Customer Beware! Last Monday (1/9/23) I took my Tacoma in for an oil change and coolant change. I also asked for a diagnosis of an issue with my air conditioner/defrost. I was disappointed when they called me after a couple of hours to say that I needed a new A/C compressor--at only 50,000 miles. What? But why I am giving a 2-star rating is because of 2 things: 1) they wanted to replace my serpentine belt when it wasn't needed, "because we will be in that area anyway" and charge me $78 and 2) the vehicle was not ready when promised and they didn't bother to tell me until 1 pm for an afternoon pickup. 1). They knew a new belt was not needed, and were going to replace it without asking if I wanted a new belt. I know it didn't need it, and faced with an additional $2000 expense when I brought it in for a relatively minor service, I didn't need un-needed additional charges. 2) They needed to order the part and said it would be delivered in 2 days. We even asked "will it for sure be done by Wed night?" and were told it definitely would be. We were relying on that time frame because we were planning a ski trip on Thursday. They waited until mid-afternoon on Wednesday to call and tell us that the part did not arrive and the repair would not be completed that day. Yes, there was a storm that delayed the delivery, but they should have know well in advance that the part would not arrive for this reason and let us know. I'm not sure what their reasoning was to not let us know earlier, but we wanted our vehicle back. If we had known on Monday evening or even Tuesday, we would have made an appointment at a later time that was much more convenient for us. We still would have had the repairs made, but at a much more convenient time for us. After I picked up my Tacoma, I waited for the customer survey they always send out--I am still waiting. They knew I was not happy both when they told me about the A/C compressor additional repair and when I finally picked up the truck on Wednesday--without it being fixed--and I really don't think this is a coincidence. I feel that I did not receive a survey because they knew that I would possibly not leave a positive review and they didn't want "corporate" to see that. We have been long-time Dolan customers, and are very disappointed at what I feel is an attempt to add items on to my bill that I do not want or need and that they didn't seem to be upfront and honest about what services I needed or should have needed. Again--an A/C compressor at 50K miles? That's crazy. I sure hope I don't need another one at 100K miles...but I'm not holding my breath. read more

We have been in the market for a truck for a year. We have been to a lot of dealerships and Dolan Toyota is HANDS DOWN the best! Excellent Customer Service and our experience from start to finish was truly amazing!!! Sahara was so knowledgeable, professional and kind--she made us feel right at home. My Husband is the automotive industry and I am in Sales myself so, we are maybe a little hard to win over, but her knowledge, expertise and the time she took with us won us both over instantly. Sahara ROCKS!! When it came to finance, JJ was clear with us on everything. He never once tried to skip over any fine print. He was super professional and friendly! This place is the epitome of excellent customer service! We are so grateful! read more

Dolan Toyota - Auto Repair Near Me - Reno, Nevada

I'm not sure I would return to Dolan Toyota for service on my 2013 Scion xB. It took about 90 minutes for my oil change, which is about what I expected (they said a little over an hour), but I have concerns regarding their pricing and service recommendations. I may not be remembering correctly, but my previous dealer charged approximately $50 for an oil change (in Roseville, CA) whereas here it is about $70. I had several services recommended, despite there being a clear record of at least one of them having been done in the last three months. My service advisor did drill down when I mentioned this and he admitted to the service being done recently, but it was still showing on my list of urgent services still needed when I received my maintenance printout. It sounds like the technicians go off whatever is recommended automatically rather than actually checking against your vehicle's maintenance file. I am also concerned about their pricing because when I received an email requesting authorization for the additional recommended services they listed an oil changes as over $100, despite charging quite a bit less at the counter. Having been in sales, I understand the concepts of MSRP but it is difficult to make a decision when accurate pricing is not included in the client's decision making process. I was assured I wouldn't be charged $100+ for a bare bones oil change and wasn't, but that I even had to ask is a cause for concern. Finally, they didn't bother to remove my previous service sticker and quoted me less than 2,500 miles for my next oil change when I know my vehicle's recommended oil change is every 5,000+ miles. I know dealers tend to be more expensive service-wise, but I felt like Dolan's lack of attention to detail, pricing, and service recommendations (whether careless or simply to make money) isn't a winning combination. read more

