Toyota of Rockwall - Service Center

Took car in for repair, but was returned further damaged We took our 2008 Highlander to Toyota of Rockwall on June 18 to have them check the AC which was not cooling adequately. They called us a couple of h We took our 2008 Highlander to Toyota of Rockwall on June 18 to have them check the AC which was not cooling adequately. They called us a couple of hours later to say we needed a new AC compressor, we had a radiator leak, and that we needed front brakes. We OK'd doing all of this work. We leave in a rental car thinking we'll have our car back in a couple of days. WRONG. Took SIX WEEKS to get the AC compressor. But that's not the worst part. Not even close. They call us on July 28 to say our car is repaired and ready to go. Fantastic, we think. We pick up the car on July 30 around 3:00 p.m.. My husband regularly inspects our car and knows every single ding it has. We pull our car out of the service drive and park in the Toyota of Rockwall lot to inspect the car only to find damage to the paint on the back bumper on the driver's side that WAS NOT there previously. Needless to say, we are beyond furious. We go back to the service department and our service advisor and his manager, Chad, come out to look at our car. Chad looks at the damage and says, "that wasn't part of the damage." Ummmm......WHAT DAMAGE???? Just so happens that the folks at Toyota of Rockwall enjoy grilling. And they just so happen to store their grill (apparently on wheels and unsecured) in the same lot with their customers' cars awaiting repair. Well, says Chad, a storm came through and hurtled the grill through the lot and damaged four cars, ours being one of them. Obviously, we have some choice words about this and demand that it be fixed at Toyota of Rockwall's expense. His response? He shrugs and says, "Stuff happens. It's been fixed. We thought we notified you." EXCUSE ME?????? Not only were we NOT notified that our car had been damaged, these guys sent our car to lord only knows who WITHOUT OUR KNOWLEDGE OR CONSENT to touch up the damaged paint. After we insist that the situation be rectified, Chad (halfheartedly, at best) says he will make it right. He claims that he will have our service advisor make arrangements to repair the damage and we leave the dealership to go to Costco, which is next door. We finish shopping at Costco and come out to load our car. This is when the complete extent of the damage and botched paint touch up job become very apparent. In the right light and at the right angle, you can see just how HORRIBLE the touch up job is. Dings and dents are clearly visible, and the touch up paint texture is uneven and not matched to the paint on our car. Our car has a white, pearl finish paint. The touch up was done with white, non-pearlized paint. To put it mildly, a small child with a paint by numbers set could have done a better job. So it's now around 5:00 p.m. on July 30. Even more livid after seeing how bad the damage and attempted repair are, we return to the dealership and demand to speak with the general manager. Conveniently, he's not there. So they send out another manager, Kyle. We tell Kyle the entire story and invite him to look at the damage. He looks at it and tells us that he will immediately call the service manager, Don Maddran, to let him know what has happened and that Don will call us right away. And then to add insult to injury, we received two automated e-mails from Toyota of Rockwall thanking us for our business and inviting us to complete a "short" survey. That survey consisted of one question: "Were you satisfied?" The answer to that would be a resounding NO, which is exactly how I answered. Upon completing the survey, I'm greeted with a message that says "Your total satisfaction is very important to us. A Service Representative will be calling you shortly to resolve your concern." Yeah, right. Seriously?? You damage our car, don't notify us of the damage, send it to an unknown person without our knowledge or consent to "repair," then have the audacity to act like it's no big deal and cannot comprehend why we are furious? And now, on top of everything else (as if that's not enough), it looks like there may be an issue with our brakes. There is a knocking sound coming from somewhere under the car upon initial application of the brakes. BEWARE this dealership. Your car will be in far worse condition when you pick it up than it was when you dropped it off. UPDATE (11/8/2016): Management at Toyota of Rockwall ultimately agreed to (and did) reimburse us for repair of the $2,900.00 worth of body damage to our 2008 Highlander, car rental during the time our car was in for repair, and the almost $500 spent to correct the thumping sound coming from our brakes. Best outcome possible under the circumstances. More

5,000 mile Service Justin Hogue always does a great job of making me feel comfortable and getting my car taken care of in a timely manner. Justin isn't pushy but keeps m Justin Hogue always does a great job of making me feel comfortable and getting my car taken care of in a timely manner. Justin isn't pushy but keeps me informed on what needs to be done at this appointment. More

