Toyota Sinoville

Customer service complain

Dear Toyota I am writing this complain to express my extreme disappointment, frustration, and anger regarding the shocking and unacceptable service we received today at Toyota Sinoville. My husband brought our vehicle in for servicing and was clearly told that he would be contacted when the vehicle was ready for collection. Your staff member had no issue contacting him earlier to inform him about a brake light not working, which proves that communication was possible. However, it is completely unacceptable that no one had the decency or professionalism to contact him afterwards to confirm that the vehicle was ready, or to provide any proper update. To make matters even worse, when my husband arrived at approximately 18:00 to collect the vehicle, the branch was already closed and there was absolutely no assistance available. This is beyond unprofessional and reflects extremely poor management and a complete lack of customer care. Thankfully, the security guard was far more helpful than your actual staff. She contacted the manager on duty, Ori to inform her that my husband was stranded outside the branch and needed to collect the car. Ori initially agreed to come and assist, but shortly afterwards she changed her response and said she could not come because her colleague could not come. This excuse is unacceptable and honestly embarrassing for a manager. A manager’s job is to resolve issues, not avoid responsibility. It is extremely disappointing that Toyota Sinoville employs management that is unwilling to make even the smallest effort to assist a customer, especially during the holiday season when we had travel plans and commitments. This is not only lazy and negligent, but also shows complete disregard for customers. This inconvenience has cost us emotionally and financially. The house keys were in the vehicle, which my husband urgently needed as we work different shifts. Because of your incompetence and lack of communication, we were placed in a stressful and unnecessary situation. We also had plans to travel on Friday for an important ceremony that we cannot miss. Your branch has disrupted our entire schedule and forced us to make alternative arrangements at our own cost. I had already filled the vehicle with petrol, and now we are forced to spend additional money that we did not budget for, purely because your branch failed to do its job properly. What makes this situation even more unacceptable is the fact that this is clearly not the first time Toyota Sinoville has inconvenienced customers in this manner. My husband personally knows someone who experienced a similar situation at your branch. This suggests a repeated pattern of poor service and a serious lack of accountability. Quite frankly, the service we received was pathetic and completely unacceptable. No customer should ever be treated with this level of negligence and disrespect. Toyota Sinoville has wasted our time, caused unnecessary stress, and demonstrated a shocking lack of professionalism. My husband was told he will get the car on Tuesday 0n the 07/04/2025. Which is very much unacceptable. 5 days without a car. This really disappointing. Regards Ana