Brooke Pierce

Bought a new, used car and it needed immediate service. I needed a second key (a certified car bought through this dealership doesn't guarantee it will have two keys, apparently!) I also wanted to arrang I needed a second key (a certified car bought through this dealership doesn't guarantee it will have two keys, apparently!) I also wanted to arrange for an appointment to get a couple of service lights cleared and to order upgraded mats through parts. The service department couldn't/wouldn't write up an invoice for parts or service until they (the service writer) physically spoke to my salesman. After two days, the service writer had yet to speak to sales and get the info she needed to open an invoice which would allow parts to order a key or make an appointment for the pre-existing warning lights. I went directly to parts. He asked the service writer to open an invoice so Parts would have an open invoice to order parts. The service writer did not want to open a invoice until she talked to my salesman and that proved to be an insurmountable challenge . Nothing happened. I got the parts guy to order the key and mats after I promised to pay for both. Eventually, the spare key and my mats arrived in parts . Once the key was in I drove my car into service to have the key programed. I told them the key was in Parts and I wanted it programmed, and while there I wanted them to fix the pre-existing service warning lights on the dash. This was a new service writer to me, and he agreed to have the car key programmed (since I was paying for it). The pre-existing service lights was going to be a challenge. I suggested (as a joke) he have the service manager talk to the sales manager to clear the work on the warning lights. He smiled and said that was what he would do. I had to leave car for the whole day to program the key. Turns out the additional service work required a part be ordered and it was installed the following morning. So, the next day, I got a call the car was fixed (yeah, service and sales apparently talked), and after a week of taking delivery of my car, I got a second key for the car (which I paid for), and all the pre-existing warning lights serviced. But we still aren't though! Part of the deal was the car would be sent out to have leather installed and the dealership would provide a loaner. Took at least 5 phone calls and a lot of aggravation before the appointment was made through my salesman and the sales manager and I dropped the car off. The problem was that all the "deals" cut during the sale had to stay under the purview of the sales department. Service could not get involved at all with the leather appointment or loaner for the leather work. (It also explains why I had such a problem with service over the key and the pre-existing problems on my "new" car. The dealership did do as promised and the sales manager made the appointment directly with the leather company, and arranged for me to have a loaner, and the leather is perfect. I just don't understand why the dealership is organized into different little fiefdoms, with one department unable or unwilling to talk to the other. Sure makes feel like a second class citizen, and to get the progress I did, I felt like I was a member of the US State Dept and negotiating between different warring department: sales, service and parts. I would really, really like to bring my car here for service since I only live a few blocks away...but I wonder if such an action makes sense after everything I have experienced to date. Will the extended warranty be honored by the service department even though the dealership sold it to me? Will service fight for me to get a warranty claim through if they need to talk to someone else? Shame really....Toyota makes a great car, and with great service it will last forever. I sure wouldn't recommend anyone buy a car from this dealership. Service seems to work, but they are hamstrung by the dealership management. They could be so much better. More

by B52guy Verified Customer Verified Customer

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Excellent job on all accounts. Staff great when Brooke was busy. Always wash my van Staff great when Brooke was busy. Always wash my van More

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I was fine with this business until my 20,000 mile service appointment. My hubcap disappeared, and I had to threaten my service advisor with law enforcement to even find out what happened. Finally lea service appointment. My hubcap disappeared, and I had to threaten my service advisor with law enforcement to even find out what happened. Finally learned they'd broken a clip on my hubcap. No ofter to make it right. No apology. Had to demand a new hubcap, even with having the gap ins. I was sold with the SUV. The experience was disheartening and surreal. More

by STACYLEE70 Verified Customer Verified Customer

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Excellent service all the way around, friendly staff from sales to service to management, overall great experience! sales to service to management, overall great experience! More

by DChip Verified Customer Verified Customer

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All of the customer service staff, from the person who greets you and finds out what services you need, to the cashier at the end of the transaction, are friendly, professional, and knowledgeable. Also t greets you and finds out what services you need, to the cashier at the end of the transaction, are friendly, professional, and knowledgeable. Also the service was done in a timely manner, and I was kept informed each step of the way. I'm so glad I bought my car here! More

by JONES76048 Verified Customer Verified Customer

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Moriah is amazing! Definitely visit her if you are bringing your vehicle in for service. Definitely visit her if you are bringing your vehicle in for service. More

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Everyone at Shottenkirk was very helpful and very nice and made sure I got everything I needed/wanted! and made sure I got everything I needed/wanted! More

by TRACITODD58 Verified Customer Verified Customer

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I could not have been more pleased. My experience was beyond expectation. I will recommend their services to everyone I meet. I should to take my car there My experience was beyond expectation. I will recommend their services to everyone I meet. I should to take my car there More

by MGHOWARD Verified Customer Verified Customer

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Brrok was friendly, knowledgeable and understanding. Fast, smooth just awesome alaround experience. Definitely coming back Fast, smooth just awesome alaround experience. Definitely coming back More

by CARTUNEZ70 Verified Customer Verified Customer

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Service is excellent and the staff is great, very knowledgeable about what the customer needs. knowledgeable about what the customer needs. More

by ISMAEL.AYALA58 Verified Customer Verified Customer

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