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December 2023 by Robert Kennedy
Part 1. Disappointing. In conjunction with my scheduled 2:30 PM service appointment, made online in a very convenient and efficient process, I arrived in the service queue at approximately 2:25 PM, a few minutes early.Upon arrival, I had rolled down the driver's door window in order to engage with the impending arrival of a reception official (RO). Shortly after arrival, an RO came to the driver's side of my car with his I-pad device and immediately began to photo the VIN. I was surprised by an absence of a greeting, smile, or even eye contact. A few seconds later, he commented, "Hello." Note, it wasn't what I would consider a more business appropriate, personal greeting, such as, "Good afternoon, Sir. Welcome to Gullo Toyota. (Wouldn't it have been really nice to have said, "Merry Christmas or Hope you had a Merry Christmas!") How may I help you today." I told him my name and that I was here for a scheduled service appointment. He then issued bland, formalized, impersonal guidance and direction, never calling me by my name or any form of pleasant human interaction, "... leave the key in the car ... follow me." I complied, exited the car, and followed him to the Service Advisor (SA), who was on the phone. This was extremely disturbing and weird, commensurate with the feeling that I was not welcome or in some form of trouble for doing something wrong. Upon entry into the SA area, the RC paused, apparently to determine which SA was available, and upon some decision, the RC simply pointed to one of several SAs in the SA area, implying for me to report to him. The RC then departed without comment, smile, or eye contact, such as, "OK Mr. Kennedy, your SA, Kenny Johnson, will now take care of you. He's on the phone with a customer now, but he will be with you shortly. Have a great Gullo Toyota day and a Happy New Year!" Heck, 1/2 or even 1/3 of the aforementioned suggested verbiage would have sufficed! So, after having gone through this, I commenced the next phase of today's Gullo Toyota service experience. Continued in Part 2. Contact me if interested.
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December 2023 by Micheal G.
My experience On November 11 2023 I ordered a 2024 Camry trd in underground grey Got a phone call December 7th got a phone call it was in I went to the dealership and noticed some marks on the bumper and brought it to the attention of my salesman Puneet Kapoor he assured me that it was glue and that he will get it taken off. I told him let me know tomorrow he sends me a text message in the morning that the bumper is good and assured me that the glue has been taken off I have text messages that reflect this information. I had to the dealership on December 8 to pick up the car. It was freshly washed and still kind of wet so I quickly looked around and didn't notice anything wrong at the time with the car being wet. I went inside, signed all the paperwork and left. got home and parked the car in the garage. Two weeks later, I bring the car out of the garage to wash it and I noticed flaw in the bumper on the driver side bumper. There is many holes and rough marks as well as orange peel above the panel over the bumper on the passenger side. There is a huge what looks to be like a big glob of paint on the bumper. I immediately drive to the dealership where I head over to the collision center, and speak with someone who told me to go talk to my salesman who sold me the car, then found Mr. Puneet and told him the situation he takes me to a man named Johnny that looks at my car and tells me that is a defect from Toyota that he may not even be able to get it out I told him I wanted it out and he said talk to his manager, which then I was directed to Michael Cortez, who came outside with paperwork and looked at my bumper and said if I was in a collision and he were to fix my car and I was not satisfied with it in it's current state that he would not fix it. He then called me a perfectionist and said that the Toyota plant is a dust free environment and his paint booth is over $100,000 that it would be impossible to not have imperfections after he gets done painting, then he proceeded to explain to me that this is how cars leave the Toyota plant and they have machines and robots that paint imagine how it would look if humans were to paint it, he advised me that he has been in the business for over 20 years and even if he were to get my bumper painted that there is no way for the colors to completely match because it is from factory And he wouldn't be able to match it perfectly. I told him well I need it to be fixed. I am not trying to be difficult. I bought a new car and I want it right I could tell he was not pleased with my decision because he was trying to deter me from getting work done on it afterwards he gave me his business card And I left I feel uneasy about Toyota working on my vehicle due to the fact that it seems like they are trying to cover something up and mislead me I called the corporate office of Toyota on December 9 and told them about the occurrence that happened. They gave me a case number and assigned it to a case manager. I also called Gullo Toyota to see if I can speak with Mr. Tony I was forwarded to a manager named Sean, which I explained my situation to him and as of now December 29 I have not received a phone call back
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December 2023 by Phoenix832
I arrived about 30 min early, and they were able to get right to me. Everyone is helpful. I believe I checked in with Anthony and out with Emily. Emily took time to explain everything and answer my questions. It is a wonderful experience every time I visit.
