Customer ReviewsforPappas Toyota

Sorry, but this is long in order to explain everything....explaining how Pappas attempted to steal $7000+ of my money. They told me I was going to have to pay $8,000+ because I would need to replace the engine and catalytic converter. The associate that I was working with, *****************************, told me what caused everything to go wrong was because the location that I last had my oil changed, added the usual amount, but forgot to drain the old oil. That right there tells you of my lack of knowledge in vehicle mechanics since the place I had my oil changed has done it for the last four years, along with all upkeep of the car. I could go on and on and on.... (and I will). I live in *******, and was on my way home from ***********. The car broke down on the highway, I asked to be towed to the nearest Toyota dealership. That is when everything started. After being told it was going to be 10 days before I could get the car back due to everything they would need to do (including order and engine an wait for it to arrive), I decided to fly back to ******* and have the car taken to a dealership in a convenient location (40 minutes away home, rather than 10 hours). When I decided to ask them to also do a diagnosis, the found NOTHING as serious. They called ***** to catch up with what with what ***** said was wrong because they could not find the particular problem(s). ******************* up each 4 times they called him. In the end, SOMEhow, diesel fluid ended up on my spark plugs, and "suffocated them" (if you ****** that, you will find a lot of information). The nozzle from a diesel pump at the gas station does not and will not fit in a car's fuel tank. I tried it. In the end, they replaced the spark plugs, lowered the gas tank to get out all diesel and then of course re-testing for driving and labor. A total $700 bucks rather than $8000+. Gee....I wonder if being ten hours away from home and trying to take advantage had anything to do with that.

Our records indicate the vehicle was towed in on 10/30/23. Despite not having an appointment, the vehicle was added to the appointment log for the day. A full description of the repair/diagnosis is documented on repair order# ******. Check engine light on, vehicle will not stay running. Found diag. codes stored, and found that the oil level on the dip stick to be several times higher that the factory rating. Found 9.4 qts. after draining the oil into a container. Added 4.4 qts (the needed amount of oil) and changed plugs and the car began to knock heavily and would not stay running. Check engine light still on and the car would slam into drive and revers, knock under load. Re-drained oil and inspected the filter. Found metal debris in the filter. Debris is mostly copper which indicates rod bearings material. Further diagnostics reveal exhaust manifold full of oil. After running for 30 minutes new plugs are covered in oil again. Due to the oil being so high the engine was damaged with multiple components covered in oil. Given the issues the oil level caused, including metal shavings, It was recommended that the best course of action to fully repair the vehicle was to replace the engine and exhaust manifold and try to clean the rest of the vehicle. Raw oil and fuel were also found on the bumper cover and muffler. This recommendation was declined by the customer and the vehicle was towed to another facility. Our diagnosis and recommended course of action were correct for the condition of the vehicle at the time it was in our facility. We cannot speak to the experience, pricing, or diagnostic tools used at another facility to properly diagnose a vehicle or repair it correctly. Diesel Fuel: Pappas Toyota does not have access to diesel fuel on site and this vehicle was not taken to a gas station. Having said that, we cannot attest to what happened to the vehicle before it was presented for repair at our facility or what happened after it was towed from our facility. The customer paid for the work that was performed, and the recommended work was declined.

Was told by the service department that my coolant flush would be only $139.00 on the phone. When it was time to pay, the price increased $50.00 for a total of $189.00. Was told that there was nothing they could do. I was scammed out of $50.00. Could not get my car back until the full amount was paid. I have just filed a complaint and reporting this to the Better Business Bureau (BBB) and their ***************** This was an obviously a bait and switch tactic. Pappa Toyota's response will probably state "Sorry for the mistake, but it wasn't our fault. Our employee should have known better." I will not be surprised if this dealership resolves this issues.

Our records indicate that Mr. ******* was in the dealership on 06/24/23 and received a coolant flush service for his 2011 Toyota Camry. This service was performed and charged according to our pricing matrix for that vehicle, and a $10 coupon was applied at time of sale. While we cannot confirm that a verbal quote of $139.00 was giving to Mr. Watkins, we see that this appointment was made using our online system. After reviewing subsequent records for Mr. ******* vehicle, we see that the same service was performed 10/2016 for $150 and again in 03/2020 for $149.60. Given this pricing history and rising labor and parts costs associated with the repair, a price of $139 is not our current pricing for this service. Further, our dealership has been serving the greater St. Louis/ St. Charles/ St. Peters area for more the 45 years and has an outstanding record of customer service. We did not accomplish this longevity within the community by using unethical practices. This is not to say a misunderstanding or human error could not have occurred, and because we are in the business of working with and educating our customers, we have issue Mr. ******* a check for $25 in an effort to provide customer goodwill. This check has been mailed to the customer at the address listed on file. Our Service manager, Kyle Albrecht also welcomes a call with Mr. ******* to discuss pricing.

