Frequently Asked Questions

• QCan I service my car at Phil Gilbert Toyota even if I didn’t buy it from you?

  Yes. Our technicians can provide most maintenance and repairs on any car, whether you bought it from us or not.

• QWhat does the payment of the online deposit mean?

  The payment of the deposit means that You have purchased this vehicle at the “advertised price” plus government fees and charges and any additional accessories.  You now have 48 hours to enter into a written contract with Phil Gilbert Toyota (“Us/We”) to document the purchase of the vehicle and to provide Us with a copy of your Driver’s licence. You must act within 48 hours of payment of the deposit or We will rescind the contract.
  
  The “advertised” price is the price for which the vehicle was advertised when You paid the online deposit. The advertised price does not include any additional accessories that You choose to add. Nor does the advertised price include government fees and charges. These additional charges will be itemised in the Used Vehicle purchase contract and added to the advertised price to make the purchase price, the final price You agree to pay. 
  
  If You wish to purchase more than one vehicle, You will need to pay a deposit in respect of each vehicle You wish to purchase.  

• QHow will I know if there’s a recall?

  If you have registered your vehicle, the manufacturer will notify you if there’s a safety recall by sending you a letter in the mail. Please do your part and make sure your vehicle registration is current, including your up to date mailing address.

• QWhat documents will I need to bring with me?

  At Phil Gilbert Toyota, we may require you to bring identification documentation, proof of income and proof of residence.

• QWhat should I do next?

  If you have received a recall letter, please contact us to book in your recall appointment, you can contact us by phone on 02 9735 8400 or by email on customer@philgilbert.com.au  Please have your recall letter or VIN or chassis number handy as we will need this information to best assist you.

• QDoes it have to be a Toyota to service with you?

  No, we service most makes & models. We offer upfront pricing on our most popular services.

• QHow old do I have to be?

  Minimum is 18 years old.

• QWhat do I have to do within 48 hours of the payment of the online deposit to complete the purchase?

  You must enter into a Used Vehicle purchase contract with Us to purchase the vehicle at the purchase price, being the advertised price, plus any government fees and charges and the cost of any accessories You choose to add.  

  To enter into a Used Vehicle purchase contract within 48 hours of the payment of the online deposit You must take these steps; 

  • sign a Used Vehicle purchase contract provided by Us; and  
  • provide Us with a copy of your Driver’s licence.  
• QWhat if I choose not to proceed to complete the purchase of the vehicle?

  Should You fail to enter into a Used Vehicle purchase contract with Us within 48 hours of the payment of the online deposit, We will rescind the contract, and We will refund your online deposit to You.  

  In the case of You failing to enter into a Used Vehicle purchase contract with Us within 48 hours of the payment of the online deposit, your online deposit will be refunded to You.  The online deposit can only be refunded to You by a direct credit to an Australian bank account held in your name.   

  To enable your online deposit refund to be processed You will need to provide Us with BSB and account details of an Australian bank account in your name. The refund will usually occur within 5 business days of your account details being provided to Us. 

• QWhere are your Service Departments located and their phone numbers?

  644 Parramatta Road
  Croydon NSW 2132
  Ph: 02 8799 7577

  144 Frances Street
  Lidcombe NSW 2141
  Ph: 02 9735 8411

• QCan I get finance if I am casually employed?

  We may be able to assist most casually employed guests. It’s best to speak to one of our finance specialists in relation to the specific credit criteria.

• QWhere can I find more information on the recall and the reasons for it?

  You can find this information on toyota.com.au 

• QWhat terms and conditions apply to the Used Vehicle purchase contract?

  They are detailed in the Used Vehicle purchase contract and will be provided to You by Us.  

• QI no longer own the car referred to in the recall letter, what should I do next?

  Please complete the form provided with the recall letter and send it to Toyota Australia in the reply paid envelope provided. If you have lost the information call the Toyota recall campaign helpline on 1800 987 366.

• QWhat are your Service Departments hours of operation?

  Opening Hours for both locations are:

  Monday to Friday - 7:30 AM to 5:00 PM
  Saturday - Closed
  Sunday - Closed

• QCan I get finance if I am part time employed?

  We may be able to assist most casually employed guests. It’s best to speak to one of our finance specialists in relation to the specific credit criteria.

• QDo you offer transport options after I drop my car off for a service?

  We offer a range of transport options to help get where you need to go after you've dropped your vehicle off for its service. Click here to view the various options. 

• QWhat is a VIN?

  The Vehicle Identification Number (VIN) is 17 character unique serial number used by the automotive industry to identify individual vehicles. It is displayed on the registration certificate and can also be found on the vehicle itself – either on the compliance plate located in the engine bay or on one of the door posts (where the door latches when it is closed), or on the passenger side windshield.

• QCan I get finance if I am on Centrelink benefits?

