Jerry Ackerman Toyota
Reviews and Complaints

I bought a 2018 Rav 4 and started having backup camera problems within 2 years of my new purchase. I reported it multiple times and was told that I had to bring the vehicle in when the problems happened so the mechanic can catch it acting up and fix it. After many complaints and video footage of the backup camera failing to display, the company replaced the back up camera. Well, this didn't fix the problem and the back up camera still wouldn't display on my new RAV4. I was told that their hands were tied. I spoke with the manager in services, *** several times and he told me that he couldn't do anything else, even though the problem wasn't fixed. Well, now there's a recall on Rav 4 back up cameras and the fix is to replace the back up camera and the wiring to the audio, which will fix the problem. I called *** and told him this since my Rav 4 was still giving me problems and he again said that since the problem wasn't happening frequently, they couldn't fix it. This is not acceptable and I regret buying two new vehicles from this dealership. One was my Rav 4 and I previously bought a new Camry. I was treated well when I was spending my money, but when problems came up, the good treatment turned sour and they were less accommodating.

Absolutely amazing staff and service crew. I am very pleased.

The service is fast and the people are so polite and professional

Loved the people and services provided, thank you Jerry for making it happen.

timely and very friendly service.i have been coming to ackerman for many years. very professional

Ackerman Toyota has an incredible team with incredible customer service! They make the process of renewing a lease seamless, even in the midst of a pandemic. I will be a long time customer!

I don't know about the 99.95 thing for cleaning the car. But I keep coming back to Ackermann. I have an extended warranty for my car with them. I feel good about that. They do take care of you

Professionals all the way. From the front desk, to the service department, to the cashier! Always explain the problem (if there is one) and recommendations for correcting it. Oil changes are quick with the extras provided, like topping off liquids, checking filters, tire pressure.

Good customer service and Rich was upfront about options. I had my 4Runner's oil changed along with break and power steering fluid. Rich notified me that upon my next visit I should consider getting my differentials serviced and provided me a quote for that option. I appreciated his upfront and seemingly honest demeanor.

I can highly recommend Ackerman, automotive needs. The service department is absolutely wonderful and the two ladies that check you out or fantastic. Both have been there for many years and always provide service with a smile. It is company employees that make a business successful and I can see why Ackerman, has retained so many of their employees for over the years.The new facility is so inviting. I wish them the best for the new year

We recently moved to the south city area and switched from Seeger Toyota to Ackerman Toyota. It has been nothing but terrible since we’ve started going to them this past summer. Their service dept. has the worst customer service I’ve ever experienced, especially Dennis. We originally had service done to fix a noise that our car was making. They chargeD us $1300 for a multitude of things saying that it would fix our concern and ended up giving it back to us having not fixed our main concern, which they actually made note of that it wasn’t fixed prior to giving it back. They did take care of it at no cost once it was brought up but they were extremely defensive and rude when the mistake was pointed out. While it was back on the lot getting re-service our car was vandalized and totaled out by our insurance. The service team was extremely rude and unsympathetic to our situation and in no way helpful as to what we could do. They simply said “it’s not our issue, it’s not on us, you figure it out”. I am shocked that these men still have a job with the way they treat their customers. We will never be going back there again and we will be telling everyone we know how terrible our experience was.

I purchased my vehicle in November [protected] 4Runner), and I've used Ackerman Toyota to service my vehicle. Up until my most recent visit, my only complaint was the amount of time I'd have to wait. Almost 2 hours for a scheduled oil change and tire rotation is way too long, but things happen and I understand that. However, the last time I brought my vehicle in for an oil change and tire rotation, I was lied to about the condition of my breaks. Mark *** called me to tell me my front breaks needed to be replaced immediately, and only had 3mm left, but the rear breaks were still fine. He quoted me around $450 to replace the pads and resurface the rotors. I declined, he called back a few minutes later saying they could do it for about $400. (I don't recall the exact amounts) About a week later I dropped off my 4Runner at a mechanic I've used for years. He called me and told me my breaks are fine, and there is no need to replace the breaks at this time. They had 35-40% left. He also said the front and rear breaks had the same amount of wear. I know service managers get bonused on different items and are incentivized to upsell customers, but this is just a money grab. FYI its different item(s) each month. I guess I hit the breaks and rotors month. I'll get my breaks replaced when the need to be replaced, and it won't cost me $450 to do it. I'll buy Toyota again, but not from here.

