Stevinson Toyota West Service

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Keenan
6 days ago
They took great care of my car after a different dealership destroyed it. They are helping me get a refund from them and called them on my behalf multiple times to make sure they were undoing all of the damage. Customers and staff were all VERY helpful and friendly. Daniel Patterson was super accommodating and helpful through the entire experience.

  Bobbie Lannon
a week ago
This review comes from years of frustration dealing with their Service Department. This place is horrible and will waste tons of your valuable time. I arrived at my appointment time and am still waiting to be checked in after 40 MINUTES. I just watched 8 cars that came after me get checked in and there is clearly no first come, first served system when waiting to drop your car off. And this is actually about the 5th time this has happened to me since I bought my Toyota here 3 years ago. Nothing has improved in years. Will never EVER buy another car from this dealership again. The car also has SEVERAL collison warning signals that failed to alert me, and as a result, I ended up in a fender bender while trying to exit a busy parking lot. When I took it here to report that the sensor didn t alert me and to get it fixed, I was told that I had to get the dent to the bumper repaired before they could check the sensor. After the body shop repairs, I was then told that the service center couldn t get the part off to check because it was too cold outside. COME ON!!! So I took it back to the body shop where they kindly looked at the sensor and confirmed that the sensor didn t work prior to the accident. So then I go back to this place today, and after waiting in line for 40 min, I was just told that to do a diagnostic check on the car, it will be an entire day process which was not explained to me when I made the appointment. Like I have absolutely nothing else to do with my day off but sit and wait for them to find out what s wrong with my car when it s obvious. Just avoid this service department and this seller like the plague.

  Ellen Reid
4 months ago
They do fine work, but they do not respect your time.Had an appointment for a drop-off and arrived to a line of cars/trucks out to the entrance road. I called and asked for an estimated wait time and was told there is no wait time and that everyone was there for the same drop off time. I then proceeded to wait almost an hour to drop off my car.I used to love this place and have brought my 4Runner here for the last 7 years since I bought it here, but I ll be going elsewhere for future service. It s not worth it anymore with the customer service steadily declining with every visit.

  Luc Sauer
3 months ago
My family has been going to Stevinson for decades now. Generally, my experience has been very good, especially on the sales side. Recently I have had some frustration on the service side.I've started doing my oil changes at home, which should be a relatively easy job. However, on both of our vehicles (both of which were previously serviced at Stevinson) I have found that the oil drain plugs and filters have been put on absurdly tight.Yesterday I was doing an oil change on my wife's car, and it took a 3 foot breaker bar to get the oil drain plug off. That is supposed to be torqued to 27 lb-ft, which is not a ton of force.When I did an oil change on my car a few months ago, I literally twisted the tip of a steel socket extension by 10 or 15 degrees trying to get the drain plug out of the filter cartridge housing. The force it took to remove the plug damaged it, necessitating the replacement of the entire housing. The drain plug on that filter housing is supposed to be torqued to 10 lb-ft, while the entire housing is torqued to 18 lb-ft. These are snug, but should not require anywhere near the amount of force that was required to remove them.I understand that everyone makes mistakes, but not following torque setting can damage components and create premature wear.

  Jeff Senase
2 months ago
If you wanna schedule an appointment, show up on time, and still wait over 3 hours just for an oil change, than this is your place! Had great service when purchasing a vehicle, but every single oil change since has taken a minimum of 3 hours. Not to mention they try to charge me every single time even though oil changes and rotations are covered in my warranty. Service department is an absolute joke. I have 20k miles left on my warranty, and today is the last time I'll take advantage of the "free" oil changes. I understand I paid for the warranty, and I'd still rather do it myself just to not have to deal with their awful service department.

  Weston Kim
a month ago
I bought my 4Runner from Stevenson in 2013 and have gotten it serviced it there every 6k miles ever since. They're always busy, so long waits, but besides that my experience has been good. That is up until my serpentine belt blew and resulted in over 4k dollars of damage. After speaking with a few mechanics, I learned that serpentine belts don't suddenly fail. There would have been visible signs of wear on the belt that should have been caught in one of my regular services. The most recent of which was 2 months prior to this event. I called the service department and they said they do check the serpentine belt in the course of their multipoint inspection during service. However, I am having a hard time taking them at their word on this one. I'm just disappointed because I feel like this catastrophic event was preventable.