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December 2023 by Deb Borjas
They did an excellent job and Professional! They even drove my car home to me as I couldn't go pick it up! What a great bunch of guys and Gullo Toyota! I love the service! I won't go anywhere else!!Thank You Spencer and Gullo Toyota!!
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December 2023 by Juan Monagas
Excellent customer service, I was very pleased and well taken care of by the excellence and professionalism of the service advisor (Benjamin), He provides confidence, has extraordinary communication skills and pleasant personality. Thank you Benjamin you are as great as Kenny who is also an awesome service advisor.Merry Christmas ? to both of you.
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December 2023 by dm h
Always great service! Thank you! I only ask one thing. Could you please set my dashboard to the setting I had? I don't carry a 16 year old in my pocket and my support dog isn't up on technology. I can't figure put how to get the digital speedometer back!?
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December 2023 by Brenda Venn
I was happy with the service, but they changed settings on my console and didn’t change them back. had it set to my liking. I’m having trouble returning it to my settings.
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December 2023 by Krystal B.
Noah was great throughout the purchase of my preowned RAV4! Very efficient and knowledgeable, made the whole process a breeze. Colby also helped with the delivery of my vehicle (Noah was off when I picked up) and was also just as friendly and helpful! Rare to find sales people who truly take the time to make customers feel important. Great job guys! Even the front desk ladies were both very kind.
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December 2023 by Tim
Two separate occasions:First, wife went for oil change and tire rotation. Got her paperwork stating they change oil and did a full inspection of the vehicle. While on her way home her tire pressure light came on. Turns out multiple tires needed more air. Looked at the paperwork and according to the paperwork all the tires were set and checked. Simple task got neglected or some one really just pencil whipped the paperwork.Second, we bought new tires from here. Turns out we got a bad tire (hole in the side). No big deal i head back in and get it replaced. Turns out i had to pay labor fees for this 44 dollars worth. I ask why i am paying labor for this when i believe this should be a courtesy. I go to leave and i check the tire pressure using the car system. Turns out they put 46 psi into the replaced tire and didn't bother to put it at the recommended 38. All other tires had vastly different levels of air in them. One was 41 and the other two were mid 30's. I go back to the dealership and show them that even in the invoice it says tire presser check.I know that my knowledge of cars and mechanic work is minimal but wow, this is base level tasks that everyone should know when they own a car.I cannot trust GULLO Toyota of Conroe anymore. I will have to make sure to never go there for anything, even if it were free. Make sure you double check their work and get a second opinion on pricey work that needs to get done. Discount Tire would have done all of this for free and the technician will actually talk to me, not just a middle man.
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November 2023 by Christine R.
I bought my truck from them back in 2001, and I got a really good deal. I contacted them regarding a RAV4, XLe premium, and ask them to send me the invoice. Chase Grice insulted my intelligence. He sent me an offer. That's not what I asked for. I know what the invoice is on that vehicle because I did my research. These people are trying to rip me off and that is my opinion. I had a great experience with him over 20 years ago, but clearly they're not the same company anymore. I asked to speak to the GM at least twice. Still no phone call from the GM. They have their vehicles marked up about 5000 over invoice. That is my opinion. That is what I've researched and found out. They are still making money even at 5000 under invoice, again my opinion and based on my research. What was really shocking, is the dealership added about $2000 and crap I didn't want on the vehicle, nor did I asked for it. Needless to say, I'm not going be doing business with what I consider such a corrupt organization. It's too bad that they've gone down the toilet. They were great at one time, but not anymore. As you can see by the attached photographs, the sales manager wasn't even listening to anything I had to say. I tell him I no longer live in Houston, and he insist that I come in. That's almost a 5 Hour Dr. and I'm not driving that far without having a deal in place. This shows you how grossly incompetent he is in my opinion. Why would anybody drive all that way without a deal in place? Why does he think that as a woman he has a right to try and take a vantage of me? Does he think women are stupid? Is this really a dealership that anyone wants to do business with? This is how they treat you over the Internet, I'm sure it's much worse in person. Do not bother with this dealership.
