Toyota of Puyallup Auto Repair Service

Staff and service were fine and cost is too high!!!

Great job

She went above and beyond explaining the glove box problem.

Had a few issues but Rebecca took good care of me and made things right.

I randomly happened to have "Nic" as my "Check-In Guy" this morning, after not having been there since last "May 2024," and he was extremely belligerent, and openly rude, apparently very angry that my services were free, even though his Boss had been the one to make that decision, and there had been very specific reasons why they were free. That behavior and attitude were unacceptable, but I'd tried explaining to him anyhow the reason why they were free, and he'd then tried to say that his "Service Manager, Rich Conley" had deliberately never gotten back to me for 5 months, which "Rich" had earlier indicated was not the case; "Rich" had said that he didn't recall ever having seen my "June 2024" email, and apologized if his staff had dropped the ball. What made it even much worse is that "Nic" had done all of this very loudly, and in front of all of the other customers and employees, which is a huge "No-No" in any industry, and is an instant "Customer Service" fail. I would say that he, and maybe all of the staff, need to have a "Refresher Course" in "Customer Relations," and in how the world of business operates. What turned things around is that I'd started talking about how a friend of mine, who owns a house next to "Puyallup Larson," had been solicited by them, to purchase it, as well as her next-door neighbors home, and she had said no, and in fact is saying that she will never sell to them, and the house is actually actively on the market right now, and she and her husband have moved into the "Co-ops," next to the "Puyallup Costco," while the house is up for sale. That had unexpectedly calmed "Nic" down, and in fact he'd then said that the church next-door to "Toyota of Puyallup" had turned down "Toyota's" bid to purchase their property too, even with the additional incentive of offering to build them a brand-new church elsewhere.

I need to say something tho. There was a customer speaking to a service advisor while I was in the lobby. And the service advisor was not being clear with the customer. The service advisor kept saying to the customer “like I already said” to the customer. When the customer questioned him he said it twice more to the customer. Being in customer service for the past 20 years and speaking from knowledge, this is the worst and most off putting thing you can say to a customer. I could not believe he was saying this to her as I am sure she couldn’t either. I would guess she won’t be back, based off this one interaction. Something is always to be learned….

All except tire warning light was on, all tires were low.

You all are great

Isabella was awesome! Well done! Thank you!

Benejamen was very pleasant to work with and made sure everything was completed. He kept me informed and even spoke to my guy by phone. Thank you!!

The part worn out on my vehicle was not replaced but merely heavily greased. This is the second time my vehicle was in for the same item. I’ve had to take time off work for this only to see incomplete work

I'm not sure if it's a Toyota issue or your service department issue, but it makes zero sense to me how I have a check engine light come on with a detailed explanation on my dash & your service department underestimated the cost to repair by over $900. Rebecca claimed I was getting a discount but the fact is I wasn't going to pay for the service at all because the information was inconsistent. First it was a EGR valve, then it became a ECU thing, I don't understand how you can't determine the ECU was faulty after the initial diagnosis that I paid $200 for. I don't trust your service department and I don't feel like I was treated fair nor do I feel that what I paid was actually for the issues at hand. I know Service departments get a commission for adding on extra services so if that's your standard for care then Rebecca exceeded it & deserves a promotion. But as a future customer, I'm not the one. I'll find a more honest service provider to help me with my car going forward.

Izabella is great and very professional!

T

Jess was Mindful considerate

My only comment would be to call customers and let them know when they can expect the vehicle to be done. Particularly if the original estimated time comes and goes. Just good to know the status of the vehicle and have those updates.

Very helpful. Time estimate accurate. Would hope to work with her again.

I was completely satisfied with my service today.

Staff is very kind

My complaint has nothing to do with Rebecca Stanford’s service, she was helpful and pleasant. The way the service department is run clearly has issues. I don’t think leadership at this location know the words customer service, communication, or transparency. My service didn’t even start until nearly 3 hours after I arrived. That is poor management in terms of scheduling, staffing, and the lack of communication I was provided during the experience. I have spent more time waiting at this service center for three basic oil/tire visits than all 10 of my previous Mazda services combined. So I know a dealer service center can get these things done efficiently. Again, Rebecca did what she could do and was not the issue. Your service advisors should not be have to be the face of incompetent management.