Actually an update to a prior review. Five stars today for friendly service, prompt service, and ease of getting in and out when my vehicle was dropped off and when ready for pick up. I was pleasantly surprised by the upbeat service personnel and their efficiency. Recall work was performed without a hitch and they even did a quick inspection. To top it off, they washed my dirty car. All in all, a Five star day for Dolan. Keep up the good work! read more

THEY CHARGE $185 PER HOUR FOR LABOR. AVOID AT ALL COSTS. NEVER BUY A CAR HERE. CARSON CITY TOYOTA WILL ALWAYS BE CHEAPER. They are the definition of a stealership! Literally anywhere else is cheaper. They charged me $550 for 30,000 mile maintenance. I will never be back! They additionally wanted to charge me $156 for brake flush while at big O tires they charge $95. Look at their facilities they need to rip you off to service their gargantuan infrastructure. read more

The team at Dolan Toyota in Reno is phenomenal. We are on cloud nine with the great trust and feeling of family we have established here with the great team. Beth Pollard has effectively guided us through the process of leasing and now to purchasing. The patient service and knowledge that is given to us during the process is beneficial and we are just so happy. Whenever we bring our car into get serviced it is always great as well. We are happy with the service each and every time. Thank you to Dolan Toyota Reno for the family style service. Make an appointment here first, ask for Beth Pollard and join the family. read more

I purchased a 4Runner on November 21st and worked with Dani Ming. She was excellent and was not pushy. She answered all questions and concerns as well as everyone I worked with at Dolan Toyota were very professional. I really enjoyed my interactions with Dolan team members throughout the process. I would highly recommend them to work with when purchasing a new vehicle. read more

Dolan Toyota - New 4Runner!!!! - Auto Repair Near Me - Reno, Nevada

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I found Dolan Service Department to be unorganized. I made an appointment a week in advance for an oil change. It took me 25 minutes to check in. It took them over 3 hours to change the oil. No car wash. Then it took me 30 minutes to check out. I dropped the car off at 9:00 am and specifically told them that I needed to pick it up by 11:30. I left at 1:15 pm an missed my appointment. I'm from out of state and unfortunately it was very inconvenient. read more

As I write this review they are in the midst of trying to commit fraud. Step 1. Walk in with a pre-approval from capital one. (also a current cap one auto loan holder) Step 2. They submit insane numbers to Capital One so they come back with SEVERAL HUNDRED dollar higher payment and needing way more money down. Nobody in their right mind could accept this so I say no. Step 4. They offer to go back with reworked numbers. They give more for the trade, they add in a discount etc... (in other words the real numbers) Step 5. Get you to sign a contract telling you the whole time (even in writing) that they are only working with Capital One. You drive off. Step 6. They now try to sell this contract to EVERYONE OTHER than Cap One. Bank after bank hit my credit report, Toyota finance hits my report etc... Capital One has nothing from them. SO. I call Capital One. I show them the contract. OF COURSE THEY WOULD FINANCE IT AT THE RATE AND MONTHLY PAYMENT I WAS EXPECTING. 100% NO PROBLEM. Took me 2 hours, had to talk to their supervisors to get it done but once I sent them the contract they didn't hesitate to take the deal. THIER OWN PARTNER tried to cheat them out of the loan and are using ME to do it. HOW DISGUSTING AND LOW. Now, they are calling the dealership to fight to get the loan that I walked in the door asking for in the first place AFTER my credit report takes the hit of all the inquiries. I would bet that RIGHT NOW as I TYPE this the dealership is preparing to notify me that they couldn't sell the loan as it was written. Even though Capital One approved it 100% and will honor it. Don't know how this will end, but I would strongly urge you to avoid them at all costs. There is no limit to what they will do to make an extra dollar. They DO NOT SELL CARS FIRST. THEY SELL FINANCING FIRST and will gladly commit fraud in writing to do so. SPOILER ALERT. Not IF, but WHEN you get the contract rewritten and need my signatures again, you can drive it out to me. I am not setting foot in your dealership again. read more

Well I figured this is worthy of a review. I spent almost 2 years waiting for my recall dashboard to come in for my Toyota 4-runner. When I showed up at 4:55 PM, it looked like it was in pieces. I got a nice surprise by the service person when he advise me, I now have a broken piece on my dashboard, and that piece is on backorder. My family loves Toyotas, however , it's becoming quite an inconvenience having to keep coming down to get things fixed for a second time. Update. I've increased my rating to three stars. It took 5 months to get replacement piece, but only 3 minutes to install it. read more