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October 2023 by Mark G.
After personal experience with 4 different year model tundras,two of which were bought at gullo of Conroe. Anything newer than the 2020 is junk. And do not let Gullo install a lift kit, they didn't tighten the 8 nuts on the shock towers on my '20, and wouldn't stand behind it when the left front axle jumped out on flat ground after putting a 3n1 level kit on my '22. PALESTINE FORD is where I went for a new FORD truck. Good riddance GULLO and TOYOTA
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September 2023 by Cat F
I was very disappointed in my service today, starting from the beginning to the end service and communication was awful. I have a new 2023 Toyota Highlander Hybrid that I brought for it first service (and last at this establishment) I made an appointment got there 20 minutes early and was told it shouldn’t be more than an hour, it was over 2 hours before I got my car back. Neither clerk was very friendly, more like I was a bother. When I checked in I mentioned for them to check one of my tires, seems to have a slow leak, no one bother to check in with me about the tire having a nail in the sidewall that they could not patch until they came to tell me my car was ready. Typically if you have something you can’t fix you would show it to the customer and make decision if the customer would like to replace the tire, that was not even optioned to me, until asked and I was told that they could do that now! After spending 2 hours in what was suppose to be 1 hour, I opted out and I would get someone else to look at my tire. As we proceeded to the car I asked “Did they at least mark the tire or paperwork showing where the nail was?” Not only could he not speak to that he couldn’t for sure tell me during the rotation of tires which of the tires was the tire that had the nail! He said “I assume it was the back passenger tire that went to the front passenger side is the trie?” I said, “Really?!” He said well I guess I could have you pull back up and we can check. I declined! As you can see from this lengthy review, the whole experience left a bad taste in my mouth! But getting to the question how can I improve, costumer service!
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September 2023 by R GTZ “Rogelio”
Arrived without an appointment for a 5k-mile service on my wife’s Camry. I was immediately approached by a Gullo Toyota Rep. who escorted me to Mr. David Flores. The scheduled service requirement was clearly explained to me and the estimated time of completion was right on the dot. Free wifi, coffee and water in a very clean/comfortable waiting area made the start of my day a very pleasant experience.Thank you very much!Services: Tire rotations
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September 2023 by Cat F.
I was very disappointed in my service today, starting from the beginning to the end service and communication was awful. I have a new 2023 Toyota Highlander Hybrid that I brought for it first service (and last at this establishment) I made an appointment got there 20 minutes early and was told it shouldn't be more than an hour, it was over 2 hours before I got my car back. Neither clerk was very friendly, more like I was a bother. When I checked in I mentioned for them to check one of my tires, seems to have a slow leak, no one bother to check in with me about the tire having a nail in the sidewall that they could not patch until they came to tell me my car was ready. Typically if you have something you can't fix you would show it to the customer and make decision if the customer would like to replace the tire, that was not even optioned to me, until asked and I was told that they could do that now! After spending 2 hours in what was suppose to be 1 hour, I opted out and I would get someone else to look at my tire. As we proceeded to the car I asked "Did they at least mark the tire or paperwork showing where the nail was?" Not only could he not speak to that he couldn't for sure tell me during the rotation of tires which of the tires was the tire that had the nail! He said "I assume it was the back passenger tire that went to the front passenger side is the trie?" I said, "Really?!" He said well I guess I could have you pull back up and we can check. I declined! As you can see from this lengthy review, the whole experience left a bad taste in my mouth! But getting to the question how can I improve, costumer service!
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August 2023 by George K.
My car is only six months old and called to come in for oil change. I pulled in and told by a service rep that my car needs "front end alignment" for $200. A total scam-don't fall for it! I'm trading in my Toyota just to avoid these dirty scammers in the future.
