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Lustine Toyota Woodbridge Complaint - WORST EXPERIENCE - 2007 Camry Oil Change

Review by Dignified on 2009-07-30
WOODBRIDGE, VIRGINIA -- I have been living in Woodbridge for about a year and I never liked how the salesman were always loitering outside the premises (Lustine Toyota of Woodbridge) so I felt comftorable to receive my oil change in Springfield or Manassas, but not this day. I decided to take my car for the first time to Lustine Toyota of Woodbridge for a much needed oil change since I do live in the area and I was just getting off work, and I figured I would be in and out in no time, oh I shall be so wrong. I gave them my car at 7:30am and waited for them to call me but nothing. Two hours has passed and nothing. I walk over to the cashier desk to see what was the hold up and notice that my keys were still sitting on the guy who set up the service, desk. I was furious...if I didn't say anything I would have waited much longer just to receive my keys for a prepayed service that was rendered. TWO HOURS FOR AN OIL CHANGE!!! NEVER AGAIN.
Comments:4 Replies - Latest reply on 2009-10-19
Posted by BEJ on 2009-07-30:
Did you have a scheduled appointment or did you do this on the spur of the moment. If you did not have an appointment then you were probably worked in between the previously scheduled appointments. Even when I make an appointment at my dealership for an oil change, it takes about 1 hours time.
Posted by Anonymous on 2009-07-30:
Car salesmen have to loiter outside. Its like that anywhere. And sorry it took to long for an oil change but hello other people were ahead of you. Why do they need to put in front of them?
Posted by i_am_canadian on 2009-07-30:
Because don't you know, that's the new etiquette in customer service.
Posted by Mengle on 2009-10-19:
Hello everyone. This is Mike Engle, Senior Manager at Lustine Toyota. I started here on April 1st, and was first brought on to handle our sustomer service issues in the sales department. You will now see that we have no more than 3 people standing outside at a time. But on to the current issue, I apologize your experience was less than stellar in our service department. In the last two months, we have changed our service personnel in management, and have increased our staff to better handle the surge in service customers. More people are servicing there cars longer than in the past due to the economy, and we were not staffed properly to handle the increased traffic. I will do what I can to prevent this from happening in the future, and I appreciate you bringing this to my attention. I can be contacted personally at 703-494-1800.

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