Palestine Toyota — Local services in Palestine

Service department related. I wish they had told me they wouldn't do business with me. I only came here because my warranty would have required it.

(UPDATE 2: Beware their terminology. I requested a payment plan and was put on a loan without ever being explained that it was a loan. I asked if it would effect my credit score and I was told no. It dropped my credit score by 10 points. Don't do business with these people. I've been cheated every step of the way.)

(UPDATE: I was contacted on Thursday, May 25th by the Service Manager. We had a polite conversation in which we discussed the contents of this review and the other issues I had during my interactions with the Toyota service department. The manager Dave Ashton agreed with me that I was not given the correct communication and experience. I was told that this kind of experience isn't the one he likes to hear about. He then attempted to quote me on parts for the AC Condensor and Shroud, with the total coming out to just below $1,200, with discounts bringing it down to just over $800. This is in addition to the $612 I'm already paying them to have looked at the car. At this point, I will take my chances with the car and just roll my windows down.)

I put my car in at 9AM on a friday.

I stated there was a screeching in the back left wheel. Possible brake pad or wheel bearing issue. I also stated I had an Cool AC line issue. Possible blown hose.

At 3PM Friday, they called me to ask permission to remove the bumper so they could have access to the AC condenser. I say yes. I ask if they've looked at the back wheel. They say no, BUT the technician is quoting me for new pads and rotors in both front wheels.

On Saturday, I call the front desk for an update on my service and get told they'll leave a message for the service department who will get ahold of me as there is one manager in that day (the same manager handling my service.) They do not call me Saturday.

Closed Sunday.

On Monday, I call again to inquire as to the status of my vehicle and when I may reasonably be able to pick up my car. Once again I am told that they'll leave a message. Later I am called by the service manage. I am told that the technician is "looking into your condenser right now". I ask if they've look at my left rear wheel and they tell me that "...the technician didn't hear any noise so we haven't looked into it...". I continue the conversation, eventually coming to an agreement that I'll just be coming and getting my car that day as I will be required to drive the next day. I declined additional repairs and parts quotes.

All in all, I'm $612 out on labor alone having a company tell me "well I didn't hear anything" and only messing with my AC despite the chance that my car may be unsafe on the road.

I will never be returning to this place and the only way I would be satisfied is if all my fees...

Rick Berrones should be running the service department or next in line to run it if the current service manager leaves. He’s obviously doing a great job as well. This was BY FAR the absolute best experience I’ve EVER had at a dealership. It’s not even about what he was able to get covered under my warranties, it was about his willingness to search my policies and find what he could get covered. It’s usually the other way around! I do the leg work and have to fight for what’s right. Rick is top shelf. His customer service is next to none, he’s actually happy at work ( as a person who also deals in customer service) this is an admirable feat! I’m just so appreciative of people that are willing to make your experience the best possible! I actually went into this praying and asking Jesus for this transaction to be fair, even if that meant I had to pay for the work to be completed! I just wanted fair and I received beyond fair. I normally wouldn’t but I allowed the dealership to do additional work out of my pocket while it was there ONLY because Rick worked so hard to take care of me! I will only go through Rick from this day forward as this is how customer service is meant to be. Mr. Eldridge, I hope you read these because you have a diamond in the rough in that service department that makes people want to spend money there! Thanks Rick.

On a second much shorter note: Jason at the rental section of Toyota was also a delight to work with and worked with me on pricing and was Johnny on the spot on delivery. Such a great team here! I wish this facility held training sessions for all the other facilities around the greater...

I purchased my 2021 RAV4 January of 2021. I previously had a used 2006 Corolla that was a dependable and great car for a decade, so Toyota had a good track record with me. But the warranty from Toyota and the Lifetime Power train warranty offered by Palestine Toyota sold me on purchasing there. The process of driving away in my new car was great. A phone call letting them know what I wanted, exchanging basic information, and drove off within 2 hours of my Dodge Charger breaking down and THAT dealer giving me the run around. Since then, I have had 2 years of wonderful maintenance service and even check ups for little sounds that were annoyance to me, and they were covered under warranty or courtesy from the service department. Even with hard to diagnose issues, like a new wind noise... Seems insignificant to some people... But I purchased my RAV with 6 miles on it, and they understood my annoyance. They made the effort to diagnose and repair my vehicle and other than weather delaying parts, it was a very smooth process. For me at least... I am sure they had quite a headache, but they didn't pass it on to me. 🙂 ..... My car is back to perfect, and was returned exactly as clean as I had dropped it off. It was nice to not have smears and foot prints from technicians being in and out of it. So, I highly recommend Palestine Toyota to anyone shopping new or used cars or trucks. Plus their waiting room for the service department is comfortable and has great coffee and tea selection. I look forward to my oil changes, when I can sit and relax in the quiet and clean space...