Oil change I only trust Norman Oliver to do my oil changes. He is top notch and always takes great care of me without trying to convince me that I need to purch I only trust Norman Oliver to do my oil changes. He is top notch and always takes great care of me without trying to convince me that I need to purchase things that I don't really need. More

Friendly and easy Took us right in, diagnosed the issue, and remedied the problem. Kyle ordered our part and had it sent in overnight. We came back and we're done in 30 Took us right in, diagnosed the issue, and remedied the problem. Kyle ordered our part and had it sent in overnight. We came back and we're done in 30 minutes. More

Oil Change Service was excellent, everyone was extremely friendly and the service done on the car was perfect. The oil change was a little expensive for syntheti Service was excellent, everyone was extremely friendly and the service done on the car was perfect. The oil change was a little expensive for synthetic, but the service quality was absolutely worth it More

Oil Cange Came in for oil change, no appointment, was greeted right away. Asked how long it would take, was told a little over an hour. Which was exactly what Came in for oil change, no appointment, was greeted right away. Asked how long it would take, was told a little over an hour. Which was exactly what happened. Waited in wait area, when car was done I noticed it was washed too! More

Good services Very nice people, professional and good services!! I brought my car the evening and get it back ready the next morning, and ready to go.. Very nice people, professional and good services!! I brought my car the evening and get it back ready the next morning, and ready to go.. More

Super 25,000 mile service Arrived around 7:15a.m for my service. Was met immediately by David Robertson, who directed me to the comfortable waiting area with a choose your flav Arrived around 7:15a.m for my service. Was met immediately by David Robertson, who directed me to the comfortable waiting area with a choose your flavor coffee machine and a bowl of fruit. Easily acquired wifi always helps! My car was ready in about 45 minutes, which included a wash and interior wipe down. ***** More

maintenance My car request service and I went for it with you. It was already done on time and the car is working as it has to do. Thanks. My car request service and I went for it with you. It was already done on time and the car is working as it has to do. Thanks. More

Wanted to love them but First, the good. The waiting area is by far the nicest Toyota service area I have visited. The people are all friendly and the service estimates hav First, the good. The waiting area is by far the nicest Toyota service area I have visited. The people are all friendly and the service estimates have all been accurate. My service manager is actually a nice guy. The bad. I was fortunate in the past to have a service manager who actually knew me and my cars. I could just tell him to do what he would do to his own cars. He gave me very helpful advice as to when to do (or not to do) extra fixes or to delay maintenance that, although Toyota recommended, could be safely delayed or skipped. He always had all coupons I needed and applied them to the job, relieving me of the pain of clipping and saving coupons to bring with me as I would frequently forget. I felt if something happened to me that I could send my wife to him for our service and she would not be taken advantage of. His team always did the job completely and correctly which meant I did not have to drive back a second time. Not anymore. What I have now is, at best, average service. Several times, parts have not been available or the repair needed repairing again so a second or third trip became more the norm than the exception. Case in point. I needed tire so I said "My tires need replacing so please do it". I fully expected that the tires I had on the car would be observed and that the same tires would magically appear on the car, balanced and ready to go. If for some reason my tires were out of production that I would be consulted before proceeding. Wrong, wrong, wrong. They decided without consulting me to put different tires on the car (same manufacture but different model). I noticed that the car had a new vibration when I drove it home. I brought it back for rebalancing but the vibration continued. Upon inspection I noticed that the tires were a different type. Asking my service manager, I was told that they no longer made the tires I wanted in my size. After more visits and replacement of a leaky tire, I resigned myself to vibration. After about a year, I did research and found that my original tire had been replaced with a new type (not what they put on my car). I called and griped such that they agreed to call Michelin and see what they could do. he result was that they agreed to replace my tires with the proper (ew model) tires "at cost". I agreed and they replaced the tires and presto - vibration gone. But wait, there's more. Upon looking at my tires I discovered that one of the tires was a different size and speed rating from the other three. AFter another 2 week wait, they finally managed to provide me with four tires (the correct tires), all of which were the same size and speed rating. And I discovered that I would have been able to buy the "at cost" tires on the internet and have them delivered for less than their "at cost" price. So in the long run, after over a year and paying $1300 total for tires that should have cost $800 I finally have four matching, smooth Michelin tires on my car. I also have a couple of service stories I could tell, but my fingers are tired. Caveat emptor. A last tidbit. They will actually call you after your visits to see how things went. The caller actually wants to know how it could have been better. That is, unless you actually had a problem. At which point they can't wait to get off the phone. More