Lithia Toyota of Medford Service Center

Angie LaNier _{on Google}

Mar 24th, 2024

I have had a Toyota for years and years ago Toyota service department in Medford, Oregon was excellent. Unfortunately that has changed. Now, you cannot even get them to return a phone call. Sad.

Luis Velazquez _{on Google}

Feb 15th, 2024

Dropped my car off for an oil change early in the morning. I was told 3-4 hours would be the wait time it ended up taking close to 9 hrs. I understand being busy but Ive taken it mltiples times the same way it was today and has never taken this long. More upset with the lack of communication, would have been nice if someone had reached out and given me an update. When I tried calling I just kept getting transferred to a line that no one was answering. Lost my entire day waiting not knowing what was going on.

Lindsey Summer _{on Google}

Jan 31st, 2024

Terrible customer service both in Service and Sales.

Nic Millan _{on Google}

Jan 11th, 2024

***Update: Mark, the service manager, was pretty awesome. While he spent the time investigating the situation, the service department wouldnt take ownership of what happened. Knowing that he took the time to truly look into everything and was willing to figure out multiple solutions makes all the difference. I know the damage happened at the service department, however, I can appreciate the position Mark was in and he gave me a full refund for the service - which is fair. He made it painless and was super professional about everything. Thats the experience Ive always had with Lithia Toyota. Updated my rating to reflect the overall experience here. 4 stars simply due to the staff not owning what happened - Mark gets 5 stars hands down.
Thank you, Mark.
**Original Post:
Pretty disappointed in this service department. I have always had a great experience dealing with them to purchase a vehicle - Charles Whitley and Jayna Lack are amazing.
I decided to have wheels and tires installed here that I purchased for my new RAV4 and, after going right home, noticed they had a chunk gouged out of them - right where youd be handling a wheel for tire and install (see photo). Super bummed, I immediately got in contact with them about it and let Scott Knuepel know what happened (wheels were brand new, checked them over when they were delivered and put them in my trunk to go get them installed next morning). Not a big deal, just requested they replace or refund me for the wheel. After Scott spending most of our text thread avoiding any real concern for me or the service, he avoided getting back to me and ceased to respond until an automated text asked for my experience comments - now hes responding. The only thing thats happening from here now, Scott claiming that this damage must have come from a crazy impact and that their techs are seeing all kinds of cracks and damage in this photo now that must have come from me (are we talking about the grease/smears yall left everywhere on each wheel - seriously). Its a $275 wheel. I paid over 200 dollars to wait in their lobby for 5 hours to do the dismount, tpms switch, balance and mount instead of another shop so I could remain loyal to Lithia. Ive spent tens of thousands of dollars at this Toyota dealer. Still, not one person has had the professional sense to call me and discuss it. Service does not care about loyalty - hands down.
If I need to buy ANOTHER vehicle ever - I will still purchase from Lithia. They are fair and sales have always been nice. I would recommend avoiding service the way they avoid fault and problems. They flat out dont even care to call you.
*update: 2/1/2024 - still no word from the service department or Scott the service concierge about this issue. I went to another auto shop seeking an opinion - hands down damage from an install error or accident and the rest of the wheel looks totally fine. I gave this shop no context except to ask their opinion of what happened and then explained after confirmation. This is a highly regarded local team #iykyk they agree, LT service should be held accountable. Going to keep adding the total spent up and continue seeking expert advice locally. The service department should be the last place in Medford you take your new Toyota. Let me know when you actually give your manager the message Scott Knuepel
*update: 2/05/2024 - noticed the google response this morning - despite the service department knowing who I am in my account and Scott relaying my issues; Mark was kind enough to leave his number. Called around 1pm and left a message. No call back. Hoping Mark holds his promise on making it right.