Route 22 Toyota Service & Toyota Parts Reviews Summary

Customer Service

Pros:

• "Steve is very knowledgeable, professional and patient."
• "Very friendly staff kept me posted step by step as the work on my car was done."
• "The communication from Jay throughout the day for my car was extremely helpful and excellent."
• "Really nice staff. My representative was Stephan and he was super nice and explained to me everything about the service my car will receive and listened to my issues."
• "Great Service, Mike Ventura was really patient, explained everything and calmed our fears."
• "I was really impressed with the fact that someone would periodically come into the waiting area to check on the customers present to insure the needs of customers were being met."
• "Rico made me feel comfortable by answering any questions I had and kept open communication throughout the process."

Cons:

• "Wouldn’t even advise my enemies to come here."
• "The worst service I have ever received in my life, my car is under warranty, they refused to check or work on the vehicle."
• "Every time we try to talk to the manager he 'stepped out of the office'."
• "This service place is terrible! The manager John is rude and yelled at me when I told him that a service they recommended was already done."
• "Awful customer service. Never coming here again."
• "BE CAREFUL WITH THIS PLACE!!!!! Worst service ever!"
• "The workers? Terrible service especially the so called 'Assistant Manager' Raul Urgiles."

Service Efficiency

Pros:

• "For the most part, very straightforward and simple service process."
• "Wait time is acceptable (slightly more than a hour for oil change and tires rotation)."
• "I arrived somewhat early but they started on my car as soon as I got there."
• "Accommodating my busy schedule, they gave me a Saturday morning appointment and got me out of there in half the time they initially anticipated."
• "Dropped the car off. They worked pretty fast!"
• "They were extremely busy today but attended me pretty quickly."
• "I was out of there within an hour of stepping foot inside. By far, tremendous service !!"

Cons:

• "I waited an additional 2 hours, only for him to tell me that they COULD NOT fix my car."
• "It took them 4 hours to change one tire for me."
• "I had an appointment at 11:30am and after waiting 2.5 hours, I had to find an employee and ask about my car."
• "Almost 30 min just for my ticket to get called and another 2 hours just for a basic oil change."
• "The wait for the service is too long."
• "They had my car for 3 days just to let me know they wasn’t going to work on it."
• "When I arrived they told me it would be a two hour wait, I waited for more than 3 hours."

Transparency and Communication

Pros:

• "Everything was explained to me with clarity and professionalism."
• "I appreciate the thorough effort on behalf of the technician who even sent a video with him pointing out the problem areas."
• "Great Job, great communication!"
• "He communicated with me on a consistent basis and informing me of what was needed immediately and what was needed down the road."
• "I received periodic texts as to the progress of the work and even got a video from the mechanic showing everything that he did."
• "I was greeted by a representative who explained what would be done and how long it would take."
• "The service was great. The representative I spoke to explained there was a recall on a part and because I was already there for routine maintenance, she told me it could also be repaired right away at no charge."

Cons:

• "I would like to know what Toyota's position is on this, since I still have the car problem."
• "They’ve billed me someone else’s repair, yelled at me about faulty light that I was having, always screwing something up."
• "Hasn’t returned my calls or texts and I’m still waiting for a response."
• "Also they never accept the coupons they send in the mail to me. So why even bother sending me them?"
• "I texted the number they texted me that I could write with any questions or updates and never got an answer when asking for updates or an estimated time."
• "I tried to reach the service manager by phone severally, even left 2 voicemails but I never got a call back."
• "I was promised a phone call today regarding the missing bolt, 2 days later and I haven’t heard from 'Jay'."