Passport Toyota

I’ve been coming to this service center for about three years, and to be fair, the staff has always been kind, courteous, and professional in how they deal with customers. I also appreciate the convenience being able to approve services through a mobile link, the quick turnaround times, and occasionally being offered a loaner car or rideshare. Those things do make a difference. However, this most recent experience raised serious concerns about pricing, communication, and most importantly, trust. During my visit, I was given an estimate that included several services. One item in particular stood out: “Resurface Brake Discs, Rear Both” for $933.94. Before the work began, a staff member asked if I wanted the rear brakes replaced. I agreed, even though the price seemed high, because I was in a hurry and trusted their recommendation. From general pricing, even replacing rotors for all four wheels typically costs less than what I was being charged just for the rear. After the service was supposedly completed, I decided to take a closer look at the rear brakes. Right away, something didn’t seem right. When I checked more carefully, it was clear the brakes had not been touched at all. There was still a noticeable layer of dust on them so much that when I ran my hand over it, the dust transferred immediately. There were no signs of cleaning, resurfacing, or replacement. When I brought this up, I was initially told that the work had been completed. After I pushed back and showed what I was seeing, the assistant went to check with the mechanic. At that point, I was told the brakes were not replaced and had only been “grooved” or minimally worked on. Even setting that aside, there is no reasonable justification for a $900+ charge for what was described versus what was actually done. I asked to speak with a manager and was told someone would come, but no one ever did. Eventually, the $933 charge was removed, and I was only billed for the other services like fluids and labor. By then, it wasn’t even about the money anymore it was about trust. This isn’t the first time I’ve had concerns. On a previous visit, I raised an issue and was told it was “human error,” and I chose to let it go. Another time, I ignored it. But this situation crossed a line. I don’t mind paying for quality work. I don’t mind paying premium prices when the service justifies it. But I do expect honesty and transparency. Being charged for work that clearly wasn’t performed and only having it corrected after I personally caught it is unacceptable. Unfortunately, this experience has seriously damaged my confidence in this service center, and I can’t recommend it based on this experience.

Writing about the service center and their exorbitant pricing and recommendations. The staff is extremely kind and courteous, and I do appreciate the opportunity to defer services and sign off on work via mobile link. The work performed is always done with professionalism and in a timely manner, and I have been provided with loaners and rideshares in certain circumstances. My problem is with the cost. I have a 2016 Rav4 hybrid that I take good care of. I drive approximately 12,000 miles each year, and have the vehicle serviced every six months. I generally accept any service that is deemed "critical." Since May 2023 -- so, a span of 7 scheduled visits and two emergency appointments, one electrical (rats) and one hose disconnection (minimal cost) -- I have spent over $10,500. This total does not include two of those visits, for which the paperwork is missing from my inbox. On average, I have spent $1,166 per visit, and possibly quite a bit more. Consumer Reports estimates that Toyotas accrue $4,900 in maintenance costs between years 6 and 10. I keep thinking that one day, my costs will revert to the mean, but each appointment is setting me back significantly -- $2,496 in November and $2,350 today (April, 2026). This was after being quoted around $800 for several recommended services, and then being told a tie rod had broken and both tie rods also needed replacing -- a $1,700 cost, which was thankfully reduced a bit (thank you). I just don't think that is a good or fair deal, and will be taking my business elsewhere in the future.

I had a great experience buying my car! Ruchell was super helpful and patient. She really made the whole process smooth and stress free. I’m so happy with my purchase and would definitely recommend her!

Passport Toyota is serious in serving its customer, me, to it's best ability, professionally, and courteously. When buying a new car, ask for Karim sales manager and Chris business manager. You will likely have a smooth transaction. Karim cares about his customer, is intelligent, knowledgeable, and experienced. It's a pleasure to work with Karim M M. Thank you.

Passport has excellent service people. Cound`t hook up navigation so went inside asked for service. Arnold came out and connected me in a minute. Very Grateful for his knowhow and expertise. Harvey

Passport Toyota dealership’s conduct was overtly hostile and coercive. When I refused to pay for a repair that their own system flagged as their fault ('90 DAY REPEAT'), the dealership immediately retaliated by: - Refusing to work on a 'Critical' safety hazard. - Retrieving the loaner vehicle without notifying me to retrieve my belongs out of the vehicle and to return the loaner key, keeping my belongings hostage until the key is returned. - Refusing to return my personal belongings. - Calling me 'unreasonable' and demanding I retrieve the unsafe vehicle My representative retrieved my personal belongings, but your staff deliberately withheld my Tory Burch prescription glasses—a medically necessary item—under the false pretense of a "lock box." This pattern of abandonment and intimidation strongly suggests they believed they could bully me into submission because I was acting alone. This behavior is unacceptable for a representative of the Toyota brand. The dealership's behavior, regardless of the motivation, was hostile and abusive. By sticking to the documented facts—the "Critical" diagnosis, the "90 DAY REPEAT" code, and the hostile retrieval of the loaner.

Passport Toyota dealership’s conduct was overtly hostile and coercive. When I refused to pay for a repair that their own system flagged as their fault ('90 DAY REPEAT'), the dealership immediately retaliated by: - Refusing to work on a 'Critical' safety hazard. - Retrieving the loaner vehicle without notifying me to retrieve my belongs out of the vehicle and to return the loaner key, keeping my belongings hostage until the key is returned. - Refusing to return my personal belongings. - Calling me 'unreasonable' and demanding I retrieve the unsafe vehicle My representative retrieved my personal belongings, but your staff deliberately withheld my Tory Burch prescription glasses—a medically necessary item—under the false pretense of a "lock box." This pattern of abandonment and intimidation strongly suggests they believed they could bully me into submission because I was acting alone. This behavior is unacceptable for a representative of the Toyota brand. The dealership's behavior, regardless of the motivation, was hostile and abusive. By sticking to the documented facts—the "Critical" diagnosis, the "90 DAY REPEAT" code, and the hostile retrieval of the loaner.

Passport Toyota dealership’s conduct was overtly hostile and coercive. When I refused to pay for a repair that their own system flagged as their fault ('90 DAY REPEAT'), the dealership immediately retaliated by: - Refusing to work on a 'Critical' safety hazard. - Retrieving the loaner vehicle without notifying me to retrieve my belongs out of the vehicle and to return the loaner key, keeping my belongings hostage until the key is returned. - Refusing to return my personal belongings. - Calling me 'unreasonable' and demanding I retrieve the unsafe vehicle My representative retrieved my personal belongings, but your staff deliberately withheld my Tory Burch prescription glasses—a medically necessary item—under the false pretense of a "lock box." This pattern of abandonment and intimidation strongly suggests they believed they could bully me into submission because I was acting alone. This behavior is unacceptable for a representative of the Toyota brand. The dealership's behavior, regardless of the motivation, was hostile and abusive. By sticking to the documented facts—the "Critical" diagnosis, the "90 DAY REPEAT" code, and the hostile retrieval of the loaner.

I purchased a Toyota Golden Certified used car from Passport Toyota, but right after bringing it home, I found that one of the power windows doesn't work. When I returned to the dealership on the third day, they told me to go to another dealer near my home for repairs — completely unreasonable for a certified car. I received no compensation for the time, gas, or inconvenience. I also requested copies of my signed documents multiple times, but they kept delaying. My trade-in check was never mailed as promised, even after 3 weeks. They offered a free car wash when I came back, but my car was still dirty inside and out. After the window was repaired, I also found a small dent on my door. This has been a frustrating and disappointing experience. I expected better from a Toyota-certified dealership.

This was the absolute best experience I have had buying a car. From the beginning to the end.