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| - UPDATE (7-14-17): So, one year after my initial review of the Service Department we have gone full circle and are back to lack luster experiences from the service department. Recently I had problems reaching anyone in the service department in order to schedule maintenance on my truck, oil change and tire rotation. I was also looking to schedule their pay for deluxe clean for another of my cars. I called and left messages with three different service advisors and eventually had to contact the General Manager in order to hear from anyone. So, for those two cars once I did get service on both my truck had the key lock almost lost, the valve stem caps were left off of all wheels and they didn't reset the service vehicle message in my gauge cluster. For the car that I was paying to have cleaned they practically did the free car wash clean only to it. The interior was still dirty in spots and the engine bay had not been cleaned at all. Please keep in mind that I have paid to have this same cleaning service done to two other cars and was aware of what their final cleaning should have looked like. When I spoke with Kevin Naylor, the new Service Manager, he did get the car cleaned correctly. But, he was way too busy telling about his resume and years in the industry to just focus on the problems at hand. To add to this when I originally spoke to the General Manager Michael Fall he was initially concerned and wanted to make sure service was running smoothly. He even made the point to tell me to follow up with him later. So, after the experience with the two cars I reached out to him, leaving him a message to call me when he could. Well, we are just over a week since that message and no word from Michael. So, considering there are other Toyota service options in the West Valley I'll get my service done in Arrowhead or down in Goodyear...even if Surprise Toyota is only three miles down that road from me.
UPDATE: After speaking to the Service Manager Cory Oliver my review of the Service Department has changed for the better. Cory reached out to me to tell me that he was very sorry for my experience earlier today with the service group. He bent over backwards to make things right and personally made sure he got my truck on a lift, this morning and that I was happy with everything before I left. Cory was very accommodating and I appreciate all of his help to turn a negative experience into a positive. Thanks again Cory!
ORIGINAL: To start off I will say in the beginning I really enjoyed my car buying experience. Michael Brogdon made my purchase an easy and enjoyable one, for that experience I give a 5 star rating. But, my enjoyment quickly turned sour once I started to deal with the Service Department. I have been in a few times now for different small issues or the occasional car wash and not once have the people in the Service area ever acted like they wanted to help me. Most times when I have been in the service area to drop off my car I don't even get acknowledged when I walk in. I just went in this morning to see if they could look under my truck to see if I had anything leaking or not, after discovering a small oil like puddle in the garage over the weekend. And, instead of having any concern they instead told me they were too busy, at 7:00 am and with no cars in the service area, to even put my truck on a lift and look for any signs of a leak. Instead they suggested that I make an appointment for two or three days from now to bring the truck back in. I may be incorrect but, if a new car with 5,000 miles on it appears to have a leak waiting doesn't seem like the best thing for the truck. I have also previously had conversations with the Service Manager to express my concerns with the attitude of the department and that went over like a lead balloon. So, absolutely buy a car from this dealership. But, be prepared to have it serviced at another dealership around town.
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