Hartford Toyota Superstore Auto Repair Service

Perfect as always

La pieza que aguanta la batería se extravió debido a que me dejaron la batería suelta y hizo contacto y comió fuego ???? por poco mi guagua se me quema Me tienen que pagar los daños que tuvo mi vehículo mañana pasaré por el dealer para hablar con el manager sobre esta situación tan incomoda me siento bienndecepcionada con su servicio

Kyle was professional and thorough

Steve Elliot was cordial, willing to answer all my questions and concerns and made the visit from beginning to end a most satisfactory time. I would highly recommend Steve Elliot to my fellow friends and family who are Toyota vehicle owners.

Its always a pleasure getting my car serviced great crew at Hartford toyota

The service that Kyle give is wonderful. Kyle treats his customers with respect and very nice person to do business with.

Your service department and customer care are so good! My experience With bringing my car in for its 30,000 mile check up yesterday was very easy. Thank you!

Thank you for allowing me to drive in peace

Cesar Gonzalez was awesome he was prompt and precise very nice guy you guys need more guys like him thank you very much.

Steve Elliot very professional and courteous.

Wonderful job, personable.

Perfect

I made my appointment well in advance but was told when I arrived that they were running late and it might take 1&1/2 hours to get my oil changed. I waited for 3 hours. I was disturbed by the number of employees not wearing masks and walking through the waiting area. I also had asked that a bolt be checked and was discouraged that it would just lead to an expensive repair. Finally, I wasn’t given a print out of the multi point inspection because he couldn’t get it to print, at that point I just wanted to leave.

Steve was sociable and treated me well. Since I did not see the service personal I Cannot comment on them.

I waited there for 2 and a half hours for a tire rotation. There was a woman yelling and being loud while I was waiting too.

My only comment is that there were people from both your front office and from your service area that walked around not wearing mask and this made me very uncomfortable. I wore a mask the whole time I was there so why can’t we get a commitment from your representatives to wear their’s. Ridge

Caesar was not great to work with. I had an appointment for 12:00 and dropped off the car around 11:30. He said my car would be ready in about an hour and fifteen minutes. I told him I was going to run some errands and asked if he could call when it was ready and he agreed. At 2:00 I did not hear anything so I called to check in and talked to a woman who said that Caesar was busy and that he would call me back. I waited until 2:30 and did not hear anything. I attempted to call back several times on 3 different phones but could not reach any one else at the dealership. After this I decided to head back to the store figuring that after 3.5 hours that it should have been done especially after hearing that it would be done in an hour and fifteen. I get back to the store and Caesar tells me that my car is still not ready. I asked him why he did not return my call and he did not have an answer. He said that you prioritize people who are waiting in person but he did not tell me this in advance and did not apologize for any miscommunications or lack of contacting me. He said that my car would be ready “soon” and I had to ask him what that meant. He said it would be 15-20 minutes. I waited outside until my car was ready and once I finally got my car and paid I realized my car antenna was unscrewed and left in my passenger seat and there was no sticker replaced for my next oil change. It was annoying to see that after waiting 3.5 hours for my car that everything seemed to be done so lazily. When I got home I realized that even my fluids weren’t fully topped off in my engine. I only came here because I had heard such great things about your dealership but the lack of communication and inability of your staff to take any responsibility for their actions was frustrating and wasted my time. I think you should train your staff more on customer service and work on communication with customers. Due to this I will likely be taking my business to another Toyota dealership in my future. I hope that you can change your ways so this does not happen to another customer.

Steve did a nice job of explaining my options for me before I decided what to have done without a lot of pressure

1. I had requested my car was not washed, I do not bring my car to automatic car washes and the car is only hand washed by myself. Once again despite this request the car was washed leaving it looking worse then when it was brought in. Steve didn't seem to care that this occurred despite my concern and aggravation regarding the issue. 2. I expressed that I wanted my fog light bulb replaced as its been out for some time. Steve mentioned these bulbs were expensive but I decided to go forward with the replacement anyways. The bulb I was charged for was $44.85. Upon getting home I looked up the part number on parts.toyota.com. Toyota's price was $28 for the same bulb and the buy online prices from nearby dealers were even discounted further. I have no problem paying for the labor required for staff to install parts and service my vehicle but the mark up on a single light bulb is much higher then I would expect.... Especially when other local dealers have the part discounted past Toyota's retail price. 3. I was disappointed that while almost all customers were wearing face masks properly I saw many dealer staff not wearing them correctly or not at all while walking around the waiting area. While I understand that some of the staff may not interact with customers/clients It would be nice if that at least wore them in a public indoor area. I will also note that when I got home from my appointment I attempted to contact the Service manager, I left a voicemail. I have not heard back as of this point. This was a very disappointing experience. I purchased my Highlander from this dealer and it has always been serviced by this dealership.

It has become a bit frustrating that the oil changes have become 2hr experiences. Normally I don't care but when I'm stuck having to wait outside in the heat because I can't were a mask then yes things need to be a bit smoother or a place provided for those who are stuck with this problem. I wasn't the only one.