Freeman Toyota Service & Parts in Santa Rosa
2875 Corby Ave, Santa Rosa, CA 95407, United States
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This place used to be great. I bought 3 vehicles from them and always did my service through them. Things have changed unfortunately. Trying to sell me things that I know I did not need. They told me that they would probably not be able to do my brakes due to the after market wheels, but they will let me know if there is a problem. All I needed is a brake inspection and quote. I waited all day and never heard from them. I called to check the status at around 3:00 and they said they were waiting for a qualified tech to be able to do the inspection. I told them to forget about it and grabbed my 4 Runner and left. Took it to the other Toyota dealer near by and they had a diagnosis within an hour and I received no run around.
TL/DR; Poor customer service, terrible communications, overpriced, sketchy practices. Brought my car in for a coolant leak in the catalytic converter heat-exchanger. My mechanic diagnosed and advised me that it was probably under warranty and to take it to a dealership (he did not charge me). It took me about 8-10 calls and 3-4 VMs over the next couple weeks to get someone at Freeman's service department. I finally got someone and scheduled my car for Mon (Dec 16) @ 7:40AM. On check-in, the service rep indicated that they would need to charge me A COUPLE HUNDRED DOLLARS for diagnostics unless it was under warranty. Annoying, but this doesn't quite rise to the level of "sketchy". Just PREPOSTEROUSLY EXPENSIVE. He also mentioned a wiring harness recall and asked if I wanted that done, too. I said yes and went home expecting a call later that day. I wait until ~4PM and finally called. Turns out my car would not be ready that day. NO ONE BOTHERED TO CALL AND INFORM ME, NOR DID THEY HAVE ANY PLANS TO. I was told it was a defective part and under warranty, but the part was on backorder, and it would 1 week AT THE LATEST (Dec 23). I requested a loaner. The service rep needed to check. I receive a callback from the rep telling me it was a recall and didn't qualify for a loaner. I explained the reason it was there was a mfg defect, not a recall (the recall work was their recommendation and already done). He needed to check again. When he got back to me, he made the same argument and was unable to explain why. I asked him to have his manager call me for a better explanation. I waited. FYI, Toyota's Transportation Assistance Policy is a benefit of owning a Toyota product. It adds value. It is an expectation that the dealership follow the policies of the program. This is not just me feeling entitled. No callback from the service manager that day or the following. ~3PM the next day I called and the rep gave me the same story. Even if the part was part of *a* recall, it was not one I was informed about, and a "super-secret" list of repairs they could point to and say "recall, no loaner" was ABSOLULTELY SKETCHY. I asked him to have his manager call me to discuss this. I never received that callback. The next afternoon, I contacted Toyota to get clarification on the policy. They opened a case and said they would look into it. Lo-and-behold, about an hour later, someone from Freeman called. They determined I DO qualify for a loaner (2.5 days after drop-off). This was NOT my rep OR the manager (or they didn't identify themselves as such). It felt like the dealership was sandbagging to avoid/delay giving out a loaner. SKETCHY. I picked up my loaner. Neither rep nor service manager showed their face. Then I waited. Mon rolls around. Nothing. It's the holidays, things get delayed. I cut them some slack, but call and leave a VM to get an update. No callback. Dec 27th I get a call from Toyota Corporate. They spoke with the dealership and the expectation was the car would be ready in LATE FEB OR EARLY MARCH. Yet that didn't qualify as important enough for Freeman to contact me. The case manager Said they would try to get the part expedited. I waited. Jan 13, I get a call from Freeman... it was the rental department. They do loans/rentals in 30-day chunks. I need to come in and renew. A pain, but at least their rental dept is on the ball (hence two stars). I went in and renewed. Neither the rep nor the manager bothered to show their faces. During this period (Dec 18th - Jan 13th) I received SEVERAL check-ins from my case manager. They're the BEST. Sat, Jan 18th, Freeman calls. My car is ready. No heads-up, so I could plan. Apparently I'm supposed to be at their beck-and-call, as they would start charging me for the loaner if I didn't show up that day. I picked up my car. Neither the rep nor the service manager bothered to show their faces. The service department fails at the most fundamental jobs of basic customer service and communication. The service manager's lack of communication is INEXCUSABLE and COWARDLY.
Came here for a good experience, they promised a part was going to work “All you need” it didn’t work and I’m now down $300 unless they experiment to try to solve it for over $200 an hour, never coming back here!!! They’re full of B.S, they cover each other!
My check engine light started to flicker while I was camping in Gualala on the coast. I had to have my 2001 Tacoma towed from Gualala to Freeman Toyota since the local shop was booked two weeks out. The service team at Freeman confirmed that I was lucky to not damage my truck as there was actual visible spark from my spark plug to the wires… they diagnosed it by 2:30, called and said it should be ready by 10:30-12 the next day. This meant I was stuck overnight in Santa Rosa with my trailer left in storage back in Gualala. John Greenblat was my service rep and he called me at 6:45 the next morning to tell me the tech Adalid stayed late to finish the job. This let me get back on the road, drive back over to Gualala, hook up my trailer and drive back to Sacramento in the same very long day. I will be forever grateful for John and Adalid for getting me up and running so quickly. Besides my truck being functional again, its fuel economy actually improved! A win-win for me! I’m very pleased with this Service center.
