Marietta Toyota

Marietta Toyota responded

Javonna, thank you for taking the time to share your experience. We're sorry you left feeling that your concerns weren't taken seriously, as that is never our intention. After reviewing your repair history, we'd like to provide some additional context. On July 13, your vehicle was brought to us for a right front axle replacement. During that visit, our technicians also found that the front brake pads and rotors needed replacement and noted that the brake caliper bolts were loose from a previous aftermarket brake repair that was not performed at Marietta Toyota. At that time, there were no ABS or brake warning lights present, and we did not charge a diagnostic fee. When you returned on July 15 with intermittent ABS and brake warning lights, we again inspected your vehicle without charging a diagnostic fee. When the vehicle entered the shop, there were no warning lights illuminated and no diagnostic trouble codes stored, making it impossible to verify the source of an intermittent concern at that moment. During our inspection, we found the brake fluid to be contaminated, an existing condition that was not related to the axle replacement or any previous work performed by Marietta Toyota, and one that can contribute to intermittent brake system warnings. We recommended a brake fluid flush as the appropriate first step and explained—both in person and on the repair order—that this was the initial repair to restore the system and that additional diagnosis might be needed only if the warning lights returned. Fortunately, after the brake fluid service, the warning lights did not return. We understand why the timing of the warning lights raised concerns about the axle replacement. However, based on our inspections on July 13 and July 15, we did not find evidence that the axle replacement caused the brake warning lights. Instead, our documented findings pointed to pre-existing brake system conditions from work performed prior to your visit and contaminated brake fluid. Our responsibility is to diagnose and repair the conditions we find, regardless of where previous repairs were performed, and to make recommendations based on verified findings rather than assumptions. We appreciate you sharing your feedback because it reinforces how important clear communication is, especially when diagnosing intermittent concerns. We wish you many safe miles ahead in your Camry.

Javonnalucas1 responded

You are also attempting to mask the fact that the brake fluid has nothing to do with a sensor activating. I was told going through a rain puddle or hitting a pot hole and one other excuse would cause the light to come on. When in reality I’ve gone through hundreds of puddles and hit plenty of potholes in my travels and not once has the abs or brake lights activated. The fact that you did not charge a diagnostic fee should not have been done bc I told you exactly what the issue was, your tech repaired but hid it behind dirty brake fluid. The truth of the matter is the original technician either unplugged, did not seat the sensor back correctly or something in that realm. Replacing an axle and the sensor is directly correlated. I am not a mechanic/technician but have common sense. You have lost me as a customer in either buying from you and this is my 4th Toyota, nor will I visit your service center if it was the last one standing. The break and rotor replacement had nothing to do with the sensor and was addressed after another tech at your facility addressed it. Now that you have repaired the part that caused additional problems. I find your business practices to be shady and underhanded. After reading your reply, no further responses are needed.

Marietta Toyota responded

Mr. Kiptoo, Thank you for bringing your 2023 Toyota Corolla Cross to our Collision Center today. We appreciate the opportunity to inspect the concerns you raised. During today's inspection, our technicians evaluated the Intelligent Clearance Sonar System and did not find any faults with the sensors or any warning lights that remained illuminated. The safety alerts observed during the inspection were operating as designed and were appropriately triggered by the vehicle's driving conditions. As discussed, we understand your vehicle also has new collision damage, and we appreciate you choosing Marietta Toyota Collision Center to complete those repairs. We look forward to seeing you tomorrow when you drop the vehicle off. As part of the repair process, we'll continue to inspect the areas you've identified and ensure everything is evaluated thoroughly while the vehicle is in our shop. Thank you for giving us the opportunity to earn your trust. We'll keep you informed throughout the repair process and look forward to getting your Corolla Cross back to you in excellent condition.

Marietta Toyota responded

Brent, thank you for the wonderful review! Your comment says a lot in just a few words. When someone trusts the same person to help care for their vehicle over time—and is willing to recommend them to anyone—that's a reflection of a relationship built on reliability, honesty, and consistently good service. We're delighted to hear Greg McGaha has taken such great care of your 4Runner and earned that level of confidence. We'll be sure to share your kind words with him. Thank you for the recommendation and for letting us be part of your 4Runner's journey! 😊

Marietta Toyota responded

Thank you for your feedback. We're sorry to hear your experience left such a negative impression. Providing professional, responsive service is something we take seriously, so it's disappointing to learn we fell short of your expectations. Every customer deserves clear communication, respect, and a level of service that inspires confidence, and we're sorry that wasn't your experience. We appreciate you taking the time to share your concerns. Feedback like yours is important because it helps us identify opportunities to improve. If you would be willing to discuss your visit further, please contact our Customer Relations Manager, Sarah Lawrence, at (678) 831-4873. We would welcome the opportunity to better understand what happened and work toward a resolution.

