Stevinson Toyota West Service

Andrew McFarland

★☆☆☆☆

a month ago

I usually have a good experience, but the last time I took my 4Runner in for an oil change they didn’t put the skid plate on all the way. It’s currently hanging down underneath my car because only the front bolts are attached

Peyton Lucey

★★★★☆

2 months ago

Got an oil change and my 5,000 mile maintenance! Overall pretty good experience, the car was returned in the same condition but better so no complaints there. My appointment was for 12:30, however when I got there there was a long line and ended up being a bit of wait with no employees to be seen. Had I needed to be somewhere this would have been more of an issue but it’s still the reasoning for my 4 stars.

Lemon

★☆☆☆☆

3 weeks ago

They refused to fix a problem they created with my vehicle- I had a receipt of my last date of service by them they had rotated my tires and screwed the lug nut in incorrectly to where my husband tried removing it and it sheared clean in half. We brought the nut itself to show staff and had a receipt of the last date it was serviced by them as proof they were responsible. I have not had my tires rotated in over a year due to decreasing my hours at work because of physical hormonal illness and did not have the extra cash to take it in for a tire rotation, just had my husband change the oil for me. I am in my first trimester of pregnancy, we drove into the service department after being assured over the phone it would be taken care of. Just to be verbally berated by staff and told to get off their property, and shamed publicly in front of all other staff and customers for not having a more recent tire rotation. Never took responsibility or apologized for the mistake let alone offer to fix it. Caused my husband to go off. Now I’m driving in a vehicle PREGNANT with a lug nut MISSING because I don’t have the extra cash to spare to fix a mistake that I’m not responsible for. No one else has serviced the car. The way we were treated with disrespect and lack of compassion is disgusting and other customers were also complaining about their service experience with these employees while we were there. I’m disappointed because I love my RAV4 and purchased it from the Stevinson East location and had a great experience with buying the vehicle. We already know dealerships will take full advantage of you but this is just negligent and unsafe on behalf of their service department and they need to be ashamed of how they treat their customers. If you see a taller guy with silver hair and a disgusting brown snaggletooth ask for anyone else to help you with your car. I am considering taking legal action against them.

Ray Goodhart

★★★★★

2 months ago

I went to Stevinson Toyota for an oil change. They advertised a great deal for the service, which included a checkup on other vital operating systems. The only problem I encountered was having to wait about an hour to get served, followed by almost two additional hours of waiting for the service to be completed—even though I had made an appointment for a specific time and had not asked for any extra repairs. Now, you may be surprised to know that I am giving Stevinson an excellent rating. They have the best waiting area I’ve seen at a dealership. It was large, well lit, and had numerous amenities. Besides multiple options for coffee, tea and other free refreshments, there were numerous reasonably priced food items available. It was like a corner snack shop. The seating areas were very comfortable. There were multiple Internet stations available to do work. All employees were super friendly. I understand the wait would have been a problem for many. But being retired and always having audio books, my phone and a plan to take my daily exercise walk in such situations, I actually welcomed the pause in an otherwise busy schedule. I could have done without the initial wait in my vehicle, but their fabulous offer (expiring in two days) attracted more people than expected, and they didn’t turn down anyone, which was very poor planning on their part. Nevertheless, my satisfaction with the treatment I received overshadowed the time waiting to get served. My technician, Ryan, was extremely knowledgeable, personal and accommodating. I received a multiple-paged document following my service. I was not pressured for “upsells” and the final cost was exactly as advertised. I couldn’t have asked for a better time, despite the wait. I am always be prepared for such delays in my day and would hope that the dealership learned from the response. The scheduling could have been handled a lot better, but the price and comfort made up for that error. I hope they continue those offers for routine maintenance, but expand the time period for accepting appointments.

