said to me “I put 7 quarts of oil in it.” The problem with this is that a 2019 Tundra engine requires 8.5 quarts, not 7 quarts. Notwithstanding this, I note that the service invoice showed that 9 quarts of oil were charged to Toyota (this routine maintenance is paid for by Toyota). The Service Manager’s reaction to was to ask whether my Tundra had the 4.6L engine or the 5.7L engine as if that makes a difference on whether or not it should have been filled with oil. With but a shrug of the shoulders after being informed that it was a 5.7 L engine, the Service Manager said “we'll make it right.” I have since checked and learned that the 4.6L and 5.7L engines have the same oil capacity–8.5 quarts; thus, I am further baffled by his question in this regard. What is perplexing to me is that I don't know how one can properly perform an oil change without checking the dipstick after filling the vehicle with new oil. This is especially so where, I presume, this Technician is dealing with different types of Toyota vehicles with different size engines, different model years and different oil requirements all day long. So why wouldn't he check the dipstick before completing the work. Interestingly the Owner’s Manual for the 2019 Tundra specifically addresses this important check at page 601 which lists the Oil Capacity for all three 2019 Tundra engines. It says: "The engine oil capacity is a reference quantity to be used when changing the engine oil. Warm up and turn off the engine, wait more than 5 minutes, and check the oil level on the dipstick." Clearly, this Technician could not have done what Toyota instructs when changing oil. With 1.5 quarts missing, it could not have been present on the dipstick. The seeming indifference on part of both the Technician and the Service Manager makes me wonder if there were other maintenance checks that are part of a 15,000 scheduled maintenance which were not performed. Customer satisfaction seems totally lacking at this dealership. I wrote to the General Manager twice after this and got no reply whatsoever. I am very disappointed in this. More

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Elusive finance manager Michael Klein is customer oriented and a consummate professional. He is very knowledgeable about the vehicles and the technology that is available. He Michael Klein is customer oriented and a consummate professional. He is very knowledgeable about the vehicles and the technology that is available. He is a credit to the Fred Anderson Organization. He made purchasing a vehicle an educational and delightful experience. More

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I will be back I must say my service was pretty good and right on time. I would recommend anyone to witness what I witness here guaranteed satisfaction I must say I must say my service was pretty good and right on time. I would recommend anyone to witness what I witness here guaranteed satisfaction I must say More

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Disappointed Senior Unfortunately, I went alone to make a purchase, 2018, RAV 4. Another sales person actually walked me through the process not the person who received c Unfortunately, I went alone to make a purchase, 2018, RAV 4. Another sales person actually walked me through the process not the person who received credit for the sale. After I located the vehicle which the sales person did not even know was on the lot, the remainder was a "rush job". After signing my name on the dotted line everything went South-the sales person was too busy later during the week helping his son purchase a vehicle and was not as nice to me as he was prior to purchase, my vehicle always had to be taken back for something not performed correctly while at the service department, the name of the person who serviced my vehicle is suddenly "not known", various programs were deactivated and I did not know it, and the general manager never kept his appointments with me to discuss the issues. Instead, I had to catch him whenever I could...loaners were stinking with dirty windows...very disappointed...my first and last Toyota More

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Returning Customers We returned to Fred Anderson Toyota to purchase our 5th vehicle and were once again pleased. Thanks to all who worked to make this a pain-free experie We returned to Fred Anderson Toyota to purchase our 5th vehicle and were once again pleased. Thanks to all who worked to make this a pain-free experience. More

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