What clients say about Sheehy Toyota of Stafford Service & Parts Department in Stafford Courthouse (VA)
I purchased a Volkswagen 2024 for my daughter on March 2025 at the time of purchase paid extra for VIP access and promised all good stuff .since my daughter works very close to home we returned back on January 2026 for oil change and tire rotation made appointment for 10am arrived at 9:45 am since it was the first time we were there for service I wasn’t sure how the process will work and thinking that someone will guide us through the process unfortunately no one seems to care we stand by the service waiting area for at least 15 minutes few people were there chatting with each other two guys that seemed to work there were busy doing their own stuff and looking at us like who cares.
Long story short finally our car was picked up without any explanation what service will be done until I asked my self and requested VA safety inspection to be done from 10:15am to 2:45pm waited no update from the service team until I asked myself.basically spend more than half a day waiting for a oil change.
Overall results
Poor customer service
Poor to no communication
Slow non professional service .
If you read this for thank you and I hope management can make some changes to meet customers needs and satisfaction.
They offer free coffee once you go inside and place has best seats where you can relax and enjoy watching on TV. Especially that one person who has help me a lot. Sam Sayes is the man… Thank you!
I recently took my Toyota Sequoia, which I purchased in January along with a prepaid ToyotaCare oil and maintenance plan, to Sheehy Toyota for a scheduled oil change. At check-in, I was assisted by Ian Byrd. I explained that I bought the vehicle at a Toyota dealership in Maryland and that I had successfully used the same prepaid maintenance plan at a different Toyota dealership in June, not the one where I purchased the vehicle with, zero issues and no out-of-pocket cost. I asked if he needed to see my paperwork and whether this location accepted the plan. He told me he did not need the documents, that he could look everything up, and that they do honor the plan. He was very polite initially and even arranged an Uber for me and my son while the service was completed.
The issue arose when I returned and was unexpectedly told I owed everything over $65 for the oil change, despite having a prepaid maintenance plan that should cover full synthetic oil changes. When I questioned the charge, Ian’s tone changed immediately. He became dismissive and told me to “contact Toyota,” stating that my voucher “only covers a portion” of the oil change. This directly contradicted both Toyota’s own explanation of the plan and my previous experience at another Toyota dealership where the oil change was completely covered.
I retrieved the paperwork from the prior oil change again, completed at a Toyota dealership other than the one I purchased from and when I showed it to Ian, his exact response was: “Why would I care to see paperwork from another dealership? Their paperwork doesn’t matter to us.” His behavior was unprofessional, rude, and completely unnecessary.
The service manager then came out and claimed my plan was supposedly only valid at the original selling dealership, which is incorrect and was never stated at purchase or at the other Toyota location that accepted it with no issue. He also did not address the way his service advisor spoke to me and used a similarly dismissive tone. Had I been told upfront that I would have to pay anything, I would have gone to a different Toyota service center.
The service manager ultimately agreed to zero out the balance, but the poor customer service overshadowed that gesture. After calling Toyota directly, I was told that prepaid maintenance vouchers are not for a partial amount, they cover the full synthetic oil change. I also contacted several other Toyota dealerships in the area, all of which confirmed that the plan covers the service in full.
Sheehy Toyota’s lack of transparency, incorrect information, and unprofessional treatment of customers is unacceptable. There are other Toyota dealerships nearby that correctly honor ToyotaCare prepaid plans and treat customers with respect. I recommend going elsewhere
Terrible service dept. Wait is hours long even with an appointment. They try to sell you crap you don't need. Oh really, my shocks are leaking, again? Techs are inexperienced. Management doesn't know what customer service means. Avoid.
Worse customer service!!!! i had a appointment for a oil change . I stood there for 15 min waiting for someone to take my car in . No one help me when finally someone was free he looked at me and acted like he was doing something in the computer instead.
I had to get my car towed to Sheehy's for repairs. Josh helped me every step of the way, he was upfront and articulate with his explanations about the repair work. I appreciate his honesty and will be coming back in the future for any repair work.