Collyns Stenzel

★★★☆☆

2 months ago

For the first time, since purchasing our 4 runner in 2024, I had a pleasant encounter with a service advisor. Brought my vehicle in for an oil change to which we pre-purchased a package. Everytime we have brought the vehicle in they try and charge my wife when she goes, they don’t tell her when the car is done, and they are rude to her. So I brought the 4 runner yesterday to get the oil change, and lemme tell you, she’s not wrong. MOST of the service advisors look over worked and under paid. It’s almost like the system they work under day in and day out is broken. But that’s for them to fix and me to point out. Normally you get text messages from the how ever many point inspection you get, we got no messages. After an hour I started paying attention to the outside lot to see if my car was there and ready. @ the 1 hour 10 minute mark I see a technician pull my car out, park it and then walk the keys to the service advisors desk. I kid you not, the service advisor didn’t return to his desk for over 20 minutes. So we’re now at 1 hour 30 minutes, I don’t know about you but my day time is important, I have work to do, they also have cars to service so you would think getting the vehicle in and out would be a priority but it wasn’t and where was the service advisor? Who knows, I never saw him after I gave him the keys 1 and now 40 minutes ago. I walked into the office and was greeted by another service advisor, who to my surprise wasn’t a grumpy thump tack like the rest of them we have encountered, but was quite pleasant. I explained my issue and that I came to experience what my wife called the most disorganized service process in all of Colorado and she was not wrong, no text message updates, missing service advisors, grumpy faces. Well, Mr. Lobato was the first service advisor to listen to what my experience was and has been, offered solutions and not dismissal or denial, and for the first time in over two years I felt like I would want to come back and see if this service department could redeem itself. He was able to check me out and get me moving. Meanwhile, I never saw that first service advisor again…. to the issue with this place. THEY NEED A CASHIER TO CASH OUT SERVICES. The service advisors should be the face of the service department. And while they are out being that service advisor, when vehicles are done, the service tags need to go to a cashier who will promptly message the customer to come to the cashier to pay their bill and be on their way. Would have saved me over a half hour in my day and I would have never had to write this review cause I would have been a happy customer and not sucked into the vortex of crappy service processes. Buyer beware, pad extra time, this place doesn’t have a 3.3 start rating cause a couple bad apples. It’s pretty much all lows except for a couple service advisors with the right attitude.

Brenda Zajicek

★★★★☆

2 months ago

The Service Managers are pretty straightforward on potential repairs needed and costs. I like the fact they are willing to work with you on repairs and associated costs. The only reason I didn't give them 5 stars is the wait time to have the maintenance done on your vehicle. I dropped my car off at 9 am, and it didnt get done until the end of the day. Because I had prior commitments, I ended up leaving it there overnight snd picking it up the next day. Since this is such a busy service center, they should allow more time between appointments so that customers aren't having to wait for hours.

Justin Gasman

★★☆☆☆

2 months ago

Was told we can’t accommodate your recall because we’re busy. I said I made an appointment m. He said it takes 6 hours to do. We will have to reschedule you. Why make the appointment. I live in Breck and was in BV but drove down tor it. Then I had to wait 3 hours for a 1 hour estimated time for the 20k service. After I asked if I was ready, they were they able to produce my car. My third visit and every time I go, there’s always an issue.

Ashley Rund

★☆☆☆☆

Edited 2 months ago

Please respond if you have noticed that they take longer to service your car or push off service until after the warranty/service has expired. Truly abysmal. Others may want to save both time and money. A 2023 Toyota RAV4 was purchased approximately one year ago at 38,000 miles. Since that time, the check engine light has been illuminated more often than not, disabling basic vehicle features such as cruise control and driver assistance systems. Within the first month of ownership, the vehicle was taken to Stevinson Toyota West after the check engine light appeared just days before holiday travel. The vehicle remained there for over a month while a rental car was required to travel out of state. A “full diagnostic” was reportedly completed, and the issue was identified as a faulty gas cap. The check engine light has since returned repeatedly, each time attributed to the same gas cap, no one ever gave me the option to replace it. After continued failures, an independent service professional identified an EVAP system leak and indicated it should be covered under warranty. When this information was brought back to Stevenson Toyota West, an additional $150 diagnostic fee, a gas cap that I had to request and gladly paid for, still without resolution. During that same visit, recommendations were made to replace tires, struts, and shocks due to “wear,” despite those components having been replaced approximately one week earlier. This raised serious concerns about the reliability of the inspection process. The check engine light is now on again. It was communicated that nothing further could be done unless the vehicle was physically returned to Colorado and that the light should simply be “reset” while out of state—despite the fact that reputable service providers will not reset a check engine light without first performing a diagnostic. Diagnostic fees and gas cap charges were incurred at approximately 48,000 miles, even after it was clearly stated that returning before crossing the 50,000-mile warranty threshold would not be possible. The service manager personally installed the most recent gas cap and stated the vehicle was “fine.” It plainly was not. At this point, this reflects a pattern of misdiagnosis, unnecessary charges, and poor warranty handling rather than an isolated mistake. This experience is being documented, and information is being sought regarding whether others have experienced similar issues. Update:
The vehicle was taken to a local Toyota dealership, where the issue was immediately diagnosed as an EVAP system problem. The correct part has already been ordered and is scheduled for delivery tomorrow. The dealership completed the diagnostic, handled everything efficiently, had the customer in and out in under two hours, and even washed the car before sending it home. The repair is expected to be completed by tomorrow afternoon. I called Stevinson to confirm the problem was what I expressed, to which they replied “you only had two issues when you left and now you have 10 based on this morning”. Again, to which I replied “I told you the problem, tried to give you my business and you advised me drive cross-country in an unsafe car”. The contrast in competence and customer service was stark. After 4 business days- their GM has still not called me back. They have changed “service advisors” 3 times in the last 10 months; leading me to send a message to the BBB and the COAG. Update 2: after attempting to reach Jeffrey directly, 3 times, based on his information below, he isn’t available. It’s a generic number and when you ask for the operator after request and response, it puts you right back into the circular motion.

