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Review Highlights
“I took it back right away and Tony hooked me up with their internal Toyota rental car, free of charge to me.” in 23 reviews
“SF Toyota has, once again, been so wonderful, that I have to create a review, worthy of how well l was treated.” in 51 reviews
“The whole team and particularly, Tommy Yu, were beyond excellent and went the extra mile.” in 6 reviews
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About the Business
Business owner information
![Photo of Frank C.](https://s3-media0.fl.yelpcdn.com/buphoto/kJO_1vlkleJAYdPORVO1ug/90s.jpg)
Frank C.
The San Francisco Toyota team is committed to ensure every customer that visits our Showroom or Service Center gets the upmost sincere customer service. San Francisco Toyota is an independent - local family owned business. Everyone has a choice where they can purchase a new/used vehicle and at the end of the day, people make their purchases from businesses and/or people they like and trust. That is why we sincerely care about our customer's experiences when they visit San Francisco Toyota. We believe in Toyota's philosophy "Kaizen" (Continuous Improvement). Our professional Sales, Parts & Service Teams are highly trained throughout the year and are "Toyota Certified". Product knowledge builds confidence and customer service grows loyal advocates. Since 2005 and including 2013, San Francisco Toyota has been awarded the coveted Toyota's President's Award. We thank our customers and associates for contributing their part in helping San Francisco Toyota achieve this prestigious award and recognition. Come visit San Francisco Toyota to experience our customer-focused environment. You are #1 with us. John Horton & Doug Donnellan Owners
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How much are brakes?
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Hello Kim, thank you for using Yelp to contact us. If you would like an assistant service manager to call you tomorrow morning after 7 AM, please provide me your phone number, and I will make sure that happens. Or, you can call 415-592-0889 after 7… more
Frank C., Business Manager
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327 reviews
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- Nuno M.San Francisco, CA153331Feb 10, 2018
Been wanting to do a review on this Toyota store but been busy.
My review is for sales, service, parts and beyond.
Let's start with sales. I originally spoke with Ken Go and told him what I was looking for. He was helpful in helping me choose the perfect truck. He then referred me to William Lui who would assist in finding the vehicle because it wasn't in stock. He called me and told me he found the vehicle. We agreed on price and I told him to go ahead and get it.
He called in a day or so to tell me the Truck was there and that I could come down and finish the deal. I got there and Ritza Shone in finance helped me. We did the paper work and was out of her office quick and painless. I then took delivery of my new Truck (a 2017 Tacoma DBL Cab Off Road 4x4 which I love!) William explained every little feature and how to use it. I was on my way! A day or so later I received an email from Doug Donnellan checking up on how I like the Truck etc. I replied that I love it but there was one issue I was having. The headrests in the rear were not working properly. When trying to adjust, they would just pull right out. They are supposed to adjust in height and have to detents to stop at each adjustment. I let them know I had made and appointment in service for the following week.
I can't remember if it was the same or next day but a guy named Russ Mobley called me. He asked me about the Headrest issue and offered to come to my work and pick the vehicle up to have it fixed. I was like "WTF" I have worked for many Car dealerships and we have never made an offer like that without a customer ranting and raving. Kudos to Russ! Russ also asked if it was possible that the Headrest were in backwards. I said I didn't think so because I had never removed them. Well low and behold, I checked and sure enough Russ was right. In my defense I had not removed them so if there were like that, it's most likely the Tech's fault that installed them. In SF Toyota's defense, the Truck was Dealer traded from another Dealer so they were most likely at fault. Anyway, problem solved, appointment cancelled. Fast forward a few weeks. The Dealership I work at moved to Folsom and 16th and Friday was to be my first day of work there. I park on the street and go to work. After work I go to my Truck and found the right rear Door Glass smashed out! Furious and Heartbroken at the same time. Time is around 4:15. I run back into work, and right away call SF Toyota Parts dept. A person named Deedee (sorry if spelling is wrong) answered the phone. I explain my situation and give her my Vehicle details. She tells me that it is after cutoff time for computer order but she will try to manually input the order and the part should arrive on Saturday. Next day part arrives just as Dedee said it would, I picked it up and had my guys install it.
