Big Two Toyota of Chandler

Loyalty? Not at this dealership. I have purchased 3 vehicles from them beginning in 2016. Took my vehicles there for service! Loved my service advisor. Appreciated my salesperson which is no longer there but turnover there is high so it is what it is! About a month ago I went in there to get my oil changed on my vehicle and decided that I wanted to look at upgrading possibly to an SUV or a truck. I looked at a few things on the lot while waiting for my vehicle and let the service advisor know that I was in the market to trade it in and possibly get something new. MyToyota Care ran out and he encouraged me to replace that with a package of three oil changes for $200. Not a problem, but I did mention to him that I may be trading the vehicle in. Not a problem he says will just refund it back if you decide to go to another vehicle. I came back a few days later and wanted to look at a truck that I had saw online. I was wanting to look for a sales person who could help me since the person we have used in the past is no longer there. I walked up to the counter and said give me your best sales person, and Dalton says that’s me. We talked a little bit. He was very nice and was excited to help me look for a vehicle. So attentive and kind when they are trying to make a sale. I appreciate that until they don’t then the attitudes and demeanor changes. I was very upfront with them when I came into the dealer on what my car was worth. Based on the number should they take it in and sell it on the lot, sell it at auction and or if I sold it to Carmax what they would be giving me. They refused to lower the price on the Tacoma and lowballed me horribly on my car. They knew it. I explain to them that we need to meet in the middle of this is not acceptable. They were trying to just take my car for as little as possible and sell me a car for as much as they could. He went back and worked his magic with the man behind the glass and they came back and told me no we’re not budging, so this isn’t probably for you today, but keep us in mind. They knew I was working with someone n the business and my numbers were dead on! Sure the don’t have to do a deal with me! But to be so dismissive and rude was very disappointing. Dalton and Cooper didn’t even acknowledge me when I was getting ready to leave. I could go on and on and on, but the point being is in today’s market, you would think they would be willing to be kind to a Customer who has been with them many years and more importantly, don’t dismiss them because I don’t like the number they gave me. There must’ve been 15 salesman standing around and not one of them had a customer just Cooper and Dalton that was me. I will never recommend them to anyone again and I highly recommend that you do your work before going to the dealership. There are too many others out there. That will not treat you that way. I know because I found one and bought my brand new 2024 from another in town! Cooper reached out to me just the other day to see if I was still interested. I text him back and let him know how I felt rude, unkindness, and proving to me that, unless you buy a vehicle with them, you are nothing. As for the refund of the oil package that I bought. I’m still playing games with them. The finance manager told me that I needed to bring in my payoff letter from Toyota before they could refund me my oil change package. Yet I have the receipt and everything that show that I bought the package for them. They would not refund my money. I contacted Toyota financial they told me the dealer had a copy of the pay off letter. We called the other day to see if they would just use the one they have they told us absolutely not that we would have to bring it in. This is just a Bunch of garbage. Do not take your business there and God forbid if you don’t agree with their pricing or buy a package that you need a refund on how that’s gonna turn out. I am still waiting for my $200. I’m sure it’s going to take months.

The first time I got an oil change, I still had a low miles 730. I bought a car from them last year, September 22, 2022, and was a new Toyota highlander with 0 miles. I didn't like it when I told them not to roll down my window because I have my AC on but when the service advisor manager he explained me ok, I got it so I don't like it drive my car when my front wheel not straight and drive rough plus when they don't do car wash but I ask them too not like nissan dealer they did car wash is recommended after the car is serviced !! Drive Safe!! Doesn't matter on the type of repairs being done. Experts normally advise washing your automobile

Working with Del at Big Two Toyota has been stress free and no pressure. I would recommend Del Salter to anyone wanting to make a purchase and feel good about it. She will treat you with respect and work a fair and honest deal. If you don't believe it, ask me. She's the Best.

I called for a service appointment two days prior as I needed a 12v heat sensor replaced for a hybrid Camry. The actual piece was missing when I bought the vehicle from a third party. I asked for a phone call back to ensure the part was in stock. They didn't call to let me know but not a big deal. When I arrived for my appointment. Greg (Assistant Service Manager) came out, I asked if we could ensure the part was in stock, he told me that I could go to the parts department and check myself. For the sake of a novel, I asked if we could ensure the part was in stock again. He refused as he said he did not know what part was missing......after I again said what was missing (missing as in the wires are missing the adaptor and have wire caps on the end where the part should be). He then proceeded to tell me that I obviously know more than him even though he has been doing this for 25 years. Not once did I question his expertise, I simply wanted to replace a part and check to see if they had it in stock to prevent having to come back another day in the case, they had to order the part. I suppose I have to lower my standards of customer service.

If there was an option for 0, that would be the rating. I had my car in here twice under the extended warranty. My headlight sockets melted period they stated it was because I used after market bulbs period I had never changed the bulbs. The other when the air conditioner was not working. They claimed this was maintenance. Fast forward 3 years, and all of the things that they should have fixed under warranty are still broke. Thank God Toyota corporation got involved and picked up part of the bill. I will be pursuing legal action to collect what I paid out of pocket.

My oil change has taken over 4 hours. I had an appointment made. Apparently that doesn’t matter.

This dealership is horrible and I do not recommend them. They sold a brand new Highlander with only 1 key fob to my father who does not speak English very well, they’ve given him the run around for months now stating they’re sending him one. Now they’re saying the vehicle only comes with 1 key fob. I purchased my Highlander at Camelback Toyota and I got 2 keys. This seems like they’re discriminating and taking advantage of people who do not speak English very well on top of being elderly.

41/2 hour oil change!?? Kept being told another 15-20 minutes! Ridiculous! Won’t be back

Yesterday, I tried to get my 20,000 mile complimentary maintenance on my Camry Hybrid. First I tried calling AutoNation Toyota yesterday because they are closer to my home. Their service department didn't even pick up the phone. I call Big Two Toyota and got an appointment for today so I was, ok, great, new place to service my car. Uh no, I went in for my 1pm appointment and waited. And waited, and waited. At one point about three hours in I see my representative outside and he looks at me. I am rethinking ok, well he hasn't forgot me. Wrong. A little after 5 everyone is leaving. I am like what is going on with this place. I went up to a salesman and he said they had left for the day, but he would try to figure out what happened. (The salesman Nathan was the only helpful person at this dealership.) And Yes, they are so incompetent they forgot the left with customers waiting. This was a first for me. The sales manager and associate went on key search and found them and that my paperwork was filed. Guess getting home was the priority. I mean they don't care about their customers At All. So much for Toyota as a brand for customer service. One additional note, they said they were washing my car too. In an attempt to underperform more it has a dust mohawk with the sides sort of cleaned and a wide line of dust/dirt down the middle of the car. This was crazy.

Performed service not approved by vehicle owner. Took advantage of elderly woman. Refused to acknowledge mistake.