DCH Freehold Toyota - Service Center

My wife brought our 2011 Highlander in for the 15,000 maintenance, which is included with the cost of the car for up to 2 years, 25k miles. No oil change is done (synthetic oil only changed every 10k), maintenance, which is included with the cost of the car for up to 2 years, 25k miles. No oil change is done (synthetic oil only changed every 10k), so basically this maintenance is to examine the car. My wife is told that all four tires need to be balanced, which is considered service and not maintenance. In my many years of car ownership, I have never had to have wheels balanced, other than when tires are initially installed. I drive the car as well and there has been absolutely no signs of vibration at any speeds, as one would expect from wheels that needed balancing. No curbs or potholes had been hit, causing a wheel to go out of balance, and it was all four wheels that needed balancing, not just one or two. Admittedly, I am no mechanic. 30 years of driving experience may qualify me to know if tires need balancing, but it may not. If all four need balancing after only 15,000 miles, and it was not due to any "event", such as an accident, or any sort of mishap, either the wheels weren't balanced properly when they were installed (new at the Toyota factory), which should be covered as negligence on the part of Toyota, or wheels just need to be balanced every so often due to normal driving conditions, which by definition is MAINTENANCE, and should also, as such, be covered by Toyota. A day later, an email comes from Beth O'Connell, Customer Relations Representative at DCH Freehold Toyota, asking us to fill out a survey about our experience. She also added that if we were not completely satisfied, to contact her directly. I called and got her voicemail. My message was never returned. I sent email which was never responded to. I took their one question survey and responded "No, I was not satisfied with your service", which prompted an automated response that someone would be getting in touch with me shortly. Three weeks later, I have heard nothing back from anyone. I went to the DCH Auto Group website and voiced my opinion about not having heard anything back there (they have a form to fill out under the "contact us" section). Three days later, I got a response in my inbox that the message that I entered there was UNDELIVERABLE. Amazing. I will not be going back to the dealership for my "included" 20k service. I will most probably just go to my own mechanic for the oil change, as I have no faith in this dealership, and would rather spend the money at my mechanic, who I trust, than travel to another Toyota dealership to have them sucker my wife out of another $50 (or possibly much more next time). It's a shame - we like the car, but I do not foresee looking at Toyota again the next time I am buying. Hopefully I don't need any warranty work on this one - I'm sure it will cost me plenty. More

On February 14 I hit a deer near my home. I had the car towed over to DCH Freehold because during a previous owners seminar I heard that they are a certified body shop for my insurance NJ Manufacturers. Er towed over to DCH Freehold because during a previous owners seminar I heard that they are a certified body shop for my insurance NJ Manufacturers. Eric Dea was the collision rep and he took care of everything for me and had the car put up on the flatbed truch to the collision shop by the end of the morning. He also called Enterprise rent a car for me and they were waiting to bring me back to their office. The rental car was the only problem because Enterprise did not disclose fully all my out of pocket costs over what the insurance would pay for. This is my second time having an issue renting a vehicle from them and I would suggest you rethink the relationship as their customer service in resolving the issue is very poor. Denise Govern was the rep from the collision center who called to inform me of the damage that would be repaired and she called to give me updates as to when the car would be ready. The car was repaired as quickly as possible and the workmanship is unsurpassed. It looks as if nothing ever happened. 2 weeks before that I brought the car in for service and they discovered I needed a new water pump that was covered under warranty. The service manager, Jerry, called me a cab to take me home and then when it was ready he called me a cab to take me back and it was all complimentary. It's this kind of customer service that keeps me coming back when the car needs a service and even when I no longer get the free service on my car or my wifes vehicle I will be bringing it in for future service. More

I come here because of Jerry. I've used other service employees and have had to wait or have not had what was promised done or completed in the amount of time promised. However, my family all uses Jerry employees and have had to wait or have not had what was promised done or completed in the amount of time promised. However, my family all uses Jerry and they said go to Jerry, he'll take care of you, and he does. Whatever he promises, is what is done. If he says an hour, it's 55 minutes. If he says get this done, I get it done, if he says wait, I wait. I trust him. More