I’ve been coming here ever since we moved to the area and recently had my Corolla brought in via tow because of a flashing check engine light. My service advisor told me diagnostics usually cost $200, but he would be able to bring it down to $150. My car ended up needing an ignition coil replaced. Soon after I left the dealership, it was brought to my attention that dealerships will often roll the diagnostic fee into the repair if you decide to move forward with the recommended repairs. I called the service department to ask how much a diagnostic costs and, to my surprise, was told the initial diagnostic is free. I then asked how much it costs for returning guests and was told that was free as well. I was then transferred to my service advisor, who told me that if the person I spoke with said it was free, they would honor it because he wants to make sure I’m 100% satisfied. But honestly, a refund doesn’t justify it because it just doesn’t feel like an honest transaction. Why tell me diagnostics usually cost $200 but that you’ll give it to me for $150 when your BDC representative is telling customers the initial diagnostic is free? I went into the dealership and spoke with the manager, Mark. I told him I had called and left him a message and hadn’t heard back. His response was, “Well, you called me before 8 on a Saturday, we’ve been busy all day, we had over 100 cars, and I still have an hour,” in a rude tone. If you already know a customer is upset about their experience, it should be your job to use your customer service skills to diffuse the situation and potentially salvage the relationship. He could have simply said, “I apologize I haven’t been able to get back to you. It’s been really busy, but how can I help you?” I explained my situation and what I had been told by the BDC representative, and he explained that the initial diagnostic is free, meaning the tech uses the reader to pull the codes. So the diagnostic price covers the time the tech spends further investigating the codes. He also explained that dealerships can’t waive those fees because it wouldn’t be fair to a tech who could potentially spend four hours diagnosing a vehicle. I completely understand wanting technicians to be paid for their time and hard work. If we were using that logic, how would it be fair for a customer to automatically pay the full $200 if the tech finishes in one hour? If techs are billed by the hour, then why not charge a customer based on the time actually spent diagnosing the vehicle (I.e. one hour=$50)? It seems like you have the liberty to charge whatever you want, but then you have your BDC representatives telling customers that the diagnostic is free, which is incredibly misleading. If a diagnostic can potentially cost up to $200, maybe that should be clearly explained from the BDC end. To the average consumer, “initial diagnostic” would mean the first time I come in to have my car diagnosed is free, and if I come back in the future with a completely separate issue, I would have to pay for it. That’s how I perceived it, and I don’t think I’m unreasonable for seeing it that way. All the other times I’ve been here, I’ve had no issues because I was typically there for routine maintenance. It was always easy in and out, and no one particularly stood out to me enough to have a preference. There’s really no way to know if a business is truly run well until you encounter an issue, and how they handle that issue tells you everything you need to know. Mark could have turned my two-star experience into a four-star one, but instead he was cold, defensive, and seemed like he didn’t really care. At one point, he essentially chalked it up to, “I can tell you’re not going to be satisfied.” Nowhere in the conversation did I feel like he empathized with me or tried to understand why I was frustrated. A little hospitality goes a long way.

I had an amazing day today with AC for helping me to make the right choices for my budget. Thank you.

I purchased my Corolla back in 2016 from here and continue to come back although I have ones closer to me due to their exceptional service.

Kailey and Brandon took excellent care of my car service. Also provided me with a quote for new tires.

Staff friendly and service good. I was kept informed of time until service was completed

Good experience this morning they went over everything and I was satisfied with the results they did a good job

Good service. Talks to customers get information about vihicle, problems, preference and provide recommended service

I loved my service representative! He was very courteous and made sure my needs were met! He made everything clear to me and made sure I understood what was necessary to be worked on. Also I was very happy to hear him talk about the videogames we both were a fan of. Overall great experience!

You guys did very well.thank you..am so grateful 🙏 I appreciate what you did

Ger always provides us with an excellent service. Appreciate his help. It would be nice to get more coupons as the maintenance has become very expensive. Thanks!

The Toyota of Rock Hill location has very friendly and knowledgeable staff. The waiting area is comfortable. You can get great coffee and tee for free. Also, you can buy some snacks that are available per your choice.

David Bowles has handled our family’s service needs for many years. He is reliable and forthright, and we greatly appreciate him!

I always have the best experience at this dealership. They keep me updated on my vehicle and I never have to wait. Great communication and customer service!

Great service,and all personal just extremely professional. They worked on my SUV with results wonderful Thank you all

I have had a very positive experience with this dealership from the person that cares for my car maintenance, the gentleman that sold me my latest car and the manager.