Mountain States Toyota Service

Customer service and service department in general need to wipe the slate clean and start over, especially the management side. Actually I could not really rate the technicians themselves since I have yet to even have my first oil change and my check engine light has already come on. Brand new highlander limited and they can’t find time at all to check it out without me leaving it with them and renting one of their cars back from them to drive while they figure things out. Really awful customer service. So bad I felt I needed to write my first negative review.

From California and have made pit stop here twice for lube & oil. Great services & service department. I didn’t have an appt. b/​c of the busy Fourth of July week but I was in and out in about an hour and a half. Eric, my service adviser was both friendly & helpful.

Two stars just because I’ve had somewhat decent service with them in the past. But don’t expect to get any reliable information from the service department. I needed to check the transmission bearing. I asked 2 people before I brought it in and one person there before I left if it was covered by warranty because I knew it was close. All three assured me it was. They call me to come get the car at which point they tell me it’s no longer under warranty. I wasted two trips up to the dealership to essentially be told that the first three people either lied or had no idea when they told me my warranty was still in place. Probably in the hopes of getting me there so they could stick me with a repair bill after finding problems that weren’t covered. I don’t go back to places that are too lazy to find an answer to my question or too dishonest to give me a straight answer

Nice experience with the service department today. My 30,000 mile service on Tacoma. Eric, assistant service director, went over all my options and pricing without any pressure. From the friendly smilies, warm greetings and immediate service in the garage to the relaxed and informative attention from Eric, i observed a cohesive service team and actually felt like I was important. As well as my truck.
Well done Mountain States Toyota. What ever it is that you are doing differently, keep it up.

Update: customer service is not on point. Taking my business elsewhere!
I have upgraded my last review from 2 stars to 3.5 stars — between A-​OK! & I’m a fan
When I first called to make my oil change appointment this go-​around, I called the service department directly, figuring that I could just make an appointment and then call Tim (the kind manager that responded to my original review below) to let him know that I would be coming in – as we had corresponded via email after my last review and he wanted to resolve the issues I had with Mountain States.
When I called the service department directly, the woman I spoke to (she did not provide her name), was very short with me, and rather than saying, «I’m sorry, I don’t have any appointments available during that time, how about this?» She snapped, «Yeah, I don’t have anything on a Saturday for at least a month»
…So I hung up with her and called Tim. He was very friendly and helpful and thanked me for giving Mountain States Toyota another try.
I arrived for my 1pm appointment, waited 15 minutes in the garage for a service advisor and she was friendly and professional. My husband and I sat in the waiting area for about 45 minutes and then our service advisor came to grab us to let us know my car was finished. Amazing!
However, I noticed that the 2 people that were in front of me in the garage (overheard they were there for oil changes too) were still waiting… while I greatly appreciated my car being done so quickly, this is probably how my last review came to fruition!
I would give 5-​stars for the service I received this last Saturday, had the original woman I spoke to on the phone been nicer And also to be noted — when I came in for an oil change (about a year ago) Mountain States Toyota told me I had a cracked CV Boot… I told them I couldn’t afford to repair it at that time, and they said they would keep it in their records. The last time 2 times I have gone, they have not even mentioned it… when I asked my service advisor this time if they had noticed anything that needed repairs, she told me that everything was great and no repairs were needed! So does that mean that I never had a crack? Or does that mean that I still have a crack, but no one is noticing it?!
I will recommend this Toyota for service repairs, but like at any auto-​shop, I will also recommend that you do your own research when repairs are or aren’t advised.

Terribly slow service department. With an appointment I waiting an hour and a half for just topping off fluids and filter changes …

