"Bad Service"
Freeman Toyota in Santa Rosa I should qualify this to say, I didnt have them do the work. I didnt trust them. I was driving in from the east coast to a noon appointment in San Francisco. My oil needed to be changed, my wife called Freeman and the woman that answered said it could take hours to all day. I told my wife, we need to talk with the mechanics to get a straight answer. We were there in the first half hour. This is a large busy operation with more intake people than mechanics. I dealt with with two of these intake guys both of whom promised me 90 minutes, easily under two hours. The third guy who drove the car off said 2 hours. We situated ourselves in the lounge were where we had the good fortune to listen to the women behind the counter discussing how to handle on line complaints. Two hours passed, I went looking for my car. One of the gentlemen that checked me in reminded me it was going to be two hours. I told him that was two hours ago. I said I have to be in SF at 12, like i told you. How much more has to be done, I only wanted an oil change. He said he would check. I stood and watched as he ran all over the lot looking for my car. I called my wife out and we began to follow him. We ended up in the back parking lot where he held up the key fob and hit the emergency button. We followed the alarm to find our car parked among the hundreds of vehicles back there. He was so sorry, he offered to have the car done in 37 minutes. We took the car and left, firm in the knowledge we had wasted 2 hours and 3o minutes, we would have to get lucky not to be late, and that the women in the office know more about there capabilities than the guys that actually handle the cars. As I said at the beginning I had no work done here, but trust is something that I wouldnt give this group.
"Horrible Service"
Called regarding if a 2018 Camry hybrid was available to test drive. Told yes it was and drove to dealership. Sales manager said yes they have one but he was busy and would get someone to show me if I waited 5 minutes. I waited 25 minutes while I was ignored. Guess they are to busy to serve customers.
"Awful"
Salesmen were offensive. Called me sweetie wouldnt give the best price but later offered it to my dad when he called in. Horrible service for women!
"Not A Good Customer Service At All..."
Called and emailed regarding a used car. I have received an email with a name & telephone number. I called to inquire about the vehicle. The sales person told me that he will call me back. He never did. Called a couple of times but received text messages that he was busy & will call me later. The call never came ....
"Horrible People!"
Horrible customer service. I am taking my business somewhere else!
"Service Rep"
Just a shout out to Tim in the service department. I appreciate very much the customer service of Freeman Toyota and want to give Tim recognition for always being there, very patient with this senior that cant add oil or take a tire pressure reading. Thank you!!!!!!
"Great Customer Service"
Very friendly people. John Coffaney is great. Best price on a 2016 Toyota Highlander LE
"Very Upset"
I called Freeman Toyota for a appointment for a oil change and asked them if they check all fluids and they told me yes and they told me they would give a ride home and pick me up when my Toyota was finished. When I arrived there I was taken care of right away I asked about the ride home and the gentleman said go in the lobby and someone will be right with with a shuttle. I went inside with the grand kids, no one helped me from that point on I asked several times and they came up with some excuses why there wasnt a shuttle. I didnt want to stay there for 4 hour a with a 4 year old and 5 year old boys, kids walk around and are nosy theres toys there so the the lady at the car rental desk started to get very rude with the kids, I started to get very upset and was still asking for a shuttle home with the boys, still no shuttle. After that episode my break light was coming on, Im starting to think I need breaks, but know I had my break replaced and wondering whats wrong, my son checked my break fluid and low and behold it was low, then I was really scared to drive my SUV because Im thinking no fluids was checked, I was keeping a eye on my temp gauge to make sure my truck dont over heat so far that was ok but I still worried about a dry radiator and a blown engine. Was all my fluids really checked like they said they do?
"Overall Terrible Customer Service"
08-13-2014
My experience started after I purchased a certified used 2012 Sienna 3 months ago. After just 2 months the A/C on my car gave out in heat of mid July. I scheduled an appoint. on the Freeman website for Sat morning and brought my car in to the service department where I was greeted by James. At first he had a hard time finding my appoint. and after I told to him that I had made it on the website using the schedule appointment page, he explained to me that the website appoint. function wasnt up and running perfectly yet. I told him my problem, they did diagnostic on my car for the day and I used the shuttle program to get home and back from the service department. When I came to pick up the car, James informed me that the car required A/C service and the location of parts need replacement were in hard to reach areas of the dash/engine which justified the hefty price tag for diagnostics at $156 which I originally thought shouldnt cost me anything since my car was a certified used vehicle and I had purchased the platinum extended warranty. He told me regardless of my warranty I still needed to pay the diagnostic fee. He told me I would get a call the following Tues/Wed when the part arrived to reserve an appt. The service I needed would only take 3 hrs. hrs. Tues & Wed came and went with no call and it wasnt until the following Monday when I finally was able to get someone on the phone after leaving messages for James everyday Wed-Sat. I had a car with no A/C and two small children for over a week in July on one of the hottest weeks of the year. On Mon. I set up an appt. with a rep who told me the part came in as scheduled on Wed the week prior. I was greeted at my appt. by Curtis who informed me my service would take 3 days not 2 hrs and I could rent a car complimentary. 3 days into service, Curtis called to tell me my car would take 4 days instead of 3. On Friday, I returned my rental, picked up my car from Curtis and received my receipt with $1800 worth of service covered by warranty. Not once being told I am owed a refund for my diagnostic fee. After almost 2 weeks later James calls me to inform me that the part I need is covered by warranty and I can come it to get service. I called him back explained I received service already, and was expecting a refund for my paid diagnostic fee. He sounded confused and tells me he will call me back in 10 min. Never heard back from him, I called and left him a message, and after 3 days I finally called Freeman to talk to the GM of service dept. David calls me back and tells me the GM Jerry is unavailable. Hey tells me he is sorry for my experience and will send me my diagnostic fee back ASAP and inform the GM of my experience. Thats it! No remuneration, no compensation, no asking what he can do to make it better or make it up to me, giving me a reason to try give them another shot. In fact, it seemed like he was doing me a favor by getting the money they owed me back to me. With so many other great options in Sonoma to use for Toyota service why would you go somewhere, where the reps have inconsistent stories, terrible communication with their customers, and are willing to take your money they are not owed. Disgraceful and unethical business practices.
