Zach Claybrooks | Page 4

I took my car to Cobb County Toyota on March 31st for a routine oil change and to have my CarPlay port inspected because it was not working properly. When I got there, my radio and screen were working per routine oil change and to have my CarPlay port inspected because it was not working properly. When I got there, my radio and screen were working perfectly fine aside from the CarPlay issue. I waited about 3-4 hours for the service to be completed. After getting my car back, I realized my radio screen would no longer turn on at all. The entire display system was completely dead. I immediately called the service department, and they apologized and offered me an appointment the following morning. The next morning, I went back and waited another two hours while they looked at the vehicle again. I eventually had to follow up myself for an update because nobody communicated with me. When I finally spoke to the service staff (Andrew), instead of explaining what had happened or attempting to diagnose the issue clearly, I was immediately told about replacement radios and quoted $1,965 plus tax. At no point did anyone explain why my radio stopped working immediately after servicing my vehicle. I brought the car in with a functioning radio and left without one. The interaction felt dismissive, and it seemed more focused on avoiding responsibility than helping resolve the issue. One manager even told me, "Well, your car has over 100,000 miles, what did you expect?" My car had about 106,000 miles, but that response felt disrespectful and completely ignored the fact that the radio was working before the service appointment. I called Toyota corporate support, who opened a case and told me I would receive a callback from the store manager within 24 hours. I never received that callback. When I followed up again with corporate, I was told the dealership claimed it was simply a coincidence that my radio stopped working at the same time they serviced the vehicle. Wanting a second opinion, I took my car to an independent shop. Within a short time, they found that a fuse connected to the radio appeared to have been blown and removed entirely. They replaced the fuse, and my radio immediately worked perfectly again. Total cost: $75. I understand that mistakes can happen during vehicle service. What disappointed me most was not the mistake itself, but the lack of accountability, communication, and customer care afterward. I hope this review encourages better transparency and treatment of customers in the future. More

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I have been a customer for 25 years and this is the best service department I have ever dealt with. service department I have ever dealt with. More

by MHGAMBILL Verified Customer Verified Customer

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Check in was fast an easy. Staff where very friendly and made me feel like if I had any needs while I was there they would be taking care of. Staff where very friendly and made me feel like if I had any needs while I was there they would be taking care of. More

by robh2913 Verified Customer Verified Customer

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Oil changed was quickly done and the waiting room was clean. They were fast and friendly. clean. They were fast and friendly. More

by tiffcastano Verified Customer Verified Customer

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Steve was horrible. Very dismissive and talked poorly of the maintenance crew. Thankfully after 2.5 hours and while Steve was on lunch someone else took over . It took t Very dismissive and talked poorly of the maintenance crew. Thankfully after 2.5 hours and while Steve was on lunch someone else took over . It took them less then 15 minutes to check the warning on my truck and give me peace of mind that it was safe to drive . Steve is not Cobb county Toyota standard to the customer care. He needs to be retrained or removed and place away from the customers . More

by AABERNATHY0926 Verified Customer Verified Customer

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The first person I encountered in the service department was somebody named Costa. I was already annoyed because I could not get the key out of my ignition for over 18 hours. I pulled into the service garag was somebody named Costa. I was already annoyed because I could not get the key out of my ignition for over 18 hours. I pulled into the service garage, rolled down my window and probably use a stronger tone of voice than necessary, but I said I could not get the key out of my ignition, and he rolled his eyes. Yes, I saw it. I told him it had happened before, he said he’d never heard of this problem. I said well it’s on the Internet, that’s how I solved it the first time. He remarked something along the lines of yeah you can believe everything you see on the Internet. That annoyed me even more. Then he said so you want to leave it, no, I don’t want to leave it. So what’s the problem he said? What a smug little man. The car is telling me to check the backseat. I took everything out of the backseat, I took everything out of the back of the vehicle. I told him I had searched for an answer and was unable to resolve. I said come over here and try to get the key out of the ignition. The key came right out of the ignition. I put the key in, it came right back out. I said MF to the stupid car situation. He probably thought I was talking to him, and in retrospect, it did apply to him. To his attitude. Called back and asked to speak to the person over all of service, and they transferred me to Zach, who is a service manager by the way. He said he was standing there the whole time then backtracked when I asked him about the conversation I had with Costa. He was not standing there the whole time, but acknowledgedthat I was mad and sped out of the service department. Darn right I was mad. Key in the ignition all night long, tricking my car so I could lock it with the other key. Then acting like I’m the idiot??? I did act like a angry woman though. If it happens again, I will document it with video and screenshot every last forum to try to resolve without calling the service department. This will be the last time I use this location. Rolling their eyes at some woman that can’t get the key out of the ignition. Escalating the situation. “Like you can believe everything you see on the Internet.” Amazingly poor CustomerService. More

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Service was fast and the staff was friendly. I couldn't have had a better experience I couldn't have had a better experience More

by TREVBOOBOOS5494 Verified Customer Verified Customer

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Always the do great job and faster the best place to bring your car service!! bring your car service!! More

by serginho_618 Verified Customer Verified Customer

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This dealership was very clean and the service associate was very courteous and very helpful was very courteous and very helpful More

by YMUSGROVE Verified Customer Verified Customer

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I came in for an oil change and was told it would be an hour ro an hour and a half maximum. The phone number they had on file was not the one I wanted to be called on, so I said so and the service tech sai hour ro an hour and a half maximum. The phone number they had on file was not the one I wanted to be called on, so I said so and the service tech said to write the number on my paperwork and they would call me on that number. I ended up waiting for 2 and a half hours. I went to the cashier to get a status update and they told me to talk to my service tech. He was not there, so I went back to the cashier for help and they told me to go back our and find any tech who could help. I found a tech, who started to help, but abruptly stopped helping me to assist someone else. As I stood there waiting, he finally came back to me. He then found my paper work and my vehicle had been finished for more than an hour and a half, but no one called me on the number I asked. This was incredibly inconvenient and I'm upset about it. More

by DRLISA1124 Verified Customer Verified Customer

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