San Francisco Toyota Parts, Service, and Rental

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.

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,

Ricardo

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.

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!

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.

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.

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?

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.

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!

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!

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!