Longo Toyota - Service Center

Above and Beyond We didn't originally buy our two Toyotas from Longo, but the 2005 Prius we purchased new from another dealer has its full service history at Longo. To We didn't originally buy our two Toyotas from Longo, but the 2005 Prius we purchased new from another dealer has its full service history at Longo. To that end, our experiences at Longo have always been professional and friendly, but it wasn't until last week that, for us, Longo really pulled out all the stops. Last Friday my wife was leaving work for the weekend and pressed the power button to start the car. The entire instrument panel lit up like Macy's Herald Square on Black Friday. When the car started, but refused to accelerate past 25 mph, she realized it wasn't just a few stray electrons: It was a major failure of some sort, so she drove it at a crawl, hazard lights blinking, to Longo. The diagnostic confirmed our worst fear: The first and only brand new car we ever bought, with less than 74,000 miles, had burned out its main battery. The repair estimate: $4,134.55. Considering the car was only worth $8,000 (at best), we looked at alternatives to spending half the value of the car on a repair. Options ranged from $400 for reconditioning the existing battery with no guarantees, to $2,200 for replacement with a "remanufactured" pack with spotty long term customer reviews. None were particularly confidence-inspiring, especially since my wife needed a reliable car to commute to work. We even entertained the possibility of just selling the car to a junkyard and replacing it with a new one. In a last-ditch effort to avoid such a drastic (and expensive) solution, we contacted Toyota USA with our predicament. The HV battery warranty was 10 years or 150,000 miles, whichever came first. Since we were a year out, Toyota was not obligated to help, and if they offered anything at all, it would be decided on a case by case basis. So on Monday, we sent an email to Longo CEO Brendan Harrington asking him, if he had time, to put in a good word for us with Toyota as we had done all our maintenance and repairs with his dealership. We weren't actually expecting a response, but to our surprise he replied a few hours later and said he'd see what he could do. The next day, we received another email from him saying that he had heard back from Toyota, who were willing to cover the cost of the battery as a goodwill gesture while our only out-of-pocket expense would be labor, or $730. Longo's parts department happened to have one new battery in stock, and a day later (yesterday), my wife's car was back in her possession with a clean bill of health for a much less painful financial hit than originally expected. As a family of five with limited resources, and trying to save for a down payment on a modest house after living in a rental for the past 15 years, I'm not sure if Longo realizes what a huge favor they did for our family. When doing business, there's no better feeling than being in a transaction with someone who has your back. We're Toyota customers for life, and we'll be buying them all from Longo as long as they sell them. More

Do not go there for service unless you have plenty of time! I have few cars that bought in Longo Toyota and I always go there for service because of the reputation. This time I had appointment at 9:40a.m., chec I have few cars that bought in Longo Toyota and I always go there for service because of the reputation. This time I had appointment at 9:40a.m., check in at 9:50a.m. and the promised finish time by 1:30p.m. I just cannot believe what I heard, does it really need to take about 3.5 hrs just for the service?! I told my service advisor - Jessie that I have made an appointment and normally the longest waiting time is within 2hrs. He did not smile at all from the beginning and just told me that there are other vehicles just came in. I asked if they all had appointments, he just told me they had to be serviced first because they have finished the paperwork. Then what is the point to make appointment if it is based on first come, first served! He did not even say any sorry to me and not helpful at all. I had no choice but seeking the supervisor for assistance. The supervisor was very nice and helpful and finally I could get back my vehicle before 12noon. This time was the worst experience I had with Longo Toyota and I am just wondering if they really provide good customer service. More

They dropped the ball First time here to get my Prius serviced, had an appointment at 10:30am, checked in at 10:32am, was given a pager and was promised a delivery time by First time here to get my Prius serviced, had an appointment at 10:30am, checked in at 10:32am, was given a pager and was promised a delivery time by 12pm. Waited until 12:45pm and still waiting. Checked up with Service Advisor on the delay and was sadly informed that they lost the paperwork and my car has not even been started on for service. Needless to say they dropped the ball. Since this is a FREE first service, they tried to offer coffee at Starbucks or something else. I just told them get it done and I will just cancel my 1pm appointment somewhere else. Service Manager did his best but this first time visit and experience left a bad taste in my mouth. I'll probably just stick to Toyota of Glendale again. Never had a problem with them with my old Prius. More

