This one service adviser, Kathy, is absolutely terrible when it comes to customer service. I waited the entire morning for a call back from Kathy regarding an update to my vehicle's service status. I was told several times that she would call me back, but that never happened. After several more attempts to contact Kathy to find out the status of my car, I finally received a message from the receptionist that my car was all set for pickup (I never did speak with Kathy since she did not acknowledge me at all during my calls). Apparently, I have a co-worker who also owns a Toyota, and she has had similar problems with this service adviser.

Can't Ira Toyota simply acknowledge this problem adviser? All that I want is a simple apology from someone at Ira Toyota for having to wait the entire day for a simple battery replacement. It is staff members like Kathy who do not give Toyota a good reputation at all.

Marilyn Lau

My check engine light came on in my 2006 Scion TC sat morning. My gas cap was not on, and had gotten gas the night before and guy must have not twisted it on all the way, so i figure that's why check engine light was on, but I made appointment to have the car checked at the dealership anyways, just to be sure. Sunday night I was on the highway, going to meet friends at the movies, and I heard a noise (sounded like something was flapping around in the engine in the wind) then it stopped, and my battery light came on. I couldn't turn the wheel very well so I figure it has something to do with power steering. I was about 5 exits (about 15 minutes) from home, so I turned around and headed home. I watched the temp gauge to make sure it was ok, made it home and figured I'd look at it in the morning. Monday morning I open my hood to see a shredded and snapped belt.. Had it towed to my mechanic, who replaces the belt. He notices my coolant is low, so he adds some and starts car. I guess stuff came flying up out of radiator, which is not normal so he tells me I have a blown head gasket. I have a 7 year 100,000 extended warranty so I call Ira Toyota in Danvers Ma, and they want to see the car. They tell me I have to have authorize at least 6 hours of labor for them to take apart the engine so they can figure out exactly what is wrong with the car, (which I have to pay for now since the warranty will not cover the repair) They call me on Wednesday and tell me I need a new engine and then yesterday, Jack from the extended care warranty place denied my claim for the repair. He is saying its my fault because I drove the car too long after the belt snapped. It was about 9:30pm on Sunday and I wasn't even aware that it was a belt that had broke at that time. I am a single female, and did not feel safe pulling over in the dark and waiting on the side of the highway by myself. I'm not a mechanic, how was I supposed to know I was going to cause major damage to my car? I have bought 3 cars from this dealership. I have had every service done at this dealership. 30K, 60K and every 5K in between. They have always checked off that the belt has been checked and is fine. At my last service, on June 20th, same thing. I think they should have to pay for some of the repair, because if the belt had really been looked at and replaced, then I would still have a car right now! Don't get your car serviced at IRA T oyota, because they don't really look at everything and you might just end up with a car payment on a car with no engine, like me.

Kimberly Colby