We had purchased two brand new vehicles from Dolan in 2019. We had taken one in for service on 3 different occasions. The first service the technician didn't tighten the oil drain plug, the second service the skid plate was put back on crooked and the 3rd service the skid plate bolt was missing. Furthermore, we brought our vehicle in for the Toyota lux care as we had dirt inside the sealed headlight portion, chipped window and a stain on the seat. All of which per the lux care package would be covered. Needless to say our claim was rejected. Tried to call and get an explanation but no would return our calls back. Finally after over 1 month we had called again and finally was able to talk to someone. We requested to speak with the general manager and again never received a call back. We are very disappointed in the customer service we have received from the service department... However, with the sales department, they've always been great from the start! The lux care package shouldn't be offered or pitched that "your truck will be covered" when in fact it wasn't. We will never be going back to Dolan again or referring of our friends. read more

Best of the best Toyota stores. Trust me I've dealt with all of them. Family owned store that cares. Especially Ryan and Brady Dolan. I've had the pleasure of dealing with everyone From sales to marketing. Even upper management. The best part of this store is the non- commissioned staff. I'm a little bias towards Toyota, and this store make me realize why!!! read more

Steve Umphress was our salesman. He was helpful, not pushy, and listened well. He orchestrated a great deal, even put the car aside and let me put it on hold one day with a deposit. Very satisfied, only negative was you sit out in the open on a table and chairs, to discuss deal specifics. sort of impersonal, it gets the job done though. Overall good experience, bought near Xmas and got a bow on the car for photo op. read more

Dolan Toyota - Auto Repair Near Me - Reno, Nevada

I bought a 2021 Tacoma TRD Off-road from the Dolan group back in October. I was so impressed with the way that they handled the entire process. I grew up around dealerships and the most important thing to me was that I never felt pressured nor tricked. When asked if I wanted any add-ons, which they didn't harass me with at all, I simply just said no, there was no lobbying or arm twisting. I went in for my 5,000 mile service this last week and although it was very busy, the service was great and I found everyone to be extremely helpful. Thank you for making the process easy and stress free. I won't be getting a new vehicle for a long long time (gotta love Toyota's reliability), but if you are, I would suggest a visit to Dolan. read more

Decided to take the car in for service as my wife refuses to take the car anymore. Service center staff seems nice enough, but it feels high pressure sales just getting an oil service. This is the main reason my wife won't take her car to the dealer, and the last visit at 25k miles 48 months they tried to sell her on a package totaling over $1k, which included items that don't have service recommendations, but may be a company recommendation. In my opinion there's either a lack of training or the greeter/team is commissioned based as they try to get you to agree to service that's not recommended by the "Toyota Maintenance Guide", unless you fit into "Special Operating Conditions", which most don't. This adds another $100+ to each service. One to watch is "Re-torque propeller shaft bolts (4WD)". Every oil change they want to do this (recommended every 15k), and never ask what kind of driving we do to see if we fit into the special operating conditions. Unless this dealer just puts every Nevada vehicle in this category? $120 for what they call the Red Service (spooky), which is just oil and oil filter change. Greeter seemed very disappointed when I refused what I believe and what the maintenance guide would consider unnecessary service. read more

Israel in sales and Galen in finance were both fantastic! Very accommodating and so personable. I didn't feel like I was being pushed and I got to drive several cars without feeling rushed. Plus, I got a better rate than my bank had approved me for so my payments were lower than I was expecting. Thank you also to Ryan Dolan and the Dolan family for all that you do in the community! read more

Dolan Toyota - Auto Repair Near Me - Reno, Nevada

Went with our daughter in law yesterday to do a trade in and purchase. They offered almost double what car max quoted for the trade in and shaved a little off the price. Gaylen did everything possible to be helpful. He was patient and offered an honest opinion when we asked for it. The dealership is very busy, but we never felt our service was diminished as a result. Thank you Beth, Gaylen, DJ and the Dolan family for all that you did for us and what you do in the community. read more