Next one is for service. I called the Service Dept on Van Ness since it was close to me. I spoke with a gentleman named Mo Shurafa. He helped me order a Bed Mat and Net. He called the next day to let me know the parts had arrived. I paid for them online (which is super convenient by the way) I drove over to the Service dept. Mo was there waiting and handed me my Parts. I barely had to get out of my Truck.
Sorry for long review. If you took the time to read it you will realize what a fine establishment this is and give them a try.Helpful 0Thanks 0Love this 0Oh no 0 - Claudia L.Ingleside, San Francisco, CA01Jul 16, 2024
I want to commend the outstanding customer service of Toyota Parts of San Francisco because they go out of their way to assist their customers including me. I've been a customer since they were located on 2nd. And Geary Street. Their employees are a real asset for Toyota, San Francisco. I recommend to anyone who own a Toyota car, to get genuine parts offered at this location. Keep up the good work!
Best,
RicardoHelpful 0Thanks 0Love this 0Oh no 0Business owner information
Frank C.
Jul 17, 2024
Thank you Claudia (Ricardo) for the 5 Star Yelp Review and the kudos towards our Service Team. We thank you for being a loyal San Francisco Toyota customer since our service department used to be at 3800 Geary Blvd. We appreciate you taking time to share your experience. Thank you again. All the best, Frank A. Celaya (Customer Relations Manager)
- Aug 20, 2024
Getting your car serviced is always nerve racking, but when you find a place you trust, it's hard to go anywhere else. Ever since I've had my tacoma, this spot has been my go-to for getting my truck serviced. Shout out to Moe for always providing top notch quality customer service.
My tacoma came with a service package for the first couple of years, so most of the maintenance was covered. Since that has expired they offer a package to continue the services for every 5k miles and I've gone with that every time. The truck has needed some work but they are never pushy about upselling and focus on what needs to immediate attention and things I can hold off on.
I recently had a nail in my tire, and needed to get that fixed. I called around a couple of tire shops, and surprisingly the dealer price was the lowest offer. $40 to take a nail and repair the tire and it was done within an hour.
Same day appointments here are tough, but if you call ahead, they've been able to get my scheduled for an appointment the next day. Only open on the weekdays though. If you need weekend service, you'll need to go to the Van Ness location or Burlingame/San Mateo.Helpful 4Thanks 1Love this 4Oh no 0Business owner information
Frank C.
Aug 20, 2024
Hello Paolo,
Thank you for the 4 Star Yelp Review and the shoutout to Moe Shurafa (Assistant Service Manager) at our 1608 Van Ness Avenue Service Center. We appreciate customers like yourself who take the time to share positive experiences with other Yelpers. Moe has been with San Francisco Toyota for many years and we are fortunate to have him on our team.
Our Service Center located at 1608 Van Ness Ave. at California St. are only open Mon-Fri from 7AM-6PM; yes they are closed on the weekend. Our big Service Center at 4099 Geary Blvd. at 4th Ave. are open Monday - Saturday, closed on Sunday.
Thank you again for the Yelp review. We appreciate your loyalty and advocacy.
All the best,
Frank A. Celaya
Customer Relations Manager - Miss B.San Francisco, CA018217Jul 30, 2024
Worse customer service I have experienced for a repair shop especially one that is a licensed Toyota Service Center.
I contacted them via chat and spoke to a nice and helpful person who informed me that someone would contact me via email to provide information and pricing diagnostic for my car.
Was contacted by Chara Jordan who is a "Customer Care Manager" and probably shouldnt be!
I get a brief line "For diagnostic check we charge $259.00"
OK well my mechanic does a diagnostic check and an overall manual/physical check of the car so I asked what their diagnostic entails?
I asked if it would only be hooking up the computer or would it also include an inspection to locate the issue?
Chara response "The diagnostic fee of 259.00 would only before the concern you're having with your Toyota."
THAT DOESN'T ANSWER MY QUESTION!!
So I asked again and got ZERO answer.
In that time period I found another Toyota Service Center where the customer care manager actually CARES!!
So I responded "Nevermind I will go somewhere else"
Chara response "OK thanks" LOL!
Great to know that you are ok losing a customer that was highly interested in identifying an issue with their vehicle and would like it repaired!
RUDE and a waste of time!Helpful 0Thanks 0Love this 0Oh no 0Business owner information
Frank C.