Great service. Staff are friendly and polite. The restroom is clean and smells good, too. They have the best coffee maker in the lounge. Lounge is clean. The toyota RAV4 hybrid is the best. If you are looking for a car that saves fuel. This is the right car for you. And toyota is known to be the one who makes a reliable car. I have no doubt about it. Toyota Sheehy Stafford did not disappoint me at all. I thoughtfully recommend it. I give it a 5 stars.
Terrible service, every single time they took 3 hours for vehicle maintenance, don't know what they do in 3 hours. Basic maintenance like oil service & multipoint service inspection do you really need 3 hours? Even though, annual safety inspection they took 3 hours. Hope one day they will improve their time management.
Had an APPOINTMENT for oil change. It took over two hours. If the service advisor would have told me it was going to take that long I would have left. No loaner car was offered. I then watched them pull my car around after waiting more than two hours to have it washed another 20 minutes frustrated ask for key and left. Bought two vehicles from them a Sequoia and Camry was looking at a Venza that day, but I will not be buying one from this dealership. Tony Sharp
Had 10:15am appointment, today, for an oil change and tire rotation. It’s now 2:15 and I am STILL SITTING HERE. I was told a 2 hour wait. Which is still excessive for the services. But 4 hours has completely messed up my work day. Was told the staff “went to lunch half way through my service”. Awful and unrealistic excuse. I will never come here again. No respect for customers time. No communication on vechile status. Even if something happened and it was left through lunch, someone should have communicated with me. I just asked and was told it will be another 30 MINUTES before I get my car! 4 and a half hours for an oil change and tire rotation?! Do better. This is disgusting. Not to mention getting asked TWICE while I’m waiting if I want to buy a car. You make being loyal to the dealership impossible.
Customer of 5 years, but as of my last visit, I won’t return again, EVER!!! 4 hours of waiting for an APPOINTMENT to change the oil and rotate the tires… tires that I just so happened to purchase from them at that. Also, I was lied to while I was waiting for them to service my vehicle. Terrible service!!! You lost a long-time customer.
Worst customer service I have ever received. They did not resolve the issue at all. This is the second time I take my vehicle for service. Pam is respectful and provides good customer service. This review is for the man who does not know how to talk with respect with customers. His manager should teach him to respect customers and don't show attitude when interacting with customers. I will never visit this Toyota service department anymore. This service station does not even deserve 0 star, very disappointed with their service, and completely dissatisfied with their response in regards to the problem that my car has.
I should have read all the reviews before making an appointment for an oil change. I made an appointment at 10:00am before going to work thinking it would take less than 2 hours. It has been more than 3 hours and my car is not ready yet. I am now late for work and my whole schedule is mess up. I bought the VIP package but it is really not worth it.
If we get an appointment for a service we expect to get the service done at the time and not 1,2 or 3 hours later.
Friday 27 October I took my car to this location for a scheduled routine appointment at 1:00!PM. When I got there they checked my vehicle very quickly. I was the only person in the waiting area for a couple of hours. After 3 hours of waiting and seeing many people come and go, I decided to approach the service representative for an update and he told me that my car was almost done. That's not what occurred. I was there from 1:00 p.m. to 5:08 p.m. for routine maintenance!! Toyota please consider your customer's time.
I'm sitting in the guest lounge right now. I'm watching the world cup, not too bad. IRAN VS ENGLAND ENG 3 IRAN 0.
That's good, Iran is pretty bad at soccer and life. The Iran government is pretty evil and not too good, pretty bad actually. Imagine is Justin Trudeau chanted "death to America". That'd be pretty wierd right?
This was my first routine service, but my second time there. So far, I am happy. Things have gotten done pretty quick and the staff has been pleasant to work with.
Extremely long waits for automotive service. After a 2 hour wait they rejected my car for state inspection for a torn windshield wiper blade. I had to either pay $54 for windshield wiper blades or get my car rejected. I’m not paying $54 for something I can buy and fix for $20. Extortion! To add insult to injury, I had to wait 25 minutes for them to pull my car out front in order to leave.
