Toyota of Gladstone — Attraction in Gladstone

UPDATE: Instead of addressing the problem or attempting to find a solution, Toyota of Gladstone refunded my order without discussing the issue with me. I, and many others, have had a terrible experience at Toyota of Gladstone. The employees are disrespectful, poorly trained, and lacked basic customer service skills. I do not intend to return.

I called Toyota of Gladstone on 3/28/24 around 1 pm to get an estimate for installing a dashcam for my Tundra (which Toyota requires the dealership to install). The person I spoke with in the service department mentioned that one of their staff had installed this specific camera before and estimated the cost to be around $250-$300 for a couple of hours of work.

Recently, my wife ordered me the dashcam for my birthday. She also ordered a park assist, which enables the camera to work when the car is off. Initially, I only got a quote for the camera install and didn't know about the park assist requirement. Today, I received an email notifying me that my shipment had arrived at the dealership, and I called to schedule an appointment to have it installed. The woman I spoke with in the service department couldn't provide me with the estimated cost or duration of the installation. Instead, she directed me to speak with a service advisor. Despite sitting in the same room as the advisors, she couldn't give me the information I needed without transferring me. Then she put me on hold, and the call ended abruptly. Over the next ten minutes, I tried calling the Toyota service department back three more times, and each time, I was hung up on again when transferred to an "advisor." The only time I was treated with respect was when I briefly dealt with a gentlemen from the service department. After the fourth time I was disconnected, he called me back and said he would try to connect me with someone named Jackie.

The so-called "advisor" who answered the phone (didn't give her name) informed me that it would take 3-4 hours to install the "Toyota Dashcam", not including the park assist, although, she couldn't tell me for sure. When I mentioned that I had been quoted less than $300 for the dashcam installed for 2 hours or so of work a few months ago (I couldn't remember the exact amount), she laughed and said it would cost at least $350, which is what she said it "actually" costs for two hours of labor - according to her anyway. When I pointed out that it wasn't a Toyota-branded dashcam I was having installed, she then asked what brand it was and then suggested it would "probably" cost more because it wasn't a Toyota branded dashcam. It became clear to me that the representative had no idea what I was getting installed and didn't have any knowledge of the products being discussed even after having it explained several times. When I asked if she had my order pulled up or if she wanted me to give her the order number to see exactly what I was referring to, she said that it wasn't her job to look up orders and I could speak with the parts department "if I didn't know what I ordered." At this point, after spending over 20 minutes on the phone simply trying to get an updated estimate and schedule an appointment, I finally reached my breaking point and asked for her full name so I could tell the manager at Toyota who was responsible for me canceling my order... only to have the representative immediately hang up on me again.

The fact that the employees at Toyota of Gladstone feel so shameless about talking to customers the way they do, hanging up on them repeatedly, and not worrying about the consequences, tells you a lot about upper management. Go ahead and read the other reviews about their service department, and you'll see I'm far from alone in feeling like this.

I've never experienced such abuse and negligence before, especially when spending a significant amount of money at an establishment and asking for so little. I refuse to give this business any more of my hard-earned money, and I hope you take my advice or...

Quite unhappy with this dealership.  We made a deal on a Ford a few weeks ago. Part of the sales agreement was they would try and buff out some light scratches on both the driver and passenger bedsides. This was in lieu of a wash and vacuum, we just requested they try to buff out the scratches. Luke said it didn't need to be "in the contract" because his word was good, and they'll remember the vehicle as they don't get alot of those trucks in. They requested I make an appointment for it at a later date, as it was later in the evening when we finalized the deal and they only had one guy in the detail shop, and multiple vehicles ahead of me. So we agreed, and placed an appointment for a couple weekends out. Prior to coming in, I was told the detail guy starts at 8, and once I arrived I'd get right in to him. I got there a bit before 9, and Luke arrived shortly after. He took the truck back just a few minutes later, and said they'd only need 20 or so minutes. I waited outside and sure enough, Luke brought the truck up about 20 minutes later. Some of the scratches on the passenger side looked good, but most were still present (and everything was still there on the driver side). When I asked about it, Luke said "the guy" who was supposed to do it didn't work until 12, and the other guy didn't want to do it. So he asked if I was okay with what he did, or what I wanted to do. I said I'd like someone to spend more time on it, and if there's another guy that'll do that, then I'd come back at noon. I wasn't happy as I had to cancel an appointment I had for the late morning to stay in the area. I came back at 12, and asked Luke to let me know when he confirmed "the guy" was here and he could take it. At 12:41 Luke called me and asked where I was. I told him that I'd been sitting in their lot since just after 12. He came over and took my keys and said there was a couple of cars ahead of me now, but it wouldn't be too long and to hang out for a bit. I told him I thought I'd be in quickly, and he said yeah, you're in the queue. I got a text alert from the service department that my service request appointment was opened. I waited inside until about 2:25, and then I walked down to the service shop area. I saw my truck, still sitting outside and a few bays open but no vehicles in them. I now had to cancel my second appointment for the day, when I thought I'd already be done. I texted Luke and asked how I go about getting my vehicle out of service, as I needed to leave. Then I walked over and spoke to the receptionist for the service department. Luke called me, and then came over and spoke with me. I asked him why I wasn't put right in as he said I'd be, since I was scheduled for the morning. He said he didn't know who was working down in the shop, and he wasn't sure when I'd get in. The service receptionist gal was very pleasant, understanding and polite. She seemed to understand my frustration with the course of events for the day. I told Luke I was frustrated and felt as if they said whatever they had to say to make the sale of the truck, and they didn't care about the customer afterwards. I spent over half my day being jerked around and lied to. I feel this dealership, or it's representatives, were somewhat dishonest in this deal, and didn't hold up their end of the agreement. Shame on me for not making them write the detail work in the contract, but Luke promised me it'd be taken care of, and while I was there, he promised me I'd get right in as he didn't verify "the guys" schedule (Luke made an appointment for me at 9, but the guy didn't come in until 12). We wanted to talk with them about a 4 runner, but after this experience, we'll go anywhere but here. I would like to extend my appreciation for the service department receptionist, I didn't get her name, but she was very customer friendly and I wished I had only dealt with her. She tried to convince me to let her see what she could do, but I was already...

