Walser Toyota

Walser Toyota responded

Hi — thank you for sharing this feedback, and I’m very sorry for the frustration you experienced. It’s not acceptable for a concern to remain unresolved or for you to leave without a clear, understandable explanation of what happened and what the next steps should be. We want to review your visit, understand why the issue wasn’t corrected, and make sure you receive straightforward communication moving forward. Your time and trust matter to us, and we’d appreciate the opportunity to make this right. Please reach out directly so we can take a closer look. Dylan Fisher Service Manager 📞 612-867-3925 (call or text) Thank you for bringing this to our attention — your feedback helps us improve.

Walser Toyota responded

thank you for taking the time to share this feedback. I’m truly sorry for the frustration caused by your vehicle settings being changed during your visit. You’re absolutely right — features like lighting preferences and CarPlay are important, and especially for many of our guests, unexpected changes can create real safety and comfort concerns. This is something we take seriously. We are reinforcing with our technicians and advisors the importance of returning vehicles exactly as they were received and clearly communicating if any settings must be adjusted during service. I also appreciate you calling out how impactful this can be for older drivers — that perspective matters and helps us improve. We’d value the opportunity to reconnect, review what happened, and ensure this doesn’t occur again. Please feel free to reach out directly. Brian Rutscher Service Manager 📞 952-256-2041 (call or text) Thank you again for your honesty — it helps us be better.

Walser Toyota responded

Thank you so much for your excellent review! We are so glad that we had the opportunity to work with you, and we are thrilled that you found your experience with us here at Walser Toyota to be a positive one. Please don't hesitate to reach out if you need anything else.

Walser Toyota responded

Hi Robin — thank you for taking the time to share such detailed feedback. I’m glad to hear our service staff was professional and that expectations were clearly communicated regarding the recall and extended service time. That said, I’m sorry for the frustrations you experienced during your visit. You’re absolutely right to be disappointed by the lack of an automated notification for back-ordered parts. Relying on guests to call monthly is not the experience we want to provide, and this is feedback we are actively reviewing as we work to improve communication and follow-up. Additionally, waiting after being told your vehicle was on its way — especially while others were helped first — is understandably frustrating and not the level of coordination we expect. We’d appreciate the opportunity to reconnect, review your visit in more detail, and discuss how we can do better moving forward. Brian Rutscher Service Manager 📞 952-256-2041 (call or text) Thank you again for your honest feedback — it helps us identify where we need to improve.

Walser Toyota responded

Hi — thank you for sharing this feedback, and I’m glad to hear your service manager took great care of you and that your visit was efficient. That said, I’m very sorry for the condition your Highlander was returned in. You’re absolutely right — even during a Minnesota winter, we must take care to protect the interior of our guests’ vehicles, especially when the service facility is indoors. Slush or debris left on mats or door sills is not acceptable, and your point about runners taking greater care is well taken. We are addressing this with our team to reinforce expectations around cleanliness and respect for our guests’ vehicles. We appreciate you bringing this to our attention and would be happy to connect if you’d like to discuss this further. Drake Vangness Service Manager 📞 206-316-6255 (call or text) Thank you again for your honesty — feedback like this helps us improve.

Walser Toyota responded

We are very happy to have provided you with such a positive experience! We sincerely value your business and look forward to your next visit.

Walser Toyota responded

Thank you for the kind words for our service department! We look forward to sharing your compliments with them. Please don't hesitate to let us know if we can be of further assistance.

Walser Toyota responded

Thank you for choosing Walser Toyota. Your feedback and rating mean a lot to us. We're glad we were able to help, and we hope to see you again!

Walser Toyota responded

Thank you for the honest feedback — we truly appreciate you sticking with us and sharing your perspective. We understand that rating requests aren’t everyone’s favorite, but we’re grateful you took a moment to respond. Most importantly, we’re glad to hear your experience was strong enough that you’d continue to choose us. A special thank you to Gio Toledo for taking great care of you during your visit — we’ll be sure to pass along the recognition. We appreciate your business and look forward to seeing you again when it’s time for your next visit. Team Walser Toyota

Walser Toyota responded

Larry — thank you for taking the time to write such a detailed review. I’m very concerned reading this and want to start by saying I’m truly sorry for the frustration, confusion, and — most importantly — the safety concerns you and your wife are experiencing. That is not acceptable, and it’s not the experience we want any guest to have. You are absolutely right to expect that alignment concerns — especially signs of premature tire wear — are clearly communicated and addressed when they first appear. If an inspection noted “needs alignment,” that should have been discussed directly with you, not buried in paperwork or omitted from the inspection video. I also understand how upsetting it must have been to feel dismissed or redirected during your phone conversation, particularly after decades of loyalty to the Toyota brand. Your safety is non-negotiable, and I take your concerns about handling and skidding very seriously. We need to review this vehicle, the inspection history, and the communication breakdown thoroughly so we can determine what went wrong and what we can do to make this right. I would appreciate the opportunity to speak with you directly and personally review this situation with you. Drake Vangness Service Manager 📞 206-316-6255 (call or text) Thank you again for bringing this to our attention. We value your long history with Toyota, and we owe you clarity, accountability, and a resolution you can feel confident in.