Customer Reviews of Magnussen's Toyota of Palo Alto
Review type:
Excellent customer service
by happycustmr on 11/25/2023
I recently bought a new Toyota Corolla hybrid from Jacob at Magnussen. He was respectful, friendly, knowledgeable, not pushy (important!), he listened to my questions and needs, then he worked with me on the price and the payment process… in a way that was easy and comfortable. When I bought the car he set me up with all the new electronics (I'm a senior) and was very responsive to follow up questions. The whole process was easy and positive.
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Disappointing Customer Experience at Toyota Palo Alto
by Sundar on 03/31/2025Sharing my experience below: Try to avoid this dealer for service. If there is no other option, don't expect even basic things. That way, your expectations will be better. Do not fall for their promises of Uber service, timely updates,… etc. I have been a loyal customer since 2017. I have always trusted the team's training and expertise, which is why I have not specifically requested to work with a particular advisor in Toyota Palo Alto. However, my faith in the quality of service provided by Toyota Palo Alto was shaken on March 19th due to multiple issues I encountered with my advisor. Additionally, the same feedback shared with his supervisor or GM has not even been responded to after waiting for 2 weeks. Here are the key incidents that led to my dissatisfaction: 1. Lack of Proactive Communication: I was promised a call when my car would be ready by 5 PM, yet I had to make multiple calls after 5:30 PM to get an update. Shouldn't the advisor be responsible for providing timely status updates? 2. Delayed Payment Process: Despite being informed that I could pay over the phone, I had to wait for 10 minutes to finalize the payment. 3. Miscommunication Regarding Uber Ride: I requested an Uber for 7 PM due to a meeting, but the advisor mistakenly booked it for 6 PM, causing inconvenience. Later, the advisor said he rebooked it for 7 PM. 4. Uber Ride Cancellation: At 6:57 PM, my Uber driver canceled the ride, and upon contacting Toyota Offsite, I was informed that Uber services are not provided after 6 PM, contradicting the information given by the advisor. So, I ended up coming at my own expense. 5. Lack of Service Sticker: Upon picking up my car, I noticed that there was no service sticker on the driver's front window indicating the next service due date and mileage. 6. False Statements and Denial of Mistakes: Despite reaching out to the advisor on the 20th, I received misleading information and excuses. He promised to send a survey link during our call but later sent me a message with a manager's number instead. Furthermore, he made incorrect claims about the Uber ride cancellations and displayed a lack of awareness regarding the service sticker location. I am deeply disappointed that such basic aspects of service were overlooked, and I am concerned about the integrity of the information provided by their team. My request urges you to address these issues promptly to maintain the credibility of your business and regain the trust of customers like myself. The supervisor Or GM have not even responded to emails sent.Always thorough, professional
by Drew Zam on 01/16/2024I've been buying and leasing my vehicles through Magnussen's Toyota of Palo Alto for almost 20 years now, and have had overwhelmingly positive experiences with sales and especially the service department. They are honest, thorough,… professional, and accurate in their time estimation for services rendered.Excellent customer service
by happycustmr on 11/25/2023I recently bought a new Toyota Corolla hybrid from Jacob at Magnussen. He was respectful, friendly, knowledgeable, not pushy (important!), he listened to my questions and needs, then he worked with me on the price and the payment process… in a way that was easy and comfortable. When I bought the car he set me up with all the new electronics (I'm a senior) and was very responsive to follow up questions. The whole process was easy and positive.Oil change
by David55 on 10/26/2023Seamless experience. They drove me home after the dropoff.Chris Bordner
by Chris B on 10/04/2023Helpful, extra high integrity , communication excellentGreat customer service!
