Toyota of Puyallup Auto Repair Service

Hello, I brought our Highlander in back on December 26th, 2024 and specifically called out over the phone and in person that we discovered a significant leak in the driver’s side rear of the panoramic sunroof that caused my son’s car seat to be saturated with water after it had rained the previous night. We noted as well that we had it parked in our driveway on a slight incline with the nose up. This was serviced under Nicolas Galletti. We were told when we picked it up on December 28th that there was debris found in the drain tubes and that the issue was resolved. We were charged $600 minus a 20% discount with a coupon I had received in the mail so we paid $528.48 out of pocket. We were told if there were any issues in the future that they warranted their work for 1 year. On January 10th, 2025 it had rained the night before and we discovered my son's car seat to be heavily saturated with water yet again so we called back to reschedule another appointment to bring it in. We dropped it off on January 15th, 2025 at 9:30am with Kennedy Golden and then received a voicemail that same day at 5:07pm stating the car was fixed and ready for pick up. I called back and spoke with Kennedy asking if she could explain what they did differently this time that would guarantee that the leak was in fact fixed. She then informed me that they were actually unable to fix the issue any further because it is actually a known issue with this model of Highlander whenever you park it on any incline with the nose up. She then stated that it was a design flaw by Toyota and the only solution was to park on a level surface or always park with the nose/hood down. I explained that this was not a viable option or solution and now I am frustrated that we paid for a service that didn’t actually fix the issue at all. Upon further investigation and review, this issue has been happening with all Highlanders from 2016-2019 with this trim (panoramic sunroof) and Toyota hasn’t done anything to fix it. Some people have even had their insurance total their vehicles due to excessive mold damage. I am very upset with how Toyota has handled this and that they have not issued a voluntary recall or designed a solution and I am even more upset that Toyota of Puyallup willingly charged me for something that was a known issue and it was not disclosed to me until after I’d paid for a service that was not going to fix my problem. I want to know what you are going to do about it to make things right. Please call me back at your earliest convenience at ****-****-xxxx Sincerely, Adam M

Great customer support. Appreciate his honest communication.

Everything was fine, service was fast

They were very helpful with the car rental and the service to my car

Overall awesome experience!

Andrea is professional communicative. I feel she is an asset to your company.

Good wait time, very friendly employees.

Good service

Mr. Henry was professional, efficient and explained everything well. My first time at ToP, and I look forward to coming back.

All went well with the service on my 2001 Tundra. I am curious about why my very old, but much loved truck would be a vehicle that your business would want to buy. It is paid for. The license tabs are under $150. If I sold my Tundra, what would I drive?. As a retired school teacher and a widow there is no way I could ever afford a new vehicle.

Thank you. I wish a car wash was available but appreciate the coupon to brown bear.

Isabella was efficient and professional, with a pleasant attitude.

She was very detailed in her explanation of the service and what remained in my plan as well as what upcoming services the car will be needing. Also very pleasant to speak with personally.

They did a very good job Thank you.

Quick and friendly service

I am going to look at other cars as well as contact Costco auto department.

Very kindly explain.

She was an excellent advisor!

All advisors were helpful, even if they did not help me originally. My Sienna runs better than before so the dognosis and fix for the check engine light were correct. Great service every time. Thank you!

Muy satisfecho