Dropped Tacoma off for service Tuesday evening. Had communicated with my Service Advisor several times over Wednesday due to recommendations and prices, and status of completion for Thursday. My Service Advisor was scheduled for time off for the long weekend. I never received a call the truck was done on Thursday, so I called the service department late Thursday afternoon. I was told it wasn’t done yet but someone would be calling me tomorrow (Friday). No call back and when I called, given another Service Advisor name who would call me in an hour. No call after a couple hours—I decided to go visit the Service Department. The Service Manager was very helpful and pulled things together so I could pickup my truck (Friday, at about 5:30p)

Outstanding customer support and focus. Service was excellent and work to be performed was explained clearly and cost estimates were accurate. Thank you Matt.

Long wait and overpriced repairs. No clear communications during wait time. At least they offer free coffee

The customer service was terrific. They were responsive and helped me from the first phone call to the goodbye.

We showed up when they opened at 7 am and were the second car there. Previously we had been in with an appointment and still had to wait 3 hours for minimal work to be done and were told appointments don’t matter as it’s first come first serve. So we didn’t make an appointment this time. Then we proceeded to sit there for 4 hours waiting for our alignment and brake fluid exchange because appointments come first. When we talked to the guy about that, he said it depends on the day and is the luck of the draw whether appointments matter or not.

Service department fudges with the numbers. My car was having vibration issues from 25-40mph. Went to the service department to get it fixed. Got a quick call back that the tires are the likely issue and needs replacement. I ask the representative to take a test drive as the vibration is unique and not tire related. They said it’s already been tested and tires are the issue and quoted 904 for 4 new tires install and balance. I was convinced the tires are not the issue but I am not a mechanic. So I decided to compare prices and got new comparable tire install and balance for 540 at local bjs. The car continued to get vibration between 25-40mph and I took it back to the service department. Willmi was the service advisor this time. I tell him that tires are not an issue since vibration is still present and new tires are installs. I also ask him to add 4 wheel alignment for $99.99 which is on their website. He said he would. He called me back and told me to further diagnose the issue there will be a diagnosis fee of 195 and 2 hrs later calls back to inform the issue is with u joint binding and that rear drive shaft needs to be replaced and quoted 1105 for the fix. I told him at the time that when I was at the service department last time when they suggested tires were the potential issue I had received a 15% off coupon for the suggested service. I ask him if he could apply the same coupon towards the same issue. He tells me he cannot and that he can apply a 10% off coupon. I gave him and okay for the work. Next day I get a text work is completed. I called Willmi to go over charges. He tells me and wrote it on piece of paper that total is 1390.60. I further ask for breakdown of charges and he tells me 1104 for drive shaft replacement, 194 for diagnosis and 140 for wheel alignment and rest is taxes. I request him to honor wheel alignment for 99.99 which is on the website. I further tell him I am not asking for 10% off 99.99 and that it was a price we agreed upon when car was dropped off. He tells me he cannot. I ask to speak with manager as it was not right. 140 vs 100 is a 40% off on the service. I leave a msg for Bill (supervisor) at 1352. I waited until 1730 and after not getting a call back I drove down to the service department. Bill was sitting at his desk. Not to get personal he was on his cell phone and it did not sound like a work related call. After waiting a few minutes, Bills finishes his call and gets up to go to the office. He unprofessionally asks me how can I help you. I tell him I am here for my rav 4 and wanted to talk about the bill. I never give him my name he doesn’t ask for it either. He tells me that bill is all set and there is nothing to talk about. I was taken back with this 30 secs initial interaction. After collecting myself I tell him if you are busy I can wait but I like to talk about the bill. After couple mins he takes out the bill and total price is 1391.xx and wheel alignment is 99.99. I ask him how did the bill go up by a dollar when the price for wheel alignment was reduced to 99.99 from 139.99 which Willmi read itemized off over the phone. There was a shop charge of 39 in the bill that bill showed me. During the approximate 15 mins interaction, Bill went from there is no adjustment that needs to be made to adjusting discount and bringing price to 320 to 288 (calculation error). In the end I told him I respect the fact that dealer service department being more expensive than independently owned repair shops. But I will bring to light when something unethical is being done. He tells me we can agree to disagree and I leave it at that. Through my experience I am left with an impression that bad ethics is rooted in this place from higher up. I cannot even point fingers at service advisor as they are molded to do things that are not right for customers and if they won’t they won’t have their jobs.

Clint Yang of Ira Toyota of Danvers is very responsible and we had a very good buying experience with him. Highly recommend!

Very good, dealership, nice attitude, nice service, good guys. Recommend to all my friends to come to this dealership

They didn’t do their job wasn’t happy with that at all they usually do good this Time my door locks don’t work after got Serivce it was fine before then. I called them and told them that they said come on they “”will check “”

Sales staff are great. Service takes 3 hours to do an oil change and they charge $140 to replace air filters. Service pricing is not competitive.

Went in for warranty service and received a report for another car. Not sure what work happened to my car.

I thought that they were very courteous and helpful but slow in doing my car

Fast, competent service. The Ira people make you feel welcome and needed. They know what they’re doing.

They try and upsell you from start to finish. Be careful with finance, I have an 800+ credit score and they 1st quoted me 7%, finally got it down to 4.75. Don’t be afraid to say NO

Alex is very client centric. He gave me all the information so I could make informed decisions.