Toyota of Plano - Service Center

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

first off. .. I love my new 2025 Toyota Land Cruiser! My experience with the sales process was good. No complaints there... Now, 3 months later, I had my firs .. I love my new 2025 Toyota Land Cruiser! My experience with the sales process was good. No complaints there... Now, 3 months later, I had my first encounter with this dealership's service department and let me tell you.... I was NOT impressed whatsoever! I drove in to the service department like I've done with our Lexus and Audi cars that we own, expecting the same kind of top end service that we receive from those dealerships. What I got was... nothing. No Greeting. Not even an acknowledgment. I stood there watching employees walk right past me. I waited, thinking they were just busy. After about 10 minutes of standing there... still nothing. I walked into the service department offices, expecting a "what can we do for you?" from somebody. Still, Nothing. I watched people sitting at their desks doing nothing and they could have cared less about me. So, I left and walked next door to the sales floor and asked the front desk if there was anyone available from CS to help me. To make a long story short, they had to walk next door to the service department to get someone to help. The person who was asked to help me seemed bothered to be told to help me and it showed in his attitude. I took my car and left. I'm going to have to find another place to take my car where service means something.... Buyer beware! Buy or car from this dealership but don't service your car there. You'll be very DISAPPOINTED! More

The service was quick and courteous. They gave me some options on recommended additional services They gave me some options on recommended additional services More

Everyone I have dealt with has been very supportive and helpful. They are always willing to answer any questions I may have and offer suggestions that may help. helpful. They are always willing to answer any questions I may have and offer suggestions that may help. More

Excellent service! Friendly staff and efficient service. They had me in and out in no time. 10/10 would recommend Friendly staff and efficient service. They had me in and out in no time. 10/10 would recommend More

Extremely comptreent and knowledgeable staff. Easy to contact and get appointments. On time service and quick turnaround. Promises made; promises kept Easy to contact and get appointments. On time service and quick turnaround. Promises made; promises kept More

When I call for make it an appointment is easy . The service, and the attendant is very good. God bless you The service, and the attendant is very good. God bless you More

Good take care of customers with professional staffs. Highly recommended for better care of your vehicle for peace of mind. Highly recommended for better care of your vehicle for peace of mind. More

Easy check in and prompt service. In and out in about an hour. Excellent service advisor. In and out in about an hour. Excellent service advisor. More