Larry H. Miller Liberty Toyota – Service

First they lost our tire lug key. We called to set our appointment for service we were told we had one left on our package. On our next oil change /​rotation they took my vehicle in, they did not give me any paper work. At the end of service they charged me $ 80 and said I had no more in my package. When I asked why they did not call me before the began they admitted my service rep was new. After headache, time, and arguing they did charge me $ 50 but this is not how you do customer service. For the past 3 years customer service has gotten worse and worse even with trying to resolve constant issues.

I moved from an area with an amazing Toyota dealer and an even better service advisor. I wish I could transplant them here, because Larry Miller is about making $$ over making customers happy.
What happens when you come in is that you get nearly attacked by windshield repair people — never had that happen before, and it is really annoying. I gave in just to make them go away. Then, the staff aren’t trained and systems don’t work together — I had to go through all of the issues I’d entered online again, all while the window repair lady was staring me down waiting for me to call insurance.
But wait, and then wait some more. I dropped my car off at 7:40 AM and didn’t hear anything all morning. I called to see what was happening at 1:20 PM and didn’t hear back until 1:40 PM. That’s 6 hours for an estimate, after I got there early intentionally so I could get the work done. This is just not acceptable.
The work seems like it’s done OK, and time will tell. But I know what good service is, what feeling comfortable is, and the place really does neither. I’m going to drive much further now, but to a place where I know is better.
I’m giving two stars only for the really cool shuttle driver — fun ride and he made what was an annoying day more interesting.

Horrible. I brought my car in three times for the same issue. First time, they told me it was my battery and when I told them I had just had it replaced, they told me that nothing must be wrong. In fact one representative told me that I must be doing something wrong with my car. Second time, they told me something was loose and they tightened it. Third time, still nothing wrong. In fact it would cost me $ 125 just to run additional tests. Which is great because it’s just out of warranty. My car was continuously not starting and giving me warning lights on my dashboard.
When I finally realized I couldn’t trust the people that work at toyota, I brought it to a local mechanic. Not only did they have it diagnosed right away, they went above and beyond to provide me with the best possible service. Apparently when my battery was first put in, it was dropped or bent. So they were able to get me a new battery under warranty. Easy fix and I’m a happy customer.
I will never go to Toyota again.

We got off on a rough start. But once we were clear on what we wanted price vise, Toyota sure delivered. We actually came for a Corolla but left with a Scion, a suggestion from the sales manager Mark Gregg who thought that car would be a better fit for us. We took it for a test drive and sure enough we loved it even more than the Corolla.
Overall the service at Toyota was great, from the talks and negotiations with consultant Bill Nelson, to signing papers with Julio from finance.
We definitely recommend Liberty Toyota! Great service, as well as safe and reliable cars.

I have been going to this dealership for over 5 years. They have been fair, respectful, professional, and personable with me. The prices for service are competitive. I’ve never been pressured to do something on my car. There are certain people on staff that I request to work with because I’ve established a good working report with them over the years! I had one bad experience in the being, but it was resolved quickly and professionally! I will continue to bring my business heart and will continue to buy cars from here. They are a great company and really care about me, my vehicle, and my safety!
I don’t work here or have any affiliation with this dealership except for being a loyal customer. I do highly recommend this dealership to all who are looking into buying or servicing their car.

Gary Haines is the best. We have been bringing our cars to him for over six years. Even when they were not Toyotas. He is very honest and actually cares about our family. We would not even think about going anywhere else!

Went for routine oil change/​tire rotation. They were very friendly and courteous, and I didn’t feel pressured at all to get more services done. They made their recommendations and gave me quotes on what I should get done in the future. They have the best package deal for routine oil chang/​tire roatation etc. with a 3/​$ 75 package. Can’t beat that! The courtesy shuttle took me home and picked me up when my car was done. They were very friendly and prompt.

A great experience in the Service Dept. Both times I was in and out in no time. Marcial, the mechanic that helped me, was outstanding. He even took the time to walk me through operating my new part. Best experience at a dealer in a long time. Thanks Marcial!!!

Fast, friendly, accurate and aim to please.
I only wished I lived in Colorado because I would use this place for all of my little Toyotas needs :-)

Do not get your car serviced here! I was warned by a former employee but I decided to ignore her (I thought she may have been biased) and got my car serviced anyway. What was supposed to be 1 appointment turned into 3 appointments and a refund because the Service Department is incompetent and patronizing to its customers.
1. Any general servicing you get here will take at least 2 hours, even though they quote you a 45 min — 1 hour wait time.
2. I was told there was a hole in my tire that could not be patched so they wanted me to buy a new one for $ 150. I asked to see the hole for myself and was refused by the service manager, he kept insisting I needed to buy a new tire. He was too pushy and I was skeptical so I declined on the work & took my car to a local tire center to get the hole patched for free. It was a small hole and was told that it would’ve been unnecessary to buy a new tire.
3. I had an issue with all the warning lights coming on and asked the service department to shut them off. There’s nothing wrong with my car but they kept insisting on performing various services until the lights reset themselves. Three appointments later, the lights were still on and I was issued a refund because of unnecessary services that were performed.
I should’ve listened to my friend when she warned me not to take my car here to be serviced.

