Review for Toyota of Puyallup
Mathew K. on 08/05/2011
Mathew stated that he is not satisfied with the overall service experience because on his last two visits he specifically requested that the business not wash his vehicle sending it through the car wash but they ignored his request and did it anyway. The service advisor misidentified him and thought that he was someone else. He started explaining to him how his vehicle wasn't covered under warranty and how they needed to proceed. Mathew asked the service advisor to identify him by name and that is when she realized that she had the wrong customer. Therefore, he wasn't satisfied with the communication because of the above-mentioned reason. He would not recommend the business for service because of the above-mentioned reasons and the substandard wash that was done on his vehicle that he did requested not be done. Mathew spoke with a manager and they offered to detail his vehicle and buff out the scratches for his trouble. The business could serve him better by having a professional approach, not misidentifying customers and two follow directions that are given. Mathew would like to hear back from the service manager on how these issues are being addressed and handled.
Review Created: 08/05/2011
Rich C. at Toyota of Puyallup responded on 08/08/2011
Dealer Service Manager spoke directly with customer and apologized for all mistakes. Addressed internal policies that caused communication problems to eliminate future issues. Gave customer appointment for a free exterior detail including polish and wax due to washing when we shouldn't have.