Toyota Service

"After a day of my recent service visit to Suburban Toyota of Farmington Hills, I realized that the technicians didn't screw in the metal cover underneath my SUV correctly. It was grating on the road while I drove from Lansing. The next day, we reported it to the dealership, and they sent a technician to fix it. However, he couldn’t fix it entirely, and broke apart. He promised to get the part replaced as soon as possible and said the dealership would place the order for it. It’s been more than a month since then. We tried to contact the dealership and the technician many times. A couple of times, the front office promised a call back from the person in charge, but in vain. I value my vehicle and will advise anyone else to stay clear and mindful of this dealership."

"Keep up the good work, Toyota team! 1. Roger Cole, the Toyota Service Advisor, has a great knowledge of not only how my Toyota Prius works and what are the nuts and bolts (literally and figuratively) needed for its smooth operation, but also practically makes sure all boxes are checked when it comes to ensuring a good, reliable service. He works well, communicates his work well, and the high reliability of his work make my visit to the Suburban Toyota Service, a pleasant experience. This has been a pattern, not an isolated event / incident. 2. And Adam Gilbert, the Service Manager, prioritizes the customers on top of the list. Overall, it is a great service team at work, ensuring high quality of car service / maintenance."

"The technical service (oil change completed correctly) was acceptable. The customer service upon dropping off and picking up my vehicle was poor. The team appeared more focused on other work or themselves then the waiting customer. In addition, a simple oil change took approximately 2 hours upon a 1 hour intended timeline."

"Only giving 1 star because I can't give zero! Communication was embarrassing. In my first conversation with my advisor, she was so friendly and helpful and nice. After that, I could not get her to return a phone call despite calling and leaving messages BEGGING for her to call me back. My insurance company had the same issue. Finally after 4 weeks of zero return phone calls, I had to drive over to the dealership and stand in front of her to get her to talk to me. This is COMPLETELY unacceptable. I understand that certain parts needed for my repair may have been on a national backorder which is absolutely not the shops fault, however just flat out refusing to communicate with me when I have a $12,000+ repair and they have my vehicle for four weeks is. The fact that I had to literally drive to the shop and stand in front of them to get any answers is terrible. I had previously had decent experiences here which is why I chose this shop for my insurance repair, but after this, I would never take my car here to be serviced again and would not recommend it to anyone else either."

"Brought my vehicle in for regular maintenance and left a very satisfied customer! The entire crew was courteous, prompt, and kept me up to date as the maintenance was being performed. They even called me a few days prior to remind me that it was time for some routine stuff to be done and I was very grateful for the reminder. They were clear on their recommendations for the next steps in Spring of 2024 to keep my car in great shape. I really love the way they treated me. Suburban Toyota of Farmington Hills is my dealership!"