Casey Toyota - Service Center

Great Service and Fantastic Service Advisor I have received exceptional service for my 2010 Prius for almost five years and give special credit to Katie Gilbert, a fantastic service advisor, who I have received exceptional service for my 2010 Prius for almost five years and give special credit to Katie Gilbert, a fantastic service advisor, who has promptly provided what was needed. She is technically knowlegeable and shows a friendly, caring spirit whenever I visit. Thanks to all of you who provide superb Toyota service. More

Stick to sales.....not the Service Center The New Bottom Line Up Front: I am leaving the write up as is with some minor editing. I upgraded this dealership from 1 star to 4. The ONLY reason The New Bottom Line Up Front: I am leaving the write up as is with some minor editing. I upgraded this dealership from 1 star to 4. The ONLY reason I did this is because of the attention and commitment to fixing the issue from the owner and management. So the writeup remains the same, but I added what occurred over the last few days in response to my review. The OLD BLUF: The service center is developing a reputation for scamming customers because they are on commission. I can support this claim with the last two interactions I've personally had with the dealership. I will start this off with the fact that I don't normally write bad reviews. It is a waste of my time. I believe that where I spend my money does the speaking for me. This however deserved my attention and written review. The sales department is fortunate to have some good sales people. Anthony P is a good guy. He is a zero pressure individual. I actually like how he handles business (ie not too pushy). I will further comment that they are a USAA service dealership which means that you pick the car, USAA tells you what a fair price is, and the dealership has to match it. It saves the hassle of wasting time. Here is the bad. The service department at this time sucks.....the only guy that was worth his weight in gold there was Chris Dizon. I hear he went to work somewhere else......I actually enjoyed going there because I knew he was trying to help me get the best service and deal. I fully expect that Paul is working to correct this for the other employees. I talked to him personally, and he at least appeared to be concerned with my issue. A little over a month ago my wife wanted an oil change. I told her based on my experience, dealerships are more expensive. Going to the dealership is within her comfort zone so we went. I asked the old guy with a desk on the right (I don't remember and also do not care what his name is) if they do price matching. He told me that they only price match other Toyota dealerships. This confused me because I used to go in there all the time and use a printed coupon to get an oil change for 20 dollars. As he stared at me like I had something growing out of my forehead, I decided to not press the issue. I would chalk this up to a 40 dollar lesson in never getting an oil change there again. On to the most recent and troubling issue. My wife is military. She wanted to transfer her car from FL to VA. In order to put the VA plates on, she needed a state inspection. Katie was very cordial with my wife as she came in. The car was inspected and apparently the car failed a light and 2 tires. Katie was very nice when she suggested that since 2 tires were bad, she might as well buy 3 because you get the 4th one free.....to her (who gets commission), it made perfect sense. As Katie went down the checklist my wife said she would like to call me to talk it over. She was then brushed off as Katie walked away saying she would take care of things. My wife stopped her to clarify and stop her from doing the service. This is where things go down hill. Her attitude began to change. She started becoming dismissive. My wife talked to me and I told her to wait, we would shop around. When my wife tells Katie she didn't want the tires, she became completely unprofessional. In front of other customers she began telling her about how her car "failed" and she wouldn't be allowed to drive it on the road. My wife felt humiliated and appalled that someone working there would speak to anyone like that. There are plenty of other details but this review is long enough. She made her wait another 30 minutes (my wife timed it) before she had to go back up and ask for her car. Here's the thing, Katie was quick to slap a reject sticker on the vehicle and harass her about how "she is in the system and if the State Troopers catch you driving, your going to get a ticket".....yes direct quote. It's as though she felt compelled to do this even though my wife still had perfectly valid FL plates. When she finally got it Katie wouldn't even speak to her, she waved her hand at her in a dismissive way because apparently she had no time for her. Because of her moral obligation (again she had valid FL plates) to ensure a reject sticker was on the vehicle. My wife was not able to use the vehicle to drive onto post. Instead I gave her my truck while I made sure the car was fixed at a reputable place (very friendly and reasonable staff I might add...Goodyear place off of Monticello). And on that note, the worn tire appears to be a scam to me. Once inspected, only one tire failed inspection. So rather than get 4 new ones...I really only needed one.....it's borderline extortion through intimidation. Back to a positive note. Whoever the older gentleman is that vacuums out and retrieves cars there.......he is awesome. He was very kind to my wife. He offered to clean out her car even though she didn't have the inspection done. The two times she has been there she has noticed how polite he is to everyone. We don't know his name....but kudos to him. Also, I mentioned before I talked to the Service Manager, Paul. He seemed genuinely concerned. He even offered to pay for the tires. Unfortunately I had already bought them from another place, but I appreciated the offer. I honestly just wanted him to handle the situation because 1) people are getting ripped off and 2) at no time should an employee attempt to demean/humiliate a customer. Update as of 16MAY14: The owner personally called and apologized to my wife. The situation is addressed at the appropriate level and the right amount of focus is currently being applied to the Service Department by management. A little bit of honesty and sincerity from the owner (in my opinion) goes a long way. I'm taking a leap of faith by bumping things back up to 4 stars from 1 star. I will have my wife continue to use them for now and will update with new reviews as we go as necessary. Hopefully this provides honest feedback on services received. I wanted to ensure the good (some of the people) was highlighted with the bad. More

