JERRY'S TOYOTA

At Jerry’s Toyota they falsely claim, ”It’s all about you”. In reality it’s all about them making money and screwing the customer. They don’t stand behind the warranties they provide or the service agreements they sign. Their service department provides slow, sup par work on a regular basis. I purchased a new vehicle from Jerry’s in 2013. When I purchased the vehicle I signed an agreement that the tires would be replaced for free during the lifetime of the vehicle. The exact wording of the agreement states, “Tires for life*… Tires that are originally purchased on your Jerry's new or manufacturer certified pre-owned vehicle will be replaced with identical or substantially similar tires of equal value once they are worn due to normal wear and tear. To qualify all tire rotations must be performed at a Jerry's Automotive location during every factory recommended service interval (See owners manual). The owner must maintain the manufactures recommended air pressure in each tire, and proper alignment at all times. When a tire purchased with the vehicle from Jerry's is worn to a depth of 2/32” in the center tread, it will be replaced with a tire of equal value; subject to a maximum retail value/cost of $150 per tire which includes $20 for each tire’s mounting and balancing; however, customer is responsible for applicable taxes and shop supplies” Customer may choose to upgrade the tire(s), in that case, the value of the original tires will be used as credit towards the purchase price of upgrade tire(s) at Jerry’s.” The manager and service department sales associates are under the delusion that other maintenance besides tire rotations and alignment must be done at Jerry's. The contract doesn’t explicitly state that they must be done there. They refused to provide free tires to me because I refused to purchase air filters from them because they mark up the price of $10 air filters to $60. They are user serviceable parts. I replaced all of my filters on time myself. Filters have nothing to do with tires. Jerry's knows they they are wrong and they they own me money for tires they erroneously charged me money for the tires I purchased.. They will make any excuse to prevent them from paying any small amount of money. Jerry’s also claims they will provide free car washes for life. But they have also denied me car washes because I have installed a roof rack on a vehicle. Once again they don’t follow though on their agreements. When I first took my vehicle to them for service 8 years ago they would provide a quick turn around time, tire rotations and oil changes took less than an hour, and it was done while I waited. Not it can take 6+ more hours. There are multiple issues I have had with the service department’s work. They have not properly mounted the wheel covers and they they have gone flying off the wheel while I was driving down the highway. When I got the rear brakes “cleaned” for brake dust they forgot to reconnect the parking brake cable and completely disabled the parking brake making the car unsafe. Their sales associates claimed that I needed to get a power steering fluid flush on a vehicle with electric power steering. In summary the company has no integrity, they are illiterate and can’t read contracts, the sales associates are uneducated, the service department is incompetent and you should never give them any money ever!

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I have a plan for 2 years. They do a very good job. It didn't cost me anything. Excellent responsiveness. They are efficient and very good service.

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The staff are nice. I'm conscience with a auto repair. Along the dealership I don't always jump immediately on things because I think they are all aggressive to up-selling you and sometimes it's not necessary. I had that situation with them and it was a little taken back by the one situation as they said I needed a new battery cable because it was corrosion between the battery and the cable and it just needed to be cleaned off. They wanted to charge me $99 for cleaning and a new cable. I'm satisfied with them.

I love them! They're fair and do a great job with my car. The salesperson was professional and kind.

They were a little extremely pushy; that probably was the main thing. The pricing was not very good until I told them I was not going to pay that and he gave me a $3,000 off. The car's quality is pretty good though.

They did not charge anything on my last visit. My dad has been going there for over twenty years and he always likes the customer service. I would say that they have good customer service. If you do not understand something and they do not know, they find somebody that does to explain things to you. For the service, they did very well. I have a two year free maintenance. So for me, it is great. I do not have to pay.

They are timely with appointments and trustworthy. Their price is moderate.

The quality of the work is good but a little pricey and service a bit slow.

Someone greets you politely and promptly when you arrive. They did not have all the parts needed for the recall repairs and said they would notify me when the parts came in. I got an automated e-mail the next day telling me that the parts had come in, but it turned out to be parts for only one of the three repairs they had to do, so I could only get that one done. I never did get another e-mail telling me that the remaining parts had come in, so (four months later) the work has not yet been done. Both days I waited over two hours even though they had relatively little to do.
Without my requesting it, they looked over the car to suggest other work that should be done -- spark plugs, PCV valve, cabin filter, alignment, and more -- totalling over $700. Today I took that list into my regular shop (Foreign Auto Experts of Elkridge -- A-rated on Angie's List) and asked them to do whatever on that list they felt necessary. They did not think any of it was necessary!

I went to the dealer without an appointment and they promptly changed the oil in my car.