  John Lacroix
a month ago
Today, I arrived at 10:45am for my 10:45am service appointment that I had booked online. Despite having a 10:45a appointment, I sat in my truck, in the check-in line, for 30 minutes. Now, normally I would expect to be in this line for that long, if I was arriving first thing in the morning. However, today, I was car #3 in line upon my arrival and the first car was already being checked-in. I find it incredibly hard to believe that it takes 30 minutes to check in two vehicles. While sitting in my vehicle awaiting to be acknowledged, I observed the service advisor staff. All of my questions were answered. One of the ladies in the "B" office was on her phone, doom scrolling. The other advisors appeared to be working, but when walking through the service area.. none of them were moving with any sense of urgency. This made me wonder if my time is valued by Stevenson West, and by the end of my day, I learned that it most certainly is not.I noticed that my truck was parked out front (in the "done area") at 3:30pm. At 3:56p I texted the number that was texted to me by my service advisor in the morning, asking if I am to assume that my truck is indeed ready. By 4:30pm, I still had not received a response. So I just walked into one of the service advisor office areas to ask about the status of my vehicle. They asked who my advisor was and I informed them that he wasn't anywhere to be found in any of the advisor offices. The official paperwork for my vehicle today indicates that my vehicle was ready at 13:54pm... 1:54pm! This means that I needlessly waited at the dealership for 2 extra hours FOR NO REASON! In total, 2 1/2 hours of my time was wasted and completely disrespected at this dealership today. This is incredibly unacceptable. My truck parked out front since 1:54pm, and at 4:30pm I walk into an office to see my keys and paperwork just sitting there.Upon arrival today I also asked for the tech's to put an accurate "oil change sticker" in the upper left hand corner of my windshield. At the end of my last service, the new sticker they gave me said my next oil change was at something like 9,126 miles. My truck is now at 47,000 miles. Instead of providing me with an accurate sticker this time, I got NO sticker.Two visits prior to today, the advisor checking me in tried to sell me an oil change package stating that I was over the mileage of my service plan. I explained that I have the extended service plan, to which that person decided to actually look it up, turns out I do indeed have the extended service plan up to 125,000 Miles.From being told my plan was no longer valid, to getting a "Next visit" sticker with the incorrect mileage, to now having 2 1/2 hours of my time needlessly wasted at the dealership today, I am certainly not at all happy with the service I have received from Stevenson west over the last 6 months. Why do we make appointments if the dealership isn't going to honor and respect our appointment time? Why have a system to notify customers as soon as their vehicle is ready, if the vehicle is just going to sit out front for hours on end without notifying the customer?

  jeff Karlin
3 months ago
Wife and I went here today, the techs were not knowledgeable or friendly. Really rude. When we picked it up, even more rude! When asked to get the service light reset, they told my wife they didn't know how!! She had to go find someone else to help her. Inside the car, found a plug just dangling. I will find out where it plugs later I guess....

  Erica Lynes
a year ago
They don t actually inspect anything on their multi-point inspections. I have had several of these inspections come back with everything checked off as good I specifically asked if they would check my cabin and engine air filters during he inspection when I dropped it off for service and of course the inspection sheet comes back with it checked off as good. I finally decided to pull out the air filters myself and it s disgusting. Obviously they didn t look at it, and makes me question if they actually looked at any of the items they checked off. Don t trust them and won t be going back.

  Michelle Schiffbauer
3 months ago
Since Stevinson sold the service center, the check-in process is Horrible!! They have no process that works for the customer. The service work itself is still good, but they have completely ruined the great customer service they used to provide at check in.

  Thomas Haro
2 years ago
Had an alignment done, screws were not tightened. Now my truck has something of a weld. Worried about towing my trailer now. Service tech was not honest about the work performed. When I asked about what was wrong I was told, "we just did another alignment for you." Only to discover the weld in the attached photos. One photo is the driver side, the other is the weld. Be cautious about the service you receive.

  Bryan Palmintier
a year ago
(UPDATE at bottom) Very disappointed. Technicians failed to tighten oil drain plug after an oil change causing major mess in garage, ruined weekend plans, hassle to get redone, etc. Rookie mistake that could have caused a major problem road side. Worse yet, attempts to follow-up via e-mail (using addresses provided by service person and his manager on their business cards) bounced(!) and comments sent via on-line form were never responded to.This was our first "free" service with a brand new RAV4. Expected better, much better--not flunking car repair 101. We previously had good experiences here with our Prius. Not sure what caused plummet in service quality.RESPONSE to Stevenson: @Jeff Tossie: you called me and used my name back in May. You claimed it was in response to this review, and at that point were able to go back and find the record (and did apologize--thanks). But, bummed your records are that bad to have lost it since, certainly further decreases confidence. As you noticed then, but didn't acknowledge here, the car is listed under my wife's name (she has a different last name).Service: Oil change

  Mat Hias
5 months ago
Alex in service was great. John L was very helpful. Both times I've been here for service was a professional, respectful experience where my issues and concerns were addressed & solved.