Today was my second encounter with the service department of Mountain States Toyota. The first was a mess and I hoped it was just a one time thing that slipped through the cracks. After today’s visit I see that poor customer service is the norm here at Mountain States.
I scheduled a simple oil change, when scheduling I requested a 8:30 appointment, the person on the phone advised that they were full and suggested a time of 8:40. I took this as a good sign that they avoided over booking and things would good smooth.
I arrived at 8:43, while waiting we were told multiple times by multiple people, «sorry about the wait.» It was clear that the employees were very much aware that this was taking way too long and the customers were getting upset. We finally were contacted by a serivce writer, Bobbi at 9:20. 37 minutes waiting just to get started with the paper work! We spent 10 minutes talking with Bobbi, who did an acceptable job checking us in. Bobbi advised that it would be a hour and 45 minutes for the oil change. From the end of the check in at 9:30.
So just to be clear that’s 2 hours and 45 minutes from our scheduled time. To do an oil change? This is unacceptable! They finished 15 earlier than estimated. So it’s 2 hours 30 minutes after the appointment, that they are finished with a simple oil change. Any shop in town can do this for under a hour without problems, what is the major malfunction going on here?
I should have read some of the other reviews beforehand and could have avoided this mess. This seems to be the standard operating procedure here. I see several reviews mentioning this same problem, over the past couple of years. I see that the Manager has commented on serveral reviews with mentions that past problems are being solved. Clearly this isn’t the case. Avoid the service department, you’ll be happy you did!
Maybe they could have a lane for appointments and a lane for walk in traffic?

I still remember getting my oil changed from this dealership although it was a few months ago. The customer service was top notch and very friendly! That is a really important thing that I look for in service besides the quality of work and service from a dealership doing maintenance on any of my automobiles or motorcycle. They have a very comfortable waiting area for customers with couches and tables, drinks, as well as a popcorn machine for you to snack on. I opted for my drop-​off appointment because they offered a shuttle service. I decided to be shuttled to the nearby 24 hour fitness while they worked on the oil and filter change. Everything in communication was perfect from drop-​off to pick-​up. I didn’t have to wait long and it was all easy. They were finished even before i finished my workout! The car came back to me in great condition, even with a complimentary wash! Highly recommended for you!

Michael Beit got us in and out fast and attended to all our concerns. He was very helpful and didn’t push anything additional on us that wasn’t necessary. After driving 1375 miles w/​in 21hrs and having everything checked, fixed, and /​or replaced, we’re now happy campers! 8D Oil changed, all fluids topped off, glass dings filled in, complimentary multi-​check inspection as well as a much needed wash AND 20% off the total! There was also complimentary back massage offered in the lobby which we didn’t get to enjoy because the service was so fast. I’m not complaining though. :)
If we lived in the area, this is where we would take our vehicle for service & maintenance.

I, like many if not most others, am very skeptical about coming to a dealership for service. I’ve worked on my own vehicles in the past, used independent shops and various other methods to get work done in order to avoid coming to a dealership. I had to have a fairly major service done to my Land Cruiser — timing belt, water pump, etc. and wanted to be sure an expert worked on it to ensure it was done right.
I called 2 independent mechanics in town I’ve brought my Cruiser to in the past, and I called 2 other dealerships in town. I was surprised how all over the place to price was for a somewhat straightforward service. One thing that shocked me the most is that after 3 emails and 3 voicemails another large Toyota dealership in the area (won’t mention any names but if you go skiing much you see it on the way out of town lol) did not once answer or return my messages to even give me a quote!
When I called into Mountain States, Eric Bennett took my call, knew exactly what I needed and was extremely helpful booking my appointment. He didn’t try to upsell me on super pricey addons which could easily double to price to well over $ 2k and respected my decisions when I did decline certain addons (which weren’t a bad idea I just want to get to them later when I have my next service). The kicker is that not only did they do a fantastic job on my truck, it was literally the least expensive quote I received among all the places I called! Eric is a stand up guy, and I look forward to doing business with him in the future. Also, my truck was filthy from ski trips and off roading and lots of biking trips, and they washed it very well which was a nice touch.
It’s not often — actually this is the first time — that I would recommend going to a dealer for service, but I had a great experience. I’d suggest getting in touch with Eric when you call because he is very knowledgeable and isn’t pushy.
PS — I’ve had a pretty bad experience with someone filing a huge insurance claim on my policy without my knowledge (like over $ 250) when he filled in two chips at a car wash once, so when I saw the guy at the dealer looking over my windshield trying to get me to authorize filling a tiny chip I became a bit wary. He was friendly when I said no thanks, but that was the only part of my visit that gave me pause. Still wouldn’t hesitate to go back however!

