Toyota Direct

Today I had the worst experience in the Toyota Direct Service department over a span of 9 years as a loyal customer. I have a 2013 Prius with 75K miles on it, & have always serviced the car at Toyota Direct with wonderful customer service & great results. Their employees have been helpful, kind, respectful, experienced, patient, & most of all, thorough, until today. I arrived at my 8:15 am appointment for a multi-point inspection, oil change, & requested estimate on replacing the disintegrating weatherstripping around my sunroof, which is now letting in moisture resulting in frost and ice on the inside of my front window in the mornings.

Upon checking in, the customer service agent, Randy, told me I didn't need the oil change because I only need them every 10K now. However, upon driving in, the computer noticed my tires out of alignment so I needed an alignment for $149.00 (agreed to). He also told me I should flush the brake lines for $249.00, and have the fuel lines and injector cleaned (no price offered)--both declined. I then told him I would be waiting in the lobby. After two hours of waiting with no communication from the service rep, as has always been customary in the Toyota Direct service department (usually within 30-45 minutes after arrival), I walked into the customer service area to ask him what was taking so long because I was getting frustrated with the wait. The response? ..."what was that thing called that was wrong with your car again?" I told him I was primarily there for the weatherstripping issue. "That's right", he said, then told me the mechanic literally just left after talking to him about my car, but they needed to figure out if the weatherstripping could be replaced on its own or if the entire sunroof needed to be replaced. About 5 minutes later, he came to the waiting area to tell me it would cost $2900 to replace the sunroof and explained why the entire sunroof would have to be replaced due to how it's constructed. Funny how it only took 5 minutes for them to figure that out after I complained that I was sitting in the lobby for 2 hours with no information. Obviously I told him I couldn't afford $2900 and would decline the fix. He then left without saying another word about the results of the multi-point inspection or the wheel alignment. 35 minutes later, he came back out to tell me the car was done and asked if was I paying cash or credit. Wait! What about the multi-point inspection? What did you discover? What else might my car need service-wise? He proceeded to start the financial transaction without even walking me through the service invoice. I told him I wouldn't be paying for anything until I could see what happened in the multi-point inspection and what service my card needed. I read the service report myself. He did not attempt to walk me through it, as is customary before check out. As I was reading, he told me I needed new tires and they were running a special if I wanted to replace them in the near future. What he didn't say, but I read in the service plan/invoice, was that the cabin and engine filters needed to be replaced! I asked why they would need to be replaced and he said they get dirty and affect the performance of the car. "Are mine dirty?" Yes, he said. But why did he not come to me in the waiting area and tell me this in the 2 hours and 45 minutes I was there? He said it was because he knew I was in a rush to leave. I NEVER told him I needed to leave, I only told him I was annoyed that he left me sitting there for two hours with no updates. Then, for the final insult, after I paid the invoice, instead of handing me my keys, he dangled the keys in front of my face and didn't even tell me where my car was parked. I asked him where I could find it and he said "out the side door". What side door? The entire place had been renovated and I didn't know what he meant. He then pointed to the exit door where the mechanics were entering the garage. Why would I ever go back? I've never been treated so disrespectfully at TD. Unbelievable.

Scheduled an oil change and their techs took over two hours.
Service writer (Randy) was nice but inept as he could not not print out my paperwork (which I need for my company vehicle) so I called back two days later.

After three calls and reaching Randy's full voicemail, I still can't not receive an emailed receipt.

I will not shop (I purchased a 2017 Tundra) or use this service moving forward. And since this is a company vehicle, I'm not paying for the service but they are so bad, I won't be back.

