Beware of service loopholes. We bought our 4th car from a Rahal dealership last September because of the great service we'd received. While searching the area for a new SUV, the question I always asked was "do I get a loaner with servicing?" Once the answer was no, I moved on, keeping Rahal's policy of loaner cars in the back of my mind. Finally, we went to Rahal's, bought a Highlander, again, with the promise of a loaner for service of 3 hrs. or more. Over the past 2 months I've needed servicing that was expected to take all day to diagnose. No car was offered since it wouldn't take all day to repair. Last time I called the Svc. Mgr. and got a car---my repair took 4 days! This time I called again for a service issue, didn't ask for the Svc. Mgr. again, but got Brad who I dealt with on the last issue. He wanted my car all day again but I couldn't get a loaner. According to their policy, the car has to be WORKED ON for 3+ hrs., not just not available to the customer. This was not how it was presented at the time of purchase. I love this car, but this is my last one from Rahal Toyota for sure!
Service and sales professionalism. Bobby Rahal and I had a misunderstanding when I took my car in for servicing. They were not aware of how I felt until I called it to their attention via a letter. They rectified the situation and even went over and beyond my expectations to make things right!!! They definately went the extra mile!!! And, they have reinstated my confidence them!! I must admit that I am AMAZED that they went so far to make me happy and to reinstate my confidence!! I only wanted what I thought was fair in order to rectify the situation...and they took it upon themselves to repair other things that were needed on my car...for free!!! AMAZING!! I can not say enough good things about my experience at Bobby Rahal Toyota!!! This dealership is a class act!! And, they really do care about the customer!!! I would give them an A++++++++++++++++++!!!!!!!
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