I was scheduled for a 7:20am time slot for a service that included oil change, multi point inspection, tire rotation and fluid top up. 3 hours later I go to pay and they charge me $722 which is surprising because the previous service I had here was $390 and the service tech threw in a free alignment. To add insult to injury(to my wallet) I receive an automated text from Freeman Toyota asking to purchase my truck as it is a sought after model and color. Curious I reply “yes id like to hear your offer.” His offer is ridiculously low compared to the actual value of my vehicle.
Jerry was a professional consultant, the only good thing about the services. however the technicians or whoever scuffed my rims, by doing the rotation, y'all need to ask yo self are you fit for the job ! clearly u ain’t. work the task not the time, taking two days, to do a oil change and tire rotation & charging me 1g is wild. anyway bless up. Highly recommend NOT going here.
They helped me even though it was super inconvenient timing for them, showed me a bunch of courtesy and respect, and went above and beyond in terms of service despite it being the end of their shifts. Very thankful to the Toyota team, especially Chase.
I got my Prius serviced @ 60,000 miles today and Toyota paid for Lyft to take me to the Fairgrounds Golf Course so my boyfriend and I could go to the driving range until my car was finished. The shuttle picked us up 1 hour earlier than scheduled and I was driving my own car soon after that. My car was washed for free and interior vacuumed. How cool is that!
Johnny made sure my car was well taken care of!
Amazing staff. (Ask for the military discount beforehand!) They fixed it and my car. Cant wait to come again.
Excellent customer service during my recent service with Freeman Toyota.
Love visiting the parts department here, while you might pay more for genuine Toyota parts than other retailers, youll get a solid experience and knowledgeable staff that know their stuff.
I was quoted $209 for a service on the phone, more than the other quotes I got but decided to go with it for ease of service. When I got there they said that it would be $276, then when I stated that I was quoted less they took off some services and got it down to $251, still much higher than what they said on the phone. I ended up doing it but will probably go elsewhere next time. My service rep was nice and polite though. The last time that I went there to look at a new Prius I got a really rude salesman. Not a great move as I have bought two new Priuses off of the lots in the past eight years. I am in the market but will look elsewhere.
Bought both of our Toyotas from this dealership and never had a problem with them until now. After servicing one of our vehicles they caused damage by not securing a fender liner with the proper fasteners. At speed the fender came in contact with the tire causing damage to both. I brought the vehicle back in and initially thought that they were goin to take care of their mistake as they ordered a replacement fender liner and scheduled a appointment to install it. After the replacement I had to point out again that the tire had been damaged. This is the point where a manager named Steven denied that they had caused any damage even though they had just replaced the damaged fender liner. Steven s attitude and demeanor was completely hostile and unprofessional to say the least. We will not be bringing our vehicles back to Freeman Toyota nor our future business. Avoid the Freeman service department at all cost.
Great service very friendly
Service here is seriously fantastic, Johnny Greenblat is a superb service manager. I used to take my Tacoma to Hansel in Petaluma because it was closer to my home, but now I make the drive to Santa Rosa. Id rather have Johnny help me out with my truck. He is just wonderful. Absolute BEST customer service, hes always in a good mood and he always makes sure my truck gets serviced on time. Do yourself a favor and ask for him directly. Thank you Johnny, and thank you Freeman Toyota!
Bought a car there, they sold me a lemon and pulled the wool over my eyes! Don t go there!!
I want to like them cause its Toyoda but they really lack in the service department. My appointment today was at 11am and since they were backed up they offered me an Uber ride home, which I accepted and thought it was nice touch. It was done at 12:10pm, that was fast, and I clicked on the link requesting a ride back home. Then nothing. I contacted the tech directly through a platform offered by Toyota which is supposedly used for better communication for the guest. Still no response. I call the service and sales department multiple times speaking to 5 different people asking them to please send over an Uber of Lyft so I can pick up my finished car. I am either transferred, forced to leave a message or told a manager will get back to me. Finally after almost 2 hours of no help I call again and say my next phone call will be to the police to report stolen property. Magically I am transferred to someone to immediately sends over a car to pick me up. Bottom line, if you dont care about your time, the service here is fine. At least the service MGR Steven apologized only after he overheard me say something to lady helping me get my keys back. She was being nice and I was explaining why I was in a mood. I dont think I want to support a company that doesnt care about communication and service once they have your money
Great Customer Service!
Very good attention from your advisors and very good work with my vehicle
Good customer service and fast services
Chandra was so helpful and I rented a car from them
Good service.. dealer pricing though ugh
Good deal
Great service! Prompt and excellent quality.
All the folks there were just great. The best customer service around.
People Very nice, Help very exelente
They did okay. However, Toyotas auto prompt for maintenance needed gets you to the dealer soon than necessary with no option to turn off the message without service.
