Big Two Toyota of Chandler - Service Center

I dropped my 2009 Toyota Tacoma off for warranty service because I heard a squealing noise coming from under my hood. The first time I took it in they were unable to reproduce the noise, but they replaced o because I heard a squealing noise coming from under my hood. The first time I took it in they were unable to reproduce the noise, but they replaced one of the idler pulleys on the engine because that is where they figured it was coming from. The next day I heard the squeal again. I took it back and left it with them all day on a Saturday so they could drive the truck around to diagnose the problem. I got a call from the service adviser later in the afternoon saying they still couldn't reproduce the squealing noise. I picked the truck up after the service department had closed and first thing I notice is that my low fuel light was on and there were 40 more miles on my truck than were there when I dropped it off. I understand that they had to drive the truck to test for the noise but I assumed they would replace the fuel they used. I looked at the paperwork before I left the lot to see what all they had checked. On the multi point inspection checklist everything was marked as good except for "clutch operation" which was marked N/A, as in Not Applicable. I thought if was interesting that the tech had driven my truck, which has a 5 speed manual transmission, 40 mile without once checking the operation of the clutch. Obviously the paperwork was pencil whipped. And, as luck would have it, the squealing noise happened right as I was pulling off the dealer lot. I called and left a message with the service advisor telling him that the noise was happening again and that I wasn't happy with the forged paperwork they gave me. The next day, Sunday, I just happened to be going through the files on my GPS and I decided to check out the route that the tech drove to "diagnose" my vehicle. I loaded the files into Google Earth and noticed that he left the shop about a half hour after I dropped the truck off. He then decided to make a stop at a bank down the street and then he drove to a house a few miles from the dealership and he stayed there for about 48 minutes. After leaving the house he proceeded back to the dealer ship driving 60+mph through a 45MPH zone. After he stayed at the dealership for a while he headed back to the house for a couple of minutes then went to a Fry's grocery store for almost 15 minutes. When he left the store he headed back to the house he was at before and stayed there for over an hour before speeding back to the dealership again. Anyway, long story short I contacted the General Manager of the dealership and let him know what went down. He handed me a bag full of apologies, but not an ounce of explanation. He wouldn't even tell me what was being done about the tech who essentially stole my truck. It is my understanding that he still works there though. My suggestion is that you avoid this dealer AT ALL COST! If you have to go there, make sure you keep an eye on your vehicle. More

I WENT IN TO FIX MY CAR AND GET SOME TOUCH UP PAINT. JOHN WAS SO HELPFUL I AM FROM CASA GRANDE AND HE WENT OUT OF HIS WAY TO ORDER ME ONE ONE AND SAVE IT FOR ME WHEN IT COMES IN. DAVID WAS SO NICE HE ASKED I WAS SO HELPFUL I AM FROM CASA GRANDE AND HE WENT OUT OF HIS WAY TO ORDER ME ONE ONE AND SAVE IT FOR ME WHEN IT COMES IN. DAVID WAS SO NICE HE ASKED IF I NEEDED HELP AND WENT OUT OF HIS WAY TO GIVE GREAT SERVICE. THANK-YOU MARIA M. ARRIOLA More

