Suburban Toyota of Troy Service Center

Reviews

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

  Yolanda
3 months ago
I love my Troy Toyota dealership. Always give fast and friendly service. I don't have to spend my entire day at the shop. Brian or Robert was my service advisor, and they truly made my day. Welcomed me back as a loyal customer and took great care of me. Treated me as if I was family. That's what keeps me coming back. THE SERVICE and of course the product, my lovely, reliable Camry.

  Mustafa Malik
2 months ago
I made an appointment last week for recall and oil change to be completed. When I came on site Cornelius B told me that it should be done 3-4 hours and that I should probably go home and come back later. So I go back and get a call saying that he dosent have parts and it will have to stay overnight. So then I go in again to speak to him and he then confirms to me that I can pick up this vehicle tmoro in the afternoon. So then I leave the dealership again. They call me back saying the parts can take a week to come. So then I m forced to go back into the dealership because I can t leave my car for 7 days. I then go in, I get no apologies or any sort of gratitude shown to me for the irresponsible behavior from this dealership and their workers. I ask to speak to the manager, Richard F, he shows no concern either instead tries to damage control by saying that I missed 2 appointments in the past for them thats why. Those appointments were only because you guys asked while I was getting an oil change not because I signed up for it. Richard acted non chalant l, likeHe dosent care about saving a customer or even his job and came up with no solution and walked away. This has been the most over whelming and unprofessional service I ve received from such a big company.

  Ken Collins
4 months ago
I was especially pleased that the service write-up man kept me continually informed about what the situation was, and what options there were for service and repairs on my car.The pleasant woman who showed me how to operate the coffee machine was welcome, too.

  Jennifer Kott
4 months ago
Another frustrating experience and huge waste of time.I requested an appointment online for a car I purchased here last year with a tire/rim protection plan. In the appointment notes, I stated clearly it's an Audi, and to please call me or cancel the appointment request if they are unable to complete the service. I recently discovered that even though this dealership sells protection plans with their vehicles, they are not actually able to honor the plan to service the vehicle at that particular location. But if you go for service outside of the dealership, you risk voiding the warranty or paying out of pocket. This is why I made sure to state clearly the type of vehicle in the appointment notes. I called the next day to confirm the appointment, and after waiting on hold, I left a message with the answering service stating my name, phone number, and that I was calling to confirm my appointment for an Audi purchased at that location. After no response, I called again the following day and spoke to a representative who assured me I had an appointment, and I made sure to say again, that the appointment was made for an Audi.I arrived to my appointment this morning after several days of driving on a leaky tire, taking the day off of work, and driving 30mins to the dealership, only to be sent away BECAUSE THEY DON'T WORK ON AUDIS.Why did I wait a week for this appointment, miss work, clarify through 3 different methods the make/model of the car, and that it was purchased with a protection plan from this dealership, only to be turned away because this dealership does not honor the protection plans they sell you. Horrible customer service.This is not the first time this happened. I went through the same time-wasting catastrophe after waiting a month for an appointment to use the "Lithia Oil Change for Life" protection plan they sold me with the vehicle. They were booked over a month out, I made the appointment online and entered all of the vehicle make/model information, only to show up to the appointment to be sent away because they don't do oil changes for Audis at this location. The plan states "any Lithia-affiliated dealership," but apparently not theirs, and after waiting so long for an appointment it was just unbelievably frustrating. Why can't they just pick up the phone and call to let me know not to come to the appointment? There was no reason for me to waste my time waiting for an appointment only to be turned away. So when I wanted to use the tire protection plan, I made sure to give them plenty of opportunities to tell me if they weren't able to fulfill the service, only to have the same thing happen, waste my time, and be sent away again. Customer service, 0 stars. And for the sales department and their protection plans, BUYER BEWARE.

  Megan Gaynor
5 months ago
Takes 2+ hrs for an oil change. The service desk staff are always fairly passive aggressive and do not try to help make your experience pleasant. The service advisor for my vehicle disappeared for 20-30 mins and my vehicle was finished (I could see it in the parking area) but no one came to get me from the waiting room. Another service advisor claimed he couldn t help because he had no idea what work was being done on my vehicle. Finally at review, they insisted that I had changed out the air caps to metal ones (i had not) and stated well these are only aftermarket parts and Toyota wouldn t install them. My car has 10K miles and has only been serviced twice both times at this location-I didn t change out air caps. There s much better Toyota dealers in the area to visit.

  Ten Down
4 months ago
Absolutely horrendousHad my car for over 2 months and didn t provide a loaner car which it says in my warranty agreement that has a Zero deductible and still payed $500 that was not anywhere on my receipt.The customer satisfaction goals you should aim for are: improving customer loyalty, increasing customer service satisfaction rates, increasing product advocacy, improving product usability,-Lack of communication-Lack of knowledge-No customer service at all

  J P
6 months ago
Contacted suburban Toyota for my 5000 mile services. Phone call was super easy and my phone rep was super helpful with getting dates and times set up for the appointment. On the day of the appointment I drove into the service bay and was greeted by a young gentleman who gave great instruction on what to do with my vehicle and where to go. Inside I was quickly taken care of, great communication from the associate helping. I went to the waiting room and service was done in about 30 minutes. I walked back to my vehicle and saw that it was washed which was a nice touch to see!