So far as I can tell, there are only two vehicles configured pretty much the same competing for this cross-over type for 2019. The Honda HR-V and the Toyota C-HR. Both are really 4-doors masquerading as a 2 door, the rear door hatch levers both cleverly "cloaked" up on the right upper part of the doors. I really like that on both vehicles. Other so-called cross-overs have four conventional door handles, but that is where the similarities end.

To start, the 2019 Honda HR-V is non-existent to date. Their production plant in Mexico was shut-down by a flood in July 2018 and only started production about 2 weeks ago and are 6 months behind. I tried to buy a 2019 Honda HR-V at two different Honda dealerships in Portland and would have but was finally told I had to wait until March of 2019 or later. That was a no go for me (and I would have bought the car no question had it been available.)

Enter my discovery of the Toyota C-HR and at that there was only one 2019 Toyota C-HR XLE in Blizzard Pearl (the only color I would settle for) in the entirety of the tri-county area, at least posted online. That car was at Toyota of Gladstone only, out of seven or eight other Toyota dealerships in the area.

I chatted with Matt at T of G online sight unseen and he reserved the vehicle for me in 5 minutes flat. I came in a few hours later and it was a done deal shortly after.

The sales folk at T of G are personable and efficient, the dealership building itself is upscale and was very busy even on a late Thursday night. This is important to me because I was downsizing from a 2016 BMW 328i from Portland BMW, an upscale dealership to beat the band.

My single niggle in the process is where it always is at any dealership for any car at any price for the last 20+ years, the finance officer charged with closing the sale out and trying to up-sell warranties of various kinds. I've yet to have that process be anything but eye-rolling ridiculous, demeaning and in some senses disrespectful of a customer.

Those folks are obviously trained to sell as much stuff as they can and try not to take no for an answer. Having said that, the process is a industry-wide eye-sore for eons of time that will never go away. No points off for T of G because it is like going to a dentist you like. There's always something unpleasant to get through that cannot be avoided. It's just business as they say.

Now, the car itself as shown in the pics which really you cannot see the beauty of the blizzard Pearl option, so keep that in mind. It is not white by the way and is better than any BMW paint I ever owned. I carefully noted that a lot of higher end Toyotas sport that beautiful paint job and its easy to see why, it's stunning.

The 2019 electronic driving assistance package on the C-HR is better than the 2019 Honda HR-V by a long, long distance. The C-HR's blind spot itself sets it far above what Honda calls blind spot detection which is a joke. In that manner, I lucked out that Honda was hobbled by a flood and I did not get the Honda.

I've only owned my Toyota a few days and already love it. It drives solid. Corners crazy good. I am used to AWD, so that front drive only is a little different, no problem for me. The AppleCar play is a joy to have. The car's speakers are excellent. The keyless entry a dream. The driving assisted electronics perfect for Portland's annoying parking lot freeways.

Aside the fact that I have yet to experience the dealership service department, I would highly recommend Toyota of Gladstone sales. They are a fun, personable group and will not disappoint. Even the financial guy at T of G was fun and personable despite what he is tasked to do. 5 stars for everyone, including for Joe who took the...