Business ProfileforNorm Reeves Toyota San Diego

I originally took my '98 Land Cruiser to Norm Reeves for an oil change and to check a squeaking noise that would happen >3,000 rpms (turned out it was the drive belt, which they replaced at a premium). I waited 6 hours to get my car back just to find on my drive home that the ** wasn't working. Took it back the next day and the service ***** had cut the wiring to my ** unit. Said they would need to find a replacement part since Toyota no longer manufactures it. After going in and speaking with *******************, he said he would have the ******* look at it the next morning to diagnose the problem because they didn't know what was wrong yet EVEN though they had called me previously letting me know the wires had been cut. Sounds a little shady? Got my car back the next day and the ******* went ahead and re-soldered the wires and recharged the ac unit and is now working just fine. So why did you tell me you needed to order a new part? Why did you lie to me and tell me you didn't know what the problem was when you had called me an hour before with the problem? Why did you lie to me and tell me the drive belt is nowhere NEAR the ** unit when it so obviously is. This place is just looking for any way to make a buck but they were barking up the wrong tree this time. My service assistant, *******, was the ONLY positive to this experience. Will never trust Norm Reeves (or Norm Thieves) with any of my vehicles AGAIN.

********************,Your explanation of this service visit is completely inaccurate. After your return to inspect the air conditioning, that you accused us of damaging. We found that your vehicle had been improperly repaired. ******* explained to you that the poorly repaired area has been that way for quite some time due to the amount of road debris covering the repaired area. She did not give you an estimate due to some parts not being available for your vehicle. Then I met with you and your mother, and you explained that the vehicle had only been repaired at Toyota dealerships and it was not possible. We sent you the pictures proving that the repair had been performed some time ago. You said it had to have been us that caused the issue. I explained that the area where the problem is located is not in the same area where we performed the work. The location of the issue is between the grill and the condenser. I recommended to leave the vehicle for my shop ******* to inspect since you were not being reasonable after my explanation. The shop ******* inspected your vehicle and found that there has been collision damage on front of the vehicle. He found poorly repaired wire harness that includes the air conditioning wiring that was causing the air conditioning not to work. He removed the tape to find a broken wire. I asked him to repair the wire. The shop ******* checked the national service history to find what repairs have been completed to the vehicle. It is not showing any repairs at a Toyota dealership since 2014. All the service performed shows it was completed by Grease Monkey from 2014 to now. Not a Toyota Dealership. It also shows the vehicle had accident damage in 2019. This could be where the vehicle was repaired. Not to industry standards. The shop ******* also found the air conditioning system to be pound low on freon.We had them top that off as well. The air conditioning system now is working. The problem was not caused by Toyota San Diego. The problem was caused by previously poorly executed repairs. We attached the broken wires to the repair order, for you to see. You removed them and took them with you. Your vehicle was repaired at no charge to you. The repair should have been your responsibility, but we took care of it in good faith. As I explained when you were here, the high-pressure air-conditioning switch and wiring are not correctly repaired to industry standards from previous repairs performed. It's unfortunate that we cannot attach the photos of the previous damage and shoddy repairs that were done prior to your visit. You were provided photographs of the damage as per our internal protocol and were not charged for any service provided. Considering your inaccurate review, maybe we should have.