Bob Smith Toyota Auto Repair Service

My appointment for 15,000 mile service was scheduled for 3:30pm days in advance. I arrived on time. An asian man in a white shirt that was standing outside helped the woman that was in a car in front of mine but totally ignored me after her car was taken away. All he did was yell at me to bring my car forward to where he was standing and walked away. A female came in a car behind me several minutes later and he literally sped his way to her door and started to help her out. I just stood there with several guys in red shirts just walking by ignoring me. I walked into the service office and 3 guys were just standing around talking and laughing and didn't ask me if I needed any help. Finally another guy walked in and when I looked at him he asked if I needed assistance. Told him I had an appointment and he said Greg in the corner would check me in. Greg did quickly check my car in and said I could wait for the car. I Walked around for a while then noticed on my phone that it was already 4:50pm so I went to ask Greg what the status was. He said they were short staffed and would get around to my car shortly. So I stood around outside for a while. No movement. So I went to ask Greg again and he said he spoke with the last mechanic working to stay late to work on my car. I told him 2 other vehicles that came in behind me that I specifically heard the owners say had 3:30 appointments were immediately being taken care of and why my car was still in the line up. He ran outside his office and pulled my car into the bay and told me that "the mechanic is staying overtime for me and my car" like as if it was a huge favor for me. I Told him I had an appointment and if they were short staffed they should have rescheduled my car and I would have gladly brought it in another day. I walked back inside the waiting room and literally within 15 minutes later they called my name and told me my car was ready. SO if the cars scheduled maintenance was only going to take a few minutes why put me behind others whos cars came after me and whos cars were still in the bay being worked on when I left? I feel that over 1.5 hours of my time was wasted just for a 15min quick service.

Mr Cabral was very professional and thoughtful. He made extra effort to make sure I was comfortable while waiting for my service

N comment tonight

Yes. He's very courteous and answered my questions.

Thank you! You guys always do an amazing job!

The cashiers should have plexiglass to help them stay healthy. A lot of customers are without masks. The masks the ladies wear are poor quality, the plexiglass is an appropriate aid until the pandemic recedes.

Very prompt and clear. Explained what needs to be done and the damage it would cost me. Am satisfied with service!

Thank you

Happy to live nearby so I can bring my Prius to Bob Smith. This is my 5th Toyota. I’ve had a Corona, Camry and 3 Prius!

Best service adviser

The entire car maintenance experience was excellent, but as a customer with cancer, the lack of masks in the facility was alarming.

He was very nice! He helped me out! Thank you.

Greg is extremely dependable and always has a great attitude.

Hank was exceptionally great! Both professional and knowledgeable. 100% satisfied!

I did'n liked

Hi, Hank and Vince have been very helpful and friendly and easy. I know times are changing and systems get updated which causes confusion and training is necessary. I have noticed the young ladies answering seem to be busy googling clients and talking instead of focusing on what is being asked and helping the team. I love the remodel with the birds and fish and maybe when it is time for check out or quotes have a 3rd party or ask if it can be recorded or how they would like to know or read the agreement. Be patience and breathe! Thank you for given me a loaner till tomorrow ??

Thanks

Hank has exhibited the highest quality of Customer care. He has went above and beyond when assisting and finding solutions to problems relating to the repair of our vehicle. There were a few issues that he was able to find solutions to that were unforeseen. He is well informed and an individual who seeks to work with people and create winning solutions. In the past there was other work that needed to be performed on our vehicle and Hank have valuable resources that could have never been received unless he shared them which equated to big savings for us as customers. We are glad we still have an opportunity to have him to call upon if any other challenges arise in the future. Also thanks to the Tech who made some adjustments so we could meet the price or close to the price we were quoted last time. We appreciate all the individuals for making this possible. This vehicle has a lot of sentimental value and we hope to keep it running well into the future for years to come.

The people at Bob Smith are always gracious and it makes a big difference. Thank you

It seemed like my service advisor was too busy to assist me. I tried to ask him a question but he just told me to take a seat.