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“I’ve consistently chosen to service both my vehicle and my daughter’s vehicle at Heyward Toyota because of the quality of service and the trust I’ve placed in your team’s integrity. However, I’m writing to express my disappointment with a recent experience.
During every service visit, I’ve reported a persistent noise coming from the headliner. On one occasion, your team took the vehicle for a test drive, successfully replicated the noise, and the technician acknowledged the issue—documenting it in the service history. I was then advised to schedule a separate appointment for further investigation.
When I finally did, I was charged a $99 diagnostic fee, despite the fact that the issue had already been identified and acknowledged in prior visits. To add to my frustration, I was told during this latest appointment that the noise could not be reproduced, yet the diagnostic fee still applied. I was then informed that resolving the issue would require replacing the entire headliner at a cost exceeding $3,000 just to begin troubleshooting and isolating the source of the sound.
As a loyal customer, I feel genuinely disappointed and misled by this experience. Given that the issue was previously acknowledged and no corrective action was taken, and considering it couldn’t even be replicated this time, I believe the diagnostic fee should have been waived as a gesture of goodwill.
I hope you’ll take this feedback seriously and reflect on how situations like this affect long-standing customer relationships.
===============Follow-up post =============
Following up on my recent service experience — the Service Lane Manager reached out via email and a phone call to apologize for the experience not meeting expectations. They’ve asked for an opportunity to resolve the issue and requested that I bring the vehicle back in for further inspection.
I’ll share an update after the follow-up visit.
==================Follow-up post visit=============
The manager went above and beyond! They owned the issue, diagnosed it correctly, and followed through to resolve it completely. He kept me updated throughout. I was provided a rental during repairs, and my car came back washed and looking great. They delivered exactly what was promised and earned back my trust and business. I’ll definitely return for future service! Highly recommend!”
“It was a pleasure to buy my car at Phil Hughes Honda. Junior was the greatest salesman ever! His knowledge and communication skills are top notch. Thank you for making this so easy!”
“The assistant manager John was very nice and educational. He showed me my brake pads and they were BARELY there, so I felt very confident in getting new ones. Sometimes it feels like I'm being scammed at car places because I don't know what they're talking about, but John walked me through everything. He also saved me a lot of money and helped me lower the costs to something I can afford. Thanks John R!”
“Amazing service spoke to April and another gentleman (never got his name) but they explained everything perfectly, needed service done to my car anthey had it done within the week. Can’t complain deff would recommend!”
“Justis was so helpful and very knowledgeable about the issues with my car. The pictures they offer really help explain the problems in detail. An immaculate and presentable environment all around.”
7:30AM - 5:30PM
3128 Lexington Rd, Athens
Auto Repair
“I have taken my vehicle here for oil changes and brake jobs for years and have never had 1 complaint. If there have been any issues, they have been proactive and addressed them accordingly. Just this week I called them at 9am and told them I needed my oil changed and tires rotated, and they came within 10 minutes to pick up my truck from work and brought it back after lunch! Highly recommend!”
7:30AM - 5:30PM
1190 Mitchell Bridge Rd, Athens
Auto Repair
“I had a wonderful experience with Porter field. The best and reasonable price in town. Staff was amazing. I recommend their service to anyone who wants the job done right.”
“I decided to give Car Craft a try instead of BMW for my Alpina B7 service and they did a fabulous job. Very thorough, explained what had been done and what will be needed, all at a very reasonable price!”
“Great Service! I'm so please with the help I was given to figure out my car issue and provide me with the resources in the community that could provide service for my situation.”
“I am happy ro have found a trustworthy mechanic in Athens! Denys changed out a cv axle for me and got the work done incredibly fast. He showed me what was wrong and explained everything. I almost let Toyota do the repair, they were trying to change unnecessary parts and charge me crazy on labor. Denys really saved my pocket and got me back in the road faster than expected. Thank you!”
8:45AM - 8PM
4260 Atlanta Hwy, Athens
Auto Repair
“My guy Mateo Henao did an absolute awesome job - was transparent with me the entire time kept me updated with what was going on & what was needed. When I struggled to find what was being asked for he went out of his way to help me find them - did an absolutely amazing job. Best of the best, next time I need somthing I’m 100% going back to him.”
“Wow what a great experience we had buying our 2025 outback on 11- 14- 25.everyone was happy to be there.mr Erick knows his cars.told him wanted with details.had 9am saturday app.he gave me the numbers no smoke up my bloomers.we laughed so much while doing paperwork.david Owen's is so funny but knows his business.he got our payments,intrest and final cost where we wanted.we drove 150 miles from augusta and it was worth the drive to be treated so good.they welcomed our dog that we took.got water and squeaky toy you won't be taken care of that well anywhere else.thanks so much mike esther& tucker”
“Had to get tires on my car and Nate and Brandi really helped me find what was best for me and my budget and got me in and out in time for me to make work this morning I really appreciate the consideration of my time and my budget they really put the trust back in tire shops I highly recommend- Wade”
“We were on vacation and needed a new tire. Hayward Allen Toyota was able to get it for us the same day and we had it installed the next day. Jason, our service manager took great care of us and we are very thankful to him and this location!”
