Toyota of North Austin - Service Center

My wife brought in the car at the scheduled time and the assigned service advisor was Rafael. Rafael demanded to see the paper copy of the insurance even though my wife tried to explain to him that the insu assigned service advisor was Rafael. Rafael demanded to see the paper copy of the insurance even though my wife tried to explain to him that the insurance is available on the State Farm app on the phone. He then proceeded to ask her questions about a recall even though when I set up the appointment I opted out of servicing the recall in this appointment. Naturally she got confused so she then put me on the phone with him so I could explain to him. Instead of explaining the situation to me, Rafael instead asked me in a very short and rude tone, "Yes sir, what questions do you have? ". I told him that I can send them the electronic copy of the insurance card, and I only need the services mentioned in the request as we didn't have time for anything else. He again started telling me about servicing the recall to which I replied that we can't. As I was speaking he did not have the courtesy to hear me out fully and instead handed the phone back to my wife while I was midway in my sentence. He then told my wife that he would do her a favor and accept the electronic pdf as proof of insurance and it would not be accepted next time. This was later refuted by the Customer Relations lady (Josie? ) whom my wife later talked to about this experience. All this time he did not have the courtesy to even look at the customer while addressing. He was talking to my wife while his eyes were on the tablet, which is very unprofessional. When my wife pointed this out, he made the excuse that he was multitasking so he cannot look at the customer, which is a very odd excuse. Throughout the drop-off, he continued to be short, to the point that my wife just wanted to get it over with and just wait it out in the lobby. Once she was in the lobby, she reached out to the Customer Relations lady as I mentioned earlier, and she assured my wife that she will inquire about this lack of professionalism and poor customer service. After a couple of hours Rafael came by and told my wife that the car was ready, avoiding eye contact as before, and then disappeared. He did not go over any of the paperwork with her. Since this was the first time my wife was dealing with service appointments involving oil changes, state inspection etc, she was confused what the next steps were. She got into the car and drove off as she was not informed about payment (she assumed the payment was already done by me via online). She then called me to confirm if this is how it should be, and I asked her to verify that there was proof of state inspection which she confirmed. Regarding the payment form, she found it tucked in the middle of the paper packet. Had there been any explanation from Rafael as to where things were, and what the next steps are (i.e. head over to the cash counter to pay), this could have been dealt with right there and then. The worst part is that Rafael proceeds to call me on my phone later, and tell me in a rude tone that my wife needs to return to the dealership and pay the amount due (roughly $79). I told him if he had the courtesy to convey this to my wife at the moment of handing back the car, she would not need to waste time driving back to the dealership. As I was still talking, he hung up on me - again another example of extremely rude and unprofessional behavior. More

Omar, is always helpful every time I take my truck for service helps and gives me good advise on any repairs needed on my vehicle service helps and gives me good advise on any repairs needed on my vehicle More

Sergio was awesome! ! He took care of everything and kept me informed on the progress of my car ! He took care of everything and kept me informed on the progress of my car More

Muy amable Sergio me ayudó a resolver el problema de mi carro y contestar mis dudas muy eficientemente carro y contestar mis dudas muy eficientemente More

I’ve been a loyal customer of Toyota North Austin since 2021. They’re reliable and honest, I’ve never had any issues. 2021. They’re reliable and honest, I’ve never had any issues. More

Just one of my favorite dealerships purchase a car and also the servers is pretty good also the servers is pretty good More

Excellent service from Sergio and his entire team It was a pleasure to visit you. a pleasure to visit you. More

Sergio is by far the best and most attentive advisor I have worked with. He loves what he does and makes sure his customers are well taken cared of. have worked with. He loves what he does and makes sure his customers are well taken cared of. More

Love this location. Close to home, convenient, quick and my service guy is phenomenal. He’s quick, courteous and always responsive: see y’all again soon. Close to home, convenient, quick and my service guy is phenomenal. He’s quick, courteous and always responsive: see y’all again soon. More

Excelente servicio y la actitud de Sergio es súper mil gracias por el servicio gracias gracias por el servicio gracias More