Dolan Toyota

Recently went in for oil change, brake fluid flush & courtesy check specifically saying to not rotate the tires since I recently had it done. In fact I mentioned it 3 times to make sure they understood. courtesy check specifically saying to not rotate the tires since I recently had it done. In fact I mentioned it 3 times to make sure they understood. They asked if I wanted a courtesy car wash & I said ‘yes’. I informed service advisor that I was going to be onsite & wait. 2.5 hrs later, I asked for status. 20min later, service advisor informs me that they need to order a part for the brake fluid flush & the part will arrive the next day, I proceed to get up & service advisor said to wait & they’ll close out the paperwork. 30-35 min later, I asked where’s the paperwork so I can leave. Another service advisor contacts me & said to go to cashier to close our transaction. I noticed I did not receive the courtesy check report & worse yet, my tires were rotated! They informed me that my service advisor had gone to lunch. What? You knew I was waiting for you to come back so I could pay & leave but you had me waiting. Why couldn’t they passed my paperwork to another service advisor so it can be closed out? I had already been waiting 3.5 hrs & now I had to wait further to have my tires rotated back. I was so livid! It’s one thing to pay higher prices for auto mechanic service but I would expect competent, professional & keeping your client informed throughout the process. Instead I had to inquire 3 times to find out status & worse yet, they did not follow my instructions about not rotating the tires. I finally get my car back 4 hrs later, no courtesy car wash & I see that another oil change sticker is placed below the original oil change sticker. Why didn’t they remove the original sticker & placed the new one in the same place? Great, more stickers to block my view; too lazy to do the right thing. For what I had done to my car, I could easily go somewhere else where it’s cheaper & service advisors who keep me informed on the progress but most importantly, they listen to their clients when they say to do or not do something. I’ll take my business elsewhere who truly understands what customer service is & are more competent in following instructions. More

Let me start this by saying that I have purchased 4 cars through Dolan. My first purchase was amazing from start to finish, every purchase since then has been a little worse. We recently looked to trade through Dolan. My first purchase was amazing from start to finish, every purchase since then has been a little worse. We recently looked to trade a vehicle that we purchased from them. It had very low milage, no damage, and very clean. The sales guy refused to tell us how much they would give us for the truck until I agreed to buy another car (they didn’t even have the car I was looking for on the lot or in transit). I agreed to let them run my credit because if we could find the car I wanted then we would do a deal, only then did he tell me that they would only give me 5K LESS than I said was my absolute lowest trade value I would accept. Then he said if I traded my vehicle anywhere else I would have to cancel all my warranties through Dolan and they would only refund some stuff if I purchased a car through them. That’s illegal so we left and went to Carson City Toyota (which was better than even my first car buying experience with Dolan). Carson was able to cancel some of my warranties for me but Dolan uses some warranties from third parties, which by the way are 1k more than a longer warranty through Toyota. Dolan had to cancel my extended warranty and they did refund me. The luxcare warranty, which they sales guy we talked to originally said I would’ve gotten credit for if I purchased though them, they now say is not cancelable. It is important to note that when I purchased the warranty I was told it was a protection for the inside and outside, it was positioned as and extended protection to fixed holes, scratches etc. The service people that “installed” it said that it was a warranty on the inside and outside and that they just apply a special conditioner to the leather. Nothing else was done. I remember it clearly because when I picked my truck up it was still dirty (which I thought was strange at the time) and I had asked for a complimentary car wash but my magnets were still in place. Now, flash-forward 2.8 years when I try to cancel this “warranty” they tell me that I paid for a special spray to be put on my truck, inside and out, which wasn’t done. When I said I was told I was paying for a warranty, and no spray was applied they pivot and say that I was paying for the protection against oxidation because really the cost of spray was minimal (seriously, that was in the same conversation). Dolan has been getting progressively worse. If I paid for a non-cancelable item 2.8 years ago they didn’t deliver and the story just simply changes to fit the narrative I was given so they don’t have to give me my money back, seemingly because I didn’t purchase a vehicle through them - a vehicle they didn’t have in stock or even on the way. I should’ve done more research on what the luxcare warranty really was rather than taking their word for it because now I am out money for something I never really received - I could’ve conditioned the leather myself for a lot less. I would caution anyone to buy from them, the sales guys are there one day and gone the next, and they lie to get your business. If you decide to buy from them I would really suggest you don’t get any warranty from them. Their warranties are more expensive and aren’t what they claim. My family will never purchase from them again, it has been an expensive lesson. More