“I’ve used Butler many time for many years and their work has been consistently excellent for me. This has included a wide range of types of service needs, all the way from oil changes and general inspections up to major engine work… mostly on an older vehicle. The costs are way less than dealer estimates, and their work stays true.”
“Another easy transaction with Mark and team in the books. He is honest, fair, and very knowledgeable. Trust him with car repairs as well as used car purchases!”
“Al Wallace was a wonderful salesperson to deal with. I was looking for a very specific Volvo…exterior, interior and package. He diligently worked to find what I was looking for but ultimately I found the exact car at another Volvo dealership. He was so patient, courteous and professional looking for that ONE…next time I will check with him when I’m looking again.”
9AM - 6:30PM
3040 Atlanta Hwy, Athens
Auto Repair
“We had a great experience purchasing our new BMW from Athens BMW. Our salesperson Barry Jones was great. There was no pressure and he worked very closely with us to select the model and options that best met our needs. And I feel like our purchase price was fair and appreciated that there were no gimmicks or endless back and forth. The facility was clean and well-stocked with snacks, which helped since we had our kids with us at closing. And finally, closing and financing was a breeze and I wasn’t pressured to buy a bunch of add-ons - it was the most efficient and quick process I’ve encountered after nearly 30 years of purchasing cars. (I did most of the paperwork online in advance which probably contributed to such a great experience.) If you’re in the Athens area, save yourself a trip to Atlanta and visit Athens BMW if you’re in the market for a new BMW. And ask for Barry.
Update -- I purchased a second car from Barry and had another great experience.”
“My 2019 Subaru Outback had been religiously maintained by the dealership. When it was time for the 60,000 mile tune up their exceedingly high charge sent me elsewhere and I found Japanese Motor Works. The high praise from others and their very reasonable fee schedule was the start for going there, but the quality of the service will keep me there. Alan, the front desk manager, answered all my questions in detail and with patience. The loaner car they provide for day-long servicing was warmed and ready when I arrived, but the waiting room was comfortable enough to sit for long periods if needed. The main reason for my staying with Japanese Motor Works is because I feel I can trust them with my car, to give it the special attention it needs to keep it running for many years. It’s also nice to deal with nice people.”
“Outstanding work! Chris Fee was great to work with-excellent communication through the entire process, advocated for certified components and made dealing with insurance a breeze. Vehicle repair was efficient and lead time on parts was quick.
Ray, the body tech, did some top-tier work. The vehicle turned out the same caliber as off the factory floor.
Being able to return the rental at the body shop was a nice feature as well.
Highly recommend utilizing Specialty for any body work needs.”
9:30AM - 6PM
890 E Broad St, Athens
Auto Repair
“Love this place! Black owned business. Professional, quality work in a timely manor. I’ve been bringing my car to these guys for 15 years. They are excellent. They are honest and never overcharge or try to talk me into unnecessary work. Thanks Tire Depot!”
“As a first time car owner, I’m glad I listened to the recommendations and reviews I found on reddit. My car was experiencing slipping between gears and that had me really worried it was a big problem - and a big cost to find a solution. I dropped off my car in the morning and Randy and the guys had it ready for pick up before noon same day! They pointed out that it was a simple fix and were happy to show me how to do car basic inspections to keep maintenance up to date. Randy was helpful and honest - I’m definitely coming back next time my car needs a tune up!”
“Jorge was my salesman and he was a delight to work with. He was very professional and made sure all of my questions and concerns were addressed. I was hesitant to make the purchase due to the price being a little above my budget range. Jorge worked with me until we found a solution for me to leave with my dream car. This is the third vehicle I have purchased from Heyward Allen and I would recommend their sales department to anyone looking to purchase a new or used vehicle.”
8AM - 5:30PM
910 Hull Rd, Athens
Auto Repair
“Such nice people whom do exceptional work. Didn't care of their customers and meeting their needs and it's nice to see that a company has gone through the family through multiple generations keeping their clients and customers happy”
“My check engine light came on for heat management module. The service advisor, Brian Wilson, found me a loaner while they work on the car. It was great. Got it done in two days.”
“My experience with Heyward Allen Toyota was superb! A big shout out for Chuck who went above and beyond to help me with my insurance company and their silly selves!”
“Had my windshield replaced and it was quick, painless, and affordable. Folks are pros and very polite. The gentleman I talked to on the phone was honest about potential recalibration for cameras and answered all my questions. I believe he also did the work and it's perfect. Couldn't believe how quickly they got it done and all the lane correction garbage and whatever else my car has still works flawlessly. These folks deserve your business. Can't recommend enough.”
7:30AM - 5:30PM
1180 Mitchell Bridge Rd, Athens
Auto Repair
“Andrea and her staff are the BEST!!!! She went above and beyond to help me. Very professional, friendly and helpful. I will definitely being using this company in the future and will refer all my family and friends to them. FYI - they take extended warranties. 5 Star Company!!!!”
“These group of workers are the best I’ve ever dealt with! I would give a 20 star if I could. Took my car in for service and I was given a loaner Mercedes to drive while being fixed! I’ll buy my next Mercedes from the dealership in Athens.”
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“This location is great! Tyler did a great job looking at my tires and letting me know they needed to be replaced. He got me some great new tires and I couldn’t be happier. 10/10”