Fabian is the guy if you need something done. Best service advisor and service department I have ever worked with. Very transparent upfront and fulfill their promises.
I had a very disappointing experience today at Eddy’s Toyota. As an international student, I specifically planned my day to come in for maintenance under my Eddy’s Toyota service package, which includes three complimentary services that I was told can be used anytime. I went in for an oil change, as I follow a 5,000-mile oil change interval for safety and vehicle care. However, the staff refused to perform the oil change, stating that their system does not allow it until the car crosses 10,000 miles since the last oil change. They told me that if I wanted it done now, I would have to pay out of pocket. This was confusing because when I contacted Eddy’s Toyota customer care, I was clearly informed that my Toyota Care / service package has no such restriction or deadline, and that I am allowed to use the service whenever I choose. Additionally, the staff said they were unable to “pull” my Toyota Care details from their system and asked me to bring a receipt or proof. At first, they claimed it did not show in their system at all. Later, after I called customer care in front of them, they said it only showed tire rotation, and again insisted that oil change is only allowed after 10,000 miles — which directly contradicts what Eddy’s customer care confirmed. Nowhere in my service package or Toyota Care terms is there any mention of a mandatory 10,000-mile limit for oil changes. I felt misinformed, unsupported, and extremely frustrated after being given conflicting explanations. I expect clarity and consistency from an authorized Toyota dealership, especially when customers rely on official service packages and confirmed information from customer care.
I went to have an oil change for my car. It was a smooth process since it was the first time I went there. Their waiting area is spacious and comfortable but it smelled like someone was smoking there. I would suggest to have someone come more often when they are busier to give it a touch up and maybe add some air refresher or add some ventilation to the area. The service was fast as informed by the advisor! I will use their service again, when my vehicle needs it. Thanks!
1.5 hours for an oil change with an appointment is not exactly acceptable. Staff is okay. Definitely going elsewhere. But hey... still better than Vandergriff!
Ivan at Family Toyota of Arlington has been my go-to service advisor, and I couldn't be happier with the outstanding service he provides! He is always professional, knowledgeable, and genuinely cares about making the process smooth and hassle-free. Whether it's routine maintenance or a more complex issue, Ivan consistently goes above and beyond to ensure my car is in top shape. Highly recommend him to anyone looking for excellent service!
I usually have good service here, but now that I’ve seen this? My Oil Drain Cover was just left hanging out of the side like this, and the tech thought “that’s good enough, I don’t get paid enough to do it right.”
If they can leave it like that and let the customer drive off (should have checked before I left), I wonder what else are they slacking on.
Fortunately, I was changing my skid plate to a TRD skid plate, and I was able to use the extra screws from the original skid plate for my oil drain cover, so problem solved.
They have appointments up to 4:30pm on Saturday but they close at 5pm. They were not able to complete all the services and I will have to return again. Why offer appointments that late if you cannot render full service?
I am writing to express my deep frustration and concern regarding a serious issue after my recent service. It seems that the engine oil lid was not properly secured after the service, and I have been unknowingly driving the car for 10 days without it. I recently noticed a strange smell coming from the car, but I initially thought it was normal after the service.
However, upon checking today, I discovered that the engine oil lid was not in place, which is an unbelievable oversight. This is a highly unprofessional mistake, and I am incredibly upset that such a basic but critical step was missed.
I have now brought the car back to the service center, but unfortunately, it is currently closed. I do not feel comfortable driving the car in this condition, as it could potentially have caused damage to the engine because of the service mistake.
Even though this is not a 5 star review, I do want to point out in advance that my experience with this dealership was better than I've had with most others.
That being said, I can't justify a higher review for a few reasons.
I'll start by saying that communication on when my vehicle was arriving was great. Except when it was delayed for some reason (3 times) and nobody reached out to specify as to why and it left me feeling like they were just dangling a carrot in front of me to keep me interested. All in all it took almost 2 months for my car to arrive. Maybe there was legitimate reasons, or maybe there wasn't. Either way, I was not in a rush to pick up my car so If there was legitimate delays, I would have appreciated an explanation as to why. If there wasn't, I would have preferred they were just up front about it. I would have waited without issue.
Secondly, my vehicle arrived with a pinky sized gash out of one rim that I didn't notice until the next day at home. Luckily I had taken pictures of the vehicle at pickup to prove I hadn't curbed it after leaving. When I went into Family Toyota about it, I mentioned having pictures if they needed proof (which they did not ask to see) and offered to have the wheel repaired. (Great customer service on this), but when the wheel came back, you can clearly see where the repair is located. I'm disappointed that if it wasn't going to be in like new condition on my new car, they wouldn't order a new wheel.
Third and my biggest issue is when I went in to place my order on my new car, the absolute only thing I asked for was to have Toyota connect. The sales rep said push to start may be an issue due to allocations, but Toyota connect would not be. I agreed because I'm not particularly concerned about push start, but wanted Toyota connect to have access to my locks via app. My car arrived, I took it home and tried to get everything set up (apps, Android connect, etc) and my car does not have the option to run Toyota connect. THE ONLY THING I WENT IN ASKING FOR and was assured would be on the vehicle, is not there. It may seem like a small issue to some, but it was my only request.
Like I said In the beginning, I have certainly had worse interactions with a dealership before and in general I don't have buyers remorse. Aside from my car NOT having the only option I asked for, I love it.
However, after the personal experience I've had, I don't think I will be a repeat customer and at this time would not recommend this dealership to a friend.
Professionals. I called around to different service centers and could already tell this place had their act together above and beyond just from the phone interaction. Dropped the car off at 7am and picked it up at 6pm same day service including breaks, fixed oil leak, and a valve replacement. Great work
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