Jul 30, 2024
Dear Miss B., thank you for sharing your recent experience via Yelp. As you can tell based on all our reviews, we are advocates of Yelp because we believe ALL reviews can help us become better and help our team strengthen our areas of weakness.
Please accept our apology for the lack of information that was shared with you when you were inquiring about a Check Engine Light Diagnosis. Chara (Customer Care Manager) has been with San Francisco Toyota for many years and we are certainly fortunate to have her on our team. She's not only a great human being, but she is professional and cares about our customers and business. We are human and we make mistakes as Chara did the day she emailed you.
We shared this review with Chara and we coached her on how to better provide a detailed explanation regarding our CEL diagnosis. A thorough explanation should have been like this: "Check Engine Diagnosis is $259 and includes an electronic health check of the vehicle's computer system and a physical inspection of the exact concern you’re having. A diagnosis reading does not provide an exact cause of the CEL, but provides us a code/system fault of where to begin further investigation to the cause. A complimentary multipoint that includes a brake inspection, fluid check can also be requested with the CEL diagnosis as well."
Again, we apologize for the lack of detailed explanation on your first inquiry with San Francisco Toyota. We hope future Toyota service experiences as a Toyota owner exceeds your expectations and we hope you get your vehicle repaired to your satisfaction. Respectfully, Frank A. Celaya (Customer Relations Manager - Moo C.San Francisco, CA2916910Aug 18, 2024Updated review
Since my original post, I had another negative experience with a toyota associate there who basically lied to me and also threw whichever technician who worked on my vehicle under the bus. But the manager apologized for her behavior and switched me over to someone else. Ever since I got assigned the new toyota associate, my experience at Toyota has improved 100 fold.
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Frank C.
Aug 19, 2024
Thank you Moo for the for allowing San Francisco Toyota an opportunity to assist you with your Toyota needs. We appreciate the 5 Star Yelp Review and kudos towards our Service Team who made a difference in your recent service visits. If we can ever be of assistance in the near future, please feel free to contact anyone of us here at San Francisco Toyota. All the best, Frank A. Celaya (Customer Relations Manager)
Nov 19, 2014Previous reviewI figured since my experience at Toyota elsewhere has always been positive, that I'd go the the toyota here in SF. I came here to replace all my 4 tires and wanted to know the cost and which tires were available. The woman at the counter who I spoke with was condescending, and acting like she was doing me a huge favor when i asked my questions. She wasn't helpful and acted like she did not want to be there at all. After that, neither did, i so i'll take my business elsewhere.
- Dorothy R.Walnut Creek, CA03Jul 23, 2024
After a significant amount of time researching the Toyota service centers within 25 miles of my home, I felt I had no choice but to have my next required service performed at San Francisco Toyota on Geary Blvd. I had my last 100K service performed there and was very satisfied with the service on my 2013 Prius. I only hesitated returning because of the amount of traffic involved in traveling the 40 miles from my home. I would have to leave my home extremely early in the morning to beat the worst of the commute traffic and possibly deal with horrendous commute traffic on the drive home.
I am taking the time to write this review (associated with my June 27th appointment) not only to communicate my satisfaction with San Francisco Toyota, but also to communicate the excellent customer service I received from Eugenio Ching. He was professional, knowledgeable and exhibited a high level of customer service. He expressed sincere empathy when he had to explain the need for a repair I had not anticipated. Eugenio ensured I understood the need for the repair and appreciated that I am the type of individual that requires all the details be included in the explanation. In addition, his listening skills were apparent when he later offered to assist me with additional S.F. plans I had made for that morning (before learning my Prius would not be available as early as I originally anticipated).
Based on San Francisco Toyota's quality of service/repair on my Prius and Eugenio Ching's professionalism, knowledge and excellent customer service skills, I will not hesitate to schedule subsequent service appointments with Eugenio Ching at this location for my Prius.Helpful 1Thanks 0Love this 0Oh no 0Business owner information
Frank C.
Jul 23, 2024
Thank you Dorothy for the detailed 5 Star Yelp Review and the kudos towards Eugenio Ching (Assistant Service Manager). Wow, you made a 40 miles visit to San Francisco Toyota to have your services done with us, what a honor. I'm very delighted that Eugenio was professional and his customer service skills were excellent. We understand Toyota owners have many choices to have their Toyota serviced/maintained and we thank you for allowing us the opportunity to earn your trust.
