Hanlees Hilltop Toyota

Be careful of what they tell you you "need" to do. Brought my car in two months ago and was told that I needed to do $1400 worth of work which included changing my brake pads and router. I've owned To Brought my car in two months ago and was told that I needed to do $1400 worth of work which included changing my brake pads and router. I've owned Toyota vehicles since 1986 and as such knew that I would have heard a squealing sound that my brake pads needed changing and I've never worn my brakes down to where the routers were involved. I was told that the Prius was "different." He also tried to get me to do some type of work with a "timing pad" saying that it was leaking. I park my car on my driveway and thus, would have noticed any leaking from my car. I told him that I would wait on that until next time. I was in the service department two Saturdays ago with a verified appointment because my "maintenance required" light was on and I know not to drive my vehicle when that light comes on in my car. When I got there, there were 35 cars waiting in line to be checked in. Most of the vehicles had hours later appointments but had been told to come early to check in. It would have taken me an hour just to check in. So, I rescheduled to Sunday. As I was leaving, an employee in the bay, suggested that I come "early" on Sunday. The service person suggested that I also have my brakes checked. I told her that I had had my brakes replaced just two months ago. She insisted that the service be done. Rather than argue I told her to go ahead. The brake review showed that I had .8 left on my brakes. I asked her how was that possible when I had new brakes installed two months ago. She suggested that in that two months period I had drove my brakes "hard." I concluded that my brakes had not been changed at the previous appointment. I also asked her about the serious leak. She said she found no leak. The quote I had received for that work two months ago was over $1,000. I am now skeptical of any suggestion about work being needed on my vehicle and am contemplating having my car checked by AAA to see if I was given new brakes two months ago and if there is a leak in a timing pan. I rated customer service a two because two years ago my vehicle was broken into and my grandson's backpack stolen. Toyota could not fix my window for three days so I went to Safelight who fixed it the same day. Last year one of my clients slammed my car door shut getting out of my vehicle. It caused the window to fall into the door and I could not get it to shut. I went to Toyota, who took my car and kept it for two hours while they "evaluated the problem." They quoted me a repair cost of $160. When I came to get my car back, they said that they would have to order the part as my window was not "factory authorized" and that it would take them a few days to make the repair and the cost would be $400 for a new factory authorized window but that they would credit me the $160. They had also taken the window out of the door and laid it in the back seat making my vehicle undrivable. When I said I was going to go back to Safelight, the manager charged me the $160 "evaluation fee" to return my car back to me and would not give it back to me without the payment. I had to ask them to put the window back in the door. I took the car over to Safelight who diagnosed the problem instantly (where it had took Toyota over two hours) and they told me to bring the car in in the morning as they had no more appointments for that day and were about to close. I brought my car into Safelight the next morning and was out of there in one half an hour. The charge to fix my window, FREE. More

Extremely Satisfied Customer I have never had such an extremely satisfying experience as I had at Hanlees Toyota Dealership in Richmond. The salesperson, James Benavides, was so c I have never had such an extremely satisfying experience as I had at Hanlees Toyota Dealership in Richmond. The salesperson, James Benavides, was so courteous and knowledgeable about my Camry XSE V6 that I was about to purchase. James made me feel like I was a member of the Hanlees family. I knew that I was being taken care by the way James treated me throughout the entire process. This man will go far within this Hanlees dealership. James, thank you for being so helpful and making me feel like a king. Gary Yuke More

After the Sale What happens after you drive off in your brand new car is just as important as the before. This was not the best part of my experience. New cars have What happens after you drive off in your brand new car is just as important as the before. This was not the best part of my experience. New cars have a lot of bells and whistles. How do they work? The response before the sale is "I'm here for you, just reach out and I'll assist". After the sale, I was told to go to the website. I had been to the website and still had questions and quite frustrated at not being able to fully appreciate all the all the functions and options on my 2018 RAV4 Hybrid. I'd only ask the focus expressed in the beginning of the sale process was continuous after the sale. More

Thank you Ashley I was looking for a new Toyota to replace the one that was totaled in the accident. I followed the link that was provided by my insurance company to c I was looking for a new Toyota to replace the one that was totaled in the accident. I followed the link that was provided by my insurance company to check the options, and the next day I received a call from Ashley with the pricing details. This price was not matched by any other dealerships around here so we just drove to Hanlees Toyota, I picked up the car and the rest of the process was pretty smooth, until the last step. Ashley drove the car to the gas station to fill the tank and heard some noise - that I didn't hear during the test drive. She suggested that the car should be replaced with the identical one that was perfect. I received a follow-up text from Ashley the next day - which is was quite unusual. Thank you Hanlees Toyota! More

Kept me waiting 3 hours We decided on a car and price and paid cash, but Hainlee kept me waiting 3 hours just to finalize the deal. Of that time, only 15 minutes were spent We decided on a car and price and paid cash, but Hainlee kept me waiting 3 hours just to finalize the deal. Of that time, only 15 minutes were spent with the financial person. After we paid for the car, the salesman said he would fill the tank with gas. That took 45 minutes!! I felt like they had no respect for me and my time. More

Very Slow Service I have had great service from 2010 until about 2 years ago. Even with an appointment it now takes a long time to get the service written up------at le I have had great service from 2010 until about 2 years ago. Even with an appointment it now takes a long time to get the service written up------at least 15 to 30 minutes or more. The employees, for the most part, are very nice but obviously very short handed. And no one answers the phone in the service department or responds to voice messages. More

Expensive unnecessary service Every 4 or 5 months I used to take my 2013 prius to service, they always charged me $150.00 for unnecessary multipoint inspection, plus oil, alignmen Every 4 or 5 months I used to take my 2013 prius to service, they always charged me $150.00 for unnecessary multipoint inspection, plus oil, alignment, unnecessary tire rotation, they exaggerated, they could be more flexible and consider that not everyone has $350.00 or more every 4 months to spend in useless thing, Ofcurse multipoint inspection is important but shouldn't be charged too much. More

Warning lite A warning came on in my 2015 Prius, I was charged $50 for a LOOSE GAS CAP.!! I have owned Priuses for over 12 years, no more. Afterwards I did read A warning came on in my 2015 Prius, I was charged $50 for a LOOSE GAS CAP.!! I have owned Priuses for over 12 years, no more. Afterwards I did read in the owners manual a reference to a loose gas cap, why did the tech check that before he did a I/M test. More

Excellent service from service advisor I again received the consistent excellent service from Service Advisor Mike Huey. I got my oil changed, tires rotated and multi-point inspection done I again received the consistent excellent service from Service Advisor Mike Huey. I got my oil changed, tires rotated and multi-point inspection done efficiently and timely. Mike summarized my service results and suggested that a follow up on the waterpump can be checked on when I bring my car in on my next service appointment. Mike has been my family's service advisor for over 12 years. We have been extremely pleased with Mike and he is the reason we bring all our cars to be serviced at this dealership. More

Tire rotation Just wanted a tire rotation. Had to wait 2hrs and that is with an appointment. I never had to wait this long at Vallejo Toyota for anything. Amaz Just wanted a tire rotation. Had to wait 2hrs and that is with an appointment. I never had to wait this long at Vallejo Toyota for anything. Amazingly slow. I will continue to go to Vallejo for car service. More