Marietta Toyota responded

Thank you for this wonderful 5-star review. We’re so glad Brian Kessler made your regular service check-up quick, and that Waymon Post was able to help with the touch-up paint right there at Collision. Those small scuffs and scratches can really start to stand out over time, so hearing that your Prius looks brand new again and brings you that much joy is genuinely rewarding for our team. Experiences like this are exactly why we take pride in having knowledgeable people who care about the details and are willing to step in and help. Your next recommended maintenance visit will be around 6 months or 5,000 miles, whichever comes first. Thank you for choosing Marietta Toyota Service Center and Collision. We’ve proudly served Marietta drivers since 1975, and we’ll continue being here whenever you need us.

Marietta Toyota responded

Dear Chuba, thank you for your feedback. We’re sorry you were dissatisfied, but your vehicle was completed within the appropriate timeframe for the approved repairs, and our records show you were updated throughout the process, including during GEICO’s supplement review. You were also advised that we close at 6 PM and to arrive by 5:45 PM for pickup. Unfortunately, you arrived after closing, when the office staff had already left, and directed your frustration toward our cleaning staff. The next morning, you returned and used profanity toward our office team. We understand repair delays can be frustrating, but disrespectful behavior toward our employees is not acceptable. At this point, we believe it would be best for you to seek collision repair services elsewhere moving forward.

Chuba responded

You called me 5:00 pm to tell me car was ready for pickup. You never advised me to arrive at 5:45 pm. I arrived at 6:02 pm and was told by the cleaning person that (Vince) my assigned representative left for the day around 5:00 pm and the body shop was closed. Since your body shop does not have a policy for after hours pick up by customers… Then why call the customer when you’re leaving for the day to tell them to come pick up their vehicle.??? Next a member of your dealership management made a discount recommendation. The next morning I returned to your body shop and repeated the recommendation proffered by a member of your dealership’s management team only to receive outright lies and insulting remarks from your staff in response. It was an awful experience. I think we can agree that I will not use Marietta Toyota Bodyshop services again.

Marietta Toyota responded

M. R., thank you for choosing Marietta Toyota Service Center on Cobb Parkway South and for the 5-star review. We’re glad everyone was great, your service was completed on time, and that your first visit with us was a positive one—thank you for giving us the chance to earn your business. We also appreciate you recognizing Service Advisor TJ Ross for taking care of you, and we look forward to seeing you back. As a friendly reminder, your next maintenance visit is due in 6 months or 5,000 miles, whichever comes first. Proudly celebrating 50+ years of serving customers in Marietta, since 1975. Marietta Toyota: We’ve been here and we’ll be here for you. Safe travels, and remember, we’re only a click, phone call or visit away whenever you need us!

Marietta Toyota responded

Chris, thank you for choosing Marietta Toyota Service Center on Cobb Parkway South and for the 5-star review. We’re glad our team was professional and able to accommodate your concerns even without an appointment, and we appreciate you recognizing your Service Advisor T.J. Ross for taking great care of you. We’ll be sure TJ sees your kind words. As a friendly reminder, your next maintenance visit is due in 6 months or 5,000 miles, whichever comes first. Proudly celebrating 50+ years of serving customers in Marietta, since 1975. Marietta Toyota: We’ve been here and we’ll be here for you. Safe travels, and remember, we’re only a click, phone call or visit away whenever you need us!

Marietta Toyota responded

Mel, thank you for choosing Marietta Toyota Service Center on Cobb Parkway South and for the 5-star review. We’re glad you consistently receive great customer service and that our communication is clear and concise—those are priorities for our team on every visit. We also appreciate you recognizing Brian Kessler as a pleasure to work with; we’ll be sure he sees your kind words. As a friendly reminder, your next maintenance visit is due in 6 months or 5,000 miles, whichever comes first. Proudly celebrating 50+ years of serving customers in Marietta, since 1975. Marietta Toyota: We’ve been here and we’ll be here for you. Safe travels, and remember, we’re only a click, phone call or visit away whenever you need us!

Marietta Toyota responded

Art, thank you for choosing Marietta Toyota Service Center on Cobb Parkway South and for the 5-star review. We’re glad Brian Kessler provided great service and had you back on the road in less than an hour after completing your oil change and tire rotation—efficient, thorough visits are exactly what we aim for. We’ll be sure Brian sees your kind words. As a friendly reminder, your next maintenance visit is due in 6 months or 5,000 miles, whichever comes first. Proudly celebrating 50+ years of serving customers in Marietta, since 1975. Marietta Toyota: We’ve been here and we’ll be here for you. Safe travels, and remember, we’re only a click, phone call or visit away whenever you need us!