We appreciate ALL reviews, but reviews like yours always warms our team's hearts because they do care and work hard to gain trust from our customers. If you ever have any questions regarding your Toyota ownership, feel free to contact anyone of us here at San Francisco Toyota anytime. We thank you for being a loyal advocate of San Francisco Toyota. All the best, Frank A. Celaya (Customer Relations Manager) - Michael V.San Francisco, CA03315May 25, 2024
Please tell your employees, specially the one on invoice below that there is no need to hang up on people when they're just calling to check for parts(having part number), but you know, it might take a few sec. to just draw that number on the phone, it seems he's pretty busy listening to his media outlets.
Remind him when serving people at the store, he should be a tad more proactive and helpful in those cases when customers don't have exact part number, but do have rest of info like maker, model, year, trim, part name, etc. He just gives up and leaves customers empty handed. Isn't that business' purpose among others selling parts?Helpful 1Thanks 0Love this 0Oh no 0Business owner information
Frank C.
May 28, 2024
Thank you Michael for posting this Yelp Review. We take ALL reviews serious as we consider them helpful tools to learn how we can improve our customer service. Please accept our apology for the experience you encountered during your recent visit to our Parts Center. Mr. Racklin (Parts Professional) has been a team player here at San Francisco Toyota since 2006 and we are fortunate to have him on our team. Though we have a lot of experienced teammates here at our dealership, we sometimes tend to lose focus on our professionalism. Reviews like yours is a good tool to remind us all (the SFToyota Team) that we can not lose our focus when it comes to customer service.
We did share this review with Mr. Racklin as a way to coach him and fellow teammates on better ways of communicating with our customers. Again, we apologize for your recent experience and we assure you that our team will make better effort to be more professional. Thank you for the review and we hope we can assist you in the future with your Toyota needs. All the best, Frank A. Celaya (Customer Relations Manager) - Ivan L.San Francisco, CA8924Sep 28, 2023Updated review
Updated 9/28/23 @ 10:10am.
Decided to give this dealership another try only because they have a rental car service so in case my car need to be out of commission for more than one day then I can have a rental car to use.
I am so glad I did. My service advisor was great! Well mannered, great in communication, and very knowledgeable. He was also patience and body language showed me he was interested in what I had to say.
Vincent (I think that's his name) was great too. He was the lead/supervisor of all the floor foreman. Something like that. Anyways, he took the time to understand more of the issues I am experiencing and explain what can be the possible causes etc.
Overall, this time was the first time I am very satisfied because I was kept in the loop, did not have the feeling of being ignored or being rushed, felt very confident that my issue was going to get addressed. Highly recommend Adrian (sorry not sure how to spell his name) AND Vincent (hopefully that's his name) to everyone!
This time I went in hearing sounds coming from below my car. Saw there was a Toyota Customer Satisfaction thing where if we hear noises from the transfer case we can bring to a Toyota dealership and they will address it free of charge. So I assume it's that so I brought it in. Turns out it was a transmission shifting thing and the resolution was to update the computer and it will shift correctly again. They also had this checklist of items to check as well when this kind of issue comes up to ensure no other parts or system was damaged. So overall, I was kept in the loop and great communication and I did not once felt disrespected.
Therefore, I am giving SF Toyota 5 out of 5 stars for the service and the experience this time.
If I do not update this post, then it is safe to say the things Toyota did fix my issue and I am satisfied.Helpful 0Thanks 0Love this 0Oh no 0Business owner information
Frank C.