  Zach Goodenough
9 months ago
I m traveling from the West coast and it was time to take my truck in for the 30,000 mile service. When I arrived I realized I d lost my wallet and needed to get back to RMNP to get it, a total of 95 miles away, and my truck had 43 miles until empty.I asked Anthony Smith working in the service department if he could help at all, and he sent another person out to put a couple gallons in the tank so I could make it back to get my wallet.This was an unexpected act of kindness and I was very impressed. These sort of things are what helps keep your brand strong with your customers.Good job Anthony.

  Dori Franklin
9 months ago
The worst car shop experience I ve had absolutely terrible communication and customer service. I had additional charges from my inspection that were never explained to me. The line from the rep is always leave a message and I promise they will get back to you and they never do, even after several messages over the course of days. They estimated I needed $4,000 of services on my car. Brought to another dealership and the estimate was $800 . I do not recommend going to this facility.

  Pat Minaghan
7 months ago
The service department took 3 hours for an oil change. I asked when dropped off and they said 1 to 1.5 hours. Poor communicators and never let me know they were running behind. Took my rep 45 mins to respond to a text asking for an update. I'm trapped with servicing my truck at the dealer due to Toyota care. Wish I would have never gotten it... stuck with the dealer service that takes incredibly long waits for scheduled services. Have waited more than 2x the estimated wait on more than 4 services done here in the last 2 years.

  Logan Schrage
10 months ago
Set a appointment. Waited 10 minutes for someone to greet me. Waited 3+ hours for a simple oil change to be done. If there's going to be such a delay maybe give customers a heads up in case they have plans the rest of the day. Or maybe offer a discount for waiting so long.

  Adrian Richardson
3 months ago
If you don't get your truck in at 24999 miles they won't let you get your last scheduled 25k service because they'll say you're "over 25k" And they won't tell you this until after you booked a service appointment weeks out and took time off work to come in. Absurd.

  Scott Akridge
a year ago
Got my car in quick which was nice. First mechanic said they couldn't reproduce the problem, so I left with no changes. Then car had issues, so one week later I returned. 2nd mechanic basically said I needed a new engine. So not great. Otherwise everyone was polite, responded quickly, but I did have to say I wasn't paying for. Inspections considering they were a week apart and vastly different

  Adam Fairchild
a year ago
This is my experience when taking in my 2016 Tundra with 59,000 miles on it. Service Advisor Brian Patton told me "Toyota engineers no longer support your 2016 Tundra. The focus is on the new Tundra generation. You will need a computer reflash, fuel comp reset and a fuel pump which will take months to get and will make the issue better but will not fix my truck. Additionally, now you will need to get oil changes every 3,000 miles. Welcome to the car business in 2023". I was honestly blown away by his lack of ability to deal with a customer. He was completely matter of fact type attitude and nope you are wrong and I am correct. I would never hire this guy.

  Ryan Foley
a year ago
I scheduled an appointment for the 15,000 mile maintenance. I was told it would be about a hour and it ended up taking over 2 hours. I reached out after a hour and 15 minutes for a status update and didn t receive a response. When I picked up my truck everyone was polite, but nobody was able provide an explanation on why it had taken so long.Service: Oil change

  X Lopez
a year ago
Staff is always so friendly and very observing love taking cars here this is the place to take your Toyota too.

  Ricky Schissler
8 months ago
They're very very very very very very very very very very very very very understaffed. If you have low patience, avoid this location. The staff they have is trying their best, but the service department is always backed up as of recent, which has caused very unhappy people to be short with the staff and you can tell they're worn out from angry customers. I feel bad for the staff. Hopefully, management is paying them properly for the rage they're dealing with and working to fix delay issues.

  Susan S
a year ago
I ve taken my car here twice for maintenance. Always had a pleasant experience. The staff (including the parts dept) is friendly, professional and they do a good job communicating with you. I need to get something replaced on my car and I would definitely go back to Toyota West service center to have that work done.