Dropping off the car for service was quick and easy come as always. Never really had an issue before and have always enjoyed our time here. I actually love it here, staff are normally so friendly and waiting room is perfect! We were supposed to get a 10% off for the basic service special, but realized we weren't given it until after the transaction. There was this whole ordeal on the refund causing a hassle, but some lady helped us out through it no problem. HOWEVER, we didn't really appreciate the way the customer service representative, Yadi Lopez, helped us out. While we were waiting, she had us move and stand somewhere else as if we were little kids that needed to go away. No smile nor please nor thank you. 1/5 for that customer service. Very belittling, considering the fact that we're loyal customers and have been coming here ever since we bought our first Toyota vehicle here years ago. Hope we don't encounter this type of customer service the next time we come in. Other than that, we will always come here even though we did have this experience. Will remain loyal customers. PS. They also rent their cars, wherein you can self-refuel or fuel upon return which they would charge $5.00/gallon. read more

I'm not sure why I go back. I like Toyota parts and trained service personnel but staff seems indifferent. And they're very proud of their parts and service that are way over priced. read more

Unlike my last 5 star review, this one isn't so positive. Took car in for window tint fix and heated seat installation. Window tint good. Window was greasy and should have been cleaned by installer. Toyota let this pass. A panel under the driver seat wasn't screwed back on. Toyota let this pass. Seats seem a bit uncomfortable after heating element added. Asked service person if this was normal. Never heard back. I asked for service advisor to call me. Never heard back. Not impressed. I can get this less than stellar service at another dealership. read more

Had a great experience buying the new car with my wife! Both josh and Mickey were very helpful and made the whole experience seamless!

Buying a car can be overwhelming especially when it's your first brand new car. Steve Umphress was very patient and took his time to explain the entire process to our son. Steve understands the magnitude of this type of purchase for a young adult. The process was flawless from start to finish. I would recommend Steve Umphress and Dolan Toyota to anyone in need of a new or used vehicle. read more

The quality of our experience with purchasing new vehicles, servicing and maintaining them through Dolan has been tremendous. I would recommend everyone to come join the family - Jeremy Sinner is a top notch representative of the company! read more

Dolan Toyota - Auto Repair Near Me - Reno, Nevada

Absolutely impressed with the service I get EVERY time I call or go in with my new truck. Wade in service is amazing and very helpful and friendly.. Highly recommend this place to buy a new truck or car. read more

I had an appointment for an oil change and tire rotation yesterday. Simple, right? 7 hours later, I leave with new tires, no oil change and a bill $300.00 over what I was quoted. Person was rude when I questioned the bill and then just stared at me. I called for the service manager but have not yet received a return call. Worse customer service. read more

My no means do I expect someone to keep me organized but when making an appointment for a standard oil change and after spending 53K on a truck you would think as a courtesy they would inform you that your 2 years or 25 thousand miles you no longer get free oil changes. If I had known or remembered I would have gone someplace else that's more affordable than $200 for oil change and a cabin filter. It is what it is, I like my truck and this is my 3rd Toyota but cant help but feel a bit of disappointed. read more

Me and my family would like to thank Doug Chinchilla with helping us purchase our new SUV/car. He understood what we had coming in and help us choose the right vehicle. He was very helpful throughout the whole process from beginning to the end of the sale, we can't thank you enough Doug! read more

Dolan Toyota - Auto Repair Near Me - Reno, Nevada

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I made an appointment online to test drive a car I wanted to buy. With multiple emails, text messages and a phone call the morning of to confirm I showed up for the test drive and they told me they told me the one I booked had sold and the other one I couldn't test drive?Such a waste of my time. read more

This was my first time buying a brand new car for myself, I had an old Saturn I got in high school so I was ready to make the step up to a newer car. Jairo helped me find my perfect fit as he kept note of the things I wanted in a car: good fuel economy, Bluetooth capabilities, and all around reliability. I settled on a 2017 Toyota Camry and fell in love right away. Then onto the financial matters, it was my first car and I didn't have a cosigner, so my interest rate was fairly high. After some talking with the help of Zac, he was able to get me a much lower interest rate and even threw in both warranties (I had initially only chose one due to cost). All in all, I had such a great experience from Dolan Toyota, thanks to the lovely guys Jairo and Zac that helped make this first car owner so happy. Will definitely recommend Dolan Toyota to friends and family, thanks Jairo and Zac! read more

