Carlson Toyota

by MT on 04/05/2021

Purchased new Prius from Carlson. Dealer serviced car routinely. Last several times not pleased with their service. This week was the final straw. Went for a routine oil change. Used the rest room a following the text that car was ready - 9 minutes later went out to get car and found it in their lot however, car was running with the keys in it! Had been left that way for 9 minutes!! Not happy at all.

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by Concerned Customer on 01/10/2021

I got my vehicle serviced a while back and would like to share my experience. While my vehicle was getting serviced a man named Josh Goar approached me to try to get me to buy a new vehicle even though I told him repeatedly that I was not interested. He was by far the rudest person I have ever met. I finally had to tell him if he didn't leave me alone I was going to report him. Also as I was walking around out back waiting for my vehicle, I noticed one of the employees yelling at a young man for no apparent reason. I believe he worked in the detail department and drove an older model red Toyota pick up. I told him that he was way out of line and that he shouldn't treat people like that, especially colleagues. He swore at me and told me to mind my own business. I then payed for my service and left immediately, never to return again. SMH

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by raqueljulik on 04/12/2018

We tried see if Toyota would be willing to pay for small damages incurred when the lane detection system didn't work, and I skimmed a curb. Toyota refused after a lot of waiting and back and fourth phonecalls. I was not contacted directly via my cell phone for communications. They called my father, and my work even after I called and told them to call my cell phone directly. Upon the final word of denial of service coverage, the "service manager" called me, finally at least on my cell phone, and demanded for me to bring the rental car back and take my car, still not repaired. He had no concern that there was a HOLE in the tire, and wanted me to drive it away like that. He tried to turn it around on me that "no one had signed for him to do the repairs" yet he did not even ask if I wanted them to repair it. He did not even have the inclination to provide me with a quote of what they would charge me to repair the damages, until after I asked. Then, I called the general manager to complain about this blatant disregard for safety. He was almost just as useless. I asked if there would be any documentation of my complaint, and he replied "Well, you're talking to me and I'll talk to him about it." That means absolutely nothing to an upset customer. How would I know that my complaint was followed through with? I am extremely disappointed with the "service" or lack thereof that I received from the "Managers" at the Coon Rapids site. I will never buy a vehicle from them again or recommend them to anyone.

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by Tara on 07/24/2017

As a long standing 5 year customer of Carlson Toyota where they have gotten all my business for both vehicles. The last 2 service appointments have been below my expectations and have prompted me to switch dealerships to service my Sienna. First off the wait times on site for a standard oil change (with a scheduled apt) have been increasing. Last time I waited 3 hours in the dealership - I like most people have a job and this really impacts my day and no longer makes Carlson a viable place to do "quick lube" work. Second - Four weeks ago I spent $700 on getting my air conditioner fixed, which also took ALL DAY on a Saturday to complete. The air conditioner stopped working and due to the incredible wait times at Toyota I won't be able to sit at the dealer all day so I requested a loaner car so I could go to work. They couldn't confirm that it would be covered by Carlson if the repair was something different then the fix that was completed 4 weeks ago. Of course I wouldn't know that until I was at work with the car because just to diagnose it was going to be 60-90 minutes. I asked the service rep to ask their manager to cover it since I'm a loyal frequent customer and he said Jeff stuck with the original information that I'd have to cover the cost of the rental. As a customer I would THINK that the one thing a dealership would have would be plenty of cars for me to check out for the day that it doesn't make any sense that "lack of cars" would be any type of response. Do the service people ever talk to the sales people? Many dealers loan out newer cars as a sales tactic - maybe a concept that Carlson could deploy for loyal customers like myself. In short - the wait times at Carlson along with this type of non problem solving response will result in me switching to a different place to service my vehicle as well as I won't be purchasing any future vehicles at Carlson.

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by unclematchu on 10/29/2016

Made an online appointment for 8 AM to have all new tires installed and aligned. Came in and they didn't have my appointment on record or the tires I ordered online. They're giving me slightly better tires for the same price but I've been here since 8 and it's now 11!!

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by mwatson2 on 03/07/2015

Very friendly, courteous, and explained what needed to be done very thoroughly. Had the vehicle repaired quickly!

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by RAV_Owner on 09/13/2014

I got a phone quote of $79 to replace a wiring harness for a headlight on my Camry. I brought in the Camry & said I thought the headlight harness was bad, they said they would check it out. They called me and said it would be $160 to solder in a new connector. I'm thinking the damage was more serious than the harness, and said OK. When I got the vehicle home, I discovered that they had only replaced the connector at the headlight, a much easier task than replacing the entire harness that they had quoted. I also discovered that I had been mistakenly looking at the high beam when I originally tried to replace the bulb, and thought maybe it was just a bad bulb all along. This made sense with the ridiculous story that they told me. They said the bulb was good when I brought it in, but it just happened to burn out after they fixed the connector. They then claimed that low voltage from a bad connector damaged the bulb (ridiculous). Later they said they had offered to show me the original bad connector. This was also untrue, I went straight to the cashier to pick up my Camry. They repeatedly claimed they would check the call records and honor the original quote. After 5+ phone calls over a week, they still hadn't pulled the call records to honor the original quote. I told all this directly to the service manager. He said he would look into it and call me back. He never called me back.

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by NIraq on 05/11/2014

Brought my 4Runner in for brake service as there was a vibration coming from the front of the vehicle. They diagnosed it as warped rotors and replaced the front rotors. They insisted that I replace all 4 rotors because they claimed that the rear rotors were warped from the factory... Ok... 690 dollars later, and after their test drive they now tell me that the front calipers are bad and have destroyed the new front rotors they just put on, and were going to charge me for another set of rotors! I told them that was outrageous and I wanted new rotors put on since it was their fault due to a misdiagnosis. My service rep told me they would turn the rotors for free, but I insisted they replace them. After installing new rotors again, and now calipers, the bill is 1,200 dollars. I pay it, but I am pretty upset. I go out to my car and get in and there is a muddy foot print on my new floor mat, and a black scuff mark on the plastic cover next to the e-brake... I was so mad I just left. Now I have discovered that they did NOT replace my front rotors after they ruined them, they just turned them... Carlson Toyota service is sub-par, and they charge outrageous prices, even for a dealership!

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by arlenp on 09/25/2009

After my oil change the person driving my truck out of service area drove into the door frame, hit the back door on passenger side and kept going half way down the box. They wanted to pound it out and fill the rest. I wanted it fixed right with new metal, it was not my fault he could not drive out with out hitting the door. They said the insurance adjuster was not showing up, it was almost 2 weeks when they said he was finally there, Then I had to threaten to get a lawyer before they said they would replace the panels. Then it took from the 9th of Sept to the 24th to get the truck repaired. First they told me the 21st, then the 22nd. Then on the 23rd they said they just had to buff and detail and it may be 3 hours on Thursday morning. I arrived there at 4 pm to pick it up and they just went to pick it up; I had to wait 1/2 hour. The truck looks nice but sure had to wait long enough, especially when they said they'd have it about a week; August 26th until September 24th was a long week.

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by bretski75 on 01/26/2009

Service department and lounge are top notch. On par with some lexus dealers. Flat screens everywhere, buisness center.

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