Gino Micallef | Page 5

Was a loyal Pappa's Service customer for almost 2 years but after the last 2 service visits I have taken my service to a better Toyota dealership. The first incident was a regular oil change like I years but after the last 2 service visits I have taken my service to a better Toyota dealership. The first incident was a regular oil change like I do there every 5k miles - the next day I heard a very loud noise coming from under my hood when I started my 4runner. I popped open the hood and could clearly see a mountain dew bottle lodged in next to the engine. I pulled it out and the noise went away. It still had some oil drops in it so I could tell the mechanic at Pappas had used it the day before while changing my oil. I asked my service advisor Gino Micallef, on an unannounced visit, he immediately denied they use mountain dew bottles and tried insulting my intelligence that I might have sucked it up off the road while driving. Upon pushing him to let me speak with the service center manager or supervisor I was able to speak with the supervisor who walked in and upon seeing the soda bottle and hearing I was just in for an oil change, he immediately owned up to the mistake the mechanic made. Which instantly put me at ease, he then went on to explain how they use the soda bottle to catch oil from dripping on the engine. I understood, appreciated his honesty and he offered a free oil change next time. Because of how he handled that situation is the only reason I went back, if left to how Gino was handling the situation I would have never went back. Upon my next visit, I received the free oil change and explained to Gino that I think my rotors are bad, breaking at high speeds the steering wheel shakes, etc. Please test drive and let me know. Long story short, Gino stated the rotors are warped, could be turned and would test drive again to make sure the back rotors are ok. Said everything went fine so only needed front rotors turned. I rented a car, paid for it, so that Pappa's mechanics could have plenty of time to get it done, correctly, and I could get to work. In fact my 4runner sat on their lot for a full day after it was fixed before I could arrive to pick it up. Upon arriving it was right at closing so I immediately rushed inside to pay and to my mistake, did not look at the condition of my car. After paying, which took longer because Gino lied to me over the phone about pricing so it was 10% higher than I was verbally told. I walked outside with the last service advisor and see my car with a totally flat front tire. Not low, completely flat. It took the service advisor 3 trips to refill the air compressor to fill the tire back up. And that was after I had to ask him to please help as the dealership was closed and I had just returned my rental car so no way to drive a flat tire 4runner back home. Simply put, Pappa's Toyota does not care about customer service, they care about providing a report that shows they served 130 vehicles a day - who cares that they lie and damage their customers vehicles in the process, just make sure their report looks good every day. From the general manager Angelo to service manager Mark and service advisor Gino - not a single person cared about the service I have been receiving and the condition they left my vehicle in. I truly believe knowing how Gino is that he wanted the air in my tire leaked so I could pay them to do more on my 4runner. Furthermore, after 2 weeks of getting my rotors turned, the shake is back. Another job well done Pappa's. It is worth noting that another Toyota dealership was more than willing to provide excellent customer service and mechanical expertise to properly diagnose and repair my 4runner. Stay clear of this dealership unless you want to be taken advantage of and have your car returned in worse shape than when you dropped it off. More

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We purchased a minivan from Pappa's Toyota in 2009 and they serviced the car since then. I was happy with their service until today's horrible experience with Gino the service advisor. I took the car and they serviced the car since then. I was happy with their service until today's horrible experience with Gino the service advisor. I took the car for 45,000 maintenance that included 51-point inspection, oil change, and tire rotation. As Gino was filling out my service sheet, another Pappa's employee got in the office and informed me that my car's alignment was off. I was surprised to hear that due to: 1) I have not asked them to do alignment check 2) the minivan was still in the drop-off area. I simply asked Gino why they performed a service I have not asked for and his reply was "What is the big deal, the alignment check was complimentary". I then asked him if it was part of the 51-point inspection and he said yes. When I asked Gino to prove it by showing me the 51-point inspection list, he could not as I am pretty sure alignment check was not part of the list. I have two other cars and the dealerships never performed alignment check under multipoint inspection. Long story short, we both got upset and he first told me to leave his office and then when we were out of his office told me to leave the dealership in front of other customers and employees. Gino said they can refuse to provide service to anyone. I said that might be true under certain circumstances, but this is not one of them. I wanted to speak with the service manager, but he was not there so I ended up speaking with the parts manager first and after that the owner of the dealership. I informed both of them that the way Gino treated me was unacceptable and the owner assured me that he will have a talk with Gino. By the way, the parts manager showed me the machine located in the drop off area that checked my car's alignment. It looks pretty small and seems like it uses laser to check the alignment. I have no idea how the machine works, but based on the conversation with the manager, it does not sound very reliable as they double check the results with a conventional alignment unit when they take the car to the service area. It makes me wonder if they would let the customers know if the initial results were wrong or simply pretend like they fixed the alignment and charge for it. As a result of this unpleasant experience, I decided not to use Pappa's Toyota for my future car purchase/service. I am sure there are other Toyota dealers that will appreciate my business. Thanks for reading. More

