We bought two vehicles here in 2024 -- a Crown Limited for my girlfriend ($52,000 out the door) and…read morea Corolla Cross. If you're a woman bringing your car in here by yourself, bring someone with you, because we watched how this service department treats female customers firsthand.
She reported a paint defect at delivery -- ignored. She reported a clicking in the wheels for over a year -- ignored, until a mechanic happened to overhear it and identified it as a drivetrain warranty issue. During service they broke the engine cover -- replaced only after I got involved. They busted the wheel well clips and skid plate during AWD axle work and just moved on.
The pattern was always the same: they damage something on your car, don't tell you, do a half-baked repair, and move on.
The Crown comes with no spare tire and no jack -- just a fix-a-flat kit -- and the dealership never mentioned it. On a $52,000 car. When I asked about buying a matching rim, the staff member didn't even look up and just said "you can't afford it." No price, no option, no effort.
She told the service advisor about a whistling noise and a lag. Instead of diagnosing it, they sold her a package of five oil changes and two filters. The next day the hybrid system lit up with warning lights and she was told to drive it back with all of them on. They opened the battery cooling area, pulled out a large pile of debris, left it on the floorboard, and installed a new filter -- without telling her. They didn't charge her for that filter, which tells you they knew they were correcting their own prior service failure.
The battery damage: dealer estimate $15,704.46 total -- well above what independent shops charge. All traces back to a cooling filter they were paid to inspect and never touched.
The Corolla Cross got the same treatment. Their "multi-point inspection" checked the outside brake pads but never the inner pad grinding the rotor -- so I paid out of pocket for a full front brake job. We brought it in with a flat tire: they measured tread depth, never put air in it, and sent us out. From day one there was a screw in the tread. The car went back more than once -- they even had all four wheels off to rotate the tires -- and never saw it. I spotted it myself, just walking up to the car. On later oil changes, they removed the engine cover and never put it back -- still missing today.
This isn't one bad visit -- it's both of our cars, my sons, and the way this dealership talks to women when they think no one is listening.
When we asked about goodwill on the $15,704.46 estimate, their idea of "goodwill" was to finance the parts if we paid the labor -- making us pay thousands to fix damage their own service department caused.
When we pushed back, staff offered the manager. We said yes every time. No manager ever came out. They offered to buy her Crown back for around $10,000 -- on a car she owes $39,000 on -- and roll her into a Prius, leaving her tens of thousands upside down.
To be fair: the sales side treated us well. Every problem here is the service department.
This place has won awards for best dealership in the Tri-Cities. Their own sales staff told us other female customers had the same experience. A 2025 Trustpilot review describes a customer whose vehicle they kept for three months without performing the warranty repair -- and shorted them $2,050. On their own website, a woman who bought a used Sienna describes poor communication, promised repairs never completed, overspray on her seatbelt, and a two-month fight -- it took going back to sales manager Koree Deeb to get compensation. Three customers, same pattern.
So I'll ask the question their own sales staff already answered for us: Has any other woman out there had the same experience at this dealership?
Correction to my original review: After speaking with Johnson City Toyota's service department, I learned that the information I was given about the engine cover was wrong. My mechanic showed me the mounting clips in the engine bay and told me the 2024 Corolla Cross should have an engine cover to protect the hybrid components, so I included that claim in my review. Johnson City Toyota's service department has confirmed that the Corolla Cross does not come with an engine cover from the factory. That specific claim was my mistake, and I apologize for not verifying it myself before posting. I withdraw that claim about the missing engine cover on the Corolla Cross. Everything else in this review stands as written.
