Toyota of Hemet Auto Repair Service Center

Almost 2 hour wait when I had a 9am appointment is a bit much for a 5000 mile service. William was fine, not a man of many words but got the job done.

Goy100

Kevin was awesome as well as the rest of the staff! I had an accident with some paint I left in my car and it went all over my passenger side. The staff along with Kevin helped clean my rug and car! That was super sweet and thoughtful. I really appreciated my recent visit and support. Thank you, Kevin and staff! :)

Right off the bat William rubbed me the wrong way by trying to upsell me on a wheel alignment before he had even seen my vehicle. I brought my vehicle in for its complimentary 20,000 mile maintenance through Toyota care that I received through the purchase of my vehicle in which Toyota performs the FACTORY RECOMMENDED services, William brought it upon himself to highlight the wheel alignment service for $159 and slid it across his desk for me to see while he checked in my vehicle and claimed that it was factory recommended which it is not because the factory recommended services are included with Toyota care, in which it is also shown on the paper he was using as a “service menu”. Upon his arrival back into the service office I declined the wheel alignment before he even had the chance to finish writing out the service ticket so it would not be included on the service report. 1.5 hours after signing and dropping off my key I receive a text with an update with a video and a service notification in bold yellow print stating, CUSTOMER REQUESTED WHEEL ALIGNMENT which was a lie. I then proceeded to call Toyota of hemet 5 times between 11:30-12:00 trying to reach William with no success. Instead I was bounced between his answering machine and 2 other service desk members who did their best to get me in contact with him. After not being able to make contact with him I declined the wheel alignment through your customer portal and requested it be removed from the service ticket for a second time, only then did I get a message from William stating that the wheel alignment that he wrote in the service report which stated that I requested was actually just a suggestion from him and wasn’t performed and that my vehicle was ready for pickup. When I arrived to pick up my vehicle William was nowhere to be found in the service office, I was helped by the gentleman that sits to his left, and the key to my vehicle was not in the lock box at the service desk and nor was it in the lock box located in the service bays. It took 15 minutes of frantic calls on the radio and 4 service porters who were extremely rude to the woman who was checking in the vehicles at the service department drive through to find my keys only for it to be realized that the tag number that was placed on my keys did not match the tag numbers associated with the paperwork for my vehicle. During this time William still never showed up. Once my keys were found and my vehicle was returned to me I noticed a line on the service ticket that states “CUSTOMER DECLINED RECOMMENDED MAINTENANCE *WHEEL ALIGNMENT*”. This is extremely frustrating to me because I specifically requested William to remove this line from the ticket before I had even dropped off my vehicle. Now my spotless service record for my brand new vehicle that I purchased with 5 miles on it has an asterisk because William failed to do his job as a service advisor and correctly write out the service ticket for my vehicle. I have never had any issues with the Hemet Toyota. I even worked for Hemet Toyota’s collision center just under a decade ago under Mike Freely’s management. The last time I got my vehicle serviced was there. I have never been treated with such disrespect from a service desk member like I was with William. I hesitate to even call it disrespect because there was just nothing there. I didn’t feel welcomed, or cast out, I just felt completely ignored. William tried to get an easy sell out of me by preforming a wheel alignment on a newer vehicle that has a perfect alignment and when I denied him whatever commission he was going to get from it he immediately disregarded anything I had to say as a customer. The only thing he did correct was give me an accurate estimate of 2 hours to complete the service. The icing on the cake for this experience was 2.5 hours after picking up my vehicle at 2:40 William texted my phone reminding me to come and pick up my vehicle which just solidifies his lack of skill needed to perform the roll of service advisor. I will most likely never return to Toyota of Hemet for anything due to my interaction with William.

Great service , friendly people would highly recommend

Good experience overall; however, I miss the video inspection from the mechanic.

He explained the problem and the solution to fix it, very professional

I recently brought my Highlander in for a repair on the second-row lever. I was informed there would be a $149.95 diagnostic fee, which I agreed to, assuming it would be applied toward the repair cost—since this has been my experience at other dealerships. However, to my surprise, Kristin told me that the diagnostic fee at this dealership is not applied to the repair. When I questioned her about it, she confidently stated, "I have never worked in a dealership that applies the diagnostic fees toward the repair." After leaving and paying my bill, I contacted Moss Toyota in Moreno Valley, where they confirmed that they *do* apply the diagnostic fee toward the repair. I plan to confirm the same with other dealerships in the area. If it turns out this dealership is the only one with this policy, I will not return and will be sharing my negative experience. This approach to customer service is disappointing and feels out of step with industry standards.

Wasn't offered a car wash

Very satisfied, Professionalism

The car was not inspected as noted. Floor mats weren’t correctly placed. Tires were not inspected. As the air was low and tire damaged with screw. No car wash again.

When I called and spoke to Will shortly after I left your service center to the original issue had not been resolved I was not offered support by Toyota Service Center. BTW my car caught fire and burnt to a crisp.

Jason provided great service. He was very helpful and kind. Helped get my car work done in a quick manner and was very accurate with all information and responded to all my questions with clear insight

Your Customer service was appreciated ????, keep up the good work

John Caudill does a really good job people person

Thanks To Kristin she was awesome very patient and informative of steps that were taken to make sure my car was up and running. Thank you Kristin!

She was super nice and very helpful would definitely go back because of her :)

Kristin was very rushed & not welcoming at all. Didn’t offer me if I wanted the car wash service with my appointment. When I went to pick up my vehicle I was not acknowledged, I was standing there for 10 minutes then she had left for the day, someone else had to help me.

Tony was great !!!!

Very satisfied with the service