I’ve had bad experiences with the service department multiple times now. From having to have the side of my car repainted due to carelessness of the dept. to having the service writer try to solicit his tattoo business to me.
This past time was the last straw. I went in for my 20,000 mile service (at only 18,500 ish) and asked the service writer who checked me in to check the pressure in my tires since the tire light was coming in intermittently, due to the change in spring temps I assume. He assured me they always check the tire pressure. After my service, I went home thinking everything was fine.
Monday, after not having driven the car since the service, the tire light was on again. I knew immediately that MST had not checked the pressure since I’ve had this same issue with a different car (which was also purchased there). When I took the car to have the pressure checked at Just Brakes (since I live in Aurora) the guy informed me that the pressure in my tires was not only different in all tires, it was near 42 when it should be 32! And one of the tires was at 30. Not to mention my «next service sticker» said to come back at 36,000 miles, which isn’t even close. I bought the car at MST and have only ever had the car serviced there.
When I called to speak to a service manager at MST he seemed nice and offered a comp car wash at my next service. I hate to think of how unsafe and damaging the tire pressure difference was on the tires not to mention the drive train… and I keep thinking back to when they had to repaint the side of the car. I’m thinking I won’t be back for service.
Just a foot note, I’ve purchased 2 new vehicles from MST in the past 4 years and referred my family to purchase 3 more. The only good part about MST is a great salesman Robert DeGrassa!

Our family has been going to mountain states toyota since 1996. My brother and i both got our first cars here. We have bought multiple cars here (to be used commercially and for family use) and recommended them to our friends and relatives. But we no longer will be doing any business with them. Our troubles with mst seem to have all started when bought a toyota seqouia here which turned out to be a lemon. It constantly drifts to the right and wears out the right tires. Took it in and they said nothing was wrong with it. Well obviously there is when I’m replacing the tires every 3 months. Also the service department is a huge scam to take as much money from you as they can without actually fixing any issues. Theres always some kind of issue with the suv wether it be major or minor. Even though the car is only 4 years old. Oh and trying to get a hold of any service reps is a huge pain in the rear. A rep actually said to me after leaving 4 voicemails and repeated calls «oh did you leave the voicemail, i didnt even check it». Its just a big company that only seems like it cares about its customers on the outside but inside youre just another walking wallet. We are now slapping ourselves for all the money we’ve spent here for the last decade. Never coming back again. There are plenty of Toyota dealers around and I’m sure they would be happy to have our business.

I really, really hate their service department. I keep coming back because I think it will be better, and it’s convenient to get there for me. But it’s always the same story.
1) I make an appointment
2) I arrive there, then sit and wait in my car for anywhere from 15 – 30 minutes while they process «the line» of cars sitting there waiting to be serviced.
3) Then a window guy always hits me up about getting «free» window repairs, and tries to hard sell me on it
4) The lobby is relatively pleasant, but their wifi is not that great — I had to wait 10 minutes before I got logged in because there were too many connections
5) Wait forever for a simple oil change — and then they try to upsell you on «necessary» repairs to your car which are hardly ever necessary
6) Today I had the extra benefit of being mistaken for another person in the waiting room with the same first (common) name, and so had to wait even longer for my car because they were waiting for her approval for repairs on it. Had they done actually done the repairs, I wouldn’t have paid a penny for it, so maybe I should have let them go through with it.
7) Still waiting. 2−½ hours for an oil change. sigh…
I HATE THIS PLACE. I will never come back. I’m writing this review mostly to remind myself why I should never come here again; hopefully now I’ll finally remember why!

So I previously slammed Mtn States for what seemed to be a bait and switch ploy of quoting me one price and then charging me a higher one after I brought my car in for service. Irked because that wasn’t the first time I’d experienced that, I said that I would never return to their service shop.
Then the nice general manager called and expressed remorse. More meaningfully, he said that he would send me $ 150 to make up for their mistake in giving me wrong in formation. I said thank you and raised their rating to 2 starts.
Now it turns out that AGAIN I did not get the right information from Mtn States so I’m again changing the rating!
Nope. They didn’t send me the $ 150 they promised…
Do you believe it!?!
Uhhhhhh. .. they sent me $ 200. Yes, $ 200 when I was only «overcharged» for $ 125.
Hmmmm. I think they just found my weak spot.
So here’s the final scoop on Mtn States: Try em out. But be very very clear that you’re not interested in getting up-​sold; that you want them to follow whatever quote they gave you if you talked beforehand about the cost of service; and finally, if you’re not happy with what happens when you’re there, ask to talk with the general mgr of the entire operation: Mr. Tim Van Binsbergen, who really does seem to want you to be happy with your experience there.