1hr waiting with scheduled appointment I dont even want to talk about the guy in front of me.. perhaps 1.5 hrs... After I addressed my complaint to the supervisor Nicole came to save the day. She was kind and proactive
I purchased the 150k mile maintenance package on Dec 9, which included topping off windshield fluid and draining & refilling the coolant. I decided to buy this package as my Service Advisor, Johnny, encouraged me to and I wanted my vehicle in good condition so I could drive down to see my family for Christmas, which was 5 hours away. It took about 3 hours for the service to complete and I was able to utilize the Lift service they provided free of charge. After the service, I drove my car for 2 weeks until I noticed the temperature gauge needle going a quarter above the half line indicating my vehicle was heating up. On Dec 22, I checked the hood to find my coolant and windshield reservoir completely empty. I called Freeman Toyota Service Department on Dec 23 to see if they could top off the fluids and recheck the vehicle, but the service representative said she could make an appointment for Dec 27. However, I needed to make sure my vehicle was okay before driving on the road long distance. I was extremely stressed out as I had no other means of transportation to visit my family for Christmas. I had to purchase coolant at Autozone and filled up my reservoir and just hoped that I didn t run into any issues on the road. The next day, my family checked the radiator cap to make sure my car was okay; we saw the coolant reservoir was low and there was no fluid in the main line, which we ended up filling. That means the coolant was not refilled after the mechanic drained the coolant. There was no fluid in the windshield fluid tank either, which I had to refill myself. If I hadn t noticed the temperature gauge go up, I probably wouldn t have noticed that the coolant was empty until I was on the road. That is extremely concerning because it could have blown out my head gasket, which is a $2000 repair, and cause more damage to my car. I would not want anyone else to experience the same issues I had. If you get serviced at Freeman Toyota, please double check your fluids and make sure they did the work correctly. They do not return calls very well either. I have been calling for several days and left several voicemails, but it has been difficult to reach a service advisor, the front desk, or manager. I will not be going back to Freeman Toyota to get my car serviced. Update: I spoke with manager Brian on Dec 30 and he helped me schedule an appointment with Johnny to check my vehicle to see if there were any issues and to top off fluids. He told me to ask for Johnny when I arrive as he will be the one to service my vehicle. I arrived to Freeman Toyota Services the next day, Dec 31, and asked for Johnny. I was told by another Service Advisor that he was off for the holiday and wouldnt be in until next week. The Service Advisor who spoke with me took my car to get it checked after I told him about my situation. I waited an hour an a half for the service and was informed there was no issues with my vehicle. My fluids were topped off and I didnt have to pay for anything.
Bobby was cool....although the did charge me $90 to change a fuse
Solid place.
Nice place to sit and wait for the car to be serviced
The best
Brought my truck in for an oil change & spark plugs. Johnny recommended a major service as the spark plugs were included. Comped a rental. Work was done and the engine sounds better than ever. Thanks!
Ken at the parts counter spent the time necessary to find my small trim part on my first generation Tacoma. He even looked at my truck to make certain he was ordering the correct part.
Excellent service
Excellent service with same day appointment. BUT, $150 for a sun visor is pricey.
Joey the service writer did a nice timely jib and explained everything to me
Friendly helpful staff,got me in and out Im very happy
Ive called 20+ times in the past 2 weeks & left countless voicemails. Its impossible to reach anyone in the service department ( unless you want to talk to Megan, who will continually forward your call to voicemail without offering any other assistance ) Never seen a dealership less willing to reach out & grab a handful of cash when the opportunity is presented to them.
Long waiting
Finally feel comfortable at a service station for my Toyota. Clean restrooms, clean waiting area, good tea and coffee service. Vast difference from Jimmy vassar in napa where I used to go. Thanks Ventura for keeping me posted on my car and updating on my future service schedules.
Great work
Terrible customer service. If the representative has something more important to do, then they will not help.
Kinda shady after helping u buy something u really didnt want but cant get financing on what u really want because the house doesnt make as much
Great customer service!
A free replacement vehicle was provided while we waited for our repairs. Great service!
Between 40 years time Ive owned a Toyota car and a van which is going on 19 years with only one major problem, had to replace a radiator. Sometime next year we will replace the van with another, or get a Toyota 4 Runner. If your investment works, why go to another car maker?
Talked with employee to reserve rent car. Availability and prices are very little and expensive. Enterprise rent Car is best in Customer service.
Took advantage of us Horrible place dont ever get your car fixed
No sense of customer service. They knew I had an emergency and did they would get back to me shortly. I never received a response. They wont get my business again.
Very quick service cool staff especially now that the renovations are complete
Great customer service. Quick and efficient.
They treat me well here.
Manager Stephan and customer service writer Laird are exceptional. They both go the extra mile to listen to their customer concerns. Thank you.
Great service.
I have come here two times for oil changes. Both times I was told 90 minutes. The first time I was here for more than 3 hours, and today it took 2 hours and 20 minutes. I understand a small delay but its insane. Both times Ive missed other appointments because how long this takes
Was in and out within an hour of my 5000 mile service. Guy helping me was super nice and helpful.