I am writing this review to express my ongoing - Rose Da Costa
I am writing this review to express my ongoing frustration with the poor service I have repeatedly experienced when making oil-change appointments at Dalton Toyota.
I have been a longtime customer of Frank Hyundai and Toyota, and unfortunately, my experiences with Dalton Toyota’s service department have continued to go downhill.
The first issue is that I make an appointment, receive a confirmation text, and then arrive at the dealership only to be told that I am not on the schedule. I show the service representative my confirmation text, and I am then told, “We can still take you as a non-appointment.” Excuse me? I DID make an appointment and received confirmation.
The last straw was August 13, 2026.
I made an oil-change appointment for 12:45 PM. I arrived at approximately 12:40 PM. Immediately, an employee came out, placed a cone on the hood of my vehicle, and told me to wait because Anna V. would be assisting me.
About 10 minutes later, another employee came out to check in my vehicle. I was told Anna V. was running behind and that she could check me in instead. At approximately 12:55 PM, my vehicle was taken back.
I then went inside to speak with Anna V., who told me the oil change would take approximately two hours. So I sat in the waiting area.
While waiting, I noticed customers who had checked in after me were already leaving with their vehicles.
At approximately 3:05 PM, I approached Anna V. and asked if my vehicle was finished. She told me to hold on while she checked. About five minutes later, she returned and told me it would take another 45 minutes because my vehicle had been moved off to the side and the oil change had not even been done yet.
I was shocked.
So, after waiting for more than two hours, I was being told that my vehicle had essentially been sitting there and had not even been placed in a stall to have the oil changed.
At that point, I asked to speak with the Service Manager. While I was explaining my situation at the service checkout, the Service Manager was standing nearby. She had been within earshot, yet walked away. I was then told that the Service Manager was not available.
I asked to speak with the General Manager. I was told they weren’t sure if he was available. I walked over to the sales area and requested to speak with him. The receptionist went to speak with him and returned to tell me he was not available.
Eventually, Anna V. came over and told me, “Mrs. ___, come with me, come.”
I finally spoke with the Service Manager, who turned out to be the same person who had been standing nearby while I was asking to speak with the Service Manager.
Her response was essentially that just because you have a 12:45 PM appointment doesn’t mean your vehicle will be serviced at 12:45 PM. She explained that they can check customers in, but they cannot control what happens in the back.
My question is simple: Then why make appointments?
I told her this experience was worse than going to a doctor’s office. Imagine having a 12:45 PM doctor’s appointment, checking in, sitting in the waiting room for two hours, and then being told you have another 45-minute wait before anyone even sees you. Her response was basically, “Yes, pretty much. I can’t control it.”
That is NOT the type of customer service I expect after making an appointment.
I also told her that this has been an ongoing problem I have experienced with Dalton Toyota. Her response was that there was nothing she could do about it.
At that point, I told her to just change the oil and forget about the tire rotation. I also told her that I would not be returning to their service department.
And the frustrating part? There was absolutely no sense that my concerns mattered.
To make matters worse, when I finally received my vehicle back, the oil-change reminder sticker had been placed on the dashboard instead of on the windshield. I even showed it to the service team at Dalton Hyundai, and their service representative said, “Wow, that’s not right.”
poor Service 😠
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