Kaley was excellent as the service supervisor. I appreciate her communication and customer service.
Concern was with Mechanical work. Rear brakes were recommended to be done at service check. Brought back and Calipers, Rotors, and Brake pads replaced on rear. Had issues with hot brakes, and carbon build up on tires immediately post service. This included worsening squealing when stopping. Brought back to be fixed a second time. During this service, front brakes were serviced, after service check said they were in good shape. A charge was provided for front brake service, then was appropriately removed when questioned. Kaley was helpful in addressing this.
Typically have quality worked completed on my vehicles, this experience did not illustrate quality mechanical work for price paid.
Finally, beyond this service, I have noticed since the new electronic check-in system introduced, wait times for various services have significantly increased. Process seems less efficient for the customer.
11/10/2023
Brett S. VERIFIED CUSTOMER
Great People and Amazing Service.
11/10/2023
Scot S. VERIFIED CUSTOMER
Long wait time
11/10/2023
Stacia W. VERIFIED CUSTOMER
I had let them know we were bringing in for seatbelt repair when I made the appointment but it took us waiting an hour for them to confirm we needed a seatbelt repair and now we have to wait for the part and come back. We live out of town and I expected this to be a simple one trip fix. Chelsea was nice. She couldn’t do anything about it
11/10/2023
Philip T. VERIFIED CUSTOMER
Another excellent service appointment.
11/10/2023
Evelyn K. VERIFIED CUSTOMER
Recommendations were severely overcharged, such as $88 just for replacing a carbon filter. I was also told beforehand that the full diagnosis was supposed to be around $120, but was charged $180.
11/9/2023
Mark E. VERIFIED CUSTOMER
Always great service at Wilson's!
11/9/2023
Jennifer V. VERIFIED CUSTOMER
My appt time was at 2. It was 4:45 when I left. For a routine service this was far too long. Not sure if they over booked appointments or what. Never has it taken so long in the 10+ years that I have been coming for service. May need to rethink next purchase location.
11/9/2023
John L. VERIFIED CUSTOMER
Kayle is a strong asset in your business. Thanks for hiring great people
11/9/2023
Ann T. VERIFIED CUSTOMER
I never interacted with Chelsea so I’m not comfortable giving a review on how she did.
. I think in general it was a tough day in the service department . Maybe short staffed? I left my car all day for an oil change/tire rotation/check up. Appointment time was 8:15am. I asked to have my wipers checked and replaced if needed. I was asked at 3:30 if I wanted my wipers replaced. I said yes and was told they were out of wipers, had to go to auto parts store. Finally left Wilson Toyota at 4:45. I’m wondering why I wasn’t contacted earlier in the day about the wipers. My cell number is on file. Others in the waiting area had similar experiences of very long wait times . I hope you would consider finding a way to plus your customers. While desk staff were helpful, never received a “thank you for your patience today” or “sorry for the delay.” The desk staff were good at giving updates on my car. It just wasn’t a regular visit. Hopefully tomorrow is better.
11/9/2023
Ida J. VERIFIED CUSTOMER
1:45 appointment finished at 4:47. I was told it would be 1 1/2 to 2 hours as they had some workers gone, but 3 hours was a long wait for a regular service.
11/9/2023
Gary M. VERIFIED CUSTOMER
3 1/2 hours for an oil change! Service advisor Trent was as accommodating as possible. Basically cost me 5 1/2 hours of my day. Would’ve appreciated a call or text offering the choice of waiting or rescheduling due to short staff. I look forward to hearing from management regarding this.
11/9/2023
David S. VERIFIED CUSTOMER
Only negative comment I have is that I wasn’t informed at the beginning how long the service would take. The longest it’s taken on some of these check-ins the past few times have been an hour or less. I wish I knew that it would take 2 hours and 15 minutes.
11/9/2023
John G. VERIFIED CUSTOMER
Too long for an oil change
11/9/2023
Jode E. VERIFIED CUSTOMER
He was very helpful
11/9/2023
Barbara B. VERIFIED CUSTOMER
The customer service that I received was not good. I was told my wait time for an oil change and tire rotation would be 1 1/2-2 hrs for my appt time of 10:45am. Other than the initial checkin text received I did not get another text for 2 1/2hrs and that one came because I asked at the front desk how long it was going to be. The lady at the desk was very nice and checked on the time and said it would be 15-20 minutes to replace the cabin filter and windshield washer blades. An hour later the service advisor approaches me and asked if I wanted the cabin filter and windshield wiper blades changed. By this time I was upset that no one had tried to contact me within a 3 hr plus window while I waited in the lobby for my truck to be serviced. I’m not sure why the service advisors don’t come up to me sitting in the lobby for updates on how long it will take. Past experiences have always been good in that regard.
11/8/2023
Carla W. VERIFIED CUSTOMER
Thank you so much for the great service today.
11/8/2023
Celedonio O. VERIFIED CUSTOMER
Great
11/8/2023
Scott B. VERIFIED CUSTOMER
2 hours for an oil change and tire rotation? I thought it was bad when I was told 1 1/2 hours when I checked in. There were very few places to sit in the waiting room and the pop machine didn't work. I heard multiple people talking about how poor the service was and I agree. If you are short staffed, change your schedule to avoid situations like this. Other businesses have made this adjustment as well. Disappointing experience is an understatement.