Stevinson Toyota West Service

"Today, I arrived at 10:45am for my 10:45am service appointment that I had booked online. Despite having a 10:45a appointment, I sat in my truck, in the check-in line, for 30 minutes. Now, normally I would expect to be in this line for that long, if I was arriving first thing in the morning. However, today, I was car #3 in line upon my arrival and the first car was already being checked-in. I find it incredibly hard to believe that it takes 30 minutes to check in two vehicles. While sitting in my vehicle awaiting to be acknowledged, I observed the service advisor staff. All of my questions were answered. One of the ladies in the "B" office was on her phone, doom scrolling. The other advisors appeared to be working, but when walking through the service area.. none of them were moving with any sense of urgency. This made me wonder if my time is valued by Stevenson West, and by the end of my day, I learned that it most certainly is not. I noticed that my truck was parked out front (in the "done area") at 3:30pm. At 3:56p I texted the number that was texted to me by my service advisor in the morning, asking if I am to assume that my truck is indeed ready. By 4:30pm, I still had not received a response. So I just walked into one of the service advisor office areas to ask about the status of my vehicle. They asked who my advisor was and I informed them that he wasn't anywhere to be found in any of the advisor offices. The official paperwork for my vehicle today indicates that my vehicle was ready at 13:54pm... 1:54pm! This means that I needlessly waited at the dealership for 2 extra hours FOR NO REASON! In total, 2 1/2 hours of my time was wasted and completely disrespected at this dealership today. This is incredibly unacceptable. My truck parked out front since 1:54pm, and at 4:30pm I walk into an office to see my keys and paperwork just sitting there. Upon arrival today I also asked for the tech's to put an accurate "oil change sticker" in the upper left hand corner of my windshield. At the end of my last service, the new sticker they gave me said my next oil change was at something like 9,126 miles. My truck is now at 47,000 miles. Instead of providing me with an accurate sticker this time, I got NO sticker. Two visits prior to today, the advisor checking me in tried to sell me an oil change package stating that I was over the mileage of my service plan. I explained that I have the extended service plan, to which that person decided to actually look it up, turns out I do indeed have the extended service plan up to 125,000 Miles. From being told my plan was no longer valid, to getting a "Next visit" sticker with the incorrect mileage, to now having 2 1/2 hours of my time needlessly wasted at the dealership today, I am certainly not at all happy with the service I have received from Stevenson west over the last 6 months. Why do we make appointments if the dealership isn't going to honor and respect our appointment time? Why have a system to notify customers as soon as their vehicle is ready, if the vehicle is just going to sit out front for hours on end without notifying the customer?"

"I bought my 4Runner from Stevenson in 2013 and have gotten it serviced it there every 6k miles ever since. They're always busy, so long waits, but besides that my experience has been good. That is up until my serpentine belt blew and resulted in over 4k dollars of damage. After speaking with a few mechanics, I learned that serpentine belts don't suddenly fail. There would have been visible signs of wear on the belt that should have been caught in one of my regular services. The most recent of which was 2 months prior to this event. I called the service department and they said they do check the serpentine belt in the course of their multipoint inspection during service. However, I am having a hard time taking them at their word on this one. I'm just disappointed because I feel like this catastrophic event was preventable."

"If you wanna schedule an appointment, show up on time, and still wait over 3 hours just for an oil change, than this is your place! Had great service when purchasing a vehicle, but every single oil change since has taken a minimum of 3 hours. Not to mention they try to charge me every single time even though oil changes and rotations are covered in my warranty. Service department is an absolute joke. I have 20k miles left on my warranty, and today is the last time I'll take advantage of the "free" oil changes. I understand I paid for the warranty, and I'd still rather do it myself just to not have to deal with their awful service department."

"My family has been going to Stevinson for decades now. Generally, my experience has been very good, especially on the sales side. Recently I have had some frustration on the service side. I've started doing my oil changes at home, which should be a relatively easy job. However, on both of our vehicles (both of which were previously serviced at Stevinson) I have found that the oil drain plugs and filters have been put on absurdly tight. Yesterday I was doing an oil change on my wife's car, and it took a 3 foot breaker bar to get the oil drain plug off. That is supposed to be torqued to 27 lb-ft, which is not a ton of force. When I did an oil change on my car a few months ago, I literally twisted the tip of a steel socket extension by 10 or 15 degrees trying to get the drain plug out of the filter cartridge housing. The force it took to remove the plug damaged it, necessitating the replacement of the entire housing. The drain plug on that filter housing is supposed to be torqued to 10 lb-ft, while the entire housing is torqued to 18 lb-ft. These are snug, but should not require anywhere near the amount of force that was required to remove them. I understand that everyone makes mistakes, but not following torque setting can damage components and create premature wear."

"They do fine work, but they do not respect your time. Had an appointment for a drop-off and arrived to a line of cars/trucks out to the entrance road. I called and asked for an estimated wait time and was told “there is no wait time” and that everyone was there for the same drop off time. I then proceeded to wait almost an hour to drop off my car. I used to love this place and have brought my 4Runner here for the last 7 years since I bought it here, but I’ll be going elsewhere for future service. It’s not worth it anymore with the customer service steadily declining with every visit."