Disappointed John Cervantes wasn't helpful at all . He spend more time talking to other service team friends than explaining my concerns .I called him a couple tim John Cervantes wasn't helpful at all . He spend more time talking to other service team friends than explaining my concerns .I called him a couple times to his station no answer was too busy chatting & laughing ignoring the ring .Will not be doing my service at Longo Toyota anymore . Not only is it expensive but the service is terrible. More

Mistake My Mistake, I should have bought a Honda! Had three significant issues poorly fixed by Longo and by Toyota inspector. Complained to TMS but was told My Mistake, I should have bought a Honda! Had three significant issues poorly fixed by Longo and by Toyota inspector. Complained to TMS but was told they stood by their dealer. Wrote to Longo's owner and was told the Customer service director would contact me she never did but told TMS she had. Issues were with front drivers seat cushioning failing only after 3 years (Longo put a patch and charged TMS about $80 when they were supposed to replace the cushioning), arm rest that broke but was told by Toyota inspector its not for resting the arm, and noise from front dash was not fixed the first time. They refused to repair it the second. The 4th fix was again at TMS courtesy, the rear hatch was misaligned after 3 years. I was told by a tech that happens regularly to the highlanders. So sorry I bought a Toyota especially from Longo. BUY A HONDA! More

Bought a car in 2010 got ripped off badly in 2014 Be careful if you are considering a Toyota I got ripped off by Longo, and Toyota. I bought a Yarris in 2010 during the heat of the recall. One o Be careful if you are considering a Toyota I got ripped off by Longo, and Toyota. I bought a Yarris in 2010 during the heat of the recall. One of the worst recalls in Automobile History. Why? I felt that since I had owned Toyota's before I could trust them to do what was right if i had a problem with the car I was to purchase. I wanted to support them, and knew they have/had a great history in making great cars. All was well until 2014, Toyota Lied to me..and ripped me off.. Their dishonesty, laziness, and incompetence cost me over $2000 in costs for items stolen, taxi, rental car etc. plus damage to my vehicle . I don't yet have an estimate to repair the damage, yet but will do so soon. When I called Toyota and asked for help..they said I was a ONE car Owner and thus unimportant to them. They said if I owned a fleet of cars, or perhaps a city looking to buy a lot of cars, or trucks they would assist me. But since they only ripped off me, one person, with one car they can afford the lose of business. I am a Veteran, and I see that Toyota is trying to exploit the Military and Veterans, with some "we support the troops" offer on their site and advertising. I am a Veteran they supported me by ripping me off. PLEASE DO NOT MAKE THE SAME MISTAKE I MADE AND GET RIPPED OFF! I guess this is like when people ask for a stop light to be put at a busy intersection and nothing happens until someone is killed , and THEN when it is installed The Family always says, "at least this tragedy will not happen to others".. I don't wont YOU to get ripped off as well. Toyota DID give me around $350, of what they ripped me off for..and I told them I would give them credit in my posts, and if they correct what they did I will update my posts. I will also be posting on Veteran Service Organization sites to warn Veterans etc. But if you are a Veteran or not be careful and don't buy a Toyota! I stood by Toyota they paid me back by ripping me off! Thanks- toyotarippedusoff2014 @ yahoo.com More

