Justin Cottone | Page 11

This was an all around horrible experience. I made the appointment because I needed an oil change and I was experiencing pulsing when I braked. When I made the appointment, I stated my rotors I made the appointment because I needed an oil change and I was experiencing pulsing when I braked. When I made the appointment, I stated my rotors likely needed replacing. The lady I spoke with told me I should make a morning appointment so they would have time to diagnose and fix the rotors. I arrived shortly before my 9:45am appointment time and Justin assisted me. We discussed the oil change, a tire rotation, and the rotors. I told him I would be waiting. Four and a half hours later, I received a call from Justin telling me my car was ready. I expressed surprise that he didn't come out to talk to me about my car's rotors since typically they would come and discuss the cost of the repair before performing the service. He said he thought I'd left. I asked about the brakes and he hesitated, saying he would have to check. He came to the waiting room a few minutes later and said "Great news. Your brakes are fine. Pads are fine. Everything looks great." I asked what could be causing the pulsing since I was certain it was warped rotors. He then said he would take it for a test drive. He came back a little later and told me yes, there was significant pulsing and the rotors did indeed need replaced, but they didn't have time to do it that day and he wanted me to come back. I initially agreed to bring it back in two days. Then we went to check out. I was presented with a bill for over $550. They had done an alignment and "decarb service" on my car. I had not requested either service although the paperwork reads "Customer states they want alignment" and "Customer states they want decarb service." Justin stated that both services were needed. I am angry that the cost and need for neither service was discussed with me before they were performed. And I'm even more angry that I waited around for four and a half hours, thinking my rotors were getting fixed when they weren't. So in order to have Toyota Direct to actually fix what I asked them to fix, I would have to bring my car back, drop it off on a work day, and take (and pay) for an Uber to and from work. Plus I had wasted all that time waiting on a Saturday for work I requested that never got done while they performed two services I didn't request. Needless to say, I ultimately cancelled the appointment to bring the car back in and won't be giving Toyota Direct anymore of my business, definitely not their service department and my next car purchase will be at another dealership as well. My last two cars were purchased from Toyota Direct, so way to xxxx off a loyal customer. More

by mas050472 Verified Customer Verified Customer

Report | Print

Customer representatives are always very helpful. Explain well what will be required and keep you up to date. Explain well what will be required and keep you up to date. More

by jblack7629 Verified Customer Verified Customer

Report | Print

Justin was extremely helpful and was able to assist with all my vehicle needs. Thank you for wonderful customer service all my vehicle needs. Thank you for wonderful customer service More

by bsilverman0120 Verified Customer Verified Customer

Report | Print

This is the best dealership, by far! ! All staff members are so friendly and helpful. They will stop anything they are doing to make sure the customer is taken care of. ! All staff members are so friendly and helpful. They will stop anything they are doing to make sure the customer is taken care of. More

by jjrodock Verified Customer Verified Customer

Report | Print

I do not do written reviews for anybody. So in the future I will not even respond to any of your requests . So in the future I will not even respond to any of your requests . More

by rvmarks Verified Customer Verified Customer

Report | Print

Justin is a great employee that made sure I was taken care of quickly and efficiently! His customer service skills are top notch! He deserves a raise! care of quickly and efficiently! His customer service skills are top notch! He deserves a raise! More

by mejmogh88 Verified Customer Verified Customer

Report | Print

Great agents who are informed, friendly,knowledgeable and willing to help with attention to detail. willing to help with attention to detail. More

by bitambui Verified Customer Verified Customer

Report | Print

Very personable and great at his job. Still wish you all details cars at good rates Still wish you all details cars at good rates More

by jessicaburns338 Verified Customer Verified Customer

Report | Print

They did great. Very responsive and everything was fast and the staff made sure to keep me in the loop the whole process Very responsive and everything was fast and the staff made sure to keep me in the loop the whole process More

by nolanbrittany82 Verified Customer Verified Customer

Report | Print

I asked them to rotate the tires and check the air in all four. The tires got rotated, but the one that was originally 5 psi lower than the others was still 5 psi low. Very disappointing. four. The tires got rotated, but the one that was originally 5 psi lower than the others was still 5 psi low. Very disappointing. More

by prgrimes54 Verified Customer Verified Customer

Report | Print