Smart Motors Toyota Auto Repair Service

Well done!

Ok here’s the deal. I dropped my 2019 Tacoma off Wednesday at 9am to get the spark plugs changed and was quoted a price of $200. Ok great. Wellll they couldn’t get to the truck Wednesday so I kept the loaner overnight. The next day I was informed that three of the coils were bad and was shown pictures of the bad coils and was quoted a price of $500 to replace three coils that cost an average of $290 for OEM parts when the plugs and coils were already out. OK GREAT. Then I show up Friday just before closing at 6:00 and drove 45 minutes to get there from work in Sauk City and the price is now $865 when I was quoted an already outrageous price of $700. What is happening?? I have brought my truck to Smart Toyota because it has been a place I have been able to trust in the past. This is no longer the case.

Thank you.

Was not kept updated yesterday when I brought in my car and the service department was behind. Honestly staff guy who took care of me seemed cold.

Was the wrong oil used? Was the plug not put back in properly? Did the tech forget to put any oil back in??? SOMEthing wrong happened in this routine service. On my way home my Rav4 started smoking - tons of white smoke billowing behind me. I made it home, but now it’s up to you. The dip stick shows very low oil level, if any. I placed a call into Smart and talked to John - he was trying to reach a service manager but no luck and now I’m waiting for a call back. I will NOT use your express service any more. It’s the regular service or I’ll share this on a public review. Respectfully submitted, Christine

Thanks for the service and appreciate being able to drive up and get the help I needed. Keep up the good work and great customer service done in a timely manner.

My Four Runner has just over 10,000 miles on it. I was told I needed a new cabin air filter, and they showed me mine had a rip in it. The rip was about the size of a finger hole. The guy who worked with me tried to get me a new one without any cost, however he was told we are on our own for those parts. Since the service department was asking $90 for a new air filter that costs about $15 at the auto parts store, I declined. I don’t believe the air filter ripped the size of a finger hole on its own either.

The staff was great! There were issues with the new program, which caused major delays. My appointment was for 12pm. I did not get into my vehicle until 1:45pm. Through all of it the staff was excellent! They dealt with many upset customers in a very professional and respectable manner. THE STAFF WAS GREAT, and they deserved to be recognized for the way they handled the situation.

You can call me if you’re serious about your less than satisfactory service

Ian was very nice, but this was not an experience that Smart Motors should be happy with. I brought in my vehicle for two new tires, a headlamp, and an oil change, and it took two days to complete the work. Apparently there was a new computer system that created unacceptable backlogs. Not a good situation for Smart or their customers - I hope they are able to work out the issues because this experience made me question whether I will return for routine work.

I met Ian when I brought my vehicle in some maintenance earlier on, and was impressed by his professionalism and communication. I have sense begun requesting him and will continue to do so.

There were problems checking my vehicle in. I later learned the service tech who checked me in assigned the oil change to the wrong family vehicle. This was the beginning of my problems I experienced at Smart yesterday. After waiting an hour or so, a tech/mechanic comes into waiting room asking who has the 2008 Highlander. Our vehicle is a 2009 Highlander and I raised my hand after no one else claimed ownership. The guys explained there were computer problems. I showed him the text I received confirming that my vehicle was being serviced. Unfortunately, that generic text doesn’t specify WHAT vehicle. The tech/mechanic wanted to do a tire rotation with oil change and I declined. I only wanted oil change. Later at checkout, the cost of tire rotation was on the bill. I asked it the tire rotation really happened after I had declined this. The cashier went to double check and couldn’t confirm tire rotation was done. She took it off the bill. Later when I received the link to the pdf of the vehicle inspection report did I notice that the vehicle “serviced” was my old 2014 Prius. But my bill clearly states the service was for the 2009 Highlander. And for a final straw on this camel’s back - the car wash - ONCE AGAIN - didn’t seem to really be working. Smart can do better. Work smarter. I was the third woman who had these weird vehicle mess ups. I think staff needs additional training to scroll through the vehicle field to double check that they are checking in the correct vehicle. Thank you.

Great team! One simple request though; please replace broken trim clips when encountered during service by your team members! Thank you for your dedication!

Rachel had good communication about the service and the job was done well. I appreciated the attention to details.

Thank you for Rodney at Smart Toyota on Odana Road in Madison Wisconsin! I have been buying RAV4’s from him for 20 years! They work hard getting the right car for the right prices and “They make cookies “ how awesome is THAT! Thank you Toyota for making my life easier!

Ian provided professional services and offered real time updates on the status of repair service.

My 1:00 appt. for install of 4 tires turned into a 2 hour wait. Afterwards, I received ONLY an invoice for $4 more than I was quoted in writing, with no information at all about the tires, the warranty, date or even the brand of tires----only the price. I've been a Smart customer for Many years, but I may take my business elsewhere in the future. Being busy is no excuse---they hade my phone # and email, and could have alerted me to the delay. Even Sears was better at customer service and product info.

Why was I charged for a tire rotation when all the wheels needed to be removed to inspect the brakes and the front brakes were replaced?

Everyone was very helpful and very nice.

Had an appt for 10:20; I arrived at 10:05 and waited by my vehicle . I believe I was checked in @ 10:10; I had no communication from any staff and my vehicle was finally ready at 11:50 give or take a few minutes . All I ask is updates as there was zero communication . My service advisor was very pleasant and apologized but I wasn’t happy with overall situation , Phil