We have a 2003 toyota camry with roughly 90k miles on it, that we've always taken good care of, we're the only owner of, and we've always had the recommended maintenance on. This dealership continually insi that we've always taken good care of, we're the only owner of, and we've always had the recommended maintenance on. This dealership continually insists that we get very high-dollar service done on it which seems suspicious. In my entire life I have not known a car with so few miles on it to begin needing basic structual repairs (a $400 engine mount one month, a $500 wheel bearing the next month). Comparing this dealership to other toyota dealerships we've dealt with on this same car (Poway Toyota - san diego, and Jay Wolfe Toyota in Kansas City MO), I ALWAYS get the feeling that Big Two Toyota is very focused on manufacturing reasons for you to get very high dollar service on your car. My wife has discussed with friends who feel the same way and feel helpless at countering to the unlikely amount of service they are telling her she needs to have done. You get the idea that every customer leaves after spending $2-$300 more than they planned on. Typical of some mechanics, but not expecting from a classy professional Toyota dealership. Anyway, even not counting all of that.... We dropped off our car on a Friday or Saturday afternoon too late for them to work on. They promised that first thing Monday morn. they would fix so my wife can get to work by 8:30 AM. We call them about 7 am, (when they open), and Charlie tells us he wil get to work on it pronto and let us know. I call back in 2-3 hours, and get his voicemail and leave a voicemail. I call him again 45 min later and he says he is very busy and will call me back in 15. He doesn't. I call him back in about an hour and leave another voicemail. No response after an hour, this literally goes on until 4:30 in the afternoon, at which time he tells me almost $500, they need to replace a wheel bearing. Of course that requires some discussion between me and my wife, so now there's not time to get the job done that day. (even though they admitted, had the decision been finalized in the morning, the mechanic could have completed within an hour or so). So we go to dealership that evening & meet Charlie who is an elderly man seeming very confused and too busy to handle any one customer with any grace or speed. We try to talk to the mechanic and get some details on why our car which only has less than 90k miles on it and only a few years old, is requiring $2000 of repairs in the last year. The mechanic appears to be a 17 yr old boy who refuses to speak , basically. we are invited out to the garage, which is extremely clean, obviously prepared for customers to come back there, to give customers a feeling of transparency and welcome, it is cleaner than a hospital and smells like lemon. The stated purpose is to "see our car", but all we do is literally see our car and walk around it. the mechanic does not take off anything to actually let us see the supposedly bad wheel bearing (which hasn't actually gone bad yet, but when it does will freeze up the tire supposedly). So we go back in the dealership not really any wiser than when we started, but very frustrated. We agree to let them do it and since it was their fault, can we have a rental for one night. (you know this is like a $20 issue for them). They say NO a couple time before I insist and they say YES finally. After about 1.5 hours "waiting for a vehicel to become available" (apparently a $20 rental from Enterprise was too much for them to want to pay), my wife is sent home with a Corolla to drive and the next day, we pay them the total - $526. $26 more than they said it would be. I would not DREAM of giving this dealership my business again unless I am forced to, and will be discussing my feelings and experience with everyone I can who has been gulled into this kind of nonsense in the past. They think that because they offer dumb things like a salon and a barber on-campus, that they can do whatever they want. Guess what? The $20 haircut didn't make up for being ripped off for $500 and jobs in the past, and it never will... and there's not even time to tell you about the extremly stuck-up, rude, frowning, unpleasant woman who met my hispanic wife at the time my wife went over to the barbershop to get our 8 yr old daughter's hair cut. I believe my wife, because I went over their very cheerfully to pick up my daughter, and was greeted by the same unsmiling, rude, frowning woman cutting my daughter's hair. She was more worried about her lipstick than serving a customer. I sure hope she doesn't expect a tip for treating people like cr@p, because she sure did not get one! More

Avoid this dealership at all costs!!! Ordered 4Runner and when it came in it didn't have extras like we were promised and the interior was the wrong color! Sales lady didn't care one bit. Recently and when it came in it didn't have extras like we were promised and the interior was the wrong color! Sales lady didn't care one bit. Recently I took it in for service.......BAD IDEA! Edie Emery (assistant service manager - hard to believe) proceeded to tell me that my 2005 toyota 4Runner (in great shape) had insufficient battery power to run diagnostics. Said that I needed a new battery to proceed! xxx - the dealership doesn't have any tools to get around this? She tried selling me a $150 battery to continue. Amazing. Again, didn't care much about my satisfaction AND still charged me $50. Bad Bad Bad! More