Dolan Toyota - Auto Repair Near Me - Reno, Nevada

First...I will just say, that 3 weeks in, I love my car. I mean, I really LOVE it. After spending the last 2 1/2 years stressing over what the next thing that will break on my last car, it's such a relief to drive a car that's not trying to break me, or kill me. As soon as I walked in, both me and my faithful sidekick, Roxie, we're treated with courtesy and meant to feel welcome. Even though we went in there saying up front that we were "just looking". Dakota took us to look at a few Pre-Owned Certified vehicles. At first, I was a bit skeptical ~ as my last used car has been a living nightmare. But after discussing the Toyota warranty options, I felt more comfortable. As it turned out, I ended up finding "the car"... It was everything I needed...and oh so cute. We ended up meeting with the financial department and started the process to make her mine. Now, I won't lie. I ended up staying much longer than I planned. But I went on a Saturday afternoon, so it was busy. That's just to be expected. But everyone was friendly and helpful. Before the process was over, I went back with questions, and while I can't remember the gentleman's name (another sales person), he was great and was able to answer all my concerns and questions that I had thought of later. I have also had one experience thus far, with the service department. Word of warning....it gets busy. So expect to wait. Having said that, everyone was friendly. My only issue I have had that was not good, was the shuttle person. I ended up having to find my own ride there after standing outside in the cold for 27 minutes. When I had called 30 minutes prior to say I needed a ride back (which prior to me dropping off vehicle, I was assured would not be a problem) , he was a bit snide and told me I was calling too early and to call at 5pm. I advised him that I needed to be picked up at 5. He then said to call at 4:50. Apparently 4:30 was too early. So I called back at 4:50. He was again very short in his attitude. As if I was an inconvenience. At 5:27 (37 minutes after the call ) I am advised he is another 10 minutes away...by the Toyota office. So had he left at 4:30...when I called, I would not be standing outside freezing. I advised them to cancel the call and I would find my own way. I will never use this shuttle driver again. The only reason I dropped the car off on a week day was because I was told that it would not be a problem to accommodate my schedule. As a result, I was late to pick up my dog, frozen, and basically felt like the customer service in this particular department was severely lacking by this particular individual. read more

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Speaking for their sales. Ana was great in keeping me updated about their inventory. My salesman Austin gave me a great deal, coordinated with me regarding the paperwork and the whole process was seamless from start to finish despite living so far out and not being able to come in person. Anastasia at finance made finalizing the online paperwork very easy to do. Pick up was straightforward as Austin helped set up Toyota Connect and the car was ready to roll. read more

We purchased a toyota and finished paying it off earlier then the 5 years we set up the loan for. Toyota financial assisted us with the loan. Well when we didn't receive out pink slip we couldn't understand why. Come to find out if was sent to Nv dmv and our car became a salvaged title because it appears they sold us a vehicle that had been wrecked previously twice before we bought it and it wasn't released till we paid off the vehicle. So Mind ya Reno Toyota has been giving us the run around and giving us emails that don't even work. Shame on you Dolan Toyota. We purchased a 2016 with 3000 miles on it just to pay it off early to be told we have a salvaged title. Not good business for sure !!! read more

Dolan was helpful and reliable but I wish they were nicer about throwing in upgrades when people are paying full price and spending their hard earned savings and waiting months for a car. read more

I've been here on two separate occasions and had two different sales reps. Both young, a little inexperienced but also very receptive and understanding. They aren't afraid to ask questions and will to reach out to a superior instead of guessing. Everyone here is incredibly friendly and fun. Overall I am obsessed with my Jeep, the trade in they gave me for my car (which I also got a check in the mail for more), the complete transparency of the staff (everyone knows exactly what they're doing in their own department). I dealt with very little hassle and how well I was treated. My only advice to a future consumer, come here well educated and verse on the vehicle you want to test drive/possibly buy. Everyone starts from somewhere, so please have patience and be understanding. Happy shopping! read more

