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August 2023 by Briana Foster
Unfortunately, my vehicle left the service department after 3 hours today with the same issue we brought it in with. The staff were very friendly, but they were very busy and it seems they weren’t as thorough as they could have been. Told us they couldn’t recreate the sputter that happens when my car reaches 15-25mph. I asked if they hooked it up to the diagnostic tool and the gentleman said, “They had it for 3 hours so I’m sure they tried everything”. The bill does not specify if they did or not. Thankful they didn’t charge us the quoted diagnostic price of $155, but disappointed we wasted 3 hours to be told there is nothing wrong. The issue happened for us again the moment we pulled out of their lot ?. Again, not saying I wouldn’t recommend them because I believe they just had an overwhelming day but just a bit disappointed.
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August 2023 by Justin Quinn
Sales were decent. David from finance was not professional. Answered personal text messages while with me. Tried to sell stuff not needed. I understand being a salesman, I work in the industry. Just don’t have stupid props and read off of a script.
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July 2023 by Mike Weston
Despite all the construction going on—the service was great and friendly as usual. Michelle did a super job registering customers and keeping them informed during the wait.
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July 2023 by Don M.
Just had my Avalon serviced and was pleasantly surprised with the service I received. Checkin was easy and quick, communcations on progress was timely, and car was ready fairly quickly. Payment and pickup was also quick.Thank you IRA service dept.
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May 2023 by Sandra M.
Similar experience in service department: repair shop manger took my mechanic off my vehicle to work on another that had to be out by 2 pm. My 1-1.5 hour brake pad and rotor job took 3 1.5 hrs. Ben in service area did not apprise me of the wait nor contact me at all about the delay. Some customers are treated better than others. There does not seem to be any performance evaluations...the customer is not important and communication and coordination from scheduling to shop work is poor. OVERHAUL AND REEDUCATION and supervision needs to happen: 2 1/2 stars for service is a forewarning to anyone scheduling service. Short staffing is not an excuse. the customer is important. Shop manager and Ben need retraining or a new position. If Toyota corporate is aware, something may change but like others whose time is wasted and disrespected, I will not return. Next closest Toyota is NH and Portland. Jessica, service director needs to step up supervision and eval. One employee in intake lanes sitting on chair looking at phone. Jess was in the office chatting with a male employee when I needed to report my concern: Check on your customers. Go out and greet them in the waiting room. Check with Ben and his tasks, check shop manager, check wait times. See if customers are notified of progress on their vehicle. Service department will continue to receive poor reviews unless something changes.Look past reviews and see what's wrong with service. Contact those people who gave poor reviews. Does Jessica's service greeters and schedulers make a good appearance? One, yes. These people who handle the paperwork are the ones who work closest with the customer. Ben did not know what I was in service for and told me the engine noise was from the rear brakes?? What? I cannot return. Mechanic was excellent...Corey.
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May 2023 by John Riley
Great service and prompt. Ben, the service writer was awesome
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February 2023 by E H.
I wanted to update the Nav system in my 2014 Toyota. I call, and they tell me they have the part. (A chip). They tell me I can "just pop it in," and no appointment is needed. I insist that someone needs to install it, because there are no instructions available. "Just bring it in," he says, "and we'll pop it in. Takes 2 minutes. " I should have known right then. I arrive, buy the part and go to the service desk. "Oh no," says Amy, "we never do that." What a surprise. So, they take it to install, and 40 minutes later I get a text order, that it will cost $487 when they get the part. That's a huge uptick on a $169 part and half hour install. So, wrong part, Amy says, and the new part when/if they can get it, will take 2 hours to install because, reasons. Uh, no. Service manager agrees to "eat" an hour. The part is back-ordered and now Amy, who is out til Friday, is the only one who can order it. Once again, a dealership demonstrates how bad service can be. I will update this review when/if anything happens.
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December 2022 by Bruce L.
Worst experience ever! I went to Ira Toyota for an oil change, alignment, and rotate tires for my 2018 Toyota Tacoma. It took well over 3 hours of waiting and the charges were through the roof. The total bill was just under $400. To top it things off they forgot to replace my engine air filter! Then they wanted to charge me $188 to replace one back-up bulb...I went to NAPA and bought one for $2.75 and replaced it my self in less than 5 min. This is the last time I will ever buy a car or truck from these guys...they are a total ripoff.
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December 2021 by Tara K.
