Hendrick Toyota of Wilmington

First time I have ever had a problem with service. Had a 9:15 appointment for front brake pad replacement and NC inspection. Was told it would take about 2 hours. I was waiting on site. Camry was finished 9:15 appointment for front brake pad replacement and NC inspection. Was told it would take about 2 hours. I was waiting on site. Camry was finished just after 3pm. I was never told of a delay, and the response I got from the service advisor was 'sorry'. That's it. On top of that, it appears the NC inspection was not sent to DMV, so I cannot renew my registration. Very poor customer service. This would have been 1 star if all my previous experiences had not been good. More

A great dealership. Excellent service department. Dawn F. took good care of us after the sale. Service department is always on top of things came and picked up car at our home for service took good care of us after the sale. Service department is always on top of things came and picked up car at our home for service More

I brought my car in on Thursday 8/20 to drop it off to have the fuel tank and air bags recall completed. on Friday I walked in to the service department to pick up my car and stood there for 5 minutes and have the fuel tank and air bags recall completed. on Friday I walked in to the service department to pick up my car and stood there for 5 minutes and no one acknowledged I was in the room. I walked up to a lady and asked what I needed to do to get someone to help me and her response was “Are you dropping off or picking up”? I told her I was picking up and she asked who called me to tell me my car was ready. I told her I did not know because they spoke to my husband. She walked away and got my keys and told me my car was parked there in the front parking lot. I was shocked because I have never had to go get my car before but thought well it must be something new with COVID. After searching for several minutes I was unable to locate my car so I walked back into the service department and asked for the service manager. A very nice gentleman pointed it out to me and I told him I could not find my car after being told it was in the front parking lot. He apologized and took my keys. It appears the reason I could not find it was because it was in the back parking lot. This has to be the worse customer service I have ever experienced with a service department. This is unacceptable and if it is policy to have a customer hunt down their car then al least have someone point them to the correct parking lot. More