Kokomo Toyota Auto Repair Service

Jessica was very professional and helpful

OK with service

I loved working with Jessica! She was friendly, knowledgeable and so helpful. She was great at explaining the process and issues. I’ll ask for her the next time I bring my CR-V in!

Jeremy was very courteous, good communication, quick service.

Jessica was quite professionally helpful both days in explaining why my vehicle could not be repaired in the timeframe anticipated resulting in lending me a loaner at no cost. I returned to pick-up my vehicle today at the time stated & was ready & again treated with the utmost respect @ professionalism.

Very polite and nice. Great smile

The guys did not give up on finding the problem. Directed me toward the path of detecting the problem. Grateful for their persistence.

He explained things very well and was quite friendly!!!

Fix it right

Very good job. Very good with giving as detailed information as he could very patient and kind! Thank you!

Honest complete service. Arriving for a 2:15 appointment, I asked if it would take 1-1/2 hours. He said maybe a little longer because things had gotten a little behind. ( I thought maybe 5 but He texted at 4 to say car was ready. It really was only an extra 15 minutes good job on knowing time to complete.

What was supposed to be a simple oil change and tire rotation was unable. First upon “return” of my car I completed a walk around and noticed it looked like the left front tire was almost flat, then I noticed a scuff on the right rear black mag wheel that I had not seen before. There was dirt and dust on the tire near the scuff as if it had laid on the floor on the outer side of the tire and wheel. I suspected the tire and wheel had fallen against something to cause the scuff. I went in and reported it to Josh the service manager. I also informed him that I had just driven the car to the facility and did not have any low tire pressure indication on the panel. He then had me look at the video taken when I brought the car in to try to determine if it was a preexisting scuff but upon viewing the poor quality of the video he thought he saw a possible spot on the left rear wheel but then I asked if that was correct why would the left rear tire be moved to the right rear when radial tire are supposed to be only rotated from front to rear and rear to front on the same side. It was determined the spot he saw in the video was most likely just “lighting” glare. He then verified from the technician the way the tire rotation was done and he was told that it was done front to back and back to front as it is supposed to be done. He also said the tech said the scrape on the wheel was already there. The tech was also asked if he had checked the tire pressures as supposed to be done on the multi point inspection and the tech said he did not check the tire pressures which made me think …..what else had not be done properly, and was he being honest about the scrape on the wheel. Long story short, I was not happy. I have purchased 4 vehicles from Kokomo Auto World over the last several years and there have been many issues and problems at almost every time I have bought cars in for service. Once the interior of the car was completely covered with dust and dirt on the seat, inside door, steering wheel and console like the driver had been rolling around on the floor before he drove the car back for my acceptance. They checked the low pressure tire and could not find a leak, and they reset the tire pressure calibration, then deflate a tire to be sure it was working. I have a wheel protection plan with my lease, but when Josh checked he said the plan does not cover wheel scrapes, and that it only covers broken, or damaged wheels but not superficial scrapes. He called me later in the day to inform me this. At that time I told him there was a steering recall that needs to be addressed and he is checking on parts availability to schedule the recall. During all of this frustration, and due to all of the past issues I have had with service, and while I was waiting I went to the Honda front desk by the main entrance to ask to speak to a manager or owner. Nobody was manning the desk, and I stood there and waited for about 15 minutes while I saw employees walking by, never to ask me if I needed assistance. Finally I saw 3 guys huddled around one of the salesman’s desk and I stood there for several minutes and nobody turned and asked me if I needed assistance until I finally interrupted them and asked if I could speak to a manager. One salesman took me over to his desk and asked what was going on and I expressed my frustration with this entire incident. I asked for an owner or manager took speak with,and he left to see if he could find one. He finally returned several minutes later and said someone would be over. I continued to wait, and wait with no indication when someone would show up. Finally, Chris showed up and I explained my feelings and frustration about this entire event including having to wait so long to speak to anyone. He then informed me he was at a company meeting and then was with another customer, but nobody told me he was with another customer and would be over when finished. So, I felt I was being ignored, or not being taken very good care of being I was a frustrated customer. I explained everything to him and his stance was that people make mistakes and hardly any customers have any problems and that Kokomo Auto World has such a high reputation and superior ratings therefore I am in the extreme minority so I was made to feel the problem must be “me.” I explained that this has been going on for some time over the years and he told me that the “want me to keep, and train employees, even when they make multiple mistakes, because they deserve to be treated that way.” So, I asked if that was at the company’s practice even if it was at the demise of customer satisfaction. He then said everyone deserves a chance to learn even though mistakes and customer complaints and frustration. I asked for my opinions to get out of my lease and I am currently weighing those options. I cannot for the life of me believe that all of this is being put ahead of customer satisfaction.

Very professional and very helpful.

Good informative transaction, friendly help from the gentleman

Upon my arrival, I was greeted by very pleasant service people. The check in was very quick and easy and I was well informed of how the process would take place. I was also ushered into the waiting area and made aware of numerous snacks and how I would be informed about the status of my vehicle. Well done!

Jacob did a great job

Great job Jacob!

Very easy experience, but you should let people know they must use the Toyota service entrance for all vehicles when making an appointment.

Happy

Everything was done expediently.