Heiser Toyota Service Department

"Bought a Highlander Hybrid a couple weeks ago, purchased it before it had been detailed, before photos had even been taken to put on the website. As part of our sales contract, we were offered a complimentary detailing scheduled at our convenience since that hadn't been done before the sale. That was scheduled yesterday at 8AM, and we were quoted 5 hours when setting the appointment. The service crew tried to charge us $300 when my wife showed up to drop off the car until my wife informed him it was part of our sales contract, at which point he backpedaled and said detailing wasn't really a service they offered. 5 hours later, we needed our car back. They hadn't started, and offered us a loaner car for the meantime. Over the next almost 8 hours, we saw them via the Toyota app opening/closing doors, hatch, etc. apparently finally getting to work on what was supposed to be started at 8AM, the point of an appointment. This continued until about 9PM. We were told we would be pleasantly surprised at how clean it was. Surprised, yes. Pleasantly? Absolutely not. If this is attention to detail during a detail, I will never bring my vehicle back to this service department for any reason. My 6yo was able to spot most of these and say it's not very clean. Some of the obvious spots, like the blue substance in the trunk, we can finger-wipe bits cleaner than whomever performed this "detail." The candy in the rear cupholder is icing on the cake - really cleaned out those cupholders like the receipt says. At least it was free, definitely looks like a free job."

"Update: I came back for another emissions test after fixing my car and was told I’d have to wait because they prioritize paying customers. I waited 35 minutes for them to do a 2 minute test. Original review: I needed an emissions test done so I brought in my vehicle. My vehicle did not pass and I asked them about getting temporary plates in order to get an extension on my plate renewal so we can figure out why the car did not pass. The DMV had told me just before this that any DMV certified emissions test location should be able to provide these plates so we can avoid waiting at the DMV. However, the rep told me they don’t issue temporary plates in those circumstances and they were just the middleman. I called the DMV back and they said that this is absolutely not true and Heiser had no reason to refuse us because we qualified for the temporary plates and extension. So now I will have to make another trip and wait at the dmv to get the temp plates I should’ve been able to get here."

"While we had a great experience on the sales side of Heiser, I’ve been less than impressed with the service side. My first experience was, 2 months after we got the van I got a flat tire. Unfortunately, the Hybrid Sienna doesn’t come with a spare. I had to have the van towed to Heiser for a new tire. Two hours after my van was towed I called to check in and the response I got was “we don’t have your van….click.” To which I called back and said, I just spent a LOT of money at your dealer on that van and had it towed to you for service, so please find it and give me a call. Response: “Even if we have it, it isn’t going to get done today.” Me: Understood. I didn’t expect it to be done today, but I did expect some curiosity for this unfortunate circumstance. After that their tune changed and I was shown some respect but it should’ve have taken all that run around to get there. My van was fixed the next morning and working with Josh that morning was a much better experience than whoever answered the phone the day before. I look forward to my next service department experience. (I hope this was a one time occurrence.)"

"I'm a big fan of Josh and Kyle. They take care of me every time I come in and I'm always impressed with their professionalism. Darren sold me the car (I highly recommend using him too) but your whole staff keeps me coming back."

"I was able to schedule a next-morning oil change. When I arrived, the team promptly got to work on my tire rotation and oil change. Kevin was very professional. My appointment only went over by maybe 5 minutes and he was still apologetic and respectful of my time. Would definitely return!"