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Pappas service department surpasses all other dealers I've ever dealt with. My service has always been outstanding. That's why I keep coming back to this dealership. Thank You for ALL you do to make m I've ever dealt with. My service has always been outstanding. That's why I keep coming back to this dealership. Thank You for ALL you do to make my time there pleasant. More

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Appreciated the friendliness and efficiency of service. Very happy that Gino found I still had the coverage for the free oil change! Always appreciate how they check everything and give me that checklist. Very happy that Gino found I still had the coverage for the free oil change! Always appreciate how they check everything and give me that checklist. More

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I bought my 2008 Haighlander here and I Have been using the servcice center for both my 99 Camery and the Highlander for approx. 5 yrs. I have always been well taken care of. Example when I firse bought th the servcice center for both my 99 Camery and the Highlander for approx. 5 yrs. I have always been well taken care of. Example when I firse bought the Highlander I was offered a free tire replacement plan. My Tires lasted longer than the free plan. When they finley did ware out I took them in and your Agent Gino Micaleff. Went to bat for me with the head Service Agent and my tires were replaced to my satisfaction. I am a happy customer. Gary R Kiefer More

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Been returning to Pappas for all our service for past 4-5 years since purchased our camry hybrid (which we love) from them. Service is excellent and they will match any service price in the area. We had an o years since purchased our camry hybrid (which we love) from them. Service is excellent and they will match any service price in the area. We had an older used Highlander which we now also bring to Pappas for service b/c of the excellent experience. I always try to seek out Gino for my service advisor because he is friendly, thorough and follows through on all issues until resolution. More

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Every time I go to Pappas Toyota, it's always a very pleasant experience. They always inform me as to what they are doing, how long it will take, and how much it'll cost. Gino did a great job taking me pleasant experience. They always inform me as to what they are doing, how long it will take, and how much it'll cost. Gino did a great job taking me through what they wanted to do and why, and he always works to make me aware of the best deals to save money. Trudy is super friendly and is one of many there who make taking my car in to be serviced enjoyable. I highly recommend Pappas Toyota to any who are looking to buy a Toyota or have their current one serviced. More

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Own two Pappas Toyotas. All service is performed at Papas. Gino is my Customer Service rep of choice. He is friendly, knowledgeable and trustworthy. The "experience" of the wait is very enjoyable. Tru Papas. Gino is my Customer Service rep of choice. He is friendly, knowledgeable and trustworthy. The "experience" of the wait is very enjoyable. Trudy completes the transaction and makes with a smile. Glad to see you added collision repair to your service menu. More

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Customer service is always a pleasure. Waited for my car in a beautiful waiting area with coffee, bottled water, and fruit. Also have a manicurist on staff. Flat Screen TV's add much to the atmosphere. W in a beautiful waiting area with coffee, bottled water, and fruit. Also have a manicurist on staff. Flat Screen TV's add much to the atmosphere. Work is always completed accurately, and on time. It is a pleasure to work with so professional a staff. They always make you feel welcome. More

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I have always been treated in a very friendly and competent way. The work has always been satisfactory. Gino Micallef has always been good about explaining what repairs need to be done. I would give competent way. The work has always been satisfactory. Gino Micallef has always been good about explaining what repairs need to be done. I would give him a five star rating. More

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