Wilson Toyota of Ames Auto Repair Service

The service provided by the technician was fine. The reason I selected NO is related to the customer service personnel at the service center. Since August 2022, we have received contradictory information on our scheduled service dates and services performed. Originally, I thought this was my error, but as time progressed and information during service appointments was discussed, I realized that wasn't the case. The second time we had service, we were told our free Toyota Care service was about to expire (incorrect); frankly, it's been one hassle after another. Yesterday, I was contacted with a request to move our appointment to an earlier slot today. I agreed. After our drive from DM to Ames, a service person said he'd check to see if the airbag replacement tech was still on site. That didn't get our visit off to a positive start ... basically, I was asked to come early, and when I did, the department wasn't sure if said technician was working any longer today? That's poor service and unfortunate. Then, the service schedule person said we hadn't been in for a service since "Feb of last year." I told her that wasn't correct, that we'd been in prior to that (in fact, we didn't get the vehicle until August of last year) but I couldn't recall the exact dare. She insisted it (the last service) was, commenting that there's no reason for the computer system to say otherwise. She later realized she'd made mistakes ... not last year in February, and only six months ago (this past June ,2023). We are now scheduled for May 2024 for our 20,000 mile service, which is interesting because we have 9,000 + miles on the car since Aug 2022. Somewhere along the way, I'm not sure when, but our car service got off its regularly scheduled course. We were told that's because we missed an appointment (and I'm not referring to today's incident), which is completely incorrect. That statement was called into question at another appointment when I asked for clarification; I was told then we didn't miss an appointment (and I knew that to be true), yet it still appears that either (a) this still hasn't been clarified to my wife and I, or (b) the service department has conflicting opinions on its scheduling. Either way, we are increasingly dissatisfied with service scheduling, conflicting information, and lack of clarity. Our technician told us what our next appointment would be for; yet, it was at odds with what we originally scheduled for May 2024. Therefore, when I come back next time, I will have absolutely no idea whatsoever why I'm coming in. We love Toyota products. We've been happy with Wilson overall, pleased with our salesperson and the financing staff; yet, the service department has a lot to be desired.

In addition, Diego Ospina did a great job explaining the issue and fixing in a timely manner.

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Having purchased many cars, Wilson rates the highest in all categories.

Kayley was incredibly warm and inviting I really felt like she cared about me and my vehicle. 10/10

Thanks

3 hour wait for an oil change and tire rotation is a bit excessive.

Erik communicated well and friendly and efficient.

You are the best! It’s not surprising that you are so highly regarded! Thank you!

Comments above

Kaley was wonderful to work with!

Thank you! Have a Merry Christmas!

It took waaay too long. I was there for over 1.5 hours to have an inspection done and tired rotated. Then after that they changed wipers and cabin filter and when I was told it would be 10 minutes, it was instead 35-40 minutes. Unacceptable.

It was a very good experience.

Pleasant to work with and very helpful

Customer service is always fantastic. Thanks Chelsea for making it easy and being so helpful.

Kaley is awesome with her customers! She is understanding, knowledgeable, professional, respectful and courteous. She should be commended for her service. Each time she assists me with my Cruiser, I look forward to working with her. Great attitude and great job, Kaley!

I made an appointment a week or two ago for 11:45 on 12/19/2023. I came in this morning at 11:15 and got the check-in text at 11:24 that my vehicle was checked in. After a very long day without my car and conversations with the team, I finally received my car and left the dealership at 6:15.

We must also give compliments to the shuttle driver who went back to the service area to get us the status of our vehicle’s progress

Why did it take almost 3 hours for an oil change?