May 8, 2023
Dear Ivan, thank you for speaking with our Service Team Friday, May 5, 2023. We also thank you for securing a follow up appointment for next week so we can address your concerns. We look forward to re-inspecting your vehicle. All the best, Frank Celaya (Customer Relations Manager)
May 11, 2023Previous review**Update**
Brought my car back to San Francisco Toyota and they took full responsibility for items that were damage from the previous work. Service advisor did better this time. More communication compare to last. Definitely better experience this time compare to last. But still not coming back here unless I need to rent a car. Or i have to as a last resort. But anyways, props to the foreman, Vincent Mar, for taking care of the issues and for fixing what the last technician did to my car. If only a foreman can do all the work. Not sure if it's the title that comes with the work or just Vincent himself. But if this individual work on my car everytime, I would trust SF Toyota. But I don't know what a foreman is anyways so not even sure if they work on cars. But anyways, props to Vincent's work! Also, I did a walk around and also a detailed walk around when I got home and as far as I can see, I can tell this individual took his time and made sure things are done right. That's customer service for sure. Especially, for someone who had to pay for work done. I honestly felt I had way better service when my car was under warranty than now when it is not. But anyways, thank you SF Toyota to doing something you should have done in the first place. Could of prevented the unnecessary extra days and times I needed to be there. Original work took a day. This repair to fix the problem took 2 days due to ordering of the parts. So 3 days rather than what could of been 1 (I think). At least I didn't have to pay for the work this time around. Especially parts itself since dealer charges an arm and a leg I didn't have to pay. So to me it made up for all the sleepless nights and personal time to draft up multiple angry notes and emails. I am not here to ask for anything more than just customer service and work that I (a consumer) rightfully deserve when I depend of others to do stuff for me that I cannot do myself that I pay for. Hence that's why I took the time to update my post because the least I can do for Vincent for doing such a good job is to update my post and speak the facts. Hopefully, this will help others to read my experience and my true feelings and experiences and make their own decision.
2 stars to 3 stars...only because overall, Toyota have alot of service staff and only a few (I hope there's more than a Vincent Mar) who does a great job.May 5, 2023Previous reviewMy appointment is set for 5/2/21 at 7:01am. I dropped off my car on 5/1/23 at 4:40pm. Instructions were to wait till the service advisor call me regarding the status of my vehicle. Waited and waited for the call on 5/2/23 until 1:15pm or so before calling the dealership to seek help. The staff who picked up asked a few questions and then gave me the "I'll message your service advisor to call you with the status of your vehicle" line. At this point, I already got the vibe and confirmation I need to conclude that my car has not been touched or looked at yet. The reason is that when my car turns on and then off, a few minutes after the car is off, I get status notifications on my phone regarding doors and windows and etc. Since I did not get any all day plus knowing the car needs to be on in order to diagnose the speakers and at about 2:30pm, notifications start coming in. So pretty sure that confirms my car was not touched until 2:30pm or so. Work performed (per invoice) was driving the vehicle to diagnose the noise under the car and switching the head unit, amplifier, and speakers to test the sound of the speakers. By now still not one phone call from the service advisor. So at 4:20pm, I got onto a bus and start heading to the dealership. 4:40pm, a call from the service advisor finally gave me the status of the car and the actions needed to fix the problems. Between him speaking fast, me trying to ask more questions, and exploring options (which lasted a total of about 10 minutes), I arrived at the dealership to speak with him physically. The context was the same as on the phone. After asking if I replace both speakers and will the issue (which was the speaker short-circuited) come back again and service advisor indirectly made an accusation stating with all the modifications to the car, it may. I am not sure what he is referring to but the only modifications I made were to change out all the interior light bulbs with LEDs and 4 turn signal bulbs. Other modifications are just cosmetics which are held on with double-sided tapes. Anyways, after feeling offended, I left his area and stands aside waiting for someone to get my vehicle for me. I waited near the temporary relocation of the service department desk waiting for someone (anyone) to make eye contact and acknowledge me so I can ask to check the car with me to ensure no damage was made. Stood there for about 10 minutes and not one person looked up to acknowledge me. I had to leave now since they are closing and was indirectly forced to leave the facility. Yesterday, 2 days after the service and 2 episodes of heavy rain, I got into my car and found wet and moist spots which initiated me to investigate. This is when I found out the work quality was poor. The rubber seal on the doors was not installed correctly resulting in water/moisture going into the car, plastic pieces without clips, big gaps in some areas due to broken or missing tabs/clips, and a red rag with grease and oil shoved between my spare tire and under the floor of the trunk.
With everything going on, one possible conclusion is that my car was available to be worked on but was not, then when it was ready to be worked on, everyone needed to get it done fast in order to go home by 5 or 5:30pm resulting with work quality severely decreased. Therefore, all I have to say is poor communication, bad service quality, and lacking customer service. This does not include multiple incidents from before with staff giving me a derogatory name when speaking with other colleagues, giving me a rental with obvious signs of no cleaning involved, and having me come back to the facility multiple times for the same one issue (which was the instrument that connects the car to the satellite/cloud), not holding individuals accountable, making statements without evidence of following through, and might I add having a plan of correction but never put it to use. - Daniel Z.South San Francisco, CA46239255Jul 21, 2024
My Prius had a difficult and stubborn problem, the Check Engine Light would come on every few weeks for the same darn code even though we've diagnosed and replaced multiple items on the vehicle. Stubborn enough, I gave in and reached out to SF Toyota to have them do an in house diagnosis. Making an appointment was super easy.