  Hale Yandt
a year ago
Very bad customer service and unreasonable wait times. Brought in my car for ToyotaCare 5000 mile service. I had an appointment scheduled for the service. When I brought in the car, there was no indication that you needed to wait in your car in the service entrance. I waited there for 30 minutes with no one coming out or checking in, but staff were walking all around. I went in to see if I did need to go check in and was told to go wait in my car without any further information (i.e. projected wait time) so I did. Very unreasonable to wait that long just to check in the car for an oil change, when I had an appointment.

  Liz M
a year ago
Poor communication and flaky customer service. Brought in our 2021 4Runner for 24 month service through our ToyotaCare plan. We've been in before and have entered through the service entrance and come in to check in for scheduled appointments and have never been told to do any different or wait in our car. Today was told to wait in the car which was no problem however after waiting over 20 minutes without anyone coming out and multiple staff members milling around, I went in to see if I did need to go check in and was told to go wait in my car without any further information (i.e. projected wait time) so I did. I'm seeing via other reviews, long wait times appear to be standard here and mine was minimal compared to others. My suggestions:1. Put up a sign that says "Please wait in your vehicle."2. Let people know when making appointments that wait times tend to be long or common if that is an issue.Furthermore, I told the service guy helping me about an issue with a loud buzzing noise recently coming from our gear shift (understanding I may need to make a separate appointment for this) and he calls down to the service center, gets off the phone and tells me that "some rattling and noise is normal from the gear shift in these cars." No, this is not normal rattling/noise from a gear shift in a 4 wheel drive. This isn't our first 4WD vehicle and this sound isn't the normal rattling/noise that can come from one. I say this and he does get a service manager to take a look (which I verbally thanked and appreciated both of them for) and the manager takes it for a spin, listens and hears what I'm talking about and says he'll need to take a look at a few others and see if he can figure it out but he will get back to me. Ok great, I'm thinking, so I leave the car for the service change and return when they notify me that it's ready. I ask the original guy who is helping me about the gear shift (wondering what the manager said, if I should make another appointment, etc.) and he says, "He has your number, he'll give you a call about it," which was an obvious blow off to the situation. Needless to say, it's been a week and I've not received a call back from anyone but have received multiple texts to leave a review! We've already taken our car to another business who was able to quickly identify the easily fixable issue (buzzing plastic in the handle of the gear shift) and has helped us out. We won't be using this service center for any of our vehicles in the future and don't recommend them.Service: Oil change

  Samantha Manning
a year ago
Today will be the first and last time I ever take my car to Toyota. I brought my 2014 RAV4 in for a simple oil change. Almost an hour after I was in the waiting room, I received a phone a call from one of the Service Providers (Anthony) that after they completed my oil change, the drain pipe was too stripped that they couldn t put it back on. They wanted to then charge me nearly $1000 in repairs for THEIR wrong doing. They tried to blame it on a oil change I had outside of Toyota over a year ago, yet if it was so bad how have I had oil changes since then with no leaks nor other issues? I now see that other customers have had the same issue recently as I m reading other reviews. I was appalled at their lack of accountability. I bought my car brand new from Toyota and have only been to a handful of other providers the past 8 years I ve owned my car. I m still in shock.Service: Oil change

  Dominique Estrada
a year ago
We had such a wonderful experience from start to finish. After weeks of searching at multiple dealerships, we were able to find our perfect fit to accomodate our family. Our salesman, Luis Tevillo was so insightful and knowledgeable about the vehicle we were purchasing. He was through in making sure that we were not only pleased with the purchase, but made sure that we were educated with all of the features for our vehicle as well. Not to mention, we didn't visit the dealership until I was able to get off work, but Luis Tevillo went above and beyond; even stayed late to ensure we were able to drive off the lot with the vehicle that same day. I truly appreciate the dedication behind the efforts and couldn't be more pleased with our purchase.

  Edward Fiedler
3 years ago
I have had my Tundra serviced here at Stevinson Toyota West several times for routine maintenance. Never any surprises, everyone is courteous and professional, and they treat you like you are part of the family. The entire place is spotless and clean, and just as important the price they quote you is accurate with no surprise fees added on. Heck, if my 16 year old Toyota wasn't made so well and didn't look so good I'd buy a new one. Keep up the good work!

  G S
2 years ago
Brian Ballard provided amazing service with great communication and helping me get my car back as soon as possible (he gets five stars). The Service I got was to replace some wires that rodents chewed up. They got the job done but I took away a star because they didn t take the time to clean some sticks/nest out.