Norm Reeves Toyota of San Diego Auto Repair Service

John was warm, friendly and efficient. Thank you.

I’m being charged $70 for an oil change that I never asked for. When bringing my vehicle in, I asked for a service check of the vehicle and specifically to see what’s wrong with the power steering. I have an oil change 2 weeks before bringing the truck in so there’s no reason for the oil change to be done.

Thank you!

Good

Karina was great, and explained what my service was today, as well as how worn my brakes and tires are, so I can be prepared for future services. My car was serviced much faster than I expected for a walk-in, and the whole process worked very well. I love that there’s no surprises & I get updates on the car.

When I arrived at 9:55AM for my 10:00AM maintenance appointment I asked the service advisor, Richard Pomplun, the estimated time it would take to have the maintenance completed. He said about three hours. I initially agreed to that time frame and decided to wait. At 12:30PM, two and half hours into the appointment, I asked Mr.Pomplun for an update on the car. To which he nonchalantly said it would be another hour to an hour and half. Not wanting to argue, I accepted the update for what it was and went back to waiting. TWO HOURS LATER, at 2:30PM, with no sign of Mr.Pomplun anywhere (apparently on lunch break) I asked another female representative for an update on the car. She said it should be done by now and after making a call, I assume to maintenance personnel, said they would wrap it in about five minutes. THIRTY MINUTES LATER, it is now 3:00PM, with no one reaching out to me with an update, I go back to the female representative who had my paperwork ready. I signed what I needed to sign, paid the bill and once I got the keys I rushed out to the car with my baby. When I sat in the car and looked at the time, I had been waiting for over 5 HOURS at this Toyota Dealership. To make it clear, my issue was not the wait time, but how the initial time I was given was completely disproportional from the actual time I waited, not at all made better by the lack of ANY communication or updates from Richard Pomplun or any Toyota representatives. I left with a feeling that had I not inquired about the status of my car, I would have easily ended up more time waiting around for a representative to be bothered with me. Not at all the customer service I expected to receive from Toyota.

Great customer service!

Denise was very helpful assisting me in getting my truck service accomplisher.

The team should have asked if I have been to this place before or not. Nothing was explained to me, as far as how the process would go, me getting a link via text to read the diagnoses. My phone battery was low & I wasn’t aware that I needed to check my phone for my car progress. Then I didn’t know they offer shuttles & where the shuttles go. I just sat there for 2 hours which I could have ran some of my errands. So it would have been nice had the customer service had explained how this place runs.

Great service and good explanation about the things that are needed to get done thanks.

Very accommodating. Was willing to go the extra mile

John Bautista is an exceptional and professional Person in providing services for his customers. He is polite in his approach to customers and educate them about the next services. I am sure this person will go up to higher management. He has already demonstrated his admin skills. I am sure he will keep up …

Upon completion of the service I noticed scratches on the right passenger side panel under the hood. I tried contacting John Bautista by phone and txt but he did not respond. I purchased the new Grand Highlander at your dealership last year and am very disappointed that the car was retuned scratched. John also informed me that he would schedule an appointment for the safety recall and software update after completion of the service when I reminded him he said he would definitely call me at the end of the day regarding the appointment. No call yet. I finally got a hold of Alex De Bella in the internet sales department who requested a pic of the scratches and he would forward it to service manager to handle the issue. I would appreciate it if this matter could be handled responsibly and appropriately in a timely manner at your dealership. I would still like to continue taking my Toyota Grand Highlander in for regular service for many years at Norm Reeves. Thanks Moeen Navrozally ****-****-xxxx

Good service

Continue on thriving and make customers happy

Still have my truck and not getting my questions answered. It is wayyyy to automated and would like to talk to a real person. Loved you guys before. Not sure what up now. Very disappointed

Richard was very thorough in explaining things related to my car.

Job was done very good.Thank you Simona

Great service, thank you.

I know Robert made sure that no **** was left unturned to determine why my new Hybrid Rav 4 had an electronic glitch. I felt reassured. Time will tell. Hybrids are new to me and now I know all these chips come with a new set of things to think about and prepare for. Thanks again for being there for me as in the past. And please thank the driver who took me home. We had a great conversation.