Heritage Toyota Auto Repair Service

After servicing and changing my car tires to winter tires, I started observing loss of pressure in the front left tire. I came to your office, trying to have it checked. Your staff told me to schedule online if it persists. I tried scheduling but as usual, Heritage service schedule has a terrible backlog waiting list. Finally, I got the scheduled check today February 4. Your staff who checked it acknowledged that a bolt was left loosened that had caused the leaking. To my surprise, I was given a bill that I could not understand the justification for it. The loosen bolt was obviously from the tire change right there at your station. What is the justification for issuing a new bill for a problem caused by your staff who changed my tires and for which I had gone through significant stress and patiently waited to have it corrected? Your staff spoke to me today in an inconsiderate manner, justifying that I have been driving the car for thousands of mileage without even looking at the mileage record from the last service to compare it with the current mileage. I live on Pine Street and I work at the University of Vermont. I am not a traveler and there’s no way I could have driven the car for the claimed mileage. He was just focused on the time he spent correcting the problem and the appropriate amount I should pay rather than understanding my perspective as a customer. If a customer pay for a service, it is the duty of the service provider to deliver the service correctly and competently! A paid service (tire change) was not delivered correctly. I am being charged to have it corrected! What kind of service is that?????

Very happy with hetitage service. Judith H

Pleased with the service and communication, thank you!

From the moment I pulled into the service bay, Eldin was knowledeable, responsive, and communicative. He kept me apprised of the vehicle’s status and explained thoroughly any questions that I had. I commend Eldin on his dedicated work ethic and patient approach to client service.

Charity is consistently the best.

Caleb was great. All went well.

My previous experience with Brett was less than positive. He was brusque, bordering on rude and condescending. Perhaps he was having a bad morning that day, or perhaps he has accepted guidance about improving interactions with customers. In any event, yesterday he was professional during all of our interactions. He provided clear information and answered my questions. For example, when I asked him whether the work needed related to our emergency brake had been completed, he checked with the technician, returned and explained that the work had been completed and was included within another part of the day’s work. Thank you!

Nice guy

Thanks. Happy to share my experience.

I got my 10 thousand mile service on time paid to have a filter replaced and 2 days later my heat completely stopped working. This car is only 10 months old.

Went good.

Excellent customer service skills…..he should train everyone . We appreciated his treatment of us . He was very respectful, knowledgeable and kind. Honesty and integrity is hard to find these days! Caleb is a top notch employee! He deserves special recognition! Thank you, Ray and Denise C

I appreciated Eldin's attention to details around coordinating the service to happen. Polite and professional.

I did not appreciate the service rep telling me that Heritage was not responsible for my issue. He kept telling me my Sequoia was old and that things should break down. That is just bad-mouthing the Toyota brand. Very bad thing for him to say. Also said that this issue should have happened within a month of the timing belt replacement. That is ridiculous and a very inane statement. I don't drive this vehicle very often, so that statement makes no sense. It would be more relevant to say it should happen before a certain number of miles traveled. The rep also did not want to help at all. He said he talked to a manager two times, but I don't believe him. I asked to talk to a manager and he told me he couldn't find one. This issue was clearly a result of the work done on my vehicle. I had to get Toyota Corporate involved to get it taken care of. I have owned several Toyotas and all of them were driven 250,000 miles or more. Not one of them had ever had a radiator hose come off. I have a Sienna van now with 230,000 miles on it and have never had it in the shop for any repairs. I consider a Sequoia with around 170,000 miles to be barely broken in. I expect to get 400,000 miles out of it with no problem. Also, when I picked up my vehicle, the back gate window was down! How did that happen? It wasn't down when I dropped it off. He didn't even know how to get it back up. Also, the height control light was blinking. Someone pushed that button too. I have zero confidence in Heritage Toyota to do anything right. This has been a very disappointing experience.

Very attentive to my schedule needs. Good customer service.

Brett was kind, responsive, and helpful! He made my experience seamless, I hope to work with him again for the next time I need my car serviced!

She was so pleasant. She was able to answer my questions patiently.

Charity was awesome. Understood my problem and my urgency, got me into the schedule, and communicated promptly at every change in my vehicles status, and explained my repair and the bill. So appreciated!

All ok

The oil and filter were changed with precision. The multipoint inspection was also conducted with my complete satisfaction.