elizgolden1

★☆☆☆☆

2 months ago

I brought in for a service maintenance on a service contract. I left my car in the line with the keys in it because I had waited in line for 25 min and had to go. I told the person checking cars in he asked which car and I pointed out the car and he said okay. I came back after 2hrs( the max time they said it would take) and calling 2x and being told I would get a call back and never did. The car had been pulled back and parked but not taken for service. The excuse is that they didn’t know who the car belonged to - the car was not only purchased there but has a 10 service contact purchased there. In addition, I have been taking my Toyotas there since 1998. They could call /look up whose car it belonged to ????? Then after I had a meltdown they said they could finally take the car back , could give me a ride home but back , could do it 45 min. I had no choice but to leave it there as they are the only ones who can work on it as it is an EV. In the end my 16 yo pooped and peed on our carpet b/c he was trapped in the houses both 1.5 hrs and I was late for work . Ever since Covid the service has gone down hill , don’t call, difficult to get an appt, increased prices , no car wash, no snacks or drinks while waiting , no shuttle service. But alas I have no choice until I can purchase a non Toyota vehicle -soooo sad and angry

Ronald Rathbun

★☆☆☆☆

a month ago

Took our RAV4 in to have an oil change and tire rotation. Had an appointment and arrived at the appointed time. Had to get in line with everyone else and waited over 2 hours. Evidently, taking the time to make an appointment is of no use or advantage. Not a good motivation for a return visit. Also, they had a special price for the oil change which was not granted until I asked for it. It should have been granted without having to ask. That, also, is not conducive to a return visit.

Joe DiTommaso

★☆☆☆☆

a month ago

Maybe I got the wrong adviser but I was the worst dealing I’ve ever had. Price of repair went from $1200 to $3000 then to $4700 before picking my car up. They (Chris) never texted or emailed me on its progress. Went from next day to a week then two weeks. They never did all they promised. I went to the service manager for help but none was given. I was taken. I actually could not believe a major Toyota dealer was so slipshod. I could never recommend them to anyone.

