Palmer's Toyota Superstore — Local services in Mobile

Disappointed with My Experience – Lack of Accountability

I purchased a 2019 Infiniti QX60 from Palmer’s Toyota on December 28, 2024, with the assurance from my sales representatives, Sam and Diane, that the vehicle had been fully serviced and detailed. However, just two days after purchasing, I had to return the car for a proper cleaning after finding a random drinking cup inside. Unfortunately, that was just the beginning of my issues.

On February 25, 2025, I took my vehicle to Discount Tire in Hoover, AL, due to air loss in one of my tires. The technician informed me that most of my tires were significantly worn, which should not have been the case had the dealership properly inspected them before the sale. A few days later, Mavis Tire confirmed the same findings, adding that my brake pads and rotors were worn down up to 95% and that my wheel lock was missing—something I never received at purchase.

I contacted Sam immediately, sent all requested documentation to Diane, and was assured they would look into it. However, I never received a follow-up. When I called back on March 3, Sam dismissed my concerns, claiming the independent mechanics were lying and trying to sell me unnecessary services. I then took my car to an Infiniti dealership, which reaffirmed the same safety issues with my tires, brakes, and missing wheel lock. Despite multiple attempts to reach Mr. Palmer and dealership staff, I have yet to receive a response or resolution.

This experience has been incredibly frustrating. Selling a vehicle with such significant safety concerns is unacceptable, and the lack of customer service and accountability from Palmer’s Toyota is disappointing. I am still seeking reimbursement for the necessary repairs and a resolution for the missing wheel lock. I expected much better from a dealership of this caliber. If anyone at Palmer’s Toyota values customer satisfaction, I urge you to contact me...

My family and I have owned Toyotas for decades, some have been purchased at Palmers, some at other dealers. The quality and reliability is legendary, we will continue to purchase Toyotas in the future as needed.

Unfortunately in the Service Center at Palmers the customer needs to exercise caution and ask the right questions to make an informed decision on whether “recommended” maintenance tasks are really necessary. Like clockwork, when my spouse takes her vehicle in for a routine oil change she is hit with an onslaught of recommended repairs, whether they are necessary or not. It doesn’t happen all the time, but certainly more than it should. All you need to do is read through the other lower rated reviews here.

The most recent recommendation for my wife being a “brake job” on a complete brake job that was completed by Palmers within 30k miles. Thankfully my wife questioned the service rep, who ultimately laid blame on the technician on the floor for recommending a brake job when at least half the remaining life on the last job by Palmers was still available, as noted by Palmers after being questioned.

These are smart, well trained people who know what they are doing and are intentional in their actions. Exercise caution as a consumer in the service center, you may feel a part of the “family” but the “superstore” will drive revenue and profits like all businesses, don’t let it come at an unreasonable, and unnecessary expense to you!

Good luck on your next service appointment if Palmers is your choice, it may not be ours anymore, we are done...

I recently had the pleasure of purchasing not one, but two cars from Palmer’s Toyota. From the moment I stepped foot onto the dealership, I was greeted with warmth and professionalism. Sam, Carl, and Mike were all extremely knowledgeable and took the time to understand my needs, preferences, and budget. They patiently answered all my questions and provided valuable insights to help me make an informed decision. They went above and beyond to ensure that both cars I purchased were in excellent condition, as well as giving me top value for my trade. They took care of all the necessary paperwork efficiently, making the entire process seamless and stress-free.

What truly impressed me was their dedication to customer satisfaction. They were committed to finding the best possible deals for me, ensuring that I got the best value for my money. Their personalized approach and attention to detail gave me the confidence that I was making the right choice. This level of commitment and care is truly commendable.

I cannot recommend these gentlemen highly enough. Their professionalism, knowledge, and genuine desire to help exceeded all my expectations. If you are in the market for a car and want an exceptional buying experience, look no further than Palmer’s Toyota Superstore and their fantastic sales team.

Thank you once again to Sam, Carl, and Mike for making my car buying journey a truly memorable one. I am extremely satisfied with my purchases and will definitely be returning...