ToyotaTown

Unfortunately, I’ve started going elsewhere for service. I still have not received an acknowledgement or response to my concerns in my email from May 30. Dear Service Manager, I am writing to express I still have not received an acknowledgement or response to my concerns in my email from May 30. Dear Service Manager, I am writing to express my disappointment with my recent service experience. I would like to start by saying that I found the technician's video inspection to be very helpful. Being able to see the condition of the vehicle and hear the technician's explanation provided useful context and was one of the positive aspects of the visit. Unfortunately, the overall communication and customer service I received fell well below my expectations. According to the timestamp, the technician's video was completed at 7:21 a.m., yet I did not receive any communication regarding my vehicle until 2:38 p.m., and only after several follow-ups on my part throughout the day. As a customer, I should not have to repeatedly seek updates on the status of my vehicle or recommended repairs. When communication finally did arrive, it consisted of two text messages: one containing the technician's video and another containing the invoice for inspection and that my car was complete. There was no phone call or meaningful discussion regarding the findings, the recommendations, or the reasoning behind the proposed repairs. For example, I was advised to schedule an appointment in the fall and was told that the necessary parts would be ordered. However, no explanation was provided as to why both parking brake cables were being recommended for replacement when I was informed that only the left cable was seized. Was the right cable also inspected and found to be in a similar condition? If so, that was never communicated to me. I would expect a clear explanation of the diagnosis and the rationale behind a repair recommendation before being asked to proceed with future work. I have been a loyal customer of both Toyota and Lexus for many years and have consistently trusted your dealerships with my vehicles. Because of that long-standing relationship, I was particularly disappointed by the lack of communication, engagement, and customer care that I experienced during this visit. The technician's video demonstrated a level of effort and professionalism that was appreciated, but the service advisor's communication and overall customer experience did not reflect the standards I have come to expect. I understand that service departments can be busy, but proactive communication and customer engagement are fundamental aspects of good service. I hope this feedback is taken constructively and used to improve the experience for future customers. Thank you for taking the time to review my concerns. I would appreciate any comments you may have regarding this experience. Sincerely, More

Shawn helped me with my car needs for many years now. Each time I have a question, a thought, a request, he is always present, available and knowledgeable. His commitment to the customer and communicatio Each time I have a question, a thought, a request, he is always present, available and knowledgeable. His commitment to the customer and communication is very strong and appreciated. More

Great service that exceed my expectations . All done in time. Shuttle service was excellent. Great job! All done in time. Shuttle service was excellent. Great job! More

Staff are very nice and helpful. MJ always goes above and beyond explaining the work done on the vehicle. MJ always goes above and beyond explaining the work done on the vehicle. More

Loved dealing with Michael! He was prompt, professional and attentive! Answered all of my questions and concerns! Highly recommended! He was prompt, professional and attentive! Answered all of my questions and concerns! Highly recommended! More

It was an absolute pleasure dealing with Sylvia! She was pleasant, attentive and very professional! A big thank you for all the help! She was pleasant, attentive and very professional! A big thank you for all the help! More

Excellent Service and great people. I would not hesitate to recommend Toyota town to my friends I would not hesitate to recommend Toyota town to my friends More

I wanted to share my experience with ToyotaTown in London, Ontario, from the day I purchased my car to the day I received it, and through my most recent visit with their service department. From star London, Ontario, from the day I purchased my car to the day I received it, and through my most recent visit with their service department. From start to finish, everyone I encountered was professional, kind, friendly, and helpful. The sales team made the purchasing process smooth and transparent, keeping me updated throughout the delivery timeline. When I finally received my vehicle, it was in perfect condition and exactly as promised. Most recently, I brought my car in for my first service appointment. The service department was equally impressive, my service advisor was courteous and knowledgeable, explained everything clearly, and the entire team worked efficiently to get my vehicle back to me without delays. More

We are very excited about our new Toyota BZ! ! Our salesperson Shawn was amazing. Shawn is a funny character, making us laugh and smile. Shawn made us feel very comfortable through the buying ! Our salesperson Shawn was amazing. Shawn is a funny character, making us laugh and smile. Shawn made us feel very comfortable through the buying process. , Shawn’s knowledge about the BZ was impressive. I would highly recommend buying from Shawn at Toyota Town in London. Two thumbs up 👍🏻👍🏻😀 More