Norm Reeves Toyota of San Diego Auto Repair Service

I left 3-4 voicemails during the week of 5/30 to ask if the parts had come in yet that y’all had ordered for me back on 3/5. Didn’t get any calls back then called again on 6/7 and the employee I spoke with said the parts had been there for a while and he wasn’t sure why nobody had called me. Really frustrating situation, to be honest. My service on 6/15 went smoothly though when the gentleman called me to let me know my car was ready to pick up, he asked if I wanted him to put on the replacement wheel cover that he saw I had in my front seat. I told him that’d be very helpful and let him know I’d be able to come back in an hour to get my car. Unfortunately when I arrived, the wheel cover hadn’t been put on but it is what it is.

It was easy & a good experience

Everything went as expected. Good communication, and no problems. Thanks.

My questions were not answered by the person who was there when Javier was on lunch. She was impAtient with my questions and told me to call Javier. I called him twice the same day of my service and got no response. As far as I can tell they did not provide tire rotation which was supposed to be part of the service. I was quoted a price for 4 tires and verbally told I needed 3 tires which I was told could wait till next service. Were the tires rotated? Was the air pressure of the tires checked? I will be trying to find a service provider with better communication.

Impressed with John R my service writer

Javier is very personable. I am happy with the service and how my expectations were satisfied. Sometimes follow up is a bit slow but I still appreciate the service.

Javier is always amazing!

Well to be honest I didn’t understand the cost My last service cost me 35-40 dollars But for some reason I didn’t understand cost me 316 dollars? Apparently when I had my car serviced they too off the oil NOT change it ? After 10,000 miles it’s changed not topped off? Sounds half **** to me.

I need to know how to unplug my charging cable when I makes a mistake of getting in the car and trying to start it when the cable is plugged in. There seems to be nothing I can do to turn off the car and unplug the cable. I discussed this problem with John but still don’t have an answer.

Mr. Javier Hernandez is the BEST Costumer Service Staff for my 10 years relationship with Toyota. He supports my thoughts, advises and manages with timely manner. That’s the real care. Many customers will want to back to the car dealership, because there is the one who cares our cars and our thoughts. Always outstanding job to Mr. Hernandez and his mechanic experts. Truly do appreciate to Norm Reeves Toyota San Diego.

After my repaint on the truck I noticed some paint chipping on the front of my hood and two scratches on both headlights that look to have been from re-assembly. The panels and doors that were painted look and feel great

ok

I was updated in a timely manner. Very friendly service and my auto needs are always addressed.

I dropped my truck off today at about 9:45 am which was my appointment. I waited until just past 10:30am before I was helped. I finally talked to my service advisor and explained I needed an oil change and that the engine was making a squeak noise when the engine was first started in the morning. He said they would need the truck all day which was fine. Then he said that he would be texting me about cost etc. which was strange for me as I have been coming here for over 10 years and cost/work has always been discussed before I leave. So, I leave and I don’t hear back from anyone until 3PM saying they haven’t forgotten about me. The service department closes at 5pm. The service advisor then proceeded to text me that I can look at my inspection and that I had a battery issue. They couldn’t find a squeak in the engine. I tried calling multiple times and no one picked up. I finally called the dealership to get transferred to my service advisor. When I was able to actually talk to a person in lieu of a text message it became clear to me that they had not spent any time on my vehicle prior to 3pm. I was then told that if I wanted them to track down the problem I had to leave my vehicle until Monday. I need my truck for work and this was the only day I could bring it in. I am very disappointed in the service I received as I have been a long time customer. I WILL be finding another Toyota dealership to service my vehicle. You have lost a long time customer. It feels like my service advisor went out of his way to make sure I knew that I was not an important customer.

Teresa

I love Toyota company to serve it very good

John R. The advisor was very patient and doing his best to answer any questions I may have. He got me a rental car but I was still super anxious to get my car back and finally they got all services done. Great service department and thank you John.

It’s always a pleasure to work with Q Holt

Rosalina is wonderful! She is knowledgeable, friendly and efficient. She makes you feel like you are her only customer. I'd also like to give a shout out to Patricia Ochoa. She is welcoming and helpful -customer service at it's best. The first interaction your customers have in the service department and it's a good one!

Rosalina is very helpful, informative and efficient. Appreciate her getting me in and out so quickly.