Toyota of Plano - Service Center

Thanks to Caitlyn Potter very kind and helpful. ..all staff Great Service once again THANKS. ..all staff Great Service once again THANKS. More

Today my service appt. was with Wen Lai was a great experience! I plan to have my Highlander Hybrid serviced as needed. was with Wen Lai was a great experience! I plan to have my Highlander Hybrid serviced as needed. More

The service staff are attentive and helpful. I have been going there for several years with no issue. I have been going there for several years with no issue. More

Great service! Johnathan Salas explained everything clearly and made the whole process easy. Very professional and helpful—highly recommend! Johnathan Salas explained everything clearly and made the whole process easy. Very professional and helpful—highly recommend! More

Shuttle service is a great option. Chris was great and on top of things. Facility is clean and very open and accessible. Chris was great and on top of things. Facility is clean and very open and accessible. More

Very nice and service was done in a very quick turn around. Both the service person to the checkout lady. Very professional and treated me with great respect. Very nice to work with. around. Both the service person to the checkout lady. Very professional and treated me with great respect. Very nice to work with. More

Service writer did an excellent job of informing me of length of time and warranty repair procedure , very customer oriented length of time and warranty repair procedure , very customer oriented More

Oil change booking was easy and Jonathan treated me very professionally and explained my concerns professionally and explained my concerns More

My experience with this dealership has been extremely disappointing—marked by poor, unprofessional customer service and unhelpful staff. As my local dealer, I expected better, but left feeling dissatisfi disappointing—marked by poor, unprofessional customer service and unhelpful staff. As my local dealer, I expected better, but left feeling dissatisfied. I bought a new Toyota Sienna and soon noticed that the sliding door rollers caused excessive noise, a common complaint among owners. The issue appears to stem from poor assembly and uneven paint on the rollers, which causes grinding sounds when the doors open and close. I scheduled service online and was assigned a service advisor named Marco Cardona. From the start, he was argumentative, unfriendly, sarcastic, and unprofessional. When I showed him the noise, he claimed he couldn’t hear anything abnormal and insisted it was normal. After persistent insistence, he reluctantly agreed to have the technician inspect it. Later that day, Marco called to confirm the noise and said the rollers needed replacing. Strangely, he mentioned the parts were backordered with no ETA—yet never apologized or explained the earlier dismissiveness. Two days later, I checked online and found the parts available at other dealerships. I contacted them to source the parts, and to my surprise, was told they’d already been ordered and would arrive in two days. Why no one from this dealership or Marco ever informed me? I booked an appointment for when the parts arrived, but Marco never called. When I called him, he said customer notifications were handled by the business department, and he never gets parts availability updates. No explanation was given upfront; basic customer service was missing. I brought the van in for the second time, asking if the roller assembly needed to be painted since it was originally factory painted. Marco assured me it did not. Later, I was disappointed to see the assembly was still unpainted, looking raw and mismatched, and the noise on one side was only slightly improved. When I called Marco, he dismissed my complaints and denied the need for painting, again providing false assurances. He scheduled a third visit, claiming it would take four hours. At that appointment, I expressed my dissatisfaction again. Marco dismissed my concerns, claiming the parts inside the doors didn’t need painting as a courtesy, despite visible bare parts. I also pointed out that the rearview camera pixel alignment was off, but he said nothing could be done. During my wait, Deno Principe, the service manager, unexpectedly explained that Toyota had stopped painting these rollers due to complaints and now recommends against it. He said it would take at least two days to send parts elsewhere for painting, which shocked me as Marco previously told me it would only take four hours. No one explained this change initially, and I was left frustrated. Deno agreed to proceed with painting the parts and left my vehicle for two days. He also promised to look at the rearview camera. After almost a week of silence, I called multiple times with no response. When I finally got through, I was told Deno was out of town. Later, Marco claimed he had called me with an update, but I never received such a call—yet I received other messages from them. This inconsistency raised serious doubts about their communication. I brought the vehicle back a fourth time, requesting to see Deno. I found that he had never addressed my complaints about Marco’s attitude or the delays. Despite promises, no callback was received, and I had to check in again. On the second day, I called Deno, who said someone would call me back. Instead, a technician informed me the van was ready and everything with the rearview camera was fine. I picked it up, but noticed the bolts attaching the hinge weren’t painted, and the noise from the other sliding door persisted, though less. In summary, this dealership’s poor communication, dismissiveness, false promises, and unprofessional attitude have left me highly dissatisfied. I will at least avoid having Marco Cardona as a service advisor. More

I needed warranty service before a road trip and they fit me in late day me in late day More