Magnussen's Toyota of Palo Alto - Service Center

Disappointing Customer Experience at Toyota Palo Alto Sharing my experience below: Try to avoid this dealer for service. If there is no other option, don't expect even basic things. That way, you Alto Sharing my experience below: Try to avoid this dealer for service. If there is no other option, don't expect even basic things. That way, your expectations will be better. Do not fall for their promises of Uber service, timely updates, etc. I have been a loyal customer since 2017. I have always trusted the team's training and expertise, which is why I have not specifically requested to work with a particular advisor in Toyota Palo Alto. However, my faith in the quality of service provided by Toyota Palo Alto was shaken on March 19th due to multiple issues I encountered with my advisor. Additionally, the same feedback shared with his supervisor or GM has not even been responded to after waiting for 2 weeks. Here are the key incidents that led to my dissatisfaction: 1. Lack of Proactive Communication: I was promised a call when my car would be ready by 5 PM, yet I had to make multiple calls after 5:30 PM to get an update. Shouldn't the advisor be responsible for providing timely status updates? 2. Delayed Payment Process: Despite being informed that I could pay over the phone, I had to wait for 10 minutes to finalize the payment. 3. Miscommunication Regarding Uber Ride: I requested an Uber for 7 PM due to a meeting, but the advisor mistakenly booked it for 6 PM, causing inconvenience. Later, the advisor said he rebooked it for 7 PM. 4. Uber Ride Cancellation: At 6:57 PM, my Uber driver canceled the ride, and upon contacting Toyota Offsite, I was informed that Uber services are not provided after 6 PM, contradicting the information given by the advisor. So, I ended up coming at my own expense. 5. Lack of Service Sticker: Upon picking up my car, I noticed that there was no service sticker on the driver's front window indicating the next service due date and mileage. 6. False Statements and Denial of Mistakes: Despite reaching out to the advisor on the 20th, I received misleading information and excuses. He promised to send a survey link during our call but later sent me a message with a manager's number instead. Furthermore, he made incorrect claims about the Uber ride cancellations and displayed a lack of awareness regarding the service sticker location. I am deeply disappointed that such basic aspects of service were overlooked, and I am concerned about the integrity of the information provided by their team. My request urges you to address these issues promptly to maintain the credibility of your business and regain the trust of customers like myself. The supervisor and GM have not even responded to all the valid emails I sent. More

I love that I have Alex Ramirez as my service advisor. The service department is the reason why I continue to buy my cars from Magnussen Toyota in Palo Alto! The service department is the reason why I continue to buy my cars from Magnussen Toyota in Palo Alto! More

Though not the closest dealership, we have been using Magnussen's Toyota of Palo Alto for a couple of decades for five new car purchases and all the maintenance services associated with these cars. No ma Magnussen's Toyota of Palo Alto for a couple of decades for five new car purchases and all the maintenance services associated with these cars. No matter how busy they are, their service always displays a customer first attitude. More

Left the car with an electrical issue, low battery. Declined 5K mile checkup so got a laundry list of items like brake check, broken windshield (as if I didn't know) and no diagnosis made of the electr Declined 5K mile checkup so got a laundry list of items like brake check, broken windshield (as if I didn't know) and no diagnosis made of the electrical issue. More

My advisor Minh took care of my service request. He was polite, courteous, and took the time to explain exactly what my car needed. He also allowed me to look at his monitor so I could see a step by He was polite, courteous, and took the time to explain exactly what my car needed. He also allowed me to look at his monitor so I could see a step by step breakdown of everything that needed to be performed on my car that day, along with an attached price for each service. Never did I feel rushed or pushed into purchasing something. I really appreciate his professionalism and taking the time to hear my requests. Most of my visits to this service department are great, and this particular visit can be placed on the same list. More

Great service as always. My service advisor, Mins, was very attentive to my needs. I have been going to this dealership for 20 years so I am very satisfied. My service advisor, Mins, was very attentive to my needs. I have been going to this dealership for 20 years so I am very satisfied. More

I thought I needed a repair; I tried to fix it myself but couldn’t, so took it in for repairs. After multiple attempts, they couldn’t replicate the issue and said the car was actually fine - so charged me n couldn’t, so took it in for repairs. After multiple attempts, they couldn’t replicate the issue and said the car was actually fine - so charged me nothing! Appreciate their honesty and long term thinking More

Brought my Toyota RAV4 for scheduled reserved appointment for oil change at 7:30am today. I was told it will take the whole day. They will just call me. It takes the whole day for an oil change? Then i foll for oil change at 7:30am today. I was told it will take the whole day. They will just call me. It takes the whole day for an oil change? Then i followed up and I was told it will be ready by 4pm or 5pm today. I said I will just pick up my car and have oil change somewhere else. Then Duong called me back and said I can pick it up at 12pm. I got my car at 12:30pm. I hope next time I will not have same experience and for other customers who need oil change or maintenance. More

I bought my Toyota Prius at Magnussen Palo Alto in 2005 and have been taking it there for service ever since. I have loved my car, and the service has been excellent except for a period during the past fe and have been taking it there for service ever since. I have loved my car, and the service has been excellent except for a period during the past few years. It was a great relief to see Randall there and receive the service I have grown accustomed to. Thank you! More

I have been bringing my car to this dealership for maintenance for several years, and the service is great every time (especially with Tony, my service advisor). maintenance for several years, and the service is great every time (especially with Tony, my service advisor). More