Wilson Toyota of Ames Auto Repair Service

Good job

Since this was our first time being in for service on our new Grand Highlander purchased from Wilson Toyota I had no idea how long it would take for a service. Maybe in the future an estimate of time needed to do the rotate and inspection would be nice to know what to expect. The waiting area was nice but it was crowded. That’s a good problem to have but nonetheless was not what I expected after being to other dealerships in the Des Moines area. Other than that it was a good experience.

Thank you for the prompt and exceptional service we received in an emergency situation today. It was truly appreciated

Great service experience today. Service writer was personable and efficient. In the door at 7:00 am. In my car starting home at 7:47 am.

The mechanic left a shop rag under the hood of my vehicle. Just an FYI. I noticed it when I left the parking lot.

Really appreciate the Wilson Toyota service team

We were grateful that he found our filter behind the glove box. A mouse had made a nest it in ??

Well done!

Thank you. Looking forward to it.

Everything was good.

Everything was smooth and went great. Thank you.

Had to sit waiting for more than 3 hours. Those chairs are slippery so not very comfortable. I wished I’d had someone take me home but I didn’t want to be a bother. Was told we were double booked and it would be 2 hours. I understand that mistakes happen. I’m retired so time isn’t the issue; just wish I’d known it would be so much longer of a wait time. I would have gladly gone home and back or simply rescheduled.

Honestly, Jenna and the service department were awesome! But I do have a major complaint with The Body Shop. The Body Shop had my truck for over a month and a 1/2 and due to them. Closing at noon today picked it up at the service department. When I picked it up I had jenna come outside and observe my truc The entire inside of the truck is completely covered in white dust from the shop. There is also still damaged at The Body Shop did not repair. I showed Jenna these spots and she is going to help me on Monday. Talk to The Body Shop. I have been accustomed with Wilson Toyota for many years and I've always had good service and work done. But this is ridiculous. Having my truck for over a month and a half and not having it completely finished is unacceptable.. The gentleman I talked to in The Body Shop. This morning about my truck being ready was pretty rude as well. This kind of service never happened when la LONNY was in charge of the body shop. I am not a person who likes to complain but I am so dissatisfied. And I appreciate all the help jenna gave me today with the issues. I can't believe you expected me to pay my deductible with the work not even being completed.. Terrible Work

Trust is crucial when hiring someone to work on a substantial investment like a vehicle. I no longer have that trust in Wilson Toyota. I have experienced several loose wheels due to improper torque. That problem seems to have been corrected, however I now check over my wheels after every service. At one service it was recommended that I change an air filter that had been changed the day before. Now I have been told I need to replace my lug nuts. I have almost 40 years of experience in industrial mechanics and one of the departments I oversee is an extensive fleet department. I know the main reason for the failure of the lug nuts and had it confirmed by my staff. I can understand your service rep when he says that Toyota's parts are junk, after routine maintenance they begin to fail. Given the many loose wheels and your reliance on impact tools, I fail to see how it would fall to me to pay for them. You seem to have had a major turnover in your staff. I can say it has not been for the better. It will take some time to bring them up to speed. Lacking knowledge is an issue that can be overcome. Pour attitudes are ingrained and need to be removed. The customer can be educated, but once that customer perceives arrogance or a bad attitude that customer is likely lost. You can get away with the changes you have made for a while with people who are not trained in this line of work. Admitting mistakes and correcting them will go a long way. I think Toyota makes the best vehicles around which is only supported by the quality of the service department. Don't allow Wilson to go the way of Kmart, Sears, GM, Chrisler, or an extensive list of companies. They went cheap, concentrated on the bottom line, removed quality staff, failed to evolve, and lost the trust of their customers. Figure out how to keep and build trust with someone who spends $50 to $90,000 on a vehicle you maintain. I don't need a callback. Your service rep made it clear where you stand. I hope this helps you gain perspective and focus from someone who knows the entire industry well. All the best to you and your staff. Ron

You are always exceptional. Keep up the good work!

I waited for almost 3 hours for a routine maintenance. It doesn’t pay to schedule appointments. This isn’t the first time this has happened, every time I go it happens but this was way to long!!! Might be time to change dealerships.

Chiastiana was very helpful. After my wife’s surgery next month we are going to get very serious to meet with your sales man again about trading . We love your dealership

Great service. Thx????

11:15 appointment. Told the car would be ready in 11/2 to 2 hours. Were then told 3 hours and we asked to have the car so we could get to an appointment in Ankeny. Took the car and scheduled another appointment. At the end of 3 hours we received a text that the work was completed and we could have the vehicle. Not complaining, just want you to know your system has problems.

Wonderful service!!!