Gateway Toyota

I bought a new Toyota Highlander from the dealership in 2022. The sales experience wa great. Service afterwards, however, has been a constant issue and continues to decline. 1. My trunk liner was not avail 2022. The sales experience wa great. Service afterwards, however, has been a constant issue and continues to decline. 1. My trunk liner was not available at the time of delivery. It was covid times, so I understood. I was told that I would be called when it was in. I never received a call and when I followed up, they had sold my liner and had to order a new one. 2. I was noting an issue with my transmission during specific rpms. The service advisor arranged to have me do a diagnostic drive with the foreman, to replicate the scenario. I was told to drop off in the morning (pre 8 am). I arrived and was told the foreman wouldn't in until close to 10 am, and did I want to wait? Umm. No.... why book me in this early then?3. I've never had service wash my vehicle, return my settings, or clean my mats. My previous dealer would do one of those items, and return my settings, as best as possible.4. This was the straw that broke the camels back. I booked for a regular maintenance service and asked for my tire pressure monitors (TPM) to be reset.  When I picked up my car after service had closed, I noted new scratches on my vehicle and the TPM sensors weren't reset. I emailed the dealership that night and dealt with Doris the Service Manager in subsequent replies. Doris was dismissive, and often argumentative. In the end, she offered to have a tech buff my vehicle out of goodwill. A nice reply to me could have said, "i understand that you're unhappy with your service and we want you to be comfortable with your service here. We can have a tech look at the scratches and buff them out for you." I would have been happy. Instead it took emails of her arguing that the videos showed nothing (the walk around video definitely showed no damage on the hood of my vehicle), and my car was on two diagnostic test drives, in addition to sitting in the lot without video. I don't expect the dealership to admit fault, or an apology, but how i was spoken to was unprofessional. Never did Doris pick up the phone either, so we could have a logical conversation. Regarding my TPM reset (or lack thereof), Doris stated that my tires arrived with different pressures, and that they topped up the air "free of charge." Good grief, I should hope so! Never has a dealership charged for that service during a maintenance service on one of my previous vehicles. During that service, I was told the vehicle would be washed (it wasn't, and some of the new scratches had the dirt wiped off as if someone was trying to see how bad it was). In addition, my paperwork stated they called with a quote and update in the morning. They had not - I didn't receive an update until 1 pm,  when Iwas told that they would require my vehicle for a second day. On the second day, I failed to hear from them at all, and had to call them in the late afternoon. I don't care about the wash. And politely offering, and buffing out the scratches would have been enough. But the tone and method in which communication was given was not ok, and my trust with the dealership was at a breaking point. I went out and bought a new Mazda and traded in the Highlander. I've never gotten rid of a car that was so new before but, the stress and hassle of dealing with Doris and Gateway Toyota was enough for me to go elsewhere. Avoid. Avoid. Avoid. Doris would benefit from some additional training on customer service, and perhaps a verbal judo course to ensure her language de escalates a situation. Parts Desk could use additional training on customer service, and a new method for tracking arrivals and communicating to their waiting customers. Edit - wow, how is Doris still employed, or hasn't received corrective training yet? Gateway Toyota, we can't all be the problem here. More

It sounds incredibly frustrating to have such a long wait for Toyota Sienna XSE, especially after paying my deposit and being a loyal customer for a decade. Getway Toyota lack of communication and failure for Toyota Sienna XSE, especially after paying my deposit and being a loyal customer for a decade. Getway Toyota lack of communication and failure to deliver on their promises is disappointing. On other Toyota dealers in Edmonton, you may experience a delay, but in this dealership, it seems nobody cares. Now, I moved to Mitsubishi, where the dealership is way better than Toyota dealership in terms of customer service, reliability, and price. If you stick to Getwzy Getway Toyota, you missed a lot. My advice is: Do not give your business to those xxxxx. More

Rude service management department , Following senseless protocol's which makes client suffer and pay. will suggest to no go shop. protocol's which makes client suffer and pay. will suggest to no go shop. More

Waited in line for 35 minutes for scheduled appt. Horrible. Then three hr for oil change. Bad bad bad service. Horrible. Then three hr for oil change. Bad bad bad service. More

I warn all customers to avoid Gateway Toyota's service department. I took my vehicle in for a full detail package ($320) where the service advisor had to tell me any small scratch that I could not feel wi department. I took my vehicle in for a full detail package ($320) where the service advisor had to tell me any small scratch that I could not feel with a fingernail would come out. After having my vehicle all day, I returned to find that the vehicle was in worse shape than when I dropped it off. There were still bug marks on the front bumper, and the few small scratches were not even touched. The detailing manager, Cole, tried to justify the poor work by wiping it down with a microfibre towel. I then waited over an hour and a half to meet with the service manager Doris. She confronted me aggressively and brought me into her office where she contnued to lecture me on how I was the problem and how the car was detailed correctly. I've read in other reviews how she uses this tactic in dealing with other unhappy customers to pressure them into paying for terrible service. I explained to her that the car was not cleaned correctly, yet, she continued to put the blame on the customers expectations. She then told me" You can either pay the full price or well go to court". Not a great way to deal with poor service. The only good thing that came from this situation was involving the General manager, Chris, who refunded me a small portion of the service costs. I would stay far away from this dealership due to Doris and her lack of customer service skills. Her tactics to pressure customers into paying for unfulfilled services are very unprofessional. More