by happy cust on 05/29/2023We purchased a new Prius and found the team at Toyota of Palo Alto to be great to work with. Communication was awesome and everyone was super nice.Some decrease in service
by Almost3Prius on 05/28/2023Used to get all my service here for the 2 Prius' I've had (and purchased here) since 2007. One major benefit was the ability to pick up a serviced car late after work - as late as 9pm I think, since the sales department could give you the… keys if the service department had closed. But last time I went for service they said they've stopped that. I couldn't drop off my car because I need to work later than 6. I can no longer think of a reason to go here for service rather than a non-dealer. It doesn't help that I've recently felt generally unwelcome there after speaking to people who work there both in the service department and in sales when I was considering trading up to a newer car because I like the new Prius.NEW PRIUS 2023
by Jane Davis on 05/27/2023i spent 3 wonderful hours at Toyota of Palo Alto. All sales reps and the finance person were wonderful. Love the car but cannot figure out how to get on MSNBC.Service department
by Montoya on 05/25/2023Great service. Everything got done very quicklyService a bit lacking
by Hybrid Owner on 05/16/2023Scheduled service on a Saturday. Previously, I was able to wait in the lobby for them to finish working on the car in a couple of hours. However, it seems that the policy has now changed so that owners can only drop off the car on… Saturday’s for a promised completion time by 6PM. Okay. So I leave my car there for a very small job, which included tire rotation, multi-point inspection (MPI), and changing the rear wiper. Dropped off the car at 930am, and car was not finished until 330pm, which I don’t mind too much since they already mentioned the 6pm promised completion time. However, my issue is that during the MPI, they were able to determine that two of my air filters and brake pads were in red condition, yet I never received any word of this until the end of the day. At this point, it was too late to ask them to replace any of these items, which I would have approved had the service advisor let me know earlier. You would think that with a promised completion time of 6pm, the service department would have plenty of time to contact the car owner in order to advise and ask if the owner would like to pursue the additional service or part replacement. But not in this case. Now I either have to make another appointment to get these items replaced (taking up more of my time) or wait until the next maintenance minder comes on several months from now. I have been satisfied with Palo Alto Toyota’s service in the past, but really feel like they dropped the ball on this one. To be fair, it appeared that my service advisor was a newer member of the team, so I tried to be bear that in mind during the service. Hopefully the advisor and service team can improve.good service and reliable dealer
by kenluoa on 05/10/2023Sales man Davis is very nice and still help me make appointment for maintenance after the car has been sold for a year. Service is also very good and reliable.DON’T
by MichaelM on 02/01/2023I moved my office so I went to the local Toyota dealer for service. What a mistake. Let’s just say, I took the car in 3 times to have my cigarette lighter replaced that doesn’t work. Should be an easy part swap. I’ve had the car in 3 times… over 4 months, finally pulled my car to have the work done elsewhere. There is no management oversight. No quality control. My parts Sat in the parts department for 2 months before they figured it out. Then we found out it was the wrong part. Again. This is only one several poor experiences. This os not a quality Toyota dealer. There is clearly no management or ownership oversight. Not worth the time to type more.Car service
by Oscar Al on 01/26/2023It was long wait. My car was ready for hours. But they kept saying wait until a certain person calls. Even thou they told me it’s ready. They didn’t tell me Lyft was only 1 way. Which is terrible idea. How do you expect someone to go back… while there car is in service. I had to take away my own work time to just to get back there. Had to miss more work cause of that trip. Wasted money. I should just waited there if it was going to be that way. I’m definitely not coming back here and telling my family who have Toyota to not come here. Oh yeah my service was at 7:45am and I got my car back until 2-3pm. That’s forever just to do tire rotation. Hire more people or pay them better if you have high turnaround time.Good service
by DanJoos on 12/22/2022Alex is most helpful thank you AlexEasy as 1, 2, 3 oil change
by Jeff Blakely Rav4 owner on 11/19/2021Crystal Conchas, Quick Lube Advisor of Magnussen's Toyota of Palo Alto, did an excellent job from beginning to end. Texts were sent for ease of having Lyft take me home and picking me up, and updating me on progress or options to replace… suggested items. It was all very smooth while all the time I could carry on with my own business at hand. I would highly recommend this Toyota Location and Crystal Conchas for service any time. Sincerely Customer Jeff Blakely of Palo Alto a Rav4 owner.Great Service and Speed!
