Toyota of Surprise

My experience at Surprise Toyota for a warranty engine replacement was an absolute nightmare, marked by incompetence and zero customer service. From the moment I dropped off my truck, it was a mess. Servi replacement was an absolute nightmare, marked by incompetence and zero customer service. From the moment I dropped off my truck, it was a mess. Service advisor Fred said the repair would take a week and that my rental car needed “approval.” I had to chase him down to confirm a reservation, finally confirming I’d receive a loaner Corolla. I scheduled an afternoon drop-off due to work, but they called me that morning, forgetting the appointment. When I arrived, no rental was ready, and the rental rep seemed clueless. They eventually stuck me with a minivan. Communication was abysmal. Fred barely updated me and often gave wrong information, like asking for two extra days only to call later that day saying the truck was ready. When I picked it up, I had to physically run and stop a lot attendant from backing my truck into a pole. Inside, I found a greasy mechanic’s thumbprint on the door jamb fabric. Driving home, I discovered a large plastic air dam dangling under the bumper. I called Fred, sent photos, and asked them to look up the part number so I could install it myself, as my time is valuable. He insisted I bring it back. I made it clear I’d wait and not leave my truck again, yet they took over 3.5 hours, not even starting for hours per my app alerts. Then they claimed the air dam was damaged and not covered, despite my photos showing it did not appear damaged before the repair. even if it was damaged in some way, it’s absurd they’d reinstall a damaged part to dangle there. I asked for the manager, who never showed. Then Fred said they’d need to order parts and get a quote—nothing was preordered! They wasted over four hours of my time, costing me childcare and work hours, and accomplished nothing. No apologies, no accountability. Fred said a manager would call, but I’ve heard nothing. Surprise Toyota’s service is utterly incompetent, with no regard for customers. Avoid this dealership’s service department at all costs. More

Quality service done right the first time from the Penske name that you know and trust! name that you know and trust! More

Service was fast and John our service writer was easy to work with. They also provided a great car wash. work with. They also provided a great car wash. More

Ken and the service team are professional, courteous and thorough. I appreciate their attention to detail and kindness. They are excellent. thorough. I appreciate their attention to detail and kindness. They are excellent. More

My adviser was very helpful and everything was done in good timing. Thank you gracias ! good timing. Thank you gracias ! More