Dolan Toyota - 2018 Jeep Wrangler JK - Auto Repair Near Me - Reno, Nevada

Wonderful company! I wouldn't buy a car anywhere else. Our relationship started with us moving to town and using their service for the Toyota we own. I was so impressed with Mike and the rest of the crew at the service team, that I brought my mom in to buy a truck and Caesar was friendly, expeditious, and fantastic to work with! She got an incredible deal on a beautiful Tacoma and is so happy! It seems like Dolan really keep their employees happy and I have so much respect for that. The shuttle driver who took us home while our car was getting worked on raved about his experience working here. When we're ready for another vehicle, we'll absolutely purchase from here again! read more

Best car buying experience of my life 52 years old I've owned countless cars and this was by far the easiest and best experience I've ever had. Mason was amazing he took a little over 2 1/2 hours showing me every car that i was interested in. No pressure to buy a certain car. And he kept telling me all that he wanted was to make sure that I got the car I really wanted. He was patient, knowledgeable and very helpful. He told me to take a few days and think it over. Well needless to say I went back today and leased a brand new CHR and I couldn't be happier. You have great people on your team Dolan and I will definitely keep going to you and no other dealer in Reno read more

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This review is for the service department. I brought my 09 Sienna in for a few things. The reason I went to the dealership is that two of the items, work on the cruise control and parking sensor needed to be done at the dealer. I also asked them to do a lube, oil, and filter, check the brakes that were chattering while doing high speed braking a and check the van over before the winter. I got a call with an estimate of $2000-4000 for the cruise control and sensor. I told them never mind. The service manager then informed me of a laundry list of things that needed work. The rear differential was leaking badly, rack and pinion was leaking as well, new brakes, on and on. The estimate for that work was $10,000. Again I told them not to do any of it. The LOF ended up being $91 and the inspection came to $275. I took the van to a local mechanic in Truckee. We are waiting on one part for the differential mount, but everything else on Toyota's list came to, gasp, $500, including new brake rotors. The part on order and install isn't expected to cost more than $300. If I could give negative stars to Dolan toyota I would. I am currently looking for a new vehicle and this dealership will never get any of my future business. Stay away! read more

0 stars. I went in for an oil change after making an appointment. I was called about an hour and a half later that my vehicle was ready. So far, so good. On the way back to California, maybe 2 hours later, I received a call that the mechanic did not put an oil filter in the car. What?????????? The vehicle was being driven without an oil filter for 2 hours??? Yes, that's exactly what the service department guy told me. I'll leave his name out because well, he was actually concerned. I was told to pull over immediately. So, the car was taken to a different Toyota in Vacaville. Upon arriving, we asked the service rep to let us know if there really wasn't an oil filter in the car. First of all, I didn't even know that was possible. Wouldn't the oil dump everywhere? After checking, they found that yes, the Toyota in Reno let us drive away without an oil filter. Wow. I also learned that there is some sort of seal in newer cars to prevent leakage. Thank goodness. I had to pay for the oil change in Vacaville and get reimbursed in Reno. When I went back to Dolan, my service guy was on lunch. Instead, I was directed to the assistant supervisor. He had absolutely no idea what I was talking about. Anyhow, I put in my request for a refund. I am really bummed about this incident. With a family of Toyota vehicles, I am now scared to bring our cars here for maintenance. I was also just highly complimenting this dealership because of my history with Dolan...I will have to unfortunately go elsewhere now as the trust has been lost. read more

I`m a long time Toyota owner. My corolla is creeping up there in age and I happened to get one of those lovely recall notices for my passenger air bag(J-O-Y!), so I called the dealership to inquire about getting the part replaced. The person who answered the phone was nice enough and let me know that they would have to order the part. No big deal. She told me it would be about two weeks and took my vehicle info, name, phone number. SWEET! Well, two weeks came and went, so I called back and they informed me they were not getting the part in until late January(these initial calls took place back in November). Okay, not a huge deal. I understand. Waiting, waiting, waiting. I called two weeks ago and they notified me that the parts were in but they would need to "sort" through their stack of paperwork to find my order and call me back. Okay, fine. They did not call back. I called back again a few days later and was transferred to someone's voicemail and that person did not call me back. Needless to say, I was over it at that point and to this day have not received a call back from them. Lame. I called Carson City Toyota and they told me they had to order the part(Ugh! Not again!). Fine, okay. They called me the next morning and said they had the part and could schedule my service. In the end, Carson Toyota took care of my car QUICKLY and they actually called me back. So, like I said, my car is getting old and I will absolutely want another Toyota soon, but based on Dolan Toyota's lack of service or even a call back, I will not be going to this dealership. Take your business to Carson, where it feels like they at least care about their customers. read more

