|Address:||21300 WA-99, Edmonds, WA 98026, USA|
|Working:||7AM–9PM 7AM–9PM 7AM–9PM 7AM–9PM 7AM–9PM 8AM–9PM 9:30AM–7PM|
I bought my car back in September and, while I love the car, I really dislike the dealership. I bought my car in the dark and, when I got in my car the next day, I noticed that it was filthy. There were fingerprints and dust/dirt all over the place which was very strange since it had 2 miles on it when I drive it off the lot. I’ve had two problems with my car since I bought it. Problem one: after paperwork was signed and they were rushing me out the door, I was told that they had lost my spare key and would have to look for it/order a new one and they would call me and let me know when it would be available. They finally gave me a call about two weeks later to let me know the key was in. I took my car in and was given a rental for the day….four days later I finally got my car back. They apparently didn’t know how to sync the key to the car without resetting the ENTIRE car and sending it back to the factory so they spent almost a week calling different dealerships and mechanics trying to figure it out. I got to drive around a used car with neon stickers all over it while my brand new 2016 car was in the shop. Problem two: I’m getting ready to move across the country and I need my navigation system to work. When I click my NAV button it tells me my car isn’t set up with one and I need to contact my dealership for more information. I called the dealership to ask them about it and I was transferred 5 different times and finally told that I need to read my manual and if I still can’t figure out how to set up my navigation, I could stop by any time they’re open. …..Okay then. I went and pulled my manual from the car and started looking through it. The manual said I needed an SD card for it (apparently that comes from the upgrade through the dealership? No one even mentioned this to me when I actually bought the car.) OR I could download an app called “aha” and use their maps feature. I downloaded the app and went to use it. There was no map feature (turns out you cant use it without the SD card). I called back to ask about the SD card, was bounced around 4 additional times before I was sent to a manager by the previous guy I talked to. The manager was confused as to why I was sent to him and asked who I had spoken with, being frustrated I muttered “everyone apparently” to which he replied “I highly doubt you’ve spoken with 120 employees”. He was insanely rude and condescending but finally was able to provide me with the information I was looking for. For almost $600 I can purchase the SD card and pick it up the next day. No need to bring the car if someone else wants to pick it up, all I have to do is insert the SD card and my nav system will work. He was VERY quick to tell me it wasnt free and it would have to be paid for before he was willing to order it. Thanks guy...totally didnt think it would be free, no need to be such a jerk throughout this whole thing. All in all, if the guy who actually sold you the car is gone for any reason, no one gives a crap about helping you, even if what you’re trying to get information on is something that could make them money. I would never do business with them again and I wish that I had known about their horrible customer service before buying from them. This is a huge purchase and the team that’s supposed to be answering my questions and helping me is so rude and blatantly aggravated and unhelpful. It’s disappointing.
I LOVE this dealers service department. They are the reason I believe in the Toyota Brand and kept on coming back as a loyal customer. I cant count how many great things theyve done to my car. I bought my car in 2008, since then, I had all my major and minor services (including oil change), repairs here. The car is the best car Ive ever had, rarely has mechanical issues. Magic Toyota service team is honest with my cars condition. They understand customers concerns and always keep customers request as their high priority. If a part does not need a replacement right away, they let you know. If there is a cheaper replacement, they let you know. They are very patient to answer all my questions and treated me almost like a family! I will just give you a few personal stories (but this does not cover all the great things they did for me) (1) Reshell Gypin, she is the assistant service manager. Her smile will bright your day. I still 2014 right before Christmas, I commented how beautiful the shop decoration - snow flakes were, and it turned out Reshell made all of them. 1 hour later, she came over with scissors and paper and showed me how to make it! (2) When I was pregnant, she wont let me lift anything and made sure one of the staffs took my grocery and computer bag to the car. (3) Khing Ly, Service manager, there was one time my brake light had issue. The light sometimes will go off. Khing spent time to exam the light bulb in detail and told me there is still some life in the bulb, but I should budget to replace it. I was concerned the cost of replacing the bulb and not knowing when the light bulb will be off during a drive. Khing heard my concern and told me it will be free of charge! The shop mechanic replace a new light bulb for free (note, my car was no longer under warranty at that point) I love their management system as well, they label the team just like Toyota System. Green team, blue team, etc. This makes customer service extremely efficient. I make my appointment over the phone, they never make me wait over the phone and I can always get the appointment within a reasonable time slot. While I was there waiting for my oil change, you can surf internet, watch tv, drink coffee, etc. They made sure customers are happy and comfortable while waiting for the service to be done. My dad bought his car at another Japanese car dealer...the customer service after he bought the car was HORRIBLE. They never remind my dad for oil change, they do not provide free wiffi, chair to sit. One time my dad had to stand in rain to wait for his car get oil change.... I wished my dad bought a toyota car at Magic Toyota!.....so based on all these experiences, my next car is definite with Magic Toyota again! Gary Moor, Roeuth Cheth, you also serviced my appointments before, thank you guys!
Last time I had my car serviced here there were a couple of minor problems. This time it went without a hitch. Josh was helpful and informative and the car was ready within the allotted hour. Had it not been, they had a shuttle available to take me to an appointment nearby and pick me up. --------------------------------------------------------------------------------------------------------------------- Previous review (4 stars) Ive been a customer of Magic Toyota since 2004 and have always had great service. This time a couple of things happened that caused my "good" rating rather than "very good". I was bringing my car in for a 15,000 mile service. When I set up the appointment, I arranged for a loaner car. When I got there, they had no recollection of setting up the loaner car, and explained the 15,000 mile service was just an oil change and they dont provide a loaner for that service. I had an appointment a few miles away, and they remedied my dilemma by having an employee drive me to the appointment and come back to pick me up. The confusion and resulting stress could all have been avoided by not promising a loaner car in the first place. I could have come early enough to do just an oil change and go on to my appointment. Luckily they had another solution for me. The second thing that went a little wrong that day was that when I arrived, I went into the usual service entrance, and the woman who greeted me led me to a waiting room where she explained Josh would process my servicing. He was attending to another client when I entered the room, so I sat down and waited. When he finished with that client he called another client in the room and handled his needs. After that he left the room for a short while, and came and went a couple of times without calling me. After 20 minutes I went to the desk and asked if he had my paperwork. He had no idea who I was or that I was waiting for him. Apparently this was a general waiting room, and Magic has no system for letting their staff person in there know which clients are waiting to be served and which are just waiting while their work is being done. I assumed when I was led to that room and told Josh would help me set up the service, that Josh would be informed I was there. It was an uncharacteristic lapse in a usually great service system, but something Magics Service Department needs to address. Other than these two minor lapses, the actual service was good and they fixed a place on the back bumper that had sprung loose when I was bumped from the rear, at no charge. I still think Magic Toyota is one of the best dealership service departments around.