Here comes the exciting part, I got Chris Stone as my Service Advisor. Chris is something different, he listens, he cares, he keeps me updated and goes above and beyond. After running the diagnosis with Toyota's TechStream, they have diagnosed and pinpointed the problem to the Coolant Heat Storage Tank not holding heat. My Prius has low miles but it's an older version, it took me a while to sink in that the Coolant Heat Storage Tank needed replacement. I proceeded to have it replaced and then brought it back to have them Bleed the Hybrid Coolant System afterwards. Behold, it's been 2 months, Check Engine Light has not been on. I just wanted to Thank Chris for being so consistent and going above and beyond for me! Chris Stone is the real deal when it comes to communication. I highly recommend Chris Stone and will book him as my service advisor next time a problem arises (Hopefully not too soon though haha). Thank You Chris Stone!Helpful 0Thanks 0Love this 0Oh no 0Business owner information
Frank C.
Jul 23, 2024
Thank you Daniel for the 5 Star Yelp Review and the kudos towards Christopher Stone (Assistant Service Manager). I am happy to learn about the outcome of your recent service experience and I'm delighted Christopher took great care of your Prius concerns. We appreciate ALL Yelp reviews, but reviews like yours brings our team gratitude when they hear about the appreciation their customers have towards their customer service experience. Thank you... If we can ever be of assistance with your Toyota needs, feel free to contact anyone of us here at San Francisco Toyota anytime. All the best, Frank A. Celaya (Customer Relations Manager)
- Chuck A.San Francisco, CA016Jul 25, 2024
SF Toyota has, once again, been so wonderful, that I have to create a review, worthy of how well l was treated. First, I must give a shout out to two of their professionals that have really made my experience first class. Adrian, who worked with me on the servicing of my Prius C, was personable, professional and very knowledgeable with all of my concerns and questions. I always felt that I knew what was going on through each step of the way - stellar! Javier, in car rentals, was also so very personable, professional knowledgeable. He and Adrian worked in concert, with each other, which really helped me. There are so many options with car service, I know. But, please feel assured whenever you bring your car to San Francisco/Geary. Well done!
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Frank C.
Jul 30, 2024
Thank you Chuck for the 5 Star Yelp Review and kudos towards Adrian Duong (Assistant Service Manager) and Javier Espinoza (Rent a Toyota Manager). Adrian has been with San Francisco Toyota for many years and Javier was recently promoted to Rent a Toyota Manager. We are fortunate to have both gentlemen on our team and we are delighted that you took the time to share your positive experience with other Yelpers. If we can ever provide you assistance with your Toyota or Rental needs, feel free to reach out to anyone of us here at San Francisco Toyota anytime. All the best, Frank A. Celaya (Customer Relations Manager)
- May 11, 2023
We go to SF Toyota on Geary for all of our service needs. Their latest heroic effort was bailing us out after our last window vendor ordered the wrong windshield for us after waiting two weeks for an appointment.
Our rep (I think it was either Tony or Vincent?) was amazing. He looked us up in the system right away, walked us through the entire process for working with our insurance, and kept me briefed while our new windshield was being installed and calibrated.
He went the extra mile, working with our insurance directly, just to make sure that there would not be any snags later with the claim on my side. The repair job has our Highlander looking brand new, like it came off the factory line, again.
Thank you, Toyota Team, for always taking such good care of us - we will be customers for life!Helpful 0Thanks 0Love this 0Oh no 0Business owner information
Frank C.
May 16, 2023
Hello Zarina and thank you for the 5 Star Yelp Review. We are delighted that our team (Tony Wong, Assistant Service Manager) was able to assist you with the repairs of your windshield. Thank you for the kudos. If you have any questions in the near future, feel free to reach out to Tony or anyone of us here at San Francisco Toyota. All the best, Frank Celaya (Customer Relations Manager)
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