The Rescue of Tiger the cat. I am fostering a 35 lb. cat for the shelter and, lesson learned, put him in my car without a carrier. He wedged himself under the back seat and I cou I am fostering a 35 lb. cat for the shelter and, lesson learned, put him in my car without a carrier. He wedged himself under the back seat and I could not get him out. I raced to Casey Toyota and everyone there went in to emergency mode. Amy held his head and kept telling him everything would be alright, Danny somehow got the seat to give despite the fact that Tiger was covering all the bolts and David, who was working the back end got sprayed by a very terrified cat but never said a word about it through the entire half hour process. Katie was so kind and comforting to me in my fear that I had managed to kill a cat who had just been entrusted to me that afternoon. Tiger will be at my house for however many months it takes him to lose at least 15 pounds and make him a candidate for adoption. I was scared, Tiger was scared and you all really saved us. I will never forget that! You are the best!!!! Marie Thell More

My son's Toyota 4Runnner was brought in for an oil change and a light bulb was also changed in signal light when serious electrical problems were found. The vehicle was in an accident two years ago a change and a light bulb was also changed in signal light when serious electrical problems were found. The vehicle was in an accident two years ago and repairs were done at a Toyota dealership in Harrisonburg, VA. The repairs were done with substandard replacements. We met Colby Wright ("Harr"), our service consultant who went above and beyond to help us with our situation. She made sure we had detailed estimates for insurance reimbursement, scheduled appt.'s that worked with our limited schedules, arranged a loaner vehicle for service and body shop visits, and was always courteous and professional! She is a true asset to The Casey Toyota Group! We would also like to send a special Thank You to Paul Sledge, with the Body Shop for arranging a special weekend pick-up of the vehicle since our work schedule during the week is so limited. More

I will request Katie ALL the time; C/S skills need to be duplicated to other employees. I strive to find places with good customer service; I did, Thanks Katie. duplicated to other employees. I strive to find places with good customer service; I did, Thanks Katie. More

We had to take my wife's Rav 4 in for service. The customer service we received was exceptional. We have taken our vehicles to Casey now for almost 20 years and it is this outstanding customer servic customer service we received was exceptional. We have taken our vehicles to Casey now for almost 20 years and it is this outstanding customer service that has lead us to purchase all 10 of our vehicles from Casey at Williamsburg. Katie Giford and Danny Tuck went way above and beyond the normal customer service. I cannot thank them for going way above the mark to make my wife happy with the repair of her Rav. This is what customer service is all about, and you can bet we will continue to patronize Casey of Williamsburg for all our service and new car needs. Kattie, Danny thank you! More

Katie in the service department has been my hero Katie in the service department has been my hero throughout my whole service experience. If it was in her power to do, she got it taken care of. If Katie in the service department has been my hero throughout my whole service experience. If it was in her power to do, she got it taken care of. If it wasnt, she still got it taken care of. She is always courteous, precise and never left me hanging on details. Ill always be greatful to Dan as well for taking his time out to make sure there were no issues and i applaud the pride in his service. Everyone was easy to communicate with and they genuinely knew their stuff. Excellent customer service throughout the whole experience and i appreciate their strive to go above and beyond their duties. I'd recommend them for anyone doing business with the service center. More

Without an appointment, drove in for my 2012 one thousand mile checkup. He attended to may need promptly and explained the operation of the radio which I could not master from reading the manual. Great exp mile checkup. He attended to may need promptly and explained the operation of the radio which I could not master from reading the manual. Great experience! More

While getting my 2008 Prius services, I met Allen Lind. After considerable discussion, I decided to trade that car for a new 2012 Prius. Throughout the process, Allen was helpful and not at all pushy. He w After considerable discussion, I decided to trade that car for a new 2012 Prius. Throughout the process, Allen was helpful and not at all pushy. He was a pleasure to work with. I have been doing business with Casey Toyaota for 8 years and have always had good experiences. More