Joel Valdez

I would give my service writer all of 5 stars. He was very pleasant and showed a real desire to assist me with my vehicle concerns. H was pleasant and had a very kind demeanor and was very easy t He was very pleasant and showed a real desire to assist me with my vehicle concerns. H was pleasant and had a very kind demeanor and was very easy to communicate with. KUDOS !!! to him for making me feel like a valued customer More

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It was a great experience, made easy for me from start to finish. Teamwork was GREAT. DANIEL ERICKSON Service Advisor, Layla Kemp-Service advisor, Joel Valdez-Service Drive Mgr., Technician(s) working on m finish. Teamwork was GREAT. DANIEL ERICKSON Service Advisor, Layla Kemp-Service advisor, Joel Valdez-Service Drive Mgr., Technician(s) working on my Toyota Highlander; and employees from picking up to returning the vehicle to me. Betty Barnett More

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Had brake job, Wheel fell off, Toyota of Brookfield said not their problem. They replaced all my brakes. I picked it up THURSDAY Night, I heard a dragging noise while driving in their parking lot. I looked not their problem. They replaced all my brakes. I picked it up THURSDAY Night, I heard a dragging noise while driving in their parking lot. I looked under the car, saw MULTIPLE underbody panels hanging down. I drove back to the service department, and told the service manager, Joel, he doubted me, after looking he suggested they all came loose while driving over their speed bumps. He took my car to the back and ‘fixed” it He informed me that he installed 3 or 4, or 5 "clips" and some zip-ties. When I brought my car to them it did NOT have zip-ties. I drove the car home THURSDAY. FRIDAY, when I drove at highway speeds for the first time since the brake job the day before, I could feel a vibration, I never had vehicle problems prior to the brake job. I pulled over immediately, along the highway, looked around the car, looked under the car. I could see the underbody panels hanging down some due to the loose zip-ties napelton used. I called Napleton Toyota, I told them about the noise/vibration. They said I could come in next week, and the manager would call me Saturday to discuss my concerns. SATURDAY the service director called, left me a message. He said they would call me Monday to set up a date/time. MONDAY around 4pm they texted me to set up a date/time to bring my car in. TUESDAY, I was driving the car, the wheel fell off, the damage totaled my car, but thankfully I was not injured and my daughters were not in the car with me at the time. The lug nuts were not tightened correctly or torqued to spec. I contacted Napleton Toyota, they said it was not their fault, they would not even give me their insurance company name or policy number. I called the general manger at Napleton Toyota, I left him a message, he did not call me back, but instead the service department called me back. They said I could not prove it was their fault. The service director told me they do not use torque wrenches, just impact guns, without following up with a torque wrench. I could not prove that the trainee working on my car forgot to tighten the wheel nuts, I could not prove it. The Service director also tried to make weird excuses: He said "there is no way the wheel caused the damage near the gas filler door". There is a scratch at the gas filler door it has some touch up-paint and tiny bit of rust in the scratch, obviously this was an old scratch. Another excuse Napleton used was, "You had the car for 5 days before the wheel feel off" I picked it up THURSDAY night, drove home through the city, FRIDAY (Day1) as soon as I drove the car at highway speeds I noticed the noise and vibration, and contacted them. They were not concerned about it, I am not a mechanic, if they were not worried why would I be? the manager contacted me SATURDAY (Day2) by leaving me a voicemail sating that Napleton would contact me MONDAY (Day4) to set up a date time to bring the car in. TUESDAY (Day5) the wheel fell off. Next excuse Napleton came up with was that I drove the car over 100 miles. I drove the car home around 8 miles (approx.)at city speeds, the next day drove around the city, 12 miles (approx.) before driving at highway speeds. Once I was driving faster I noticed the noise/vibration, I stopped, contacted Napleton. I called and sent a text, they said it was nothing to worry about and I could be seen the next week. I continued my errands that day putting another 40-60 miles (approx.) that day. I texted the dealership again about two hours later letting them know that the car was still vibrating/noise. Tuesday I drove the car and the vibration turned into a violent shaking and immediately the car was being wobbled around, and bounced up and down, as I was driving around a curve in the road. Fortunately, I was able to control the car enough to avoid sliding off the road. The wheel flew off into the forest, I spent over 3 hours, spread over three days, looking for it , only to have three local women driving a SUV stop, ask me what I was looking for, and then they found it by accident about a 1/2 mile further down the road. More

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Bella is an outstanding service manager. I count on her to get me in/out I count on her to get me in/out More

