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Review content:
When I was purchasing my 2010 Toyota 4Runner SR5, I scoured several dealerships in Oregon before completing my final negotiation with Toyota of Gladstone. At ToG, they really have their act together. From sales to service, their focus is to ensure that the customer is happy with the process of buy and taking care of a car -- they're focused on making sure you leave happy. I've had my vehicle serviced at Toyota of Beaverton and at John and Phil's Toyota, but they just don't take care of you like they do at Gladstone. For instance, EVERY time I get my car serviced, I know that Aaron of the Gold Team is going to be taking care of me; EVERY time I bring my car in, Aaron takes me on a 360 examination of my car, noticing scratches and bumps I hadn't even noticed! One of the things I really appreciate about Aaron is that he takes his time to listen to my concerns and asks questions to ensure that he understands what his group needs to look at to address my concerns. I have several examples of this, but I'll just list a few here: (1) I installed after-market nerf bars shortly after purchasing my car. These nerf-bars required removal of fasteners which help connect the 4Runner body to the frame -- after I installed them, the car groaned each time I accelerated or stopped. I told Aaron about this and he said that his team would take a look. I get my car back a few hours later and the groaning is gone! He had his team had uninstall and reinstall the nerf bars as a complimentary service. Not only was he proactive in identifying and solving the solution, he had done this at no cost to me, even though I had created the problem. I felt very happy about this since it was my first interaction with the service department and they didn't try to charge me for every single thing they did that wasn't covered under warranty. +1 for customer loyalty. (2) Oil changes -- this is a transparency thing. I can always be sure that ToG uses the right oil and replaces my filters and gaskets as necessary. Every item (e.g., quart of oil, gasket, replaceable element) is documented in my service record (UNLIKE AT JOHN AND PHILS OR BEAVERTON TOYOTA!). (3) Bent antenna -- my radio antenna was bent to the side, probably after going through a car wash. Again, my fault for not removing my antenna or going to a touch-less car-wash. Aaron takes a look and says his team will take care of it. Car comes back, antenna straight. Tells me that they repaired it for free, even though, again, this was my fault. (4) Buzzing with the AC vents -- this has to do with the language of the report I received back. Nobody knows your car like you do. If there's a small creak or a faint buzzing when there's not supposed to be, you'll hear it. I sometimes hear a faint buzzing sound when the vent air is activated (when fan turned on, no AC). This only happens some of the time, and I wanted Aaron's team to investigate. They looked at it and couldn't reproduce the buzzing. They noted that they ""could not verify [the buzzing sound] at this time."" Instead of saying that I was going crazy or that I was just imagining it, they used language which made me feel more comfortable about the fact that although the service guys couldn't figure it out at this visit, they did not assume that they sound wasn't there. Every 5k miles, I get excited because I get to take my 4Runner to Toyota of Gladstone for it's interval service -- I see this as taking my 4Runner to its spa. I know that my 4Runner is in the best of hands at Toyota of Gladstone's service department. Having been to several of the larger Toyota service center/dealers here in Oregon, I have absolutely no reservations about driving 100 miles to and from Toyota of Gladstone for service appointments with Aaron. Aaron is polite, patient, and produces consistently excellent work. THANK YOU!
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