"Great Buying Experience"
John Coffaney & the team at Freeman Toyota made the whole buying a new car experience very easy & enjoyable. They are laid back & easy going - not at all pushy or in your face like some sales people. I received a good trade in price for my Ford & a great deal on my new Prius V - I am very happy & would totally recommend Freeman Toyota to other people. Thanks Guys!
"Unhappy"
07-25-2014
I spoke with several sales people from here and none of them did what they said they were going to. I was told that I would receive a call back from one (never happened), another said that they would have another person call me (never happened), and the first I spoke with gave me a phone # that did not work. All of this stemmed from the fact that I was upside down on the current loan I have for my vehicle.
"Help With Lost Keys"
04-18-2014
We lost both keys to our 2013 Prius. We needed the car the next day, and they were able to reprogram the car and new keys the next morning. They also performed a recall that has not been well publicized (cars can shut down under stressed loads) while they were reprogramming the car key system. A warning: If you lose both your keys you cant just stop by the dealer and have them cut you some new ones. They have to have the car in hand, and the total cost is over $400 to reprogram the car and new keys.
"Great Service And Excellent Customer Service"
My wife and I went to Freeman Toyota in Santa Rosa to check the new Toyota Scion IQ limited edition and from the time we arrived at the dealer we where welcomed by John Coffaney Internet Sales and Leasing and he was very patient explaining all details and answering all questions we may have.He is a wonderfull person to deal so we decided to purchase the car. We received a great service from Shona Bardwell Finance director when we where signing all documentation.
"30,000 Mile Service"
From the time I called the service department and was able to get an appointment in a couple of days to taking my Toyota in for my 30,000 mile service, I was very pleased! I had the pleasure of having Kyle talk to me about what they would look at and do for this service, he asked me if I had any concerns or questions, he informed me of when the car would be ready, and asked if he could schedule my next appointment. I felt like he took the time to explain everything very well and I felt valued as a customer. It truly was a pleasant experience! I enjoyed a nice cup of Peets coffee while waiting in the lounge there. The bathrooms were well stocked and clean. My car was washed and was ready exactly at the time Kyle said it would be. He explained what they did and what they found and once again, he was so polite. I would rate this as a 5 star experience! Thank you!
"Average"
Toyota Santa Rosa dealership experience: 1st time I came in looking to buy a car was NOT a good experience. An older man helping me was rude, I couldnt believe the words coming out of his mouth and it seem he was an ageist. Although a friend told me to go one more time and this experience was fair. The finance lady was a lot nicer that the sales people, Id give her 5 stars. I love Toyota cars and I only buy Toyota cars. Santa Rosa serivice department is very good.
"Always Great Service!"
04-02-2014
I always have my service done at Freeman Toyota. Currently our 3 vehicles have all been purchased at Freeman Toyota. In the past we have had other cars purchased there. We keep our cars a long time and the mileage can get pretty high. We keep driving them because they still look good and drive like they did when brand new. It must be due to the excellent service. We wont be purchasing cars in the near future but when we do it will be from Freeman Toyota.
"The Best"
We have 4 Lexus, and Freeman has always taken care of us, first class.
"A Dissatisfied Customer"
I recently had a very poor experience at Freeman Toyota and as a result will not be buying a vehicle there or having my new RAV 4 serviced there. Although this experience was with the Rental department, it has colored my impression of the dealership as a whole. Unless you enjoy a bait and switch experience do not do business with these folks. My neighbors and friends and I will not be.
"Great Experience"
They gave me the best buying experience Ive ever had. We negotiated a fair price over the net and everything was ready when I arrived. This was after being told by Choice Auto and truck in Sacramento told me they dont negotiate their Internet prices.
