Toyota Service

Reviews

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

  Rajeev Joseph
3 months ago
After a day of my recent service visit to Suburban Toyota of Farmington Hills, I realized that the technicians didn't screw in the metal cover underneath my SUV correctly. It was grating on the road while I drove from Lansing. The next day, we reported it to the dealership, and they sent a technician to fix it. However, he couldn t fix it entirely, and broke apart. He promised to get the part replaced as soon as possible and said the dealership would place the order for it. It s been more than a month since then. We tried to contact the dealership and the technician many times. A couple of times, the front office promised a call back from the person in charge, but in vain. I value my vehicle and will advise anyone else to stay clear and mindful of this dealership.

  Satish Rao
3 months ago
Keep up the good work, Toyota team!1. Roger Cole, the Toyota Service Advisor, has a great knowledge of not only how my Toyota Prius works and what are the nuts and bolts (literally and figuratively) needed for its smooth operation, but also practically makes sure all boxes are checked when it comes to ensuring a good, reliable service. He works well, communicates his work well, and the high reliability of his work make my visit to the Suburban Toyota Service, a pleasant experience. This has been a pattern, not an isolated event / incident.2. And Adam Gilbert, the Service Manager, prioritizes the customers on top of the list. Overall, it is a great service team at work, ensuring high quality of car service / maintenance.

  Paul Hefel
4 months ago
The technical service (oil change completed correctly) was acceptable. The customer service upon dropping off and picking up my vehicle was poor. The team appeared more focused on other work or themselves then the waiting customer. In addition, a simple oil change took approximately 2 hours upon a 1 hour intended timeline.

  Devin Conlin
4 months ago
While the actual service performed on my vehicle is always satisfactory, this dealership has a very bad habit of recommending services that are unnecessary based on Toyota s own published service intervals. It never fails that a routine oil and tire rotation turns into a potential $500+ visit given their service recommendation outside of what Toyota deems is necessary. I have a good relationship with my purchase dealer and when I call to confirm what Suburban recommends, they tell me it is unnecessary. I only use this dealership because they are 30 miles closer than where I purchased the vehicle.

  Geoffrey Brockman
4 months ago
Only giving 1 star because I can't give zero!Communication was embarrassing. In my first conversation with my advisor, she was so friendly and helpful and nice. After that, I could not get her to return a phone call despite calling and leaving messages BEGGING for her to call me back. My insurance company had the same issue. Finally after 4 weeks of zero return phone calls, I had to drive over to the dealership and stand in front of her to get her to talk to me. This is COMPLETELY unacceptable. I understand that certain parts needed for my repair may have been on a national backorder which is absolutely not the shops fault, however just flat out refusing to communicate with me when I have a $12,000+ repair and they have my vehicle for four weeks is. The fact that I had to literally drive to the shop and stand in front of them to get any answers is terrible.I had previously had decent experiences here which is why I chose this shop for my insurance repair, but after this, I would never take my car here to be serviced again and would not recommend it to anyone else either.

  Marc Thomas
4 months ago
The experience was good overall. Unfortunately, I did not get word that work on my car was completed and sat there for a long time after it was done. They said they sent a text, but my phone showed no record of it. Many people sitting near me were told in person that their car was ready. I wish they had come into the waiting room to let me know.

  David Chemello
3 months ago
Ready for vehicle immediately..friendly & courteous. Quoted about an hour for routine maintenance on my RAV4.After 2 hrs.( without any updates) I inquired about the length & was told my car would be ready soon..I finally received my vehicle after 2.5 hrs & the representative said that since I was in a hurry.??..they did not provide the " complimentary " car wash......& I could come back later if I wished.......So.. I went to Squeaky Clean in Novi..Seriously??? A courteous car wash would of went a long way........just saying

  Alex Wisniewski
2 weeks ago
Just now reporting.Scheduled a wheel alignment on Jan 3rd 2022. Arrived for appt at 3:55pm Jan 6th 2022. Service adviser stayed they don't do wheel alignments this late in the day.I asked why I wasn't contacted if this is the case? They had January 4th ,5th , and 6th to call and say, "sorry mistake, let's schedule another time." They had no apology. I took time off work to come to the apt.Service adviser was rude. After some pushback he called "across the street" and got my Camry into them.People in waiting room where also disgusted with customer service when I casually chatted with them.I get the car back.Alignment was done.I should have looked closely at invoice.$18.69 added on for shop supplies. I'm no 'expert' but I don't think shop supplies are used to the tune of $18 for an alignment. Lol. Nice try.Called service Dept 1/10/22, about change. No call backCalled again 1/12/22, no call back.I could see a few bucks for shop rags or maybe a penetrating oil for suspension but this looks like padding profits on top of initialing being turned away.Shady operations.Manager doesn't look over appointments prior to apt date.Return call backs ignored.Mysterious changes not explained.I get emails and phone calls from them for service and sales. I put a stop to that.I've never returned to this location. I go to the Toyota Dealer in Troy or Canton now for services.

  uncharted246
a month ago
Roger Cole and the rest of the team at Suburban Toyota of Farmington Hills, went ABOVE AND BEYOND when I had an issue with my Struts. They were able to save me TIME AND MONEY reaching out to the Toyota Brand Engagement Center to open a case, specific for my incident. Thank you Toyota of Farmington Hills!!!