Been using this service department since 1984 and until now have received excellent service. I scheduled 2 cars for service and brought in a 2012 Camry first. The place has been renovated and expanded to 6 garage doors and several more service writers desks-none of whom I recognized when I arrived-all filled with new people. I have never complained about anything in all of the years I've been coming for service, but let me tell you about my experience.
I brought the Camry first and met with a young service writer. Immediately she tried to sell me an engine decarb and a coolant flush which I declined and then asked for my serpentine belt to be replaced. She told me that they would check it out and see if it needed replaced and if not they wouldn't do it. You want to sell me services that aren't critical at the moment but don't want to replace a belt that should have been recommended to be replaced long before it reached 181,500 miles. I told her I didn't want to wait to be towed in to have it replaced. She conferred with the young man sitting next to her who told her to write it up. I was handed a quote for $120.00 which seemed reasonable. When she came to have me check out, the new price on the invoice was $238.49. She told me she made a mistake on the original quote. Would I have approved it had I been approached and asked if that was ok? Definitely not and would have been given a lower price like I've seen happen so many times before while in the waiting area. But I was never asked.
My wife brought my 2019 Rav4 in for a multi- point inspection. I met her at the car with a different young service writer who asked what we needed. I told him that car was in for a multi-point inspection. He looked puzzled and asked if I was buying the car. I then explained what the multi-point inspection was. He took me past the desks and told me to wait in the waiting room and he'd come and get me when it was done. About 30 minutes later he came and got me telling me my car had a "clean bill of health". I received no paperwork with this visit for this car (no checklist) or anything which made me believe the car was never looked at. I received an emailed survey only for the Camry which confirms the Rav4 was never looked at-just parked around the corner for a while. That is extremely concerning.
Both cases have severely damaged my trust. I mentioned my dissatisfaction in the Camry survey and expected someone would be contacting me but that never happened. So, the after-service surveys are useless. Unless I can receive assurance that this won't happen again, I won't be back for anything but parts. I sent this same message to a service manager and got no response. Clearly Toyota Direct doesn't care about its customers anymore.

Toyota direct are lying thieves they sold me a car knowing it was broke It took me and my sister calling multiple times for Sarah to do her job perry was a coward who would not get on the phone then they finally text me a tow number and guess what the company is closed now the car I purchased 2 weeks ago is sitting broke im stranded Toyota refuses to help me Don't waste your money then perry says call the warranty place seriously its been 2 weeks perry has the nerve to say can you do me a favor see of the horn works that proves perry and Toyota knows the car is broke I asked to bug yhr nissionuh uh we lost the keys I recorded my calls from my work phone whole My sister spoke be like me call six on your side don't let these people steal from you like they did me!!!!!!!

Sincerely
Veronica waller
By the way I will get my down payment back I won't stop I work 2 hard to be screwed over by a crooks!!!!!

Never had any problems. purchased two cars from them. other than a few minor service issues it's been really good. those service issues WERE minor. I guess I've felt with them about 17 or 18 years. my mom used them for service on her Toyota until she had to quite driving. no complaint from her either.

I purchase d anew Grand Highlander form here in January. The GH have major issues with infotainment center. This dealer claims its Toyotas problem and not theirs. Pathetic customer service. I had to file a lemon law claim against this dealer. When I took it in for service the 3rd time they didnt document the service making it harder for me to file the claim. They do not have any parts in service and claim everything is a one year wait on backorder. Just assume when you buy from here the vehicle is as is with no warranties. They did offer me 9K under KBB. Buyer Beware

Had a great experience with Darius our new car salesman. Professional and bent over backwards for Customer service.

We did have a bad experience with our daughter there a few years ago. Darius or "D" restored my faith in this dealership.

They moved their used car inventory down the street...I recently purchased a car from Dakota at Direct Drive (used car brand)
I found 2 cars online that I was interested in and called to inquire. I spoke with Dakota and set an appointment to see the cars. Cars were ready to test drive when I arrived.
Dakota was super honest about what he knew about the car I was leaning towards. We came to a fair deal without a lot of the haggle and "let me talk to my manager" garbage that usually happens when buying a car.
They had to do the detailing and fix a small maintenance issue so I picked up the next day. Dakota went with me to the car to make sure it was in good shape before sending me on my way.
Easy experience. Will absolutely shop here again next time I'm in the market for a car.

They are fine for sales, and never had a problem with the garage until recently. My wife took our Highlander in to check out a grinding noise and was told it needed a new rear differential, at a minimum of $5800 for parts and labor...and the quote said, "will still need rechecked for any other noise after replacement." I took the car to Harris Automotive in Westerville for a second opinion. It wasn't the rear differential, it was a wheel bearing. Parts and labor $750. I will never take a car here again, and probably won't shop here, either.

Definitely a good review for Toyota: by mistake, I left my rental car push-button remote/keys in my pants pocket and give them to my wife Pam to wash before our trip back home.
After the whole wash, we find them on the bottom of our washmachine... surprised they still work after being a the time submerged in water! I almost got a heart attack!