Toyota Pasadena Service Department

I’m very happy with my experience… The first assistant Young really stuck with us as we wanted particular features for our new prius that are not usual. But he was great even late in the evening he would text me back and let me know what was happening which I thought was excellent… He was a good person and great worker Also met the manager Coco, who was really good at making you feel like everything was going to get sorted and he was going to take care of you… Area manager should be happy with this team… Thank you

I almost overlooked writing a review again. I went in for a quick oil change and an overall check up. All around friendly staff. In particular Chris Ghattas always makes you feel welcome and very pleasant to speak with. Highly recommended. Keep up the great work. Thank you

Daniel Juarez was an absolute dream customer advocate. Kept me up to date on the processes as everything progressed and he chased down extended warranty coverage for the big ticket items. He made me feel very cared for during my truck’s maintenance and repairs. I very much appreciated the proactive rental car, and car wash. Great customer service!

Freddy made service to my vehicle soooooo easy! He was informative and explained everything down to the smallest detail. The service was earlier than expected (which is always a plus). Javier took time to speak with me for awhile. Javier was also knowledgeable and very easy to talk with. John Elway dealership is extremely close to my house and Pasadena Toyota is 30 miles from my home but Freddy and Javier make it worth the trip🤘🏻 Great job guys! See ya next service.

Toyota Pasadena – First Service Experience (5k miles) ⭐️⭐️½ (C- at best) I wanted to share my first service experience at Toyota Pasadena. I purchased my brand new Grand Highlander Hybrid Max about 8 months ago and brought it in for its first 5,000-mile service. Scheduling the appointment through the Toyota app was easy, and I came in hopeful this would be a smooth experience. My appointment was at 9:15 AM, and I arrived early at 9:00 AM. There were three open service lanes, and I pulled into the third lane behind another vehicle. I stayed in my car, assuming someone would come check me in, especially since I saw an employee checking in the vehicle ahead of me. I waited patiently, assuming they were working in order. Unfortunately, that wasn’t the case. While I was waiting, four other cars pulled into the first lane after I arrived, and the employee began checking them in simply because they were closer to him. After the third car was checked in ahead of me, I got out of my car and asked another employee what the check-in process was. I mentioned that I had been waiting before those cars. He looked at me, said nothing, pointed at the check-in employee, and walked away. That was already a poor start. I then approached the employee doing the check-ins. He didn’t greet me, didn’t smile, didn’t acknowledge me as a customer, just said “I’ll be right there.” Not exactly someone you’d want as the first point of contact for customers. Once I was finally checked in, I was told to go to a numbered office and ask for John. Turns out there are two Johns in the same office, which seems like a small but avoidable management issue. The John who helped me was actually very pleasant, professional, and straight to the point. No complaints about him at all. He said he’d call when the car was ready, and I left. The wait time was about 6 hours for a 5k service, which felt long, but I didn’t complain. Pickup itself was quick and uneventful. The real disappointment came when I looked at my car afterward. I had a portable battery station and a refrigerator cooler neatly set up in the back of the vehicle. If I had known they needed access to that area, I would have removed or prepared everything beforehand. Instead, when I got my car back: • All my devices were unplugged • Everything looked like it had just been tossed back in randomly • Nothing was placed back the way it was To make matters worse, they couldn’t even put the trunk floor mat back correctly. It was sticking up on one side. If a dealership is performing a multi-point inspection, I would expect basic attention to detail like properly reinstalling a mat. On top of that, they left their numbered roof cone inside my car, on the passenger-side floor. So the car was returned to me in worse condition than I dropped it off. They were also supposed to update software for a recall, but I didn’t see any clear confirmation of that in the paperwork, which added to the uncertainty. I want to be clear: I love Toyota as a brand. However, this experience left me with a very poor impression of Toyota Pasadena’s service culture, organization, and attention to detail. For comparison, I’ve consistently had much better experiences at Honda Pasadena when servicing my fiancé’s car. This review isn’t meant to be dramatic. It’s an honest account. There’s something off about the hiring, training, or customer-service culture at this location. I’ll be posting photos. Overall rating: C- at best.

The staff at Toyota of Pasadena are all very helpful, knowledgeable, friendly and professional. Everything was so smooth from the moment I arrived to the time they returned my car. I felt safe and relaxed during my entire visit. The printout after the service thoroughly explains what was done.

I had an excellent experience with the service department at Toyota of Pasadena. My service advisor Chris was friendly, professional, and kept me informed throughout the entire process. My vehicle was serviced promptly, and he took the time to explain the work that was completed. I appreciated their honesty, attention to detail, and commitment to customer satisfaction. I would highly recommend this dealership’s service department to anyone looking for reliable and trustworthy vehicle care.

Chris Gattas provided exceptional service during our windshield replacement and vehicle service appointment. He went above and beyond to help us, even late on a Saturday right before closing time. His communication was excellent throughout the entire process, keeping us informed and making everything smooth and stress-free. The biggest factor in buying and owning a vehicle isn’t just the car itself—it’s the service and support you receive afterward. That’s one of the reasons we continue to choose Toyota. The entire team is always friendly, professional, and incredibly helpful, consistently making customers feel valued and taken care of. Chris is a great example of the outstanding customer service Toyota provides. He genuinely cared about helping us and went the extra mile to ensure everything was handled properly. We truly appreciate his dedication and the excellent experience he and the entire Toyota team provided. Thank you!