Deeply disappointed from long-time 15-yr Service customer
I have been a loyal customer at Moss Bros Toyota Service Dept since 2010 & have serviced 3 Toyota vehicles there. My Dad even bought 1 vehicle there at Moss in 2020 and it was a pleasant purchase experience. I have always been serviced consistently by Steve Atencio until he left the organization. After that, I was serviced by different staff every visit. This last service on 8/23/2025 was by Tony Padillo. I had an appointment on 8/22/2025 at 11:10am with Becca, but she wasn't available, so Tony helped me. Tony was nice & reset my oil change reminder message. The service was to diagnose and fix an "Engine Service Required" error message, which you cannot reset. My RAV4 was kept for 2 days from 8/22/2025 to 8/23/2025, no problem, I completely agree that some services require extra time. I understand staff are super busy, but I didn't get a call on the diagnosis on 8/22/2025 at all. I had to call around 4pm on 8/22 to inquire what's going on & was informed the water pump needs to be replaced, but Parts department was closed, so we need to get it the next day on 8/23. My husband & I drove to see Tony to understand the issue on 8/23 morning. He said it will be done by end of day 8/23 and his shift ended at 6pm. When we picked up the car and paid, Tony couldn't release the receipt because Parts put a warranty message on it & would need their approval, but Parts department was closed already. He said he would email my receipt to the email address on file & I wrote down my email address on a card for confirmation. As of today 9/5/2025 5:10pm PST, still no receipt. I'm deeply disappointed because I believe the team can do better and had done better. I'm sorry to say it was my last service at Moss Toyota for all my vehicles, thank you for your past services. I do see some truth in Service department from other reviewers mentioning about the lack of training for associates and it can be a very chaotic environment. Throughout the 15 years I went to Moss Service Department, I noticed that service quality has gone down since the "old" Service team left. The new team seems to have a lot of turnover and I didn't see the same faces each time I serviced the vehicles there. I hope it gets better in all departments at Moss Toyota.
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