This review is for the service department only. We both had our Toyota's serviced at Dolan back in February and while we were not necessarily impressed at that time we weren't discouraged either. Which brings us to today....our Toyota Camry needed a 55,000 mile oil change and tire rotation and our Toyota Tundra needed the standard 20,000 mile service (oil change and tire rotation). I called and scheduled our appointments several weeks in advance with the Camry scheduled for 10:00am followed by the Tundra at 11:45am. Figuring we could come back and switch vehicles at 11:45am. I arrived at 10am and pulled into a very busy service department, I stood next to my car not being greeted by anyone as that is what the folks in front of me were doing....after about 5 minutes of no acknowledgement I walked into one of the offices and asked the lady who was working with another customer if I was supposed to stand at my car or come in and let them know I was here? She said "if you could just stand by your car we will be with you as soon as possible". She was polite about it and seeing how busy they were I didn't think a lot of it. I continued to stand for a few more minutes and was acknowledged by a man who asked me if I had an appointment, I said "yes, I have an appointment for 10am" and he said "Oh, your early"....interesting since I pulled in at 10am and had stood around for a minimum of 7-8 minutes. He directed me across the service department and told me to talk to "the guy there in the blue shirt"...I walked over to the man sitting behind a desk in a blue shirt. He was on the phone and said "I'm on the phone with the warranty department and they are on a different time zone so I will be at least 10 minutes"....I told him I would go back to my car and wait for someone else. The man who had directed me before saw me and I told him that the man in the blue shirt was on a phone call and was unavailable, so he directed me to Brian. Brian was finishing up with a customer but did get to me fairly quickly and I sat down and told him my name, etc. and he was able to look up my appointment. He then said "What are you here for today?" I thought to myself, didn't I explain that to the person who scheduled the appointment, but didn't say anything. I said I was there for a routine oil change and tire rotation...he said, "oh, ok" and proceeded to get the paperwork together. I also told him we were planning to switch cars at 11:45am. A few minutes prior to 11:45 (when the Tundra was scheduled) we hadn't heard from the service department so we headed back. We returned to Brian, he continued to be busy but we were able to check the Tundra in. During the check in process for the Tundra the paperwork for the Camry arrived. Brian explained what was done to the Camry and said the cabin filter was replaced....we asked him why and he said "it was dirty and needed replaced", we asked him the cost and he said "$25.00 for the filter and we don't charge for the labor". We were kind-of shocked, we had never been to a Toyota service department where they replaced an item without first checking. I asked him if it was normal for them to replace a filter without consent and he said "no, I figured you would be fine with it and we were really busy". He did immediately offer to deduct the cost of the filter from the bill, which we appreciated. My bill was $80.00 for a synthetic oil change and tire rotation, since it had been a year since the last one I thought that sounded about right and we didn't question it. We left and were looking at the paperwork and noticed the oil change was $50.24 and we were charged $24.95 for a tire rotation!!!! What???? Not trying to compare but our old Toyota dealership NEVER charged us a penny to rotate the tires when we were in for routine service. In addition, five months ago we were charged $15.00 for that same tire rotation at Dolan!! And amazingly, the brake pads grew from last visit to this one on all four wheels!!! The front brakes by 3 mm. (see pics) Wonder how big they will be next time? We received the call about 4pm that the Tundra was ready 4 hours and 15 minutes after we dropped it off for a 20,000 mile oil change and tire rotation. There were many people waiting to be helped and again it seemed everyone was waiting for Brian. I inquired with someone else if they could help us get the Tundra and he did help us out. I also asked a manager about cost of the tire rotation and was told the new service manager increased the price as of June 1. We do not believe Brian was at fault for any of this, we could see how busy he was and noticed while he was swamped many other Dolan employees appeared to be doing nothing, and noticed one even playing on his cell phone. At this point, we intend to look elsewhere for our Toyota service needs and will recommend the same to others. As far as service, don't waste your time. Good luck Brian, this place is a mess!!! read more

Dolan Toyota - January 2016 - Auto Repair Near Me - Reno, Nevada

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