Toyota Service Department

Completely stressful and frustrating experience from beginning to end. My RAV4 was towed to Westbury Toyota service center on February 28th after having my rims and tires stolen. When speaking to the advisor, I was told the process to replace them, the rotors, brake pads and the damaged side moldings through insurance would take about 7-10 days. I also requested an oil change since my car would be in the shop for at least a week. After 2 weeks of absolutely no progress, I went to Toyota in person and saw my car still sitting there on car jacks, untouched. I immediately noticed that an additional side molding on my vehicle was damaged (from the car resting on milk crates during the theft) and that Toyota didn’t include it in the estimate. When mentioning this to the advisor, he stated that they didn’t catch that, and would make sure to bring it up to the claims adjuster. This was something that could be noticed just by looking at the car for a few seconds. If I didn’t go there in person and point this out it would have caused yet ANOTHER delay due to their incompetence. I was constantly given the run around with one delay after another, and didn’t receive my vehicle back until a MONTH later (March 30th) . Upon picking up the car, I noticed the side molding they installed wasn’t aligned with the rest of the existing moldings. Frustrated after a month of waiting for this repair to be completed, I drove home and decided to look past it. Upon returning home I noticed that my washer fluid wasn’t topped off like it usually is at any reputable mechanic/dealership when getting an oil change. After later checking my rims more closely I realized they gave me my vehicle back with a loose and wobbly lugnut on my front right tire, probably from over torquing them. I was extremely upset and angry, because I’m sure the technician realized this when putting the lugnuts on my car and just didn’t give a crap. I went BACK to Toyota and they confirmed that the wheel stud was indeed broken, and needed to be replaced. They also resurfaced by brand new rotors that was replaced during the original repair. When I arrived at the dealership for my appointment to repair their sloppy work, I was told that I would need to come back another day because the original technician who worked on my vehicle wasn’t in. I demanded that the work be done that day, as I have a busy schedule and don’t have time to keep going back and forth because of their horrible work. I was told that it would take between 3-4 hours to complete the work, which ended up actually taking 6+ hours. I have the Toyota app which notifies me when my doors are opened, and wasn’t alerted until 4 hours into waiting that someone was actually opening my door and working on my vehicle. When I finally received my vehicle, I noticed that they also scratched my brand new rims when doing the work. I’m beyond frustrated and angry with this entire experience, and would not recommend Westbury Toyota to anyone who cares about their car. This service department doesn’t value your time, causes additional damage to your vehicle, improperly completes work that causes extra issues, and just does an overall sloppy job in all areas. The only positive part of this experience was the lovely woman named Diane at the front desk, who was very kind and helpful. Avoid this service center at all costs.

Although it is further away from where I reside, Westbury Toyota provides great service. They meet and greet you very kindly when bringing your car upfront. Vincent was very helpful and willing to understand your situation. I also felt he took his time to hear my concerns regarding any issues with my car and any services that might be suggested.

I have been a loyal customer for my past three vehicles with Toyota. My brother is a mechanic for another car company, but I still go to Toyota where I purchased my car for oil changes and tire rotations. Even though I can get these services for free, I still go to Toyota to make sure the car is up to par with the dealership. I had an appointment for an oil change and tire rotation. I was next in line and waiting for the "advisor" to speak with me. After twenty minutes of waiting, and constantly asking where the advisor was and the worker saying you are next, another customer, FOUR cars behind me, gets out of her car, and starts talking to the workers. Next thing, the advisor comes out and starts talking to the other customer. The customer spoke spanish and the three women were conversing. I get out of my car and ask if that is the advisor. When they said yes, I walked over to her and said I had been waiting for 25 minutes and I was next. She said I will be right with you and brushed me off. I said I was next, but she didn't care. I had an appointment. It was my turn and I was waiting over 25 minutes. I was furious. I said to cancel my appointment and then drove around to talk to the manager. The advisor beat me to the manger, behind closed doors, and then the manger came out and said he was sorry for the wait. The advisor needed to translate. I said she shoyuld've translated when it was that customers turn. Totally unacceptable. They just lost my business.

I had a very serious and unsafe experience after my recent service visit. After picking up my vehicle, I discovered that more lug nuts on my wheel were missing or not properly installed. This is a major safety hazard that could have caused wheel failure while driving. Even more concerning is that the vehicle was returned to me in this condition without any warning or explanation. I had already driven the vehicle before noticing the issue, which makes this situation even more serious. This level of negligence is unacceptable for an authorized Toyota service center. Safety-critical work like wheel installation should never be handled this carelessly. I have documented photos as evidence and have already contacted management regarding this issue. I hope this is addressed properly and prevented from happening to other customers. Based on this experience, I cannot confidently recommend this service department.

There were 5 customers including myself waiting in their cars when I arrived for my 11:00AM appointment. I had to get out of my car after waiting 10 minutes and no one had checked my car in yet. I was told my service visit would take one hour. My car was ready after one hour, but I was forced to wait an additional half hour for the paperwork. Samantha Estevez took pictures of my vehicle for the Portfolio Protection. See mentioned that we would hear back in 2 hours. My appointment was on Thursday, June 4th, and I have still not heard back, today is Wednesday, June 10th. I left a voicemail message for Samantha Estevez and 2 voicemail messages from Vincent Lafefelo, but haven’t heard back from either one. I am now contacting Toyota corporate to report this issue. Please don’t take your vehicle for service to Westbury Toyota. Samantha Estevez had the nerve today to ask me to rate my service visit.