Adam Gilbert

Adam Gilbert has given me the runaround and dodged refunding the balance of my Suburban Care plan for months! I bought a new, non-Toyota vehicle in September 2025 and wanted a prorated refund of the u refunding the balance of my Suburban Care plan for months! I bought a new, non-Toyota vehicle in September 2025 and wanted a prorated refund of the unused balance of my Suburban Care plan from my old car. When I called the Service Department, Adam told me that I could come to the dealership to pick up my check. He went so far as to recommend I come in that Saturday because he’d be there and could ‘take care of me.’ When I arrived, Adam was ‘unavailable’ and I was told that the check was ‘with the accounting department,’ who of course was ‘not in that day,’ and that they’d mail the check to me instead. The check was never mailed. Then, starting in June of 2026, I exchanged multiple emails with Adam regarding my refund check. He first told me he’d ‘look into it;’ weeks later he said he’d ‘let me know when he had more information.’ Adam never let me know or had more information. He has stopped responding to my emails and will not answer the phone or return my voicemails. In the meantime, I continue to receive marketing emails from the Suburban service department telling me I have unused oil change credits on my account… This should have been so simple. All I want is my money back, but Adam refuses or otherwise can’t be bothered to do what he says he’ll do in hopes I’ll just cut my losses and go away. I wonder how many other ‘valued customers’ he’s done this to. Incredibly disappointing experience. More

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Avoid their service department at all costs. I brought my Toyota GR86 in for routine maintenance, and the technician improperly reassembled my engine airbox, wedging it ajar. This mechanical err I brought my Toyota GR86 in for routine maintenance, and the technician improperly reassembled my engine airbox, wedging it ajar. This mechanical error caused a severe vacuum leak that triggered a P0171 "System Too Lean" Check Engine Light just a few days later, which disabled critical vehicle safety systems like Eyesight.When I returned to have it fixed under warranty, the Service Manager, Adam Gilbert, tried to aggressively extort $1,700 out of me for a non-warranty fuel contamination service, falsely blaming "bad gas." When I used my professional engineering background to ask for hard data, Adam treated me with extreme disrespect, stonewalled me, and forced me to pay the ~$250 CEL (mis-)diagnosis fee. To make matters worse, he flatly refused my legal right to note "Paid Under Protest" on the invoice, leaving me feeling unsafe and trapped just to leave with my own property.During their sham diagnosis, they quietly aligned the airbox flush to hide their mistake. Without changing the fuel, the engine light vanished on its own within a few days because the vacuum leak they created was finally sealed. My service consultant, Juan Ramirez, was very polite and pleasant to deal with, but he was uninformed on a technical level and blindly faithful to his the manager's predatory practices.This is a premium dealership group, but Adam Gilbert's fraudulent billing and technical gaslighting are a pathetic representation of the Toyota brand. I have already filed formal complaints with the Better Business Bureau and the Michigan Secretary of State. Avoid this place if you value honesty and safety. More

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In September 2025, I brought my 2013 Prius in for an oil change and TPMS warning light evaluation. I was told the left rear sensor was faulty, paid $468.91 upfront for parts and labor, as well as the comple change and TPMS warning light evaluation. I was told the left rear sensor was faulty, paid $468.91 upfront for parts and labor, as well as the completed oil change, and returned on 9/13 for the repair. The warning light remained on after the sensor was replaced. The technician acknowledged it was a misdiagnosis and told me I’d receive a refund for the TPMS portion. A TPMS scanner I purchased myself later indicated the right front sensor — not the left rear — was the actual source of the fault, confirming a misdiagnosis from the start. What followed was seven months of broken promises, unanswered emails, and empty assurances. I followed up with Service Manager Adam Gilbert multiple times beginning 9/16. He never acknowledged a single email. I escalated to Lithia Guest Services in late September. A partial refund check arrived in mid-October for $350.65 — approximately $36 short of the TPMS repair amount, as the shop charges from the original invoice were not included. When I flagged the discrepancy to Adam on 10/15, he said he’d look into it the next day. I never heard from him again despite multiple follow-ups. I escalated to Lithia executive leadership and received no response. I filed a BBB complaint in November 2025. The dealership’s Assistant General Manager contacted me on 12/5, acknowledged the service manager had failed to follow through, and promised the remaining balance would be sent. Based on those assurances, the BBB closed the case. No refund was sent. I followed up with the AGM three more times (12/30, 1/12, and 1/23) with no meaningful follow-through. I filed a second BBB complaint in January 2026 when the promised resolution still hadn’t materialized. The BBB closed it as a duplicate of the original. When I pushed back, the BBB reviewed the matter, reopened the original complaint, and acknowledged that the prior closure had been based on a resolution that did not occur. The BBB sent follow-up correspondence to the dealership, which went unanswered. As of April 7, 2026, the BBB confirmed the dealership had not responded and escalated the matter to their leadership team. On 4/19/26, I contacted Toyota’s Brand Engagement Center, which set a deadline of 4/21 for the dealership to contact me. The dealership did not reach out. Formal complaints have been filed with state regulatory agencies. This is not an isolated service issue. It is a months-long pattern of misrepresentation, non-communication, and failure to honor a straightforward refund commitment. The dealership misrepresented a resolution to the BBB, then ignored the BBB’s own follow-up attempts — despite holding BBB accreditation. I have documented everything in writing throughout. A review of other recent reviews of this dealership will show that this experience is not unique. If you are considering this dealership for service or purchase, get everything in writing, and request separate receipts for any completed services and any work paid for in advance. Do not assume that a verbal commitment — or even a promise made to a third-party mediator — will be honored. Addendum: Editing to add that as of today, 5/17/26, I have not received a response to the email I sent James Mitchell on 4/28/26, nor have I received the balance owed. Addendum: As of 5/29/26, I have still not received the remaining refund balance. This morning, the BBB forwarded a response from Suburban Toyota of Farmington Hills stating that I had “received the appropriate reimbursement,” that “all outstanding financial matters related to this concern have been resolved,” and requesting that the complaint be closed. Since Jamey’s comment on 4/28, I have received no communication from the dealership or Jamey, nor have I received the remaining refund payment. I’ve informed the BBB of this and continue to await the rest of the refund owed to me. More

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Kris Christian Adam were all great in six and finance dept rhabj tiu all so much dept rhabj tiu all so much More

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Great service, the service dept is always great. Would highly recommend to anyone looking for service! Would highly recommend to anyone looking for service! More

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Made everything easy. Explained everything and it was great. Thanks don and crew. Don is awesome and knows his stuff. Explained everything and it was great. Thanks don and crew. Don is awesome and knows his stuff. More

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I ambushed this place right at 9am on a Tuesday. They let me test drive every thing under the sun and never complained. I took a break for lunch to think about my options. No pressure and a great e They let me test drive every thing under the sun and never complained. I took a break for lunch to think about my options. No pressure and a great effort by Yousef and the entire team. Drove out with a great truck within my target budget. Well done team! More

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They solved the problem to my satisfaction. I thank Adam for going the extra mile. I thank Adam for going the extra mile. More

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Awring was very professional and easy to work with. . Looking forward to working together in the future. . Looking forward to working together in the future. More

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I strongly suggest to remove adam from your team i had a very bad time with him He talks rubish very bad time with him He talks rubish More

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