Merced Toyota - Service Center

horrible customer service with a service advisor on 10/31/17 (this is the letter i sent to the service manager on 11/01/17) I am writing to you in regards to our recent experience with your service advisor Ke (this is the letter i sent to the service manager on 11/01/17) I am writing to you in regards to our recent experience with your service advisor Kevin Koker on 10/31/2017. His customer service didn’t meet or exceed our expectations in any way. We dropped off our Tacoma at our appointment time of 9:30am for warranty repair. Kevin was our appointed advisor. We asked him what the estimated time of service for the car would be. His response was “it depends.” From prior experiences with our other cars, we figured it might take 3 to 4 hours so we went home. At noon, we didn’t hear from Kevin; so my husband (John) called and left him a voicemail. Between the 1st call to 3:30pm, John called 4 more times with no success of reaching Kevin. John then called the main service line and got a hold of another service representative. John asked him why Kevin wasn’t returning his calls and wants to know the status of our car. The service rep stated that Kevin was on lunch that’s why he’s not returning the calls. John then asked him, “So, he’s been on a 3 hour lunch break?” The service rep couldn’t answer so John said that this isn’t the 1st time we’ve received this kind of service from him. The service rep checked on our car and told us that it’s not finished yet. At 3:45pm, Kevin called John stating the Tacoma was ready to be picked up. “What is the role of a service advisor?” Kevin does a good job when it comes to paperwork but when it comes to greeting and responding to our calls, I feel he isn’t proficient or prompt with that. We understand it gets busy in the service department and we are not asking for a lot of his time. All we asked for is a minute of his time to inform us the status of our car. Just a simple call to tell us about our car is enough to ease our worries and concerns about our car. We’ve been bringing our Camry and Corolla to Toyota for service over 2 years, and when Kevin is our advisor, he portrayed the same negative behavior too. At those times, we didn’t complain. Instead, we put ourselves in his shoes and gave him the benefit of the doubt. We made excuses for him like “he’s probably having a bad day, “ “he’s probably overwhelmed with all those paperwork,” “he probably has a million things to do, “ etc. But as time passes and our encounters with him is negatively the same as it was before, we begin to doubt his professionalism as a service advisor. If greeting and returning calls aren’t included in his scope of practice, then I think Toyota should provide an in-service for its staff about the basics of customer service and what “Excellence” is. Toyota’s main goal is “Excellence,” but why isn’t Toyota as a whole delivering its goal. “Excellence” cannot be attained if only parts of the company are practicing it. This is my honest feedback to you about our experience with one of your team member; I hope in the future when we bring our cars in for service that we aren’t face with this kind of situation again. Thank you for your time. More

Came for service on my RAV4 and left with a 2017 Corolla XSE Brought my RAV4 in for service thought I would inquire about a more fuel efficient car and left very happy with not only the car but the way I was tre Brought my RAV4 in for service thought I would inquire about a more fuel efficient car and left very happy with not only the car but the way I was treated. The salesman and credit manager and the finance person were all very easy to talk and joke with, best car buying experience I have ever had. I would recommend this dealership to everyone. More