Toyota Highlander 2.5 Hybrid Platinum *7 SEATER* C

I was getting a few accessories added to the car and was dealing with Stephen. He was unbelievably helpful

Booked in for a standard yearly service. Was booked weeks in advance. Was offered 9.30 or 1.30pm. I went with 1.30. Night before got a text saying they would need my car until 5.30! Brought car in at 1.20 and the girl at service desk said car would be ready for 5/5.30pm. I said that I live in Balbriggan and without my car I would have to sit and wait. Could it be any quicker. She said "No problem." Rang me at 4.10pm to sell me additional optional service items. Car wasn't even in for the service yet. I got my car back at 5.40pm - 4 hours 20 minutes for a basic service. Malones apparently only issue 2 time slots and keep your car for half a day. I was never told this on the phone. I was never offered a lift to town or a loan car. So I spent half a day sat in a Costa in a retail park. For this reason I won't be back and was unhappy

"Terrible customer service. A staff member in the parts department deliberately put me on hold for 5 minutes. When I redialed, he acted like he couldn’t hear me—twice. The third time, I asked if he was unwilling to help, and suddenly, he could hear just fine—only to hang up on me. A bad employee can damage a company’s reputation. Hope you improve your service. All the best!"