We have been taking our 2002 Prius and 2008 Xb to MST for all services.
We have nothing but excellent services, thanks to Corrie F, out regular contact.
The oil changes are always scheduled to a time of our convenience.
They are always completed quickly, and with a complementary car wash!
The water pump replacement on the Prius was quick and reasonable in cost.
The Scion also had 2 – 3 warranty fixes on its wheel wheel, pillar rattling, and dash rattling. All completed perfectly to our satisfaction.
This not to mention the waiting room is most comfortable, with full WiFi so we can work with our laptops while waiting.
Compared to lesser experience and comments from Toyota dealerships that are closer to out homes+work places, we still are compelled to use MST that is not the closest to us.
Because of all the above, MST is also out preferred dealer for new vehicles, ie this 2008 Xb, and more in the future.
Keep up the good service please.
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2 very happy customers.

This is my first time at service department but I’ve been here looking at trucks before. Wasn’t sure what to expect since my phone calls never went very well. When I arrived I checked in to Unilocal and got a $ 19.95 oil change.
After I stood by vehicle for about 7 minutes with a really cool breeze. Mike came out to get me going. I showed Mike my Unilocal coupon and no questions asked he used it. I was expecting to pay over $ 40.00 today.
As I was walking to waiting area it came to my attention today is Waffle Wednesday. Dawn was making fresh homemade organic waffles. Even though I just ate I had to try one and it was delicious. Dawn comes in every Wednesday to make waffles and Thursday to make omelet’s. She does accept tips so be nice.
I have to say this is one busy place. The waiting area was almost completely full. They have a few couches and a few chairs and in the middle a flat screen Tv. They have complimentary water and coffee.
Over all the hour long wait wasn’t too long and there so busy I would expect it to take I bit not to mention they have to remove my skid plates and there going hand wash it for me. So far my experience was good, there always next time.

I have had my oil changed, purchased new tires and new wipers, and a few other services done here. I love it. I think they’re friendly, efficient, and I think the prices are reasonable.
A slight mishap occurred from my last oil change — I was having several other services done and the oil didn’t get changed. But I took it in yesterday and they fixed it. Quickly, apologetically, and it was fixed for free. They were so apologetic it made me wonder what kind of a$$holes they deal with on a daily basis. Mistakes happen. It was fixed. No harm done.

I took my Toyota Prius in for an oil change and realized on my way home that there was a chip in my windshield that had happened while my car was in their care. I stopped at a windshield repair shot right by my place because it looked like it was already spreading. I notified MST of what had happened via email that very day (with no reply — of course), then recently they crack spread and I contacted them to help with the cost of replacement and they said that since I had it repaired when if first happened that they would not help cover the cost and that I was on my own.
I will NEVER take my car back to them for service and I would never buy a car from a dealership that doesn’t accept responsibility for their actions!

After my husbands recent trip to get an oil change at Mountain States, we will never go there again. When he picked up his car, there was oil/​grease all over the seat, a HUGE dent in the door like someone had violently door-​dinged him, and they completely denied any wrong-​doing. After much arguing, they finally agreed to have someone come out to look at the door dent, and possibly fix it… but there were so many strings attached that we just didn’t bother.
They also were supposed to be checking out this «grinding sound» that his truck was making, and ended up «fixing it» but in the process they managed to mess with his brake lines and get air in them. When he went to brake at a stop sign, he went right through it because the car wouldn’t stop. We had to take it to GO Toyota on Arapahoe to get it fixed properly.

Mountain States Toyota service department is run by crooks.
When I called them to make an appointment for alignment service, I asked for a price quote. The service manager Eric quoted me $ 59 based on the model/​year of my car. But when I brought in the car for service, the service manager Victor told me the price was $ 79. I told him the quote I was told, Victor was willing to honor the price I was quoted.
But after my car was pulled into the service bay, a higher ranked service manager Mike came to me and said that if I chose to do the $ 59 job, it would be «total waste of my money and time.» If I wanted to get the job done right, I had to pay at least $ 69. they even predicted that I might need to pay hundreds of dollars extra if any parts needed to be replaced. So I told him again about my conversation with Eric, Mike said that Eric was not here and he saw no proof of it (i.e., I was lying). At that point, I realized that this shop was run by people that lack basic honesty. If I allowed them to service my car, they could come up any reason they wanted for unnecessary repairs. I would not be technically savvy enough to sort out truth, half truth, and total lies. So I decided to stop the work and leave. Yes, I wasted my afternoon. But at least I cut my losses.