On Saturday, January 16, 7:46am, I arrived at Ackerman Toyota for an oil change. Since COVID-19, I followed the guidelines: scheduled an appointment and greeted a representative before the Service Advisor at the desk. The representative advised me to see Steve ***, who would get my paperwork started. Steve and I exchanged greetings, then he immediately mentioned issues about my vehicle that were denied at my last visit. I informed Steve of my awareness and the issues were going to be addressed. The purpose of my visit was an oil change. He proceeded to write the service amount on a ticket, and then asked for my initials and signature. I informed Steve that I have a coupon. He handed me the ticket, accepted and reviewed the coupon, then received the ticket back and changed the amount he had written. I walked to the waiting area. Steve addressed me at 8:45am approximately. He said, "Ms. I would like to show you something." Steve and I walked to my vehicle. He informed me that the front chrome trim piece came off while the technician was performing service on my vehicle. I asked, "What happened?" He said, "Well your car has 212,000 miles on it..." I said, "Do not disrespect me. The number of miles on my car has nothing to do with a technician handling and destroying my car." He continued, "I am not disrespecting you, but the car is old and has rust..." I said, "Do not say anything else to me. I would like to speak to someone else." I could see Steve and Robert ***, Service Manager, talking. The two approached me at my vehicle. Steve was quiet. Robert, who I have seen at the dealership service department for 15 or more years, approached me irate and spoke in an unacceptable tone and with attitude. He said, "Your car is old and has rust. Your hood struts are worn, and there is nothing we can do. Here," handing me the front chrome trim piece. I said, "I do not want that. He (Steve) can put it on the back seat. My car was not in this condition when I arrived. Who else can I speak with?" Robert said, "Me," then "He'll be in on Monday." Robert walked away. Followed by Steve. I went back to the waiting area until my invoice was ready. It took awhile so I approached Steve at the service desk. He and two other individuals (one in front of and one behind the desk) were talking. I interrupted and asked for the names of everyone I spoke to, and name of the technician who worked on my car. I informed him that I would be writing reviews, especially on social media. Steve informed me that Robert was handling the situation. Minutes later, Robert asked to speak with me. We walked to my vehicle. I explained to Robert that the initial communication from Steve to me was inappropriate. I said, "You know how long I've been getting my cars serviced here." Robert interrupted and said, "I have ordered the part, which is costing me $75 dollars plus labor. He will call you when the part comes in." Robert raised the hood of the car to show me the hood struts then lowered it to demonstrate what happened. He continued to say that my car was old and rusty. I stated, "Look at the recommendations for five plus years. The service department knows it is not operable. But this has never happened. I do not care if my service fee was $2, I will not be disrespected" Robert said, "Well, it's going to continue to happen. And we will not be disrespected either." I said, "Okay. I just will not return to Ackerman." He said, "Fine. You don't do anything, but get an oil change anyway. Go to ***. It's going to happen there too." I said, "You could have left that part out." At that moment, I did not feel a sense of belonging at Ackerman Toyota, and wished I would have recorded the comment. I returned to the waiting area. At 9:10am, Steve approached me with my invoice. We walked to the cashier. I asked, "May I have the names of the individuals I spoke with about my vehicle, and name of the technician who worked on it?" I paid, then walked to my vehicle. My car keys were on the driver's front seat. Again, I did not feel a sense of belonging. I thought, "Do they know the car door locks automatically if the key is not in the ignition?" I purchased my first Toyota vehicle from Ackerman Toyota in 1995, a 1994 Corolla. Since that year, I have owned a 1998, 2000, 2001, and 2004 Camry, and a 2006 Avalon. The 2001 and 2006 vehicles were purchased at Ackerman Toyota too. The 2006 Avalon has been serviced routinely at Ackerman Toyota. Yet, in the past three-four years, I get an oil change and a tire rotation only. Despite the customer service, which race, equity and inclusion cross my mind, I believe Toyota has the best vehicles. I have driven my 2006 Avalon since 2005. It is horrendous, extremely bad for a Toyota Service Manager and Service Advisor to demean the quality, reliability and reputation of Toyota Motor Corporation and Toyota vehicles. Also, on Saturday, January 16, I wrote a *** Review and *** Review, and emailed Mark ***, Service Manager, and Toyota Motor Corporation about my service experience. On the same day, I received several automated emails from Ackerman Toyota, and an automated email acknowledgment from Toyota Motor Corporation. On Wednesday, January 20, Toyota Motor Corporation sent me a response, which stated Mark *** would contact me. On Thursday, January 21at 7:28am, Mark contacted me and immediately was intentionally ambiguous to the statements in the reviews/emails. He crossed boundaries, made unexpected statements, and offended me. I wished the conversation was recorded. Mark referenced the mileage and the year of my car (2006), and said that the car is brittle. Similar to statements made by Ackerman Toyota workers Steve *** and Robert ***. Several times Mark made unwarranted statements and criticism. According to Mark, since I will no longer be a customer, he is not willing to pay for the repair. Again, I wished the conversation was recorded. Who said that I am no longer a customer? Mark replied, "The service will not be completed unless you remove the *** Review." I stated, "I am not removing the *** Review until the service is completed." Mark stated, "Oh well." I informed Mark that I will contact the Corporation. The call was terminated. I feel Mark, Robert and Steve should understand (1) listening is a skill, which should happen throughout the conversation, and (2) making the same customer service mistake repeatedly can damage Toyota sales. Mark, Robert and Steve made me feel uncomfortable, and they ignored my direct complaint which is offensive. The best thing they could have done was apologize, correct their behavior, and repair my car. It is recommended that Mark, Robert and Steve create cultures of equity (fair treatment) and inclusion (sense of belonging), learn to pull back in the conversation, and stop disrespecting other people.