Amanda Valdez

★☆☆☆☆

3 months ago

I wish I could give zero stars. Awful experience at this location. This was my first time taking in my car for service here. My husband bought his truck from here (and I bought my car from Stevinson Lexus just across the street) so I thought I would try them for an oil change for my car as Lexus is very expensive for service. I booked the appointment online and when I pulled up day of my appointment, I proceeded to wait for 30 minutes for someone to even acknowledge me and check in my car. What is the point of an appointment then? When I scheduled the appointment online, I also requested the shuttle service to drive me back to work while my car was getting serviced and then take me back there once my vehicle was done. They had both my phone number and my husband's on the account. I repeatedly told them to use MY phone number to contact me and told them my number several times. My service advisor also told me to call him to schedule the return shuttle back to the dealership from my work before 5 pm. I tried calling SEVERAL times and leaving a voicemail with both my advisor and the main service line to schedule the return shuttle. I started this process several hours before 5 pm (which I guess is the cut off time to request a shuttle, or so they told me). Not a single person returned my calls, I was not able to schedule the return shuttle, and I had to ask my boss to drive me to the dealership when we got off work. I get there and my service advisor is not in his office. I had to go to a different office and talk to someone else about what happened. He tells me the phone number they were messaging all day, and it was my husband's. I specifically told them my phone number when I dropped off my car and my advisor failed to use that as the contact number. But even then, I don't think I would have gotten a call back to schedule the return shuttle. They had even sent the initial Uber ride link to my husband for my ride back to work and I had to tell the advisor I never received the link for my scheduled ride. You would think after that, he would have made sure he had the correct contact number. My husband said he received that link and I told him to disregard it and that I had the guy send it to me. So all the texts my husband got all day long, he ignored because he thought I had gotten it sorted out and that the service advisor updated the phone number to mine (or that they were texting both numbers since both were on file). Turns out, the advisor left my husband's number in the cell phone field and my cell number in the home phone field of their system so only my husband was getting text alerts about the status of my vehicle. Awful, awful, awful experience. I was in the dark all day long about if my car was ready, how was I going to make it back to the dealership, etc. The other worker got me connected with my service advisor a little while after I arrived back to the dealership. My service advisor acted like he could care less about the experience I had. Why wouldn't he check those voicemails from me and go oh, *lightbulb* this is one of my clients today. Maybe I should call her back. Especially when he was expecting my call to schedule the return shuttle. What if my boss couldn't drive me back to the shop? What if I couldn't afford to Uber back to the shop? You want me to walk several miles in the dark down busy 6th Ave? All I can say is do better. Your customer service is appalling. When someone makes an appointment with shuttle service arrangements, honor the appointment time as best as possible. Make sure the shuttle service is handled both from and back to the dealership. Check your voicemails and respond to your clients in a timely manner. Ensure you have the CORRECT contact information. If I am dropping off my car and paying for a service, texting my husband who is across town from the dealership is absolutely useless. If anyone is considering taking their vehicle here for service, run far, far away. Even if you purchased a vehicle from them, I would take your business elsewhere.

Cody Mumaugh

★★★★★

2 months ago

I recently got my accessories that I paid for get installed on my car. The service advisor Levi was super communicative and was with me every step of the way. The installer tech Andre went above and beyond when it came to installing my dash camera, he wanted to make sure everything was placed the way I wanted. Both of them were awesome!

DeoNoree Dizon

★★★★★

2 months ago

Our advisor Miguel is friendly, professional and made our first visit a good experience. We had an appointment for the 10k free maintenance and he offered to also do the recall fix without the longer wait other dealership would take. We like the location close to the mall and got a courtesy van pickup.

Ryan Ely

★☆☆☆☆

a month ago

Very disappointing…Again… First time down for this service appt they told me over 4 hours for an oil change and tire rotation at which point I rescheduled and reserved a rental car for the next appt. When I got there for the second go around the first thing they said as they always do “We’re really backed up and your vehicle may not be done by end of day.” I said “that’s why I reserved a rental” at which point they informed me they didn’t have any rental cars available, even though I reserved one.. Every time I go there it’s a hassle. This one was special though, really shined a bit brighter than all the other gems. Only reason I go back is to keep the perfect track record and paper trail in tact for my vehicle. No Bueno

Trevor

★★☆☆☆

2 months ago

$120 to diagnose an issue with a power trunk liftgate (hourly rate is over $200). At least they diagnosed the issue correctly. Quoted $1500 for the repair. A quick Internet search, $70 in parts and I did the repair myself in 30 minutes. Won't be going back here again...

John Luna

★★☆☆☆

2 months ago

Service used to be great. Last two times I was in have not been good. This last visit I dropped off my vehicle for my scheduled 8:30 am appointment and they called me at 2:30 to tell me they were not going to be able to do any of the service I had scheduled and that I needed to leave the vehicle another day, which I could not accommodate. The prior visit they forgot to fill oil after oil change and when I started the vehicle it shook violently. They filled the oil and told me to monitor the vehicles performance. I would prefer to use Toyota service but am not sure what to do.