Toyota Service - Mark Miller Toyota

"I've been a loyal customer at Mark Miller Toyota since 2018 and have always had great service. However, my most recent experience was bad enough that, without someone reaching out from their team to follow up and resolve it to satisfaction, I'll be seeking services elsewhere moving forward. Over the summer of 2023, the front passenger wheel well liner on my 2013 Toyota Prius was gradually becoming detached. I took it in for service on Aug 31; my advisor was Ocean and it was repaired the same day for $600. (Just for comparison, I had this same repair in 2018; it lasted about 5 years and cost $300). I thought all was well until, on Dec 10 (a mere 101 days later), I was driving on the freeway--no ice, no snow, just smooth-sailing--and all of a sudden I hear a very loud noise coming from my front passenger side; I thought it was a flat, so I pulled over. I discovered it wasn't a flat, but my wheel well liner had completely fallen off the front end, with at least 8" dragging on the ground (we're not talking one or two pins that had fallen out). I propped it up and kept driving, but within 5-6 miles I had to pull over 2 more times because it kept falling and dragging on the road. I still had quite a bit to drive, so I stopped by a Home Depot to purchase some pliers to cut part of the liner off so it wasn't a safety hazard or wouldn't get stuck under my wheel. On my way to Home Depot, much of the liner was simply ground off by virtue of grinding on the road. I contacted Mark Miller Toyota via chat asking if they'd guarantee their work. I received a voicemail from Jessica the next day stating, "It looks like there were some repairs that were done on your vehicle and you have some issues with those repairs, and you have questions about the warranty. There should be a warranty on that as it's only been three months." I scheduled an appointment and took my vehicle in on Dec 30. Aaron was my service advisor. I explained what happened as written above and asked about a guarantee/warranty on the work. He stated, "We wouldn't guarantee that because we didn't replace your liner." I tell him that they did, in fact, replace the liner. He states he'll talk with Ocean about the prior repair. Aaron calls me later that day and states that Mark Miller Toyota wouldn't guarantee their prior repair "because it looks like you hit a boulder or something. It doesn't appear that our repair had anything to do with it." He said a 10% discount would be offered. I agreed to pre-order a part for $47 and scheduled the repair for Jan 15. When I picked up my car, the wheel cap was obviously missing on the front driver's side wheel; I witnessed some unpleasant interactions between Aaron and technicians, and it took 30 min for the wheel cap to be replaced. I returned on Jan 15. I sat down at Aaron's desk and he looked me straight in the eyes and said, "Have you ever been here before or had your vehicle serviced here before?" I was flabbergasted and annoyed. I simply said, "Yes." Despite being told on the phone when I scheduled my appointment that the repair would take 3-4 hours, Aaron said it would take "all day." Surprisingly, it didn't take all day. When I arrived to picked up my vehicle, I asked if the discount had been applied and the secretary pointed to the $47 (the part I'd pre-ordered) and stated, "Yes, it's right here. $47." I countered, stating Aaron had promised a 10% discount. I was asked to take a seat. A short time later, Aaron came over and stated the 10% discount had been applied (all of $37), but that it was a "one-time only" discount and that if the same problem happened again, I'd have to take my car to a repair shop. "I thought I was at a real repair shop," I thought, but apparently not. The same lecture was printed in all caps on my receipt. Interestingly, every single time I've visited Mark Miller Toyota for service, I am afterward bombarded by multiple emails and texts asking for me to leave a Google review. However, I did not receive a single review request after my most recent experience. It's clear why, isn't it?"

"The atmosphere is pleasant, the advisor and the mechanic were very professional, informative and friendly.I didn't feel stressed or being misled! Your vehicle means a lot to you when you're transporting your children and especially commuting to work because public transportation is not very safe these days! This is a huge deal to me, I've been treated poorly at most dealerships!!"

"I had a very delightful experience with this Toyota! Out of the blue, my tire went flat, by the time I made it to the dealership the walls of my tired were ti damaged to try and salvage it so I had to order a new one, I was definitely not excited about this given the price tag. However, 2 employees helped me I can’t remember their name but I know one of them was a tire dept manager and the other was a service provider, they were both VERY nice and understanding of the situation, they kept my car overnight but they changed my tire and had me going within 24hrs."

"Top notch customer service. They truly care. I am so impressed with the work they provide as well as their attitude of making sure the customer is happy. I'm glad the mom and pop mechanic who couldn't fix the engine issue referred me here."

"WOW! 5 stars These guys especially MARK AND SCOTT are AWESOME and HONEST dealers. I am getting a used car that fits my budget. And I went out for a different test drives. And finally picked this JEEP CHEROKEE. 2 days after purchased, I noticed the issues with the AC and a battery. I called back to the dealer. And those issues have been fixed within a day. And follow up and communication has been A++++ I can't say enough good things. I'll repost after the purchase next month. - In addition, my interaction with the MARK TOYOTA dealership was just as stellar. Whatever you guys are teaching your people, keep it up and THANK YOU! AND YEAH THANK YOU And I do recommend people who are looking for a used or new vehicle to do your business here. Also, I will definitely recommend this to my friends in the future as well."