  Charlene B
a week ago
Roger was courteous, professional, and funny! I always receive great service at Suburban Toyota of Farmington Hills.

  kristin Miller
6 months ago
Brought my vehicle in for regular maintenance and left a very satisfied customer! The entire crew was courteous, prompt, and kept me up to date as the maintenance was being performed. They even called me a few days prior to remind me that it was time for some routine stuff to be done and I was very grateful for the reminder. They were clear on their recommendations for the next steps in Spring of 2024 to keep my car in great shape. I really love the way they treated me. Suburban Toyota of Farmington Hills is my dealership!Service: Tires

  Francie Cook
4 months ago
This is my second review of this facility, & it is much less positive than my first one. Unlike in the past, there is now a very noticeable lack of professionalism on the part of some of the employees (e.g., I was asked, "Do you have an appointment or something?" "What's going on?") It's as if they weren't aware of the info I provided when I made the appointment on the phone. The service advisor also wasn't aware (or feigned ignorance) that I had a plan covering tire rotation, so the bill included a charge for it (which I had him remove). Besides a tire rotation, I had a trunk leak that I wanted repaired. The person at the call center should have known to ask if the car had been in an accident (which it had, 2 years ago), & to tell me to take the car where the body work was done to have the leak repaired. Absent that, when I spoke to the service advisor, HE should have asked that question, & he didn't. As a result, my car was tied up longer than necessary at the dealership, the leak wasn't repaired & I had to pay for the tech's time to look for the leak. If the employees were better trained, I'd have saved time & money & would have left satisfied. This is the same point I raised in my previous review ("The solution is for the people working at the Call Center to be trained to ask specific questions...I hope this suggestion is read by someone who can make this happen!") It looks like no one paid attention. They shouldn't ask us to review service received if they're going to ignore the feedback. The icing on the cake is that when I got home from picking up my car on 11/20/23, I left a message for the service manager to call me, since he had already left for the day. On 12/7, I still hadn't heard from him, & called again. He finally left me a message on 12/8.Update 12/12/23: I spoke to Adam, the service manager, on 12/11. He said he wasn't aware of my first phone message (11/20/23) & apologized for my experience. He said he will share with employees at their next weekly meeting my feedback about how they communicate with customers who bring their vehicles in for service. (Hopefully that will include stressing the importance of looking up the customer's information so they know why the customer is there & what services they're entitled to.) He also explained that until they inspected my car, they would have no way to know whether the leak was something they could repair. As a customer relations gesture, he said I will receive one no cost tire rotation & oil change, which I appreciate. I also appreciate his promise to address my concern (about unprofessional communication) at their next weekly meeting. Hopefully, the next time I take my car in for service (in 6 months, barring any issues in the interim), I will have a more positive experience, in which case I will be happy to do another review with a higher rating.Services: Tire rotations, Oil change

  Cara
5 months ago
I ve serviced my car all over the country. This is BY FAR THE BEST SERVICE! From Utah to South Carolina, and even others in Michigan. This toyota service center rocked. I ve not felt like the customer matters anywhere else. I m just a number and they don t care to meet my requests, answer my questions. But here at this Farmington Toyota, everyone was so kind and helpful and actuallllyyyy answered my questions and did exactly what was needed. Can t recommend this place enough. I wish I remembered the names of employees I spoke with. Y all rocked!

  Blane Spiker
5 months ago
Customer service wasn t great. One guy was pretty sarcastic in a rude way. I ve only gotten full synthetic oil changes in the past through Toyota dealers and this location randomly gave me regular oil. And it was nearly $80. That s insane! The service took nearly 3 hours. They try charging you for services that they deem crucial and half of them were just additives which barely help or can hurt a car. Won t be back to this location.

  Kimberly Sorenson
4 months ago
They kept me there for over 4 and a half hours with no prior warning for an oil change and a brake fluid change. They offered me no explanation or apology for why I was there for so long and I still had to pay full price. I left starving and angry and I m considering refinancing my lease so my oil changes aren t tried to that location anymore. 0 out of 10 and make sure to bring a lunch when you take your car to get serviced.

  william mcconnell
6 months ago
As always my service advisor Erin got things done with efficiency and skill. I was surprised to find out that Suburban has eliminated the service deal that allowed customers to pre pay for three service calls with one economical price. Why do something that helped many customers save some money and have convenience??? I might still bring my vehicle to Suburban, but there might a better deal at another Toyota dealership in S. E. Michigan.Service: General repairs & maintenance

  Mark Gizowski
4 months ago
Had my 2023 Sequoia serviced today. Rodger Cole as always was very professional and was able to start my 15K service quickly.Rodger even had my new license plate renewal sticker put on the plate.Had my vehicle washed and returned to me within the hour.

  sergio thomas
4 months ago
I felt like I was part of a family during my visit. The dealership was clean and the employees were warm and friendly. I will be back for service and my drive was 1hr away. Worth the trip

  Brendan Burke
6 months ago
Individual employees were kind and professional, but there the expected scams - mostly due to their labor charge. I was charged 110 dollars for a corroded fill plug to be removed and replaced with one that I supplied. That's like 110 dollars for a ten minute job (being generous with that time estimate) - where I supplied the part. I should have just bought the right socket and done it myself. Was also there for almost two hours. On a good note, they did not try to sell me strange services that I didn't need - so they are a step up from other Toyota dealerships like Page Toyota. The waiting area was also clean, which was pleasant.

