Toyota of Puyallup


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8275 Reviews

96% Would Recommend
Latest Review 4 minutes ago
Review for Toyota of Puyallup
ELIZABETH W. on 02/17/2015
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"long wait"
When I made my appointment for a 60,000 mile service I mentioned that I would be doing it on my lunch hour, and asked how long it would take. The answer: 1.5 hours. I arrived before my appt. time which was 11 a.m. and was told that it would be early afternoon before I got my car back because the service dept was closed from 12-1. What?! When I made the appt. they knew I had limited time, and made no mention of their not working on my car during the lunch hour. So, the 1.5 hr. appt suddenly turned into 2.5 hrs., and actually I didn't get my car back until 2:30 p.m. No mention at ANY time that it would take longer. No contact AT ALL, and I was the only customer in the lobby at 12:30. I waited much too long. What a nightmare. I've done business with TofP for 15 years and never had this poor service. Don't know if I will come back for major service next time - certainly won't believe the time estimate.
Vehicle: TOYOTA PRIUS
Category: Service
Service Date: 02/16/2015
Review Created: 02/17/2015 07:03 PM
Rich C. at Toyota of Puyallup responded on 02/18/2015

Hello,

I’m writing in regards to your recent service visit on February 16th. Thank you for taking the time to give us your feedback. I attempted to call you on the phone number we have on file, xxx.xxx.xxxx, but that number is disconnected. May we please have your updated contact information?
Please accept my apologies for how things turned out this time! I sincerely hope you know, based on your history with our dealership, that this is not how we typically operate! In light of this, we are currently looking at ways of improving our appointment system and how it pertains to our midday scheduling. Bottom line, we never want to have a situation arise where our customer’s expectations are not met.
I’d really like the opportunity to make this right for you. We really appreciate your feedback. Although we are not perfect, we have the fullest intentions of providing excellent service to every customer, every time.

I look forward to hearing back from you.

Rich Conley
Customer Relations Manager/Assistant Service Manager