Toyota of Richardson Service

Been coming here for roughly 3 years, 3 vehicles. First 2 never had an issue really, for the most part everything was done as expected. Told upfront what was covered and what was not. The most recent time this past Friday, complete opposite. I was understanding of shorter staff, w bit more wait time since it was a holiday. But poor communication with me and the mpp company to get a quick claim done that was for tires, a service that included rotating tired because at 5k on a new car, toyota does not do oil changes. So what came in as an appointment on a Friday to get tires inspected and fixed by claim if they were within warranty (they were) and the ask for a quote on a dent on a door (would be covered by insurance but just the quote) and 5k service which is just rotating tires. Resulted in THREE days in service, tires not placed where I instructed based in tire pressure picture ( i said new tires x2 in the back) inadequate tire tore pressure, air valve missing if you look at both tire pressures, white residue on tires, and only bright side because at this point it was not expected was the spare being put in its original compartment. I have more pictures with texts, but the video shows howvthe car veers to the left after ‘service’ and after paying for an alignment out of pocket. Yet it veers more now with new tires and alignment than it did with a spare and a tire with an air bubble… this might truly be the last time i go to the richardson location service center.

I'm confused about something. The service paperwork says fluids were "adjusted," but two days later my dashboard showed a low windshield washer fluid warning. I called the dealer and confirmed that washer fluid top-off is included under Toyota Care. However, it clearly wasn't done, even though it was marked as completed on the paperwork. There's no leak — I checked. It only costs $3-4 to refill, so this isn't about the money. And tires were not rotated, because my front passenger side tire has small bulge, so if rotated it should be on rear driver side:) I don’t know what did technicians do all day with my car. Called service center before posting this, front desk girl tried to reach somebody to help, after waiting 20 min I dropped phone. My concern is whether I can trust the service paperwork going forward, or if I need to double-check every item myself to confirm the work was actually performed.

I would not recommend this service department based on my experience. The biggest issue was communication. We were repeatedly told that a rental vehicle would not be necessary because the repairs would be completed soon. Instead, the expected completion date kept getting pushed back with little communication or concern for the inconvenience. I also gave clear instructions that, because the diagnostic process was taking so long, I only wanted one diagnostic performed along with an oil change. Despite that, I was charged for windshield wipers that I never authorized. Customer service was equally disappointing. When we arrived to pick up the vehicle, Mitch did not acknowledge us for approximately 25 minutes. When he finally spoke to us, we were simply told to "go get your car," with no apology or meaningful explanation. A phone conversation with another employee was even more concerning. My father explained that we could pick up the vehicle immediately if necessary but would not be moving forward with the recommended repair because replacing the engine with a refurbished engine that already had approximately 82,000 miles, at a cost approaching the value of the vehicle, did not make financial sense. The response was, "We're not a storage facility." The tone was intimidating and unprofessional. Ironically, we were then told we couldn't even retrieve the vehicle because neither Jim nor Mitch was there. The diagnosis itself also raised concerns. We were told the engine was consuming oil, yet the vehicle had no oil leaks, no visible smoke, and no prior history of burning oil. No explanation was given regarding what additional testing had been performed beyond observation before recommending an engine replacement. Before recommending a repair costing thousands of dollars, I would expect a thorough diagnostic process and an effort to rule out less invasive and less expensive possibilities. This experience could have been much different with better communication, respect for customer instructions, and a more professional approach. Delays happen, but customers deserve honest updates, courtesy, and confidence that all reasonable diagnostic steps have been taken before being presented with such a significant repair. Unfortunately, our experience was marked by poor communication, unauthorized charges, dismissive attitudes, and a lack of confidence in the diagnostic process. I hope management takes this feedback seriously and uses it as an opportunity to improve.

It took a surprisingly long amount of time to complete the scheduled maintenance (tire rotation and fluid/filter inspection), nearly 100 minutes. Next time I will try to schedule an appointment earlier in the day to see if that improves wait time. It was free, so yay for Toyota Care. And the staff were friendly, but also seemed pretty busy, so some instructions weren't very clear (like how to retrieve my car).

Justin Hogue in Service provided the best experience I may have ever had in more than 40 years of servicing my vehicles. He listened carefully when I described the situation I had with my van sunroof and promptly worked to fix it. I live in Prosper Texas and this level of service will keep me coming back for all 3 of my Toyota vehicles.