I don't normally write reviews. I had a 6-day negative experience at this Toyota Dealership over my car's electric water pump and temp. sensor replacement. My check-in was efficient and Emily in Service was gracious and did all she could to help, but nearly all the involvement from management was unprofessional or incomplete.
I have a 2010 Prius that I bough as a cert'd pre-owned from a dealership in 2012. I've only serviced it at Toyota dealerships. After dropping my car here on Friday morning, the service dept. called me and and said they couldn't figure out the problem, and asked if I would be willing to pay for 3 hrs of diagnositics on my car after initially being told it would take .5-1hr. We split the difference and agreed on 2 hrs' of paid diagnostics.
After a half-day with my car, they told me the solution was to rebuild my engine. This would cost as much or more than the car is worth.
Off and on, I spent 2-3 hours on the phone with a manager and was eventually told to replace my water pump and temp sensor, and not rebuild the engine. The communication was so poor I called Regency Toyota who I worked with before we moved across the city, and asked if they could help me make sense of what I was being told by Destination.
Destination asked me to leave the car for the rest of the day and I was told to come get a rental. The next morning I was told that the tech was out sick and I was asked to come back 2 days later to get my car. I get it -- it's a pandemic. I have no issue with people staying home if they're sick.
On Monday I was called and told they'd ordered the wrong part and they needed my car until Tuesday. We had to take our baby to the clinic so I asked them to find out if my partner could also drive the rental, but Destination didn't call me back about that.
On Tuesday evening I came in to pick up my car. Because the service department was closed, I was told to pay and get my key from the sales department. The sales department didn't want to handle that, and told me the person who returns keys was 'out on a delivery' and I should wait for them to get back but 'it could be more than 20 minutes'. I left with the rental.
I emailed the GM and head of the Service Dept. They didn't reply.
When I went on Wednesday (6 days after dropping off my car), I introduced myself to the GM. He apologized and said the receptionist working in the sales department needed more training. He said he wanted time to digest what I'd emailed him and his Service Dept. head. I didn't hear from him again.
I was told my bill for parts and labour came to just over a thousand dollars and they took off 44 dollars, so I paid 956 in the end. I got a 4pc. discount.
I love Toyota and have had nothing but good experiences over the last decade. All the other dealerships I've worked with aced it.