10k mile oil change appt at 11:45AM for a 21 Tacoma. Added on a tire repair order. Figured maybe an extra 1/2 hour tops for that. So I am thinking maybe 12:45-1:15 I would be done. It wasn't ready until after 315PM. Watched several other people come and go. Super frustrating. All oil changes. Sorry but over 3.5 hours for a simple oil change and a tire patch job?? Why bother having appts? If you're busy then don't schedule so many. Simple. Never got updates. Watched service people playing on their phones.. I had to go and ask what was taking so long. They then said that I needed an air filter and gave me a measly like $5 discount for the very long wait. Just added more time to the service. I typically go to another dealership but they were booked this week. I will wait next time for an appt there Vs driving from York to Saco for a 3+ hour oil change. NEVER again!
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February 2020 by Amybeth H.
I would like to take a minute to thank Prime Toyota Service of Saco. I brought my 2015 Corolla in for 60K check and the Service Adviser ("April") was incredibly straight forward and honest. She mentioned that although I was getting my 60K check, I wasn't actually due for an oil change for another 5K. I appreciate that honesty. Then, April, the mechanic and the rental person worked very closely with me to get a loaner, since it turned out that my 2015 had a "potential" recall for the airbags in the future. They made sure I was safe, and gave me a nice loaner and said they would let me know when my vehicle was ready. I was MORE than pleased. I have purchased five Toyotas in the past 12 years, two from Prime, and they will be my next purchase to be sure. Thank you, April, and I'm sorry I forgot the Mechanic's name and the Rental Associate's name, but you were all AWESOME!!!
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October 2019 by Amy C.
This is one of the better service departments at a dealership. I had a pretty big overhaul done in my 2007 convertible. The work was done quickly and at a reasonable price. They have great people working in the service department. I really liked their waiting area. I definitely would have work done here again.
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April 2019 by Lala Love ..
I just needed a simple headlight replaced. Service department quoted me one hours worth of work for $125.00 plus the cost of the bulb $30.00. They were going to charge me $155.00 and make me wait around for an HOUR just to replace a burnt out headlight bulb. Unbelievable isn't even the word.... a similar incident happened with a family member who also no longer does business here
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February 2019 by David B.
I purchased my first Toyota Prius at a New York dealership since my car at the time had so many problems that I knew I could not get back to Maine safely. I had that Prius serviced in a dealership in Brewer (Downeast Toyota) and was pleased with the service. I then discovered Prime Toyota of Saco and was blown away by the caring and quality of service. Somehow they made me feel so much more of a valued customer. I have never had a problem in any way, so much so that when I decided that I wanted a new car I purchased my next two at Prime in Saco. I purchased them to upgrade the model that I had, not because of problem with the vehicle. The service department is exceptional and responsive to my needs. When rodents made a nest in my car, April not only provided excellent service, but helped me put in a claim with my insurance company and arranged for a loaner car. David and all the service managers go out of their way to be helpful, informative, and efficient. Purchasing my car was made so easy and Wendy Lewis spent considerable time showing me all my options in upgrades without the promise of a sale. Mike Horowitz as business manager at the time was on my side to get me the best possible deal. Ira Rosenberg (the owner at the time) even gave me his personal cell phone number in case I had a problem. His son, David, now is managing the Prime locations. This dealership makes you feel so valued as a customer and performs top notch service to your car.
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September 2018 by Dan G.
Purchased a Scion TC for my daughter years ago. Come to find out it had a recall for oil burning. That's not the problem as it's been a great car. You have to bring it in for a test to see if it has the problem by 150,000 miles. They change the oil, seal up the engine, then 1,200 miles later you bring it in to see if it burned at least a quart or more of oil. If it did they do an engine job on it. We brought it in just before 150,000 as it was burning a quart of oil every 500 miles. They tested it and said it passed. We scratched our heads and asked them to test it again. You can request a second test per Toyota instructions. They did it and it failed miserably just as it should have the first time, but it had gone just over the mileage limit. They wouldn't honor the recall. I tried to plead our case to the service manager. He was stone faced. It's been months since then. I've warned dozens of acquaintances and relatives to stay away from the 'miracle mile' as they call all their dealerships. They scammed my daughter. I couldn't let that pass.
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August 2018 by Casey B.
Went to prime toyota a few months back to get my air bags fixed after them being recalled, and they told me that along with the air bags I had $300 worth repairs. I diecided not to have them fix any of the "repairs" because it was my first time at their shop and did not know them. Then I brought my car to my known mechanic and he said none of those repairs were legit and my car was perfectly fine. Prime Toyota was that I was a girl who probably didn't know much about cars and tried to scam me. I would never recommend them to anyone, be safe out there.