Ian has been far and above one of the best service reps I've ever had. He was very prompt with his communication and was patient with me. My only recommendation would be that he take a little more time (or use his system) to validate whether service has recently been completed before recommending it to the customer. He offered multiple service tasks for my vehicle based on mileage that had all already been completed within the last two regular service appointments. I understand recommending service based on mileage, but some of these services were multiple hundreds of dollars, and had I not had my maintenance records with me from the past two service appointments, I would have had unnecessary service done on my vehicle to the tune of four or five hundred dollars. Maybe Average Joe Toyota Customer isn't as prepared as I am, and without sufficient, available maintenance history, Average Joe trusts the service advisor's recommendation in the belief that the legwork has already been done.
This visit was shower then usual for an oil change. But my rep kept me up to date and apologize for the short staff that say. Overall, minus that still good service experience.
Great service! Jamie is an awesome service advisor. She is always so pleasant and diligent concerning my Tundra service requirements. I live in Fredericksburg, but will always make the drive to Stafford due to her professionalism and customer care. I even brought my daughter's matrix into Sheehy to have some service work done. Jamie and the technicians took care of me and she kept me informed throughout the process. I want to thank you all for your great work and advice.
I’ve gotten my car serviced a few times at this stafford location, I’ve found that every time I drop my car off (for the day) although there is a list of things I need or want done, they NEVER complete the job. I’ll end up having to go back in to finish the list. Like most recently they forgot to do my breaks. Last time I brought it in because I was having an issue with the dash lights for tire pressure. I had to bring my car back 3 times for them to fix it. They claim to give car washes when they services but I call BS. I’m a VIP member for them but every time I get it back they say they ran it through the wash but never looks like it. My car is white and I understand dirt sticks out a little more but I’m not convinced they’ve washed my car note then once. (And it probably should be closer to 6)
I’m just really bummed about the inconvenience it causes to have to go back multiple times for something that should be taken care of the first time. It took a few not so great experiences for me to post a review. But I drop off my car to them for the entire day JUST so that they can get to it when they have a minutes but it seems to me like they just tell you they did work that was never actually done or give you back your car like “ohhh you wanted that done... ya don’t say....” But you literally did say.
The purchase of the car was great. The salesmen in there are thorough, transparent, expert professionals. I knew exactly what I wanted/what I was looking for and they got me into something brand new and more then affordable very quick and efficient.
Overall my experience with the sale was definitely closer to 4 But the service side isn’t as great. Unfortunately I’d be closer to a 1 .
Great service, hands down. Jerry was my salesman. I met Jerry last year when I purchased my van from him. Went back again this year for another vehicle and requested Jerry. Really impressed with this dealership and staff. They make buying a vehicle not as stressful or time consuming as some places.
I would give less than one star if possible. I arranged in advance to see two used trucks. I informed the sales person AND the sales manager that I would be traveling from an hour and a half away to specifically see these two used trucks. I was assured by both employees that the trucks would be there and ready. On arrival, i am told that the trucks are not there. One sold, and the other was never brought over from the partner dealership. I was then told I should just look at one of their new 2020 trucks instead. I can look at a new 2020 truck MUCH CLOSER to my house. They are literally available at EVERY TOYOTA DEALERSHIP. I drove that far to specifically see those two trucks. I should have been notified that they were not there before making that trip. This dealership obviously does not respect a potential customers time. They are only concerned with making a sale any way possible.
My car stopped running and had to be towed. I usually take it to a Lexus dealership but it needed immediate attention so I found out that Sheehy serviced Lexus cars. I want to thank Bruce and the service team for their work. Bruce kept me informed from the time my car got there until repairs were completed. He let me know what was being done and why. Thanks Bruce and the service team for your great service.
This service department is incredibly slow, the costumer service was extremely bad. I waited three and a half hours for a state inspection. Which I was told would take an hour, I was not informed of why there was delays and after 2 hour I go to check on my vehicle and the service advisor told me I could get my car and leave. No explanation just a “you can go”.
The service department leaves much to be desired. Let’s just say that after wasting several days of my time, they are now insisting I have to waste money despite the manufacturer defect on a part that should be covered by warranty. Every member of the service department worked really hard to make sure that Sheehy Toyota would not have to fork over a single dime to enhance their customer’s experience. After recently moving to the area, I was glad to see a local Toyota dealership but now I will drive out of my way to avoid this business and provide patronage to staff that understand customer service and how it equates to returning customers.
3001 Richmond Hwy, Stafford, VARecycling center
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