Ron Tonkin Toyota - Service & Parts

Dmitriy Yaroshenko

2 months ago

Shout out to the financial manager Samy for outstanding and quick customer service and understanding my position that he had to work with.

Daniel McCurry

5 months ago

I have been taking my 2021 Tacoma to the Ron Tonkin service dept. since it was new as it is the closest dealership to my home. I started reporting a problem with my drivers side window when my truck was still under warranty. As of last week, the window problem has "been looked at" or "lubricated" five times, it still does not close properly. I last had my truck in to have them address this this roughly two weeks ago, and although I dropped it off at the agreed time and rented a car from them, they didn't have time to get to it. Now I have to take it in again and it appears as though they won't cover my rental. I'm not quite sure because three different service advisors have told me that they'd look in to having the rental fees covered, but none of them have called me back. Absurdly terrible "customer service" If this wasn't a warranty issue I would never set foot in this business again.

Casey Fast

a year ago

During the free 15,000 mile service on my 2023 RAV4 Hybrid, the service consultant said my front wheels needed alignment. I paid a $189.95 charge. The ordeal took three hours. Later, when I priced checked wheel alignment charges at two other shops, I discovered I their work would have cost $120 to $134. I complained and Tonkin gave me a $15 refund. Buyer beware.

Gary Peschka

a year ago

My daughter took her car in to have a check engine light looked at on a Thursday morning - basically see what the code is and what it means. They were supposed to get back to her that day - no calls. She had to call them. They said they would get back to her the next day. Still no calls. She calls them they say they will get back to her in an hour..no call. She calls back again later..they will get back to her in an hour - basically it sounds like they have not even looked at her car. They finally send her a report of the error code and what they recommend late in the afternoon, and they are supposed to call her - but still no call. She goes to pick up her car Saturday and is told it is still apart. She is told she cannot get it until Monday because they only want the original technician to put it back together. So basically no communication at all on the status of the car, the technician goes home for the weekend with no one telling her that she cannot get her car until Monday, she is the one that has to do all the contacting and is kept in the dark on the status of her car.

Taylor U.

2 years ago

I have generally had good experiences at this service center, but today was not one of those days. I brought my car in for a routine service/oil change covered by a previously purchased Toyota care plan. I had an appointment at 10:30am that I had scheduled a week in advance. Upon arrival, I was encouraged to add $900 worth of additional services. I reluctantly agreed to $300 of those services (engine and inverter coolant changes). I was given an estimated wait time of three hours and told my car would be ready at ~1:30pm - a longer wait than I had planned on, but manageable. Three hours turned into nearly six, and my car wasn't ready until 4:00pm. I understand things happen; some days businesses are understaffed, or exceptionally and unexpectedly busy. However, transparency and communication are paramount. Giving your customers accurate wait times and expectations is important, as is proactively providing them with updates when/if their wait time is going to be significantly longer than originally stated. Unfortunately, in this situation, no one reached out to me. I waited until 2:30pm, then requested a status update. I received an apology, and it took another hour for my car to be ready. I was left with a lot of frustration and many questions. Why did I bother to schedule an appointment? Clearly, the crew wasn't ready to work on my vehicle at 10:30am. I could have arrived 2-3 hours later instead of wasting my entire day in Ron Tonkin's lobby. Why wasn't there better communication about the significant delay? 30 minutes is one thing, 3 hours is another. How long was it going to take me to drive home, given that it was now rush hour? The answer, as it turns out, was 45 minutes. Again...I understand that things happen. I was given a $25 discount for my patience, but that doesn't give me my time back. In the future, please don't schedule your customers for services that you cannot complete in a timely manner. If a service is going to take 6 hours to complete, be upfront about the wait time (FWIW, had I been told it would take 6 hours, I would have declined the service and opted to schedule for another day). Once again, transparency and communication are key. I work in customer service, and the experience that I had today sadly makes me want to decline any additional service recommendations in the future.