I went into Longo Toyota to have my 2010 tundra crew max front seats looked at. The passenger side air bag senor was not working and kept blinking to fasten the seat belt and the fabric to the driver side front seats looked at. The passenger side air bag senor was not working and kept blinking to fasten the seat belt and the fabric to the driver side was pulling away from the seat as well as it squeaking. I explained to the service rep that about 2 weeks ago I found a screw and plastic piece by the driver side door and that every time you go up a driveway or go over speed bumps or bumpy road the chair squeaks. Just finding the screw, plastic piece and the fabric pulling away from the chair the chair is defective and the truck is still under warranty so replace the whole chair. The service rep said they have to have the district parts manager look at it and see what he wants to do replace it or fix it. They decided to fix it. I wish they would have replaced it like they did when I had the 07 tundra. I gave them the benefit of the doubt to fix it and thought maybe the screw had to do with why the chair was squeaking. I advised the service rep that I bought the running boards for this truck so I would have this problem. Even showed the service rep how I entered and exited the truck and he agreed that the chair should not be doing this or having this problem. I also mentioned that this was the 2nd tundra crew max I purchased and the first one had the same issue but I didn't have running boards for that 07 tundra. this makes me question the quality of automobiles Toyota put out having 2 truck with the same problem. What pissed me off is that the technician could not replicate the squeakiness. How can you not replicate it makes the noise every time you go over bumps speed bumps or go up driveways. Even if they couldn't replicate it, it is obvious the chair is defective the broken pieces falling off the chair, fabric pulling away and its still under warranty replace it. But they didn't do that, so now I have to deal with a squeaky chair that every time I go over a speed bump or bumpy road I hear the squeak. This pisses me off I worked hard to by this truck and to have this going on with a new truck it is xx. Everyone that knows me knows I am very meticulous about my truck and nothing better be wrong with it, I take care of it. I spoke highly of Longo Toyota and referred many people to purchase cars from Longo Toyota and that Toyota puts out a reputable automobile and guarantee's there automobiles due to how I was treated. Within my whole family we own 10 Toyota automobiles. The last 2 tundras I have had and having the same problem makes me question what type of product Toyota is putting out and if I should trade this one in for another type of truck from another dealer and not a Toyota at all. After I Finish paying this truck off I don't think I will buy another Toyota Tundra if they give me a hard time about a squeaky chair under warranty. They only way I will keep this tundra and continue buying Toyota's if they honor replacing the seat and honor that they back the automobiles and being a superior automobile manufacture. More

Joanne Hamilton is amazing when it comes to customer service. she always greets me with a "Hey, Dirk! how are you!" you dont get that many places. Unfortunately, they let Tom Ryan go. after 23+ years service. she always greets me with a "Hey, Dirk! how are you!" you dont get that many places. Unfortunately, they let Tom Ryan go. after 23+ years. Bad Decision. Very, VERY bad. When you've had 1 (yep, count'em ONE) service advisor for 20+ years, that you've recommended to all of your toyota owning friends (and passed cards out for), it's quite disappointing to find him gone. Especially when, in those same 20 years, you've tried other advisors at Longo when he's been on vacation, and things just didnt get done right, or on time. I may go back to see how other advisors are, but that remains to be seen. i have already gone to the dealership (15 or so miles out of the way) that Tom went to work for for my basic service. To add insult to injury, about this same time, Penske took over the starbucks in the dealership. (it used to be a corporate starbucks) More problems. i ordered a simple drink--a caramel apple spice (grande' size, with no whipped cream.) i opened it to add a splenda...and noticed that the level of the drink was about an inch to an inch and a half from the top. ummm...you dont add "room for cram in an apple cider drink (even coffee you leave about a half inch max.) instead of using the standard issue starbucks lids, they cheaped out and use a generic "Dart" brand lid...nice going...it leaked all over my shifter while i was driving...that NEVER happens with the starbucks supplied lids. yep, they likely cost more...but they dont leak. (i've had the same experience twice--just to make sure it wasn't a fluke) me thinks they should have left running a starbucks to people that know how to run a starbucks. Things just ain't the same @ longo anymore...sad. More

Took my car in for a dynastic test ($110.00). Explained that I heard a noise, so mechanic took it out on a test drive, confirmed the noise. Got back to the dealership, I had them open the hood and explaine that I heard a noise, so mechanic took it out on a test drive, confirmed the noise. Got back to the dealership, I had them open the hood and explained that the noise might me coming from the left side. Left my car at 7:30 AM. At 1:00 the service manager called and confirmed that the noise was coming from the cracked cover I had pointed out. But did not know for sure that the noise was going to stop.I told the service manager that I would call him back. REMEMBER I HAS TAKEN MY CAR IN FOR A DYNASTIC TEST I called a different Toyota dealer and they gave me more information just over the phone in regards to replacing the part (cover). I than called back and talked to the service manager and mentioned that the engine light was on over the weekend. The service manager said he would check it out. Here it is after 1:00 in the afternoon 5:30 hours later what happen to the dynastic test that was supposed to be done, that was the purpose of my service appointment. Guess what now it's another issue a over $1200.00 problem. I than asked for the results of my test but have been getting the round around. All I want are my dynastic test results. BAD SERVICE....CAN'T TRUST THEM...OVER CHARGE....AND CAN'T GET TEST RESULTS ON YOUR OWN CAR...WHY WHY WHY More