  Lane Fortinberry
3 months ago
Unfortunately very lazy service department.I have had my Land Cruiser in 3 times now because it pulls to the left. On the third visit I asked to go on a test drive with the technician to replicate the issue. All they did was drive my car and tell me that it's not pulling. AGAIN.I have spent thousands on routine maintenance with this dealership and once I have an actual problem they are too lazy to try to fix it.I would recommend going elsewhere for Toyota service

  Usamah Mossallam
4 months ago
Good intake and appointment. Fast completion of service. Delay in actual release of vehicle. Process too dependant on one person. That person was busy/ otherwise away from desk and thus release delayed.

  Mitchell Dawson
5 months ago
I've been coming here for maintenance on my 2014 RAV4 for almost 2 years now. Nothing but great honest and superb service. They never try to upsell me on anything or force me into buying a new car and I appreciate that.Services: Air & cabin filter replacement, Auto brake repair, Brakes, Auto glass replacement, Auto maintenance, Oil changeServices: Air & cabin filter replacement, Auto brake repair, Brakes, Auto glass replacement, Auto maintenance, Oil change

  Troy Dietz
5 months ago
Quick service. Free Lyft because their shuttle driver was out when I came in. No unexpected charges or time delays. Feeling glad I purchase the 3 oil change combo package after my factory maintenance policy expired.Services: Tire rotations, Auto maintenance, Oil changeServices: Tire rotations, Auto maintenance, Oil change

  Lee Cabelof
6 months ago
Service staff is excellent, but I brought my truck in for a tonneau cover's recall. Not to mention that I had the truck in to fix the leak into the bed several weeks back but could not be addressed because of the recall. Suburban Toyota booked this repair last week after I waited a week once I received the fix for the recall. Took the truck in and they removed the cover, left it in the bed and told me it would be a couple weeks until they received the parts to complete the fix. I was even asked if I wanted to leave the truck until the parts come in. Why would any recall fix service appointment be scheduled if the dealership did not have the parts to fix this issue? This is not the only issue I have had with this purchase (the most expensive vehicle I have purchased out of the 17 new vehicles purchased in my adult lifetime). Not a great experience with Suburban Toyota in Troy MI.

  Norman Parker
5 months ago
I went for a oil change and filter replacement and checkup on my 2014 Toyota Camry and as usual the service department did a great job of taking care of my car. The customer service at Suburban Troy is excellent.Service: General repairs & maintenanceService: General repairs & maintenance

  Robert Meyers
5 months ago
Left out items on invoice supposed to be done: didn t top off fluids on one car. Also didn t check or set proper tire pressure. I m not sure if anything else was missed but I definitely am not satisfied.

  Amanda Sczekan
5 months ago
Rating of 3 as a neutral. Service staff are kind. I was in and out for tire rotation. Awaiting to receive call for status on parts and schedule repair to resolve confirmed gas fumes leaking into the car cabin. Could benefit on improvements with prompt and responsiveness.Service: TiresService: Tires

  Sapna Patel
6 months ago
JEFF SPRING IS TERRIBLE AT CUSTOMERS SERVICE. HE HAS ZERO CUSTOMER SERVICE SKILLS. STILL HE IS A ASSISTANT SERVICE MANAGER. SERIOUSLY?? IF YOU WANNA BETTER CUSTOMER SERVICE THEN AVOID HIM. Did not give me a call when the car was ready. Did not give me an update on the car about what they did even when I went to pick up my car he sent me straight to cashier. He was so rude when I called to ask about my car being done and if I could pick it up cuz it had been 3 days. This guys when I called he said my car was ready so I got upset how come he didn t call me then. He just started yelling at me & started saying I said this I said that and just hung up the phone on me. I have been going to Toyota Troy from last 20 yrs. Never had bad experience with other service department people.

  G G
6 months ago
We just bought a car this summer and had a first service visit. Jeff was kind, a good listener, and supportive of customer needs. We are very happy with our experience and may it remain consistent for us in future visits.Services: Air & cabin filter replacement, Auto engine diagnosticServices: Air & cabin filter replacement, Auto engine diagnostic

  Theresa
6 months ago
We made an appointment and brought the car in to get a new key fob to replace on that was lost. (At nearly $700, it's unfortunately a very expensive remedy for the unfortunate loss of a fob.) The service staff were friendly and professional. We were told it would take 45 minutes to an hour. It took 90 minutes.

