Ira Toyota of Orleans — Local services in Orleans

First i will begin with the good news. Jonathan was a great and professional service representative. He bent over backwards to make up for the mistakes made by the service department “mechanics” and Douglas a rude and unprofessional co worker in customer service.

Situation was that i showed up for my scheduled oil change. I was told it would be 90mins at the most. 2.25 hrs later i went to him and asked what was taking so long. He explained it would be about 20 mins longer. He said also that i had a small leak in oil pan. I said it was mo leaking when i arrived. It would have to wait until a later appointment. I went out to my car, it was pouring oil. I went back in and Jonathan ran to tha car and got it back in. I sat down to wait. A while later he explained that the oil filter was installed incorrectly and they were waiting for another one from supply store. Later it was corrected. I drove a short distance on errand. I noticed it was dripping oil. Back to the shop to be corrected. While i was waiting for Jonathan to give me news about my car. I was addressed by Doulas. I explained that the car was no leaking when i arrived. He told be that it was leaking and they had documented it at 11:45 which was over an hour after the car was being worked on. I explained that it was not when i arrived . To cut this story short. This man spoke down to me telling me that i was wrong and after 5.25 hours of dealing with a “routine” oil change he told me that i could take public transportation if I didn’t want to wait. Of course a week later when i was shown that the oil was leaking from their mistake , Doulas was. O where to be found. I will contemplate if i will ever have a car serviced at IRA again. But i know one thing it will not be by Douglas. He should not be in customer service. Ps i was warned by a dear trusted friend not to go there for service apparently Douglas has told her that her truck that she bought from them was rusted and she bought the wrong truck. He is a rude man my suspicion after sitting there for hours is that he is no t any nicer to...

Had a good experience with a simple tire patch on a non-Toyota car – scheduled an appointment and had the car back in 1.5 hours and for the cost a little lower than a local tire shop that had a lot longer waits. Saw the tech check pressure in all the tires, though they didn't reset the pressure warning (probably didn't know how on that car).

It is near-impossible to reach the service advisors e.g. to ask how much the service would cost. The operators give a quote that makes no sense (they said a tire patch starts at $99), they can't reach the service advisors, send them a message to call me back, and I never get a call back – tried two times in two days. The only way I got through is by lying to the phone system that the car is already at the dealership – which apparently routes directly to the service desk instead of the operator.

The service advisors are not very friendly or organized. One of them was booking a flight for themselves over the phone at full volume right at their desk. The lady who checked me in was like a below-average supermarket cashier. She was talking in a tone like I am an annoyance in her life. She made me go out to the car to retrieve the registration, and after that asked for the mileage (which I didn't know offhand) when she could have asked before I went out for the registration. I made up the mileage, and it didn't matter of course. Good dealerships and shops do all of that themselves when they get into the car, or at least walk out with you to take down the information and go over what needs to be done. It took her probably 5 attempts to write down my phone number and another 5 to understand that my home address is in a town 100 miles away, and my local address on Cape Cod is in the next town over – seemed like she had no idea what those towns are, or (which seemed more likely) just couldn't focus.

On the other hand, observed another service advisor behaving a lot more professionally with a customer who had an electronics issue with...

For the third time in a row, Orleans Toyota has let me down. The organization of their service department is appalling. The simplest way to explain this is they make appointments, and then cannot keep them. The whole point of making an appointment is so that both parties can stay on a schedule. These are very simple tasks. I’m not talking major mechanical failure here, just oil changes. My wife just recently went in for a 9:30 AM scheduled oil change. This is a pretty routine service, not much left to the imagination, no unexpected problems should arise from an oil change. Because of our poor past experiences she specifically called them the day before to confirm that they could change the oil in her car at 9:30 AM, as scheduled. The customer service representative on the other line stated, “Well, we will do our best.“ to which she replied, “What is the point of making appointments if you are not going to keep them?“ The customer service representative responds with, “We don’t operate that way.“ Reluctantly she brought her car in the next day at 9:30 AM as scheduled. Oh, did I mention she is six months pregnant?! After waiting over an hour, they still had not brought her car into the garage for the scheduled oil change. She was now going to be late, or miss her next scheduled appointment which was at her doctors office. (Surprisingly, the doctor’s office can keep better appointments then a car dealership service department.) It was clear that the rest of the customers waiting in the service department were feeling the same frustration because after my six month pregnant wife “lost it“ at the customer service desk, the rest of the waiting customers applauded her performance. Never again will we bring either of our Toyota vehicles back to Orleans Toyota. They have been consistently useless with getting things done in the service department. It’s a good thing they are the only Toyota dealership on the lower cape, or they would most definitely be out...