L & S Toyota of Beckley

Leland (sales) courteous friendly and well informed. Finance manager explained everything. Love my new truck and would recommend the dealership

I purchased my 2012 Toyota RAV4 from L&S Toyota and have trusted their service department since the day I drove it off the lot. For years, I felt they were fair and honest. Unfortunately, all it takes is one bad experience to lose that trust, and sadly, I won’t be returning for service or future vehicle purchases. To be transparent, my vehicle has 175k miles and has lived through WV winters. Recently, the service department told me I needed new brakes on the front, all rotors, and all calipers replaced due to the calipers sticking. Because I trusted L&S Toyota, I agreed, and the bill came to $2,500+. I left thinking my car was in good shape, only to hear a grinding noise in the driver’s side rear end that was not there when I arrived at L&S Toyota. When I turned back, they discovered the emergency brakes had “failed.” They offered to cover labor but quoted me another almost $2,000 just for parts (which I later found for much less through Toyota’s official parts dealer). This estimate didn’t include wheel bearings and hubs, which they said it might need. Remember, I just paid $2500+ to have the vehicle repaired and now, suddenly, they tell me the entire emergency brake system and back plates have to be replaced. They offered to remove the emergency brake system, and I reluctantly agreed. I later discovered both emergency brakes were removed, even though the issue was only on one side. This felt careless at best, intentional at worst. I took the vehicle to two other mechanic shops. They agreed that the emergency brake parts looked good, except for one bent pin and both backing plates. Both shops felt that the damage to the backing plates was caused by the technician using a hammer and some form of a bar for leverage trying to pry the rotor off. Now, not even two months later, my driver-side brake system squeaks with each tire rotation, stopping only when I press the brake, likely another fault in the brake work. The lack of care, transparency, and outrageous pricing left me feeling taken advantage of. What once felt like a service department I could trust has now become a source of anxiety. I hope my experience encourages L&S Toyota to prioritize integrity and workmanship so other loyal customers don’t feel the same disappointment.

We were fortunate to buy a nice Toyota Tacoma TRD from L&S. John Williams was a delight to work with and we want to thank him for a very friendly and professional experience.