I began going to this Toyota dealership for my prepaid maintenance after moving too far away from the Annapolis location.
The service was fine and simple. They have a nice staff who worked with me on multiple occasions. Scheduling was fine and I had no complaints about the work, except for that the prices were a little high, which I was fine with because of the convenience, WiFi, and coffee.
However, the biggest problem that I had with this company was that they simply wouldn't leave me alone! As soon as I started utilizing them to service my car, I began getting phone calls and mail. The phone calls were simply repeated calls for a survey (Which is fine the first time, not for every visit), but what really drove me crazy was the mail. Check look alikes, faux hand written notes, cryptically worded envelopes that made me think that I was in collections or had something truly urgent going on, and all of them offering to buy my 2 year old car off of me.
I talked to the people at the dealership, who told me that they had no control over it. I called their offices and received no response. I even tracked down a mail vendor that was sending me these infernal notes from Tennessee. Out of abject frustration, I wrote them a letter a week ago informing them that I had no interest in continuing to work with their company, and that maybe then they would get the message that getting my car serviced does NOT mean that I want to be on your mailing list. Or that if I am, allow me to opt out.
I am currently looking for a new mechanic because of this.

The service department is not trustworthy. Jerry's Service representatives claim that my car should have an oil change every 5,000 miles. The Toyota service manual calls for an oil change every 10,000 miles for my 2010 Camry. Jerry's has been changing the oil and oil filter every 5,000 miles and told me flat out that the Camry must have an oil change (synthetic oil) every 5,000 miles. The practice of changing the oil and oil filter every 5,000 miles is stealing from service customers to the tune of $50 per excessive oil and oil filter change. See below reponse I got from Toyota when I reported Jerry's Toyota to the corporate Customer service.

Recently you contacted Toyota. Below is a summary of your contact message and our response.Thank you for allowing us to be of service to you. Subject too frequent oil changes being done by dealer Discussion Thread Response (Mick Cotterell) 08/10/2011 09:24 AM Mr. Johnson,Thank you for contacting Toyota Motor Sales, U.S.A., Inc.We apologize if Jerry's Toyota performed oil and oil filter changes on your vehicle every 5,000 miles rather than every 10, 000 miles.Your 2010 Camry, Vehicle Identification Number XXXXXXXXXXXXXXX, came with synthetic oil. Therefore, the oil only needs to be changed every 10,000 miles or 12 months, whichever occurs first.You can be sure that Toyota is committed to providing the best possible service at our dealerships. We encourage each dealership to maintain a professional level of performance at all times and we were sorry to learn that you felt the service you received was less than satisfactory.Each Toyota dealership has, on site, a Customer Relations Manager to oversee the various operations and address any concerns a customer may have. If you wish to discuss the matter in more detail, we encourage you to contact the Customer Relations Manager, Stacey Baxter, at Jerry's Toyota. We feel confident that he will address your concerns in a courteous and professional manner.If you would like us to contact the dealership on your behalf and have them follow-up with you directly to address your concerns, please let us know, by replying to this email.It is through correspondence such as yours that we are able to continue to improve dealerships’ services.Your email has been documented at our National Headquarters. If we can be of further assistance, please feel free to contact us via email or by calling 800-331-4331. We are available from 5 AM to 6 PM, Pacific Time, Monday through Friday and from 7 AM to 4 PM, Pacific Time, on Saturdays. Mick CotterellToyota Customer Experience Customer By Web Form (David Johnson) 08/04/2011 11:49 PM Jerry's Toyota on Belair Rd in Baltimore, MD has been changing the oil and oil filter in my 2010 Camry every 5,000 miles rather than every 10, 000 miles as required by the owner maintenance manual. The dealer has changed the oil and oil filter too frequently without letting me know that they are exceeding the required frequency of changing the oil. Why is Toyota allowing this to happen? [---001:001989:05521---]

They are very attentive. We've been using the same maintenance man for a long time now. They are familiar with our vehicles, and they only do work that needs to be done. I trust them greatly, and they have always done great work.

They are prompt, and the shop is beautiful. It’s very clean. Their work is always satisfactory, and their customer service is friendly and efficient.

They are great. They are very customer service driven and always ask for feedback when I visit.

Overall it went well. In typical Toyota fashion I think it cost more than it should for what is actually done, but with previous issues dealing with work done outside of the dealer while still under warranty I'll just have to deal with it. Drop off is easy and quick. Waiting room is a bit noisy as it is in the open area but comfortable. With appointment the work typically finishes at the estimated time. Typical low quality wash with service, good enough to wash away the dirt off but not much else. Just like all my previous visits to Jerry's, it won't knock your socks off but they get the job done more than adequately.

Very good