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They replaced all my brakes. I picked it up THURSDAY Night, I heard a dragging noise while driving in their parking lot. I looked under the car, saw MULTIPLE underbody panels han I picked it up THURSDAY Night, I heard a dragging noise while driving in their parking lot. I looked under the car, saw MULTIPLE underbody panels hanging down. I drove back to the service department, and told the service manager, Joel, he doubted me, after looking he suggested they all came loose while driving over their speed bumps. He took my car to the back and ‘fixed” it He informed me that he installed 3 or 4, or 5 "clips" and some zip-ties. When I brought my car to them it did NOT have zip-ties. I drove the car home THURSDAY. FRIDAY, when I drove at highway speeds for the first time since the brake job the day before, I could feel a vibration, I never had vehicle problems prior to the brake job. I pulled over immediately, along the highway, looked around the car, looked under the car. I could see the underbody panels hanging down some due to the loose zip-ties napelton used. I called Napleton Toyota, I told them about the noise/vibration. They said I could come in next week, and the manager would call me Saturday to discuss my concerns. SATURDAY the service director called, left me a message. He said they would call me Monday to set up a date/time. MONDAY around 4pm they texted me to set up a date/time to bring my car in. TUESDAY, I was driving the car, the wheel fell off, the damage totaled my car, but thankfully I was not injured and my daughters were not in the car with me at the time. The lug nuts were not tightened correctly or torqued to spec. I contacted Napleton Toyota, they said it was not their fault, they would not even give me their insurance company name or policy number. I called the general manger at Napleton Toyota, I left him a message, he did not call me back, but instead the service department called me back. They said I could not prove it was their fault. The service director told me they do not use torque wrenches, just impact guns, without following up with a torque wrench. I could not prove that the trainee working on my car forgot to tighten the wheel nuts, I could not prove it. The Service director also tried to make weird excuses: He said "there is no way the wheel caused the damage near the gas filler door". There is a scratch at the gas filler door it has some touch up-paint and tiny bit of rust in the scratch, obviously this was an old scratch. Another excuse Napleton used was, "You had the car for 5 days before the wheel feel off" I picked it up THURSDAY night, drove home through the city, FRIDAY (Day1) as soon as I drove the car at highway speeds I noticed the noise and vibration, and contacted them. They were not concerned about it, I am not a mechanic, if they were not worried why would I be? the manager contacted me SATURDAY (Day2) by leaving me a voicemail sating that Napleton would contact me MONDAY (Day4) to set up a date time to bring the car in. TUESDAY (Day5) the wheel fell off. Next excuse Napleton came up with was that I drove the car over 100 miles. I drove the car home around 8 miles (approx.)at city speeds, the next day drove around the city, 12 miles (approx.) before driving at highway speeds. Once I was driving faster I noticed the noise/vibration, I stopped, contacted Napleton. I called and sent a text, they said it was nothing to worry about and I could be seen the next week. I continued my errands that day putting another 40-60 miles (approx.) that day. I texted the dealership again about two hours later letting them know that the car was still vibrating/noise. Tuesday I drove the car and the vibration turned into a violent shaking and immediately the car was being wobbled around, and bounced up and down, as I was driving around a curve in the road. Fortunately, I was able to control the car enough to avoid sliding off the road. The wheel flew off into the forest, I spent over 3 hours, spread over three days, looking for it , only to have three local women driving by, ask what I was doing and then spotting my wheel a 1/2 mile down the road! More

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Very happy to come in for your service,was greeted promptly and my car was ready on time. promptly and my car was ready on time. More

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Better than Brookfield Lexus. Live out of state.Travel to Wisconsin often. Just the best. Live out of state.Travel to Wisconsin often. Just the best. More

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This dealer is very inconsistent and frustrating. Some staff understand my needs in service and others are not helpful. I have been able to set up services requiring parts purchased ahead of time and they staff understand my needs in service and others are not helpful. I have been able to set up services requiring parts purchased ahead of time and they lose the records of purchase. They have put wrong lug nuts on my car and caused rim damage. They take 2 to 3 times longer for service than other dealers. Hard to connect with service advisor ahead of visit and they seem not to know what the mechanics found on my car. They have all the excuses when something goes wrong and say oh well get service somewhere else. More

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We had an issue with our warranty work, but Joshua, Joel, and Bella worked with us to achieve a satisfactory solution. We will definitely continuing buying from and servicing at Toyota of Brookfield. and Bella worked with us to achieve a satisfactory solution. We will definitely continuing buying from and servicing at Toyota of Brookfield. More

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Mis-representation of free oil change. I bought Toyota 86 in August 2019 & was told that the oil change is free for two years. It is not even two years & they charged me. Spoke to Eric Hollins, no result 86 in August 2019 & was told that the oil change is free for two years. It is not even two years & they charged me. Spoke to Eric Hollins, no result, spoke to Joe- Service Manager, no result, spoke to Christ, no result & referred back to Joe- Service Manager. Left a message & no return call. More

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