We bought our 09 Corolla in June - love the car. Big Two service is a whole seperate issue. On Saturday, October 4th, we had taken it in for the 10k service (we have the prepaid service plan) and told service is a whole seperate issue. On Saturday, October 4th, we had taken it in for the 10k service (we have the prepaid service plan) and told the service rep that the tire pressure light had come on two days before and to please check the tires for pressure and leaks in addition to the tire rotation included in the service. When the car was picked up, the paperwork said the tire pressure was checked and adjusted - the tire light was off now. Within a few days the light came back on. Yesterday, Sunday October 12th, I checked the tires while fueling and found one tire with a significant decrease in air pressure in one tire. Upon inspection I found a nail in the tread (it explains the pressure light). I filled the tire with air and my husband agreed to take it back into Big Two since they said everything was fine the week before. Today, the service department manager told my husband that the tires are nitrogen filled tires and they do not service that type of tire as they do not have the equipment in their shop to do the work. I would need to take it to Costco (which requires membership AND the tires to have been purchased from Costco) for the Nitrogen. Then my husband was told I had created a potentially volatile situation by adding compressed air to Nitrogen as that could cause the tires to explode (never mind that air is comprised of 78% nitrogen) - which is a bunch of baloney. We reminded him that our service paperwork just 9 days earlier said the service HAD been performed, thus if they don't even have the equipment this must be fraud. Now we don't know if the tires were even rotated or if the oil was even changed as we had paid to do. We can no longer trust the service department to perform the services as contracted. In addition, by Big Two saying the work was performed and everything was good to go, a potentially dangerous situation was created when I am driving down the 101 freeway at freeway speeds as the conditions were ripe for a blowout. This fraudulent act is why people don't trust their mechanics anymore. More

I had filed a complaint under Better Business Bureau and Rip off report. You can look it up under bigtwo at Rip off report website for detail. NEVER trust the quote that was written on the Big two estima Rip off report. You can look it up under bigtwo at Rip off report website for detail. NEVER trust the quote that was written on the Big two estimate sheet because they will charge you different price when you pick up the car after service. It happened to me. Also, make sure they did the job correctly. I asked them to top the fluid before. One time they put too much power steering fluid and it spilled on the timing belt. I had to bring back the car for repair. Another time they forgot to top the wind shield fluid when both managers promised me to have this done before picking up the car. Because we knew that they did lousy job so that we checked the fluid level before leaving that horrible place. Please go for a different dealer. More

I TOOK MY TOYOTA IN FOR A TIMING BELT REPLACEMENT . FIRST THEY LEFT THE BELTS OUT OF ADJUSTMENT (LOUD SQUEELING NOISE) TOOK IT BACK THE NEXT DAY . THEY BROKE THE SPEED CONTROL KNOB ON THE A/C. THEY HAD TO OR THEY LEFT THE BELTS OUT OF ADJUSTMENT (LOUD SQUEELING NOISE) TOOK IT BACK THE NEXT DAY . THEY BROKE THE SPEED CONTROL KNOB ON THE A/C. THEY HAD TO ORDER THE PARTS ALL IS GOOD ? IT WAS A 2 HOUR JOB , 8 HOURS AND SEVERAL CALLS LATER THEY INFORMED ME THEY WOULD NOT MAKE THE REPAIRS UNLESS I PAID FOR THEM . I DECLINED . WHEN I GOT MY VEHICLE BACK I FOUND THAT WHILE WORKING ON IT THIS TIME THEY SHORTED OUT MY RADIO More

They never seem to get the job done in a timely manner or correctly the first time. I spent $400.00 on a Blue Service plus a transmission flush. After they were done, my tires were not balanced correctly and correctly the first time. I spent $400.00 on a Blue Service plus a transmission flush. After they were done, my tires were not balanced correctly and my alignment was way off. They could not get me back in for a week and then they finally fixed the problem at an extra expense to me. 1 1/2 hours for a Lube, Oil, and Filter is also a little far fetched. Bad customer service and unfriendly service people. More

They never seem to get the job done in a timely manner or correctly the first time. I spent $400.00 on a Blue Service plus a transmission flush. After they were done, my tires were not balanced correctly and correctly the first time. I spent $400.00 on a Blue Service plus a transmission flush. After they were done, my tires were not balanced correctly and my alignment was way off. They could not get me back in for a week and then they finally fixed the problem at an extra expense to me. 1 1/2 hours for a Lube, Oil, and Filter is also a little far fetched. Bad customer service and unfriendly service people. More

They had my vehicle for three weeks for body work, I asked them to send it to their other location to have a mechanic look at it (I asked twice during this three week period) both times they reassured asked them to send it to their other location to have a mechanic look at it (I asked twice during this three week period) both times they reassured me that this would happened, when I picked it up it wasn't taken care of and they acted like they would not have done this, or had this conversation. With every interaction I had with several employees at this location were rude, short and not honest with what they told me, it took twice as long as expected to get my repairs. Under no circumstances would I return for future service, nor would I recommend anyone to them. I will go out of my way to give my business to someone else. More