  Jonathan Vieu
4 months ago
Fast and efficient service! Roger made sure to take care of everything.. he understands the vehicles and seems very knowledgeable of issues and trends. Highly recommend!

  Justin Williams
8 months ago
Usually getting service here is a decent experience. This time, not so much. 2 hours for an oil change and tire rotation. When I asked why it was taking so long, the service advisors indicated that they only have two lifts that can handle trucks. This never was an issue before, though. When I finally got my vehicle back, no multi point inspection was performed, and I noticed at home that my windshield washer fluid had not been topped off. Makes me wonder if they actually performed the services they said they did Services: Tire rotations, Oil change

  The Burts
2 months ago
Car repair was completed earlier than expected!Roger, our service technician, is always professional and works hard to make sure car repairs exceed our expectations.

  Robert Smith
5 months ago
The automated text system for updating the customers must not have been working correctly. I probably waited an additional 10-15 minutes before the agent came back to the waiting room to get me. My advice is to either fix the automated system or scrap it and just use the agents to keep the customers informed.Service: General repairs & maintenanceService: General repairs & maintenance

  Lynne Keppler-Warshaw
6 months ago
Service is always wonderful at Suburban Toyota Farmington Hills. They keep you informed throughout. Roger is the all time greatest customer service representative. Very personable. Makes the experience so nice. Keep up the good work.Thank you,LynneServices: Auto brake repair, Tire rotations, Wheel alignment, Brakes, Wiper blade installationServices: Auto brake repair, Tire rotations, Wheel alignment, Brakes, Wiper blade installation

  Arthur vancil
6 months ago
I booked online at suburban Toyota website for an oil change and tire rotation. When I arrived at the dealership, the service advisor confirmed that he had my appointment, 35 minutes later my vehicle was ready and no oil change was completed. When I inquired why I was told my vehicle didn t have enough mileage on it for an oil change. I m purchasing the oil change. I can have it changed at any interval I would like I don t understand why the dealership wouldn t follow the service that was selected from their website when I scheduled the service. This is the second time that this is happened in six months and it is incredibly frustrating that I choose a service and the dealership elect to not do it because my vehicle isn t due. If I m purchasing it, I should be able to do whatever I d like at whatever interval I d like.Service: Oil change

  Trash Man
7 months ago
You failed to fix my car. You lied and said it was fixed. But the next day same problem. You don't like to answer your phone when I call to get a status update about my car. You have had my car for 72 plus hours and have even looked at it to find the problem. I had to go there to get an update on the car, just to be told no has even looked at the car. Your dealership is poorly run at best. I hope others read this a take there business else where.

  Christine Brackel
9 months ago
I scheduled a 7am appointment for basic maintenance, anticipating that I'd be on my way home by 8am.I was surprised to find so many cars there when I pulled up a little before 7. I didn't get to drop my car off until about 7:25. Then my service wasn't complete until 9am.Everyone I interacted with was courteous and helpful. I just wish service appointments were truly appointments and that they were handled in an efficient manner. It seems they were way over scheduled.

  Jeff Ortwine
7 months ago
I came in for a flat tire repair at 7am. It could not be fixed and I authorized replacing the tire at 8:15am through the text link that was sent to me as I waited in the lobby. At 10am I stretched my legs and went for a walk and saw my car in the parking lot. I waited until 10:30 and then asked my service rep for an update. He said to wait in the lobby and he would find me with an update. I waited until 11am and asked him again for an update. He asked for my name and said immediately, I texted you it is done. I had not received any texts. I don't know what this guy was doing but I clearly waited at least an hour longer than necessary. He never once checked in with me, explained what was going on or anything. Just a text with a link saying to authorize the charges for the replacement. Nothing else even when I asked for an update after 3.5 hours.

  Jennifer lewis
6 months ago
After waiting 10 months for my second key I finally had an apt for a oil change and to have a second key synced. After waiting over 2 hours I went up to service desk to check status of my car. They informed me the new key wouldn't sync and they would need to order another. So I spent over 2 hours of my time to walk away with just an oil change. And the 2nd key saga continues.....If you value your time, I would strongly encourage you to not go here.

  Mohammed Khaled
6 months ago
I purchased my vehicle from this place and I went for 15,000 miles maintenance, service was not that great, bathroom is dirty, waiting area no coffee, compared to other OEMs even other Toyota dealerships like Golling Toyota of Warren. Even sales people they just want to make money without service. From now I don t recommend to purchase any vehicles from here.Services: Auto maintenance, Oil change