First off… the service advisers are always super friendly. The lobby area offers free soda, water, coffee and usually bagels and popcorn.
Since this is the closest Toyota to my house, I take my truck to get oil changes here. So, my question is… why does LHM Toyota offer a «quicklube» lane. There is nothing quick about it. Usually when I show up on a Saturday morning, they always say about 1 hour to 1 and a half hours for a oil change. They have NEVER been right. usually service runs about 2 hours. I made an appointment one time for a oil change and they told me about 1 and a half hours. I then asked what the hell is the point of making an appointment then?
Lesson: Don’t come here for a quick oil change. I only come here so i can say my truck has been serviced at a Toyota dealer in case I ever want to sell it. I take my other car to jiffy lube.

Congrats, 1^st 1 star review!
SUMMARY: I am here to get my car fixed BECAUSE OF TOYOTA’s screw up, and had to plan my day around it. Service Manager refused to give an oil change for my inconvenience. Awful decision and not someone who should give customer service.
I came here recently to get three safety recalls done on my Toyota Corolla that had accumulated. I moved from one state to another, and during the move, went from financing to purchasing the car outright from Toyota — I am wondering if this is what made me less valuable as a future customer.
As soon as the Service Manager or whoever the guy was that ‘greeted me’ found out I had a letter from Toyota offering recalls and a free service, he immediately changed in composure. I work in customer service as well and am not a fool — he was clearly disappointed and hesitant — and I was off put by this immediately. Unfortunately I still had to deal with him the next day when he told a co-​worker my car would not be allowed to get an oil change.
They did offer me oil change subscription package — I could pay $ 75 right then and there!
No. That is not the right response Larry H Miller Toyota.
This was not the same person inside who seemed to run the schedule for their service staff, Fred — who was great and did all he could to make sure that my car was finished by the end of the day and so that I could avoid having to keep using the shuttle service.
I had received several official letters from Toyota asking me to please bring my car in for these safety recalls, and that if I did, for the inconvenience (and it is an inconvenience) — they would give me a rental for the day so I could get around, wash my car, throw in an oil change, and give it an inspection for any other issues. However if I was going to a different dealer — that would be up to them if they wanted to give those services — it was implied by Toyota when I called that them not honoring those letters and offers would be bad customer service.
So Larry H. Miller Toyota went with the bad service route. They didn’t have rentals, but they had a shuttle — I planned my day around this shuttle service, and this went fine — Tim the driver is amiable and professional and got me around to where I needed to go.
However, I found it a little embarrassing as a Toyota customer, and then annoying considering it is their manufacturing issues on my $ 30,000 car that caused the inconvenience — that I had to ask if they could honor a basic oil change on my 3x recalled Corolla, and for the inconvenience of the whole process. I would have went back thereafter for continued services as well — that would have been a really nice thing to honor.
But instead their service managed balked at the idea — 15 minutes and some bottles of oil would have completely thrown off their profit margin I imagine. Pissing me off was much more valued apparently.
It’s called principle, Larry H. Miller Toyota. A free basic oil change, offered to me by Toyota in another state for the general inconvenience of TOYOTA — it is the manufacturer not the business that made the car — would have been nice to get here if I am going to call you my home dealership thereafter and keep going there.
I also spent an hour, in the middle of the afternoon, calling this business to let people in charge know personally — I feel this was a wrong move customer service wise and it just slipped through the cracks, sometimes people don’t know what will make a customer irate — but apparently no one answer the main lines.
I was also informed that I could not get my Cruise Control looked at without paying $ 100+ for a basic electronic diagnosis that can be done at AutoZone for free — the Cruise Control mysteriously stopped working and to me would seem to be tied to the 2^nd electronic related recall.
It still does not work and no mention of it not working was made to me after the «45 point diagnosis» which according to a paper full of check marks, was done — which told me my brakes were perfect — when they aren’t — they squeal, they are 2 years old and I was going to see about getting them repaired there. Now I feel lied to and even more annoyed.
Basically — the not giving the free oil change and the slapped together diagnosis, and the disregard /​weird attitude given to me when showing an official letter from Toyota to get these checks done. It just kept building. If I received a little of, «Oh hey, you are a loyal customer and gave our company THOUSANDS OF DOLLARS», rather than this feeling I was USING them, this review would not be here.

