2021 Toyota Highlander Platinum

Location

4417 Wilkinson Blvd, Gastonia, NC, 28056

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“My review is based solely on the service department. I’ve brought my car to this dealership four times now—for an oil change, windshield wipers, coolant, and most recently their “Summer Road Trip Ready” package ($149.95, including oil change, tire rotation, brake inspection, battery test, fluid top-off, wiper inspection, video inspection, and a complimentary wash and vacuum). Each visit has left me more frustrated than the last. The biggest issue is the lack of customer service. I’ve never once been greeted upon arrival—every time I’ve had to walk inside and find someone myself, often being met with an indifferent “why are you here” attitude. It consistently feels like customers are an inconvenience rather than a priority. During my first visit for an oil change, the service itself was acceptable, but I was hit with an extra ~$20 in vague “shop fees.” My second visit for wiper blades was more disappointing—despite the promotion stating installation was included, I was redirected to the parts department and ultimately had to install them myself after figuring it out via YouTube. Not difficult, but it’s the principle of paying for something that wasn’t delivered. By the third visit (coolant), I knew not to expect assistance and went straight to parts—only to wait around with no staff available. Eventually someone showed up, but the experience was again inefficient and poorly managed. My most recent visit for the “Summer Road Trip Ready” package reinforced all of these concerns. The final cost came out to $173.60 with taxes and additional fees—well above the advertised $149.95. The paperwork was unclear, and once again, communication was lacking. I was also told there was a potential fluid leak and quoted an additional $200 for diagnostics—despite them having performed my previous oil change. Even more concerning, several items included in the package appear to have been skipped or not documented: • Oil Change – completed • Tire Rotation – completed • Brake Inspe”