Toyota of Rockwall

TL:DR We took our van for repairs, and the service department returned it in worse and damaged condition, with agreed upon repairs unmade. We took our Sienna in to address some service issues - spe department returned it in worse and damaged condition, with agreed upon repairs unmade. We took our Sienna in to address some service issues - specifically a check engine light, a sticky resistant back door, and to look at whether the power slide door function could be restored. When we dropped our car off both back doors could be opened and shut manually without any special force to close them, but the power slide function did not work. They gave us a quote for repairing the Power Slide Door Control Motor and Clutch. The technician spoke with us and gave us the understanding that the power slide function of the doors would be repaired, and so we approved the work. When we picked up the car, the technician told us that while they had replaced the parts, the power slide aspect of the door did not work, however the doors were "functional." One of the doors made a loud popping noise when he shut it and visibly popped out of its track when shut after the Toyota technicians worked on it. When we pointed out that the work we had approved had not been done, and the door no longer functioned as well as it had when we dropped the car off, the technician at first said that it was because we had not enabled the power button for the doors. When we told them that we had tried the doors with the power function enabled and not enabled, the technician said that they had never said they would restore the power slide function even though it was on the work order. When we asked them to explain why the door now worked worse than prior to them touching it, they said that they couldn't speak to how the door was functioning when we dropped the car off - basically ignoring exactly what we were telling them about our car. After asking them whether they generally expected to get their car back in a less functional condition after taking it to a mechanic they agreed to take another look at the car. The second time we went to pick up, the power slide function had been restored, the passenger side no longer made a popping noise when closing, but when using the power function the passenger door did not close all the way flush to the body of the car. The technician opened and shut the door in front of me and said that it sat flush with the body, until I pointed out that it was still popped out of the track. They showed us that by forcefully shoving the door it does close flush to the body of the car and again described the door as "functional." When asked to address why the door was less functional than when we dropped off they said that the door actuator was weak and not strong enough to close the door. When asked to explain why it worked when we dropped it off, but in the 6 days it was on their lot the part had failed, the technician said that the part was weak and had weakened as they had worked on it. Instead of taking responsibility for weakening the part to the point of failure, the service department quoted us $1300+ to repair the parts of the door they broke. I regret ever taking our van to our service department, everyone we dealt with was unwilling to take responsibility and quick to shift blame. More

Caden did a great job helping with my purchase. Could have done without the back and forth on pricing but I know how the game is played. Could have done without the back and forth on pricing but I know how the game is played. More

Michael Schott was the service representative. He was professional and courteous. He explained the process in detail and answered all of my questions. Good job! He was professional and courteous. He explained the process in detail and answered all of my questions. Good job! More

Everything went very well when we picked up our new car. Very happy with the process. Very happy with the process. More

This dealership needs a free soda fountain machine in the lobby waiting area for paying customers to use. Patt Lobb Toyota in McKinney has one so Rockwall needs to get with the program!!! lobby waiting area for paying customers to use. Patt Lobb Toyota in McKinney has one so Rockwall needs to get with the program!!! More

I really enjoyed this entire process. My first car that wasn't a cash car and they made it so easy. My first car that wasn't a cash car and they made it so easy. More

The service department is well organized. Wait time for completion of the repairs or service I needed is always minimal. The dealership checks on those waiting to see if thet need anything. I Wait time for completion of the repairs or service I needed is always minimal. The dealership checks on those waiting to see if thet need anything. I'm kept apprised of progress on my requested service. The dealership is always clean. More

Great customer service at Toyota of Rockwall! Russell is a wonderful salesman and, as always, he goes above and beyond. Russell is a wonderful salesman and, as always, he goes above and beyond. More

Aubrey was great. ! I bought the RAV because of his help..Dealing with Aubrey was like a breath of fresh air and how a car buying experience should be. ! I bought the RAV because of his help..Dealing with Aubrey was like a breath of fresh air and how a car buying experience should be. More

The 10,000 mile service went a lot faster than I expected and the dude was nice. and the dude was nice. More