Paul Miller Toyota - Service — Attraction in Parsippany-Troy Hills

Wanted to share my experience with the Toyota Service Center at 189 US-46, Parsippany NJ. I went to them last February 17, 2025 to get my 2nd maintenance for my 2025 Camry. The guy Sergio took care of the paper works of my vehicle that day. When the maintenance was done Sergio asked me if I wanted to wait for the carwash because I’m 4th in line but I declined because I’ve been waiting there for 2 hours and needed to go home.

Then 3 weeks passed by, I decided to go to our local carwash to wash my car. I was cleaning my car afterwards and that’s when I noticed the two clips of my front wheel liner at the passenger side were loose. At first I thought it was just loose by driving in the snow but realized that it was impossible for snow to loosen those 2 clips. I investigated more and used my phone to take pictures of the underside of the front bumper on the passenger side. That’s when I saw the huge damage underneath. A portion of it was missing and there were huge cracks underneath. I never had an accident since I bought the car last year September 2024. Before that 2nd maintenance, I always go to the carwash to remove the salt every time it snows so I know the car didn’t have any damage before the 2nd maintenance was done.

It was a Friday morning that I found out about the damage. I called the Toyota service center in 189 US-46, Parsippany, NJ that Friday morning around 9 am and spoke with the manager, Jason Harper. I asked him if he could do a CCTV review dated Feb 17, 2025 around 11:30 to 1:40PM. Mr Harper said yes he’ll review the CCTV. He also said they usually take pictures of the car from the time they receive it. He also mentioned there are CCTV cameras in every angle where they do the job. I waited the whole Friday, he didn’t call back. I called Saturday morning, the lady who answered said Mr Harper was busy with a client. I left a message following up the incident, but he didn’t call back. I decided to go there in person Monday morning. At the service center, I asked the guy at the reception that I wanted to speak with the manager Jason Harper; he pointed to the 3rd guy inside the service center. I went to him and waited in line, as there was a queue. While I was in queue, I received a text message from Mr Harper saying that he’s not in the office today and he wanted to let me know that he wasn’t able to determine by camera angles if the vehicle had any damage and so on. He didn’t realize I was already in front of him. When my turn came up, I told him about receiving his text message saying he’s not in the service center and asked why he said that. He then told me that the text was supposed to be sent Saturday that I called and left him a message. He proceeded to show me the CCTV footage in his phone but ended up just scrolling and showing other videos without any footage of my car. He said that there were no photos taken of my car when they received it and after they did the job. He also said that he only checked the CCTV footage from his phone and that he will review it again. I left the service center and that afternoon, Mr Harper just texted me saying that he watched all the footage from when the vehicle drove in and until I received my vehicle that he was “very confident no damage happened during that time frame.” He thanked me for my patience and hoped I have a great day. He sent me 2 photos of my car before they did the job and said those were the only photos available. He still did not show me the video when they serviced it at their center.

Just wanted to share my experience at this Toyota Service Center in Parsippany NJ with Mr Jason Harper as the manager. Check your vehicle before leaving the facility to avoid this kind of a situation because if anything happens to your car, they will not show you any proof that it didn’t happen in their facility. They could just say it didn’t happen, who knows if they’re telling the truth. I will never comeback in this place or even recommend...

If I could give zero stars, I would. This is the last time I will ever set foot in this service department. Let me begin by saying that I was a loyal customer — not anymore. This location apparently moved over four months ago, and I was never notified. Not by email, not by snail mail, not even a courtesy call. Even worse? My email somehow just vanished from their system — how convenient. When I arrived, frustrated and confused, I asked to speak with a manager about this and a few previous issues. There was a clearly marked “Service Manager” sign between two offices. Both offices were occupied. Both men looked directly at me. They could see I was visibly upset, but neither had the professionalism or basic decency to step out and address the situation. Instead, they stayed seated. What makes this even more upsetting is that I go out of my way to be kind to those working in the service industry — I know the challenges firsthand. I spent nearly 20 years as a customer service manager, and I would never have treated a customer the way I was treated during this visit, or in my last couple of outreaches that fell on deaf ears. It goes against everything good service is supposed to stand for. When I was finally checking out, the employee told me he could not find them but “left a note.” I was lied to directly to my face, because I saw those very same men sitting there the entire time. One of them even walked back into his office while I stood at the counter. The dishonesty is beyond unacceptable. As for the service itself? A simple tire rotation and car wash took nearly three hours. The shop was practically empty — so what exactly was the delay? I have previously had more extensive service (including an oil change, tire rotation, and inspection) completed here in half the time. The complete disregard for my time was staggering. To top it all off, the employees working the intake desks lacked even a shred of customer service skill. There was no warmth, no eye contact, no urgency (this was hugely apparent), and certainly no accountability. And yes — I am a woman. I could not help but notice a little difference in how some male customers were treated. This place is a disaster. Save your time. Save your sanity. And most of all, do not risk your safety with people who clearly do not care about their customers. Go literally...

I came for oil change on Friday April 28. The service agent who attended to me said it was $79.99. I told him I was just there three months ago and I paid $59.99. I asked him if the price went up $20 in just three months? He said oil price has gone up but would meet me in the middle and charge me $69.99. I said ok. Was there for a little over 2 hours for the oil change. When I got home, I realized that the driver side window was cracked. Drove back to Paul Miller Toyota. When I got there, they had closed for the day. I met someone at the sales department who took a picture of the cracked window and my information and said the service manager will contact me on Monday morning. Did not hear from the manager, so I drove to Paul Miller Toyota. The service agent who attended to me said that he reviewed the videos of the car when I came in and when I left and did not see any crack. He did not show me the videos. He advised that I file a claim with my insurance company and call them with the claim number and he will see what they can do. I informed him that my deductible is $500 and when I replaced the windshield of my son’s car, it caused me $300. He said that they just had a client with a similar problem and Paul Miller Toyota replaced the window for $2,200. I said to him that I will call Safelight and he said that would be better and that it wouldn’t cost me more than $150. Question: Does Paul Miller Toyota charge $2,200 to replace a car window that would cost Safelight $150 to replace the same window? Why did the Paul Miller agent want me to file an insurance claim and provide them with the claim number for something that could be repaired at less than the amount of my deductible? You...