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. I have always been serviced consistently by Steve Atencio until he left the company. 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. 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 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 5:18pm 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 for all my vehicles, thank you for your past services.
I agree with other reviewers about the lack of training to their associates and it can a very chaotic environment. I have been with Moss Toyota Service for 15 years and can attest that their Service dept level has gone down. Since the “old” team left, there seemed to be high turnover at the Service dept as I see new faces each time I went. I hope it gets better in all departments at Moss Toyota.
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I agree with other reviewers about the lack of training to their associates and it can a very chaotic environment. I have been with Moss Toyota Service for 15 years and can attest that their Service dept level has gone down. Since the “old” team left, there seemed to be high turnover at the Service dept as I see new faces each time I went. I hope it gets better in all departments at Moss Toyota.