by K Jackson on 11/04/2021While I needed to get a tire replaced, Randall Ricald, helped me above and beyond. The time that was given was correct and I appreciated all the communication. I’ve always come to this location to have work done and always leave knowing the… job was done right!Gave my old car new life!
by MadItalian1492 on 11/01/2021Alex Ramirez of the Service Department found parts for my 24-year old Camry and extended the life of my car. I really appreciate the research he did to help me (and my car!). I couldn't be happier!service review
by Co Nguyen on 10/22/2021I had a maintenance service for my car yesterday. Advisor Randall Ricalde made himself available with his professional knowledge to answer my concern questions. Service completed quickly per promise. I appreciate Randall Ricalde.Magnussen's Toyota Service Experience
by Richard L on 08/13/2021This review is for Magnussen's Toyota Palo in general, with an emphasis on Alex Ramirez, Senior Service Advisor/Manager. Alex's job responsibilities include dealing with customers, scheduling/managing repairs and maintenance, estimating… costs, and consulting with technicians. Vehicle problems are stressful for me, so I place emphasis on a smooth yet efficient customer experience. I have known Alex for five years and have found him to be one of the best service advisors/managers I have ever dealt with. Alex listens carefully to whatever I tell him regarding my concerns and issues with the vehicle. He does a solid job of coordinating his team's activities in the diagnosis and repair of those problems as well as scheduled maintenance. When the problem is not within the scope of Magnussen's, he directs me to the proper facility or business, in short, doing whatever needed to diagnose and fix issues. For example, I recently had a tiny fluid leak on one of my cars. Alex traced it to a hairline crack in the fuel tank. He outlined all my options, discussing the advantages and safety issues involved in each alternative. In thanking him for his effort, he replied: "No problem, it's what we do." Alex is: • Knowledgeable and eager to help with any need, concern, or problem • Honest and reliable, giving excellent and trustworthy information on just about any service or repair issue • Reasonable and correct on pricing • Good at recommending needed/scheduled maintenance and explaining difficult-to-understand problems in simple terms In short, Alex is a seasoned Service Manager who will direct his team in the performance of superior vehicle repair and maintenance services for your car, doing whatever is needed to ensure customer satisfaction. He reflects well the values and practices of Magnussen's. I highly recommend him and Magnussen's for all your service needs.confidence inspiring service
by Ben Stolpa on 07/27/2021Over many years, I have had consistent great service of several vehicles and in timely fashion. Alex Ramirez advises what is needed, timely and reasonable, but does not "push" services that can wait, merely informs of them; with great… attitude.
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About our dealership
Why Choose Toyota Palo Alto?
Magnussen's Toyota Palo Alto has been proudly serving Palo Alto, CA and the surrounding areas as a one-stop shop for automotive needs for nearly 45 years! Here at Magnussen's Toyota Palo Alto, the shopping experience is always about our customer’s needs being met first!
Visit our dealership today located at 690 San Antonio Road, Palo Alto, CA 94306 and relax as you shop for the vehicle of your dreams the way you feel most comfortable. We have a full team of dedicated sales professionals that are always ready to provide you with responsive service and answers to any questions you may have.
Magnussen's Toyota Palo Alto also offers an in-house vehicle finance and service department as well to add even more value and convenience to your visit with us. To get started today, please feel free to explore our website and take advantage of our many handy shopping tools. If at any point you have questions for us, please feel free to give us a call at (650) 494-2100
What sets us apart
We have assembled one of the best groups of automotive experts in the business – and they are all here to serve you. Feel free to contact to contact us at anytime.
Amenities
- Complimentary Coffee
- Rental Car Service Onsite
- Cable Television
- Customer Lounge Area
- After Hours Drop-Off
Languages Spoken (6)
- English
- Tagalog
- Persian
- Vietnamese