Big Two Toyota of Chandler

Big Two Toyota of Chandler responded

Hello Gemma, I apologize for the misunderstanding, there is currently a chip shortage in which Toyota was only issuing one smart key with the promise of a second key being issued at a later date. Recently Toyota has started to provide the second keys and will contact your Father by US mail and inform you when it’s your turn to make an appt at your local Toyota dealership. Again, sorry for the inconvenience and thanks for your patience. You can contact me with any other questions or concerns at 480-898-6080 ask for Dana Stephenson

Big Two Toyota of Chandler responded

Hi Gatica1966 We are sorry to hear that our service team member did not live up to our expectations. Based on the information provided it is difficult for me to know the details of your visit however if you would like to share more details I would like to hear more. Please feel free to contact me. Jason Briggs Big Two Toyota Service Director 480-898-6005 Jason.briggs@bigtwo.com

Big Two Toyota of Chandler responded

Mousy327 Thank you for taking the time to submit a review of your recent service experience. I am sorry to hear that your visit was not up to par with your previous visits. It is difficult for me to look into details based on the information provided however if you would like to email me or call me directly I would be happy to look into specifics of your visit. My lowest online price currently is $59.95 for synthetic oil changes that includes up to 5 quarts of oil (if your vehicle required additional quarts of oil there would be an additional charge). You are right that oil prices have gone up dramatically over the past year however we feel that we are competitive in our pricing for oil changes. We feel it is our responsibility to inform you of all the options for your vehicle service needs and we are more than willing to review what is most important and what is least important in our recommendations. Certainly it is a challenging time to have full staffing and we, like most businesses right now are experiencing those challenges. I apologize that the service took so long to complete we are actively trying to add staff every day to better handle our service guests needs. Again I apologize for your visit not being a good one, thank you again for the feedback. Jason Briggs Jason.briggs@bigtwo.com 480-898-6005

Big Two Toyota of Chandler responded

Hi Tgoraya Thank you for taking the time to write a review of your service. I will need more information to look into it further for you. When the advisor was saying your warranty was up at 26k he was talking about your maintenance through ToyotaCare. There are items that, as a dealer in AZ we recommend to keep your Toyota in tip top condition and those are recommended starting at 30,000 miles. We present these items in a no pressure kind of way allowing our guests to make an informed decision as to having these items completed during their service visit. If a guest tells us they do not want them done we do not perform the additional work. We want what you want, a highly reliable vehicle that has little chance for break down.   Jason Briggs Service Director 480-898-6005

Tgoraya responded

First of all., thank you for your response Jason. Secondly I was educated recently on warranties and services so I understand when you mentioned the 26K and maintenance service. At the time i was not aware of certain coverages under a certain amount of mileage. As far as the conversation i had with the rep i was not educated nor explained what was going to be covered by any warranty in general and what my out of cost payment would be. My car was barely 2 years old at the time and it was not giving me any troubles. I brought it in for a routine oil change, which I told my rep, and nothing else was of concern. Yet during this discussion I was not told what my responsibility would be payment wise until after i came to retrieve my vehicle. In that instant, the rep constantly pointed out my signature on the paperwork as if that settled the whole disagreement. Once again I didn't understand the entire concept and only feared that i would be without my vehicle if i did not agree to fulfill the large payment at the time. No options were given to me. I sincerely hope you understand my point of view and where i am coming from.