**Extremely Disappointed With Our Service Experience**…read more
My husband and I have owned Toyota vehicles since 1990, and we have remained loyal to Toyota because of its reputation for quality and reliability. When we purchased our 2025 Toyota truck from Edmark Toyota in February, we also purchased the $2,000 service package after being assured by our salesperson, Jeremiah Clemons, that we would receive quality service.
Unfortunately, our first service experience has been extremely disappointing.
When I brought the truck in for its first scheduled service, I specifically and clearly instructed Keegan, who was coordinating the service, **not to rotate the tires**. The tires had been balanced the day before, so there was no reason for them to be rotated. I expected the scheduled inspection and oil change to be completed--nothing more.
When I picked up the truck, Keegan told me that the tire weights had apparently fallen off and that they had decided to rotate the tires anyway. When I reminded him that I had specifically instructed them not to rotate the tires, his response was essentially, *"We decided to do it anyway."*
What was even more frustrating was the lack of accountability. Instead of simply acknowledging that my explicit instruction had not been followed, I was given explanations about who had previously installed the tires, what weights had been used, and the fact that my instruction had not been written down. Regardless of how the situation occurred, the fact remains that I gave a clear instruction and the dealership chose not to follow it.
Approximately one mile after leaving the dealership, I noticed a consistent rubbing noise coming from the rear passenger-side area. I immediately returned to Edmark Toyota and explained the problem. I asked that the tires be returned to their original positions since I had never authorized the rotation in the first place.
Now I have to make another trip to the tire store so the tires can be inspected and potentially rebalanced--an inconvenience that should never have been necessary had my original instruction been followed.
Keegan has apologized multiple times, but an apology does not resolve the underlying issue. Customers should be able to trust that specific service instructions will be documented, communicated, and followed. If something goes wrong, they should also be able to expect accountability rather than having responsibility passed to someone else.
I also can't help but wonder whether my instructions would have been taken more seriously if my husband had been the person bringing the vehicle in. As the owner of the vehicle, I should not have to question whether my instructions will be respected simply because I am a woman.
After more than three decades of owning Toyotas, this experience has significantly damaged my confidence in Edmark Toyota. We purchased the service package because we were told we could expect quality service. If a dealership cannot follow a simple, explicit instruction during a routine service visit, it raises legitimate concerns about trusting them with more significant mechanical work in the future.
I hope management takes this situation seriously and addresses how customer instructions are documented and communicated so this does not happen to other customers. Customers deserve competent service, clear communication, respect, and accountability.
**This experience fell well short of the level of service we were led to expect when we purchased both our Toyota and the service package.**