  NOVAVITA HORNE
5 months ago
Thanks to Suburban Toyota of Troy Service Center, I learned a valuable lesson. They taught me to periodically check oil level of my vehicle. According to the little stickie in my window from previous oil change, I had almost 900 miles to go before going in for a new once. That wasn't the case going in to work one day. My car indicated issues to the point I was afraid it was going to cut off on me. Luckily, I made it to the dealership service center. I was totally out of oil. I've never experienced this issue before, due to I am very good about having oil changes regularly. I do have an older 2012 model Toyota, never thought something lke this happen.They completed the inspection, provided the oil change and I could tell they even washed my car. I wasn't expecting that. That was a very nice touch! The service advisor was very nice and informative.Services: General repairs & maintenance, Oil change

  Timothy Spring
7 months ago
I have been taking my Toyota Corolla to Suburban Toyota of Troy Service Center for a couple of years now. Every experience I have had with them has been excellent. They are fast, efficient, and friendly. I've never felt like they were trying to sell me anything I didn't want or need. Normal tire rotation, oil change, and inspection is reasonably priced. They accommodate my requests like replacing key fob batteries, new wiper blades, and installing a tire pressure gauge for me that I had on hand.Services: General repairs & maintenance, Vehicle Inspection, Wiper blade installation

  Michael Vetter
7 months ago
Worst service experience I ever had. Made an appointment for an oil change for 2:30. 4:15 I inquired why the vehicle service was not ready yet even that we saw the vehicle was parked outside. Was told they a missing the paperwork. 4:30 I inquired again and insisted that they get the paperwork. Turned out that the service person had the paperwork sitting at his desk for quite some time. The paperwork then showed that the service was completed at 3:33. There is no excuse for letting people wait for an extra hour. And the wait would have been even longer if I did not insist on them getting the paperwork.

  Will Abukamil
8 months ago
I bought the 3-pack oil change, and I knew I had 1 oil change left. When I called to schedule the last oil change appointment, the "service" rep insisted that I had none left and I used all of mine and he was RUDE. I was sure I had 1 left but had no way to prove it. I still scheduled the appointment. When I went, the "service" reps were answering the phones and doing everything but helping people who were waiting. NO chairs to sit. finally, got waited on by a rep who voluntarily told me I had one more free oil change left.That specific rep was professional but everyone else just didn't care. you could be waiting for an hour, and no one will help!!!!Not a place I would go back to.Service: General repairs & maintenance

  Rich Peluso
6 months ago
We have had our 2004 LEXUS serviced by Suburban for several years now. They are less expensive for Lexus service and do a great job ! Most recent experience involved the replacement of a clock spring which runs the cruise control on the vehicle, They were able to quickly diagnose the problem, order the part and return the Lexus RX 330 the following morning without issues. All good

  Pat Baker
6 months ago
Not everyone has cell phone and ability to text. When landline is used, valet should be willing to call. That is not an excuse. Thank goodness my valet drivers today did call today. but I was told they only use cell phones.Service: General repairs & maintenanceService: General repairs & maintenance

  Mark Draus
9 months ago
Suburban Toyota always does a great job, when my car is in for service. Robert Stunda always provides great customer service. I came in on 7/14 for a tire rotation which took about one hour. When I arrived at home, noticed that one hubcap was missing, and one was not put on properly. Called Rob Friday afternoon and left message, he called me back within 45 minutes and told me that he would talk to a supervisor and order a new hubcap for my car . problem was corrected with 2days. I appreciate Rob s professionalism, and resolving the concern in a timely manner. Mark DService: Tire rotations

  Ed Gergosian
8 months ago
Maintenance was fine but follow up sucked. I told the person who interviewed me about my car that (1) my heat shield had ripped off and needed to be replaced. He told me he would have the mechanics look at it and then schedule a repair. Never heard another word about it and the multi color check list marked the under carriage as green. The person also asked me if I liked my RAV prime and I said I was already looking for another one. He said he would have the right person come see me. Never happened. So now I have to follow up on both issues when I was already there.Service: General repairs & maintenance

  Alexander Simpson
4 months ago
Outstanding, quality service every time. Definitely the best dealership and service department I have dealt with.

  Kadesa McGowen
5 months ago
I always have a positive experience with their service department. The service technicians, especially Damon, are thorough and efficient. The mechanics are also very good!Services: Wheel alignment, Auto tire replacement, Oil changeServices: Wheel alignment, Auto tire replacement, Oil change

  Duane Matlen
3 months ago
Been using Suburban for 23 years and 5 cars. (I keep them about 10 years. The optional coating does keep the paint in good shape.) They've taken good care of me.

  FRANK LEE
8 months ago
This is the second time I brought the vehicle back to the dealership for odor and bad smell inside the van. Last visit, they promised that once the cabin filter replaced, it will be fine. This visit, I asked the service technician what caused the issues, they could not answer me. They just said that they will do the interior piping /venting clean, hope the smell will be gone. The plastic like, awful smell is a health issue. If they could not solve the problem, they should go to the lab and find it out, not just guessing and at the same time keep charging our consumers' money to make a temp, fixing. Not satisfied with their work and ....