I took my 2018 Camry to Pappas Toyota in ****************, ** as I was having issues with the **** system. Pappas service department analyzed the car and told me the issue was a failure in the **** assembly that was located under the dash. The diagnostic team identified the error by the code it received from the ****11 port. The service team provided me with the error code and the part number in question.The estimate came back and parts/labor would cost (with tax) $4,695. This seemed very high, and I was interested in options. The service manager quickly asked if I was interested in selling my car. If I were interested in selling my car Pappas would be interested since their used car inventory was low.I was then informed the failed part was not available and it may take some time to locate the part. I called to a few other dealerships around town and the part cost varied from $1300 t0 $2200 from one dealership to another. This process was several months long as there was not any availability of the part in North *******. After calling Toyota North America corporate I learned Toyota was not seeing an issue with the part in question that Pappas reported failing.Finally, I expanded my search to another dealership (Dealership #5) in the St. Louis ***** area. After 5 minutes on the phone, the service/parts team estimated that it was not the part Pappas recommended because that part was a total assembly that included several other parts and they had not ever seen a failure in this larger **** assembly. There assumption (Dealership #5) was a failed solenoid and I agreed to drop my car at their shop for analysis.The service team from the final Dealership #5, reported that they identified the failed part by the ****11 code and it was in fact only a solenoid not the entire **** assembly. The part in question cost $290 vs. Pappas quote of $2,200 for the incorrectly diagnosed part. Labor for the repair from Dealership #5 was estimated at 8 hours vs 15 from Pappas.

On 3/31/21 ***** * (*************************) brought a 2018 Camry in for Diagnosis on HVAC system. The technician recommended new HVAC assembly due to seized vent door and burnt internal circuit of server-motor. 12/20/21 (9 months later) ************************* contacted service department to order HVAC assembly and then make appointment when arrives. HVAC arrived 12/22/21, our Service Advisor tried to contact ************************* multiple times with no response. ****** review from ********************* appears in January stating customer called 5 dealers and then he took his 18 Camry to other dealership and had servo motor replaced. We then discovered that ********************* was also customer ************************* and we were then able to contact him. After listening to the customers concerns, the first thing we told him was that we were glad his Camry is repaired to his satisfaction. We apologized for the confusion and let him know the original diagnosing tech on 3/31 was no longer with Pappas Toyota. We also explained that on 3/31 the servo motor may not have been available at that time. ************************* then accused Pappas Toyota of over pricing the repair as a plan to steal/buy his 18 Camry. We explained that was not the case and Pappas Toyota does not practice business in that manner now or in any of our 45 years of business. If ************************* had contacted us before going to Dealer #5 on 12/30/21 and checked in on availability of his ordered servo motor, Pappas Toyota could have completed same repair. As we explained, 9 months had gone by since we had seen the 2018 Camry and Service Advisor was referencing previous notes. Again, we apologized for confusion and his frustration. ************************* then mentioned he had silver paint peeling on his front bumper from a ******** center repair. We had our ******** center contact him ASAP and he stated he needs to find time to bring the vehicle in for this repair. We are glad that the vehicle is repaired and sorry that we were not able to deliver the level of service we would have liked to the customer for this repair, but we look forward to earning this customers business in the future if the customer is willing to give **************** the opportunity.

I reject this response as their feedback and replies continue to change each time they are questioned about this issue. Not once in the original diagnosis was it recommended that user I motor had failed. The recommendation was for the complete assembly which was almost 10x the cost of the eventual servo motor that I had replaced. I will continue to respond to this feedback to ensure customers hear and understand what actually happened in my situation.

Spoke with the sales rep over the phone. They put a $3000 addendum on a truck; a 12% ****-up (on an SR ****** nothing fancy). Stacked 3k on top of MSRP, just to push me to buy a used truck that had **** miles on it for MSRP. The salesman then frustrated hung up on me. What awesome service. Funny part is Ive bought 2 4-runners from there in the past and now instantly regret giving them one cent. Do business elsewhere!

We currently have market adjusted pricing based on historically low inventory levels. We strive to be as up front and transparent as possible with pricing. All Customers are free to make a decision to purchase or not based on the price quoted. Hopefully the market, economy and inventory levels for all products, not just vehicles will return to normal operating levels again.