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Rafael Segura

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Rafael Segura

Service Manager

Charlesglen Toyota

7687 110 Ave NW
Calgary, AB T3R 1R8

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1 Review of Rafael Segura

December 07, 2025

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It was a 5-star service when I bought from this dealership. But the first service was terrible and unacceptable. I bought the four-year Platinum ECP for my 2025 RAV Hybrid Limited and I was told 6 dealership. But the first service was terrible and unacceptable. I bought the four-year Platinum ECP for my 2025 RAV Hybrid Limited and I was told 6 free services in three years totally free including oil change. The first service, they charged me $153.93 for oil change. Then I was told the ECP does not cover oil change for every service. It was because the Hybrid model, oil change every 16,000 KM. The owner's manual and the Toyota website specified every 6 months/8,000 KM. So, think it over before you buy their ECP package. My friend bought a Hybrid Sienna from them and oil change was free. I really don't understand, and lose the trust of Toyota. They screwed up my booking schedule and I had to wait 3 and a half hours for the first service. More

by Tom

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Dec 08, 2025 -

Charlesglen Toyota responded

Good afternoon, Tom, Thank you for taking the time to share your experience. I want to sincerely apologize for the confusion, frustration, and inconvenience you encountered during your first service visit. This is not the level of clarity or service you deserve, especially after trusting us with the purchase and ongoing care of your 2025 RAV4 Hybrid Limited. Regarding your Platinum ECP coverage, I am very sorry you were given inconsistent information. You should always receive a clear explanation of what is included before and during every visit. For Toyota Hybrid models, the maintenance schedule is different from gas-only vehicles. Hybrids follow a 16,000 km interval for oil and filter changes, as set by Toyota Canada. Because these intervals are set at 16,000 km, the oil changes fall only on your 2nd, 4th, and 6th services. Your 1st, 3rd, and 5th services consist of tire rotation or exchange, along with a full inspection of your vehicle. These are still part of your regular maintenance, but they do not include an oil change. I recognize this may differ from what you originally understood at the time of purchase, and it absolutely should have been communicated to you accurately and transparently from the very beginning. I also want to sincerely apologize for the scheduling issue and the three-and-a-half-hour wait you experienced. That is unacceptable, and I take full responsibility for the inconvenience it caused. No guest should ever feel uncertain or misinformed during their service appointment. Your trust is incredibly important to us, and I would appreciate the opportunity to review your ECP plan with you personally, go over what is covered moving forward, and look into the charges from your first visit to determine what support we can provide. Please feel free to contact me directly at your convenience. You deserve clarity, consistency, and a service experience that reflects the confidence you placed in us when you chose our dealership. Kind regards, Rafael Segura Service Director Charlesglen Toyota 403-241-0889 Ext. 624 rafaels@charlesglentoyota.com