Is it become I’m a woman? Or because I’m young? Why the rip-​off?
A few weeks ago, a few lights flashed on my dashboard– I took it to Toyota to see what was going on.
I took my car to Larry, and waited about an hour for my diagnosis. Chris, my representative, came out and told me that my left rear speed sensor was failing. How much to fix it? $ 360. Since that was more than I had budgeted, I asked what my $ 360 would get me– he told me that part itself was $ 260, and I had $ 100 worth of service.
Something didn’t seem right here, so I called my dad. He told me that there was no way the part should cost that much, and to tell them no– he’d fix it himself. As soon as I hung up, a gentleman in the waiting room walked over, and told me the same thing. He said, «I don’t mean to intervene, but I overheard what they just told you. You’re getting ripped off.»
When Chris came back, I declined the service. Visibly irritated, he told me, «it’s going to be awhile. We already took your car apart, and now we have to put it back together.» (When I did have it fixed, I was told it had never been touched– the dirt and corrosion surrounding my left rear sensor were clearly undisturbed. And it doesn’t take that long to unplug the computer thingamajig they use to diagnose your system.)
They made me wait 45 minutes before charging me $ 105 for my diagnosis. Then I left.
But the story gets better.
As I got onto I-​25, my hood began flapping up and down– they hadn’t fully closed the hood of my car. I had to pull over on the Interstate to close my hood and avoid a collision.
But wait… it gets better.
My dad came out to Colorado the next week, determined to fix it himself and save me $ 360. Since it was a factory part, he had to go out to Larry H. Miller to buy it. And when he went to the service desk, guess what they charged my 50-​year-​old dad in jeans and a flannel? $ 153!!! More than $ 100 less than they were going to charge me for the same part. I don’t like to play the age/​gender card, but seriously?!? $ 153 for a part they wanted to charge me $ 260 for?
What gives?
I love my Toyota. And I will continue to drive it proudly. But when it’s time for my Venza to be serviced, I’m going elsewhere.

Brought my Rav4 in for service. We had recently bought the car, used, from Hertz so it did not come with the button key. We ordered the key from Hertz and brought the car in to get it reprogrammed. A sales clerk was quick to escort me to the Service department where a friendly lady instructed me on where to park the car. Although leaving it in the garage was a slightly confusing process, the nice people in there guided me through the steps and made sure the technician I was supposed to see checked my car in. Then it was off to the cozy waiting room where comfy chairs and complimentary refreshments awaited. Popcorn, soda, and coffee are available. Then the technician came to get me and told me what had been done to my Rav and tried his best to get me out of there fast. Everyone was super friendly and energetic and the whole process went smoothly.

Liberty Toyota, including their service center, embodies all of the worst, most negative adjectives that come to mind when thinking of a bad car dealership … shady, dishonest, manipulative, sexist, incompetent, … Honestly, it’s not worth rehashing the gory details of my particular nightmare, but I felt compelled to warn others to stay away!

My first Unilocal review in my new home of Colorado Springs will go to Larry H. Miller Liberty Toyota on New Car Drive. I have gotten regular scheduled maintenance on my 2005 Highlander since purchasing it in 2005 (BTW, it pays off to take care of your car). I was due for the 80K and expected some issues since we did the long hard drive from VA a couple of months ago. Gary Haines was my service rep and I was immediately impressed with his affable manner. He upsold me on the oil change but it was a great deal, $ 75 for 3 oil changes and tire rotations. I was expecting to only have to wait maybe 1.5 hours but after that had turned into 2.5 I was getting a little perturbed and antzy to get on with my day. I couldn’t find Gary who was at lunch and couldn’t seem to find anyone with any solid info about my car’s status. Now here’s the ‘four star part’ — Gary got back from lunch and rushed up to me very apologetic and explaining he should have been called on his cell. Told me my brake were in less than optimum condition — thus the wait — and offered to give me a loaner car so I could leave. That was cool but I decided to get my hubby to pick me up. Knowing I was a new customer and by way of apology, Gary, who must have a PhD in customer service, offered me a free complete detailing of my car if I left it overnight. Are you kidding?!! My car was still wearing its coat of Kansas dust and bugs from several other states from our transition to CO. I took him up on this generous, and I might add, brilliant customer service move. When I picked up my Highlander the next day I hardly recognized it (that’s a good thing)! My husband and I were talking to Gary and knowing we were new to the area he asked if there was anything else he could help us with. We mentioned we were still looking for where to live and he started drawing maps, telling us pros and cons of certain areas, familiarizing us with the weather here — I mean we were both blown away. The friendliness of Colorado Springs in general is one of the several reasons we moved here and Mr. Gary Haines epitomized that generosity of spirit. Larry Miller Liberty Toyota has won a customer for life because of the exceptional customer service provided by Mr. Haines. I thank him and Liberty for another example of feeling incredibly welcomed to Colorado Springs.

I’m really sorry to hear about Kari’s bad experience at Liberty.
I’ve had a really great interaction with everyone there in the service department. Not having purchased my vehicle with Liberty, but having a Toyota, I take it there for all major maintenance.
Being in the military, I work long hours and getting there is sometimes a hassel, but they’ve always worked around my schedule and situation (offering a rental car for repairs taking over 2 hours so I can get to work). I also am eligible for a 10% military discount on all services completed.
While some of the repairs they recomend for routine maintenence I do go elsewhere to have completed (brakes, lube, etc.), I have never gotten any pressure or grief about it.
I highly recommend Scott, one of the service managers. He’s friendly, professional, and very helpful.