  We may be able to assist you, but it’s best to speak to one of our finance specialists in relation to the specific credit criteria.

• QIs my car safe to drive until I have had the recall work completed?

  For all current recall campaigns (as at May 2017), Toyota have not put stop to driving affected vehicles. Yes, your vehicle will be safe to drive.

• QCan I wait at the Dealership when the service is being done?

  Yes, you’re welcome to enjoy our guest lounge areas. It’s best to discuss the 'While You Wait' service with our Guest Service Representatives, so get an ideal on how long the wait may be.

• QCan I get finance if I am on either an age or disability pension?

  We may be able to assist you, but it’s best to speak to one of our finance specialists in relation to the specific credit criteria.

• QCan I get finance if I am unemployed?

  We may be able to assist you, but it’s best to speak to one of our finance specialists in relation to the specific credit criteria.

• QDo you use Toyota Genuine parts for the recall work?

  Yes we always use Toyota Genuine parts.

• QHow can I make a service booking?

  There are a couple of ways – you can either:
  Book online – click here & we’ll take you there now!
  Call our Guest Experience Centre on 9735 8411 and we’ll take your booking over the phone

• QIs my warranty affected by the recall work?

  No your warranty won’t be affected by this recall work.

• QHow long does the finance application take?

  The finance application normally takes between 10-20 minutes.

• QCan I service my car if it's fitted with an interlock device?

  We are happy to accept service, repair and diagnostic bookings for vehicles fitted with Interlock devices. However, please note that we do so subject to certain conditions as set out here.

• QCan I still get my pink slip if I have outstanding recalls?

  Yes, there are no NSW laws preventing you obtaining a pink slip when you have outstanding recalls on your vehicle.

• QWhen do I first need to take my vehicle in for Service?

  Effective from 2009, within the first month from delivery of your new Toyota vehicle, we are pleased to offer you a 'Complimentary Vehicle Inspection'. This inspection is complimentary and there is no requirement for Engine Oil or Oil Filter change at this time. Please refer to the rear of the Inspection voucher (can be found at the front of your Warranty & Service Handbook for a comprehensive description of General & Engine inspection items).

• QHow long does my approval take?

  We have most approvals within 24 hours normally once all the required information is received. Certain circumstances might mean it can take a little bit longer.

• QHow often does my vehicle require servicing?

  This depends upon the vehicle and its operating conditions. It is recommended you consult your Warranty and Service Handbook to determine the correct servicing schedule. Vehicles operating under severe conditions will require more frequent servicing. Following the recommended service intervals (also available here) will help ensure your vehicle remains in top condition. We can assess your individual circumstances and advise you on the most appropriate maintenance schedule for your needs.

• QWhere can I get the recall work carried out?

  Phil Gilbert Motor Group can carry out this work at either our Lidcombe or Croydon Service Departments. Bookings are essential. Please contact us to book in your recall appointment, you can contact us by phone on 02 9735 8400 or by email on customer@philgilbert.com.au  Please have your recall letter or VIN number handy as we will need this information to best assist you.

• QCan I get a quote over the phone?

  Please speak to one of our finance specialists on (02) 9735 8400 or use our enquiry form here.

• QHow long will I have to wait for a recall appointment?

  Waiting times can vary based on parts availability and workshop scheduling. Please be prepared to wait up to 4 weeks for an appointment. Please contact us to book in your recall appointment, you can contact us phone on 02 9735 8400 or by email on customer@philgilbert.com.au Please have your recall letter or VIN number handy as we will need this information to best assist you.

• QCan I request to have someone come to my work place for the application?

  Yes, this will need to be arranged in advance but we are more than happy to come to you. Please speak to one of our finance specialists on (02) 9735 8400 or use our enquiry form here.

• QApart from the pre-scheduled service intervals, do I need to have my car serviced at other times?

  It's always important to listen to your car and deal with any concerns immediately. If you do experience anything that may feel or sound unusual, make sure that you contact us so we can arrange a time for you to bring your vehicle in to investigate the cause.

• QWhat days of the week can I book a recall appointment?

  We carry our recall work at Lidcombe and Croydon on Monday, Tuesday, Wednesday and Thursdays only. Please contact us to book in your recall appointment, you can contact us phone on 02 9735 8400 or by email on customer@philgilbert.com.au  Please have your recall letter or VIN number handy as we will need this information to best assist you.

• QIs servicing more expensive that an independent/non Authorised repairer?

  This is one of the great myths of modern motoring! It cost no more to service with the experts at Phil Gilbert Toyota. Our Service Department provides excellent price competitive servicing and when you take into account the benefits of having Toyota Trained Technicians using warranted Toyota Genuine Parts, there really is no comparison. You’ve made a significant investment, let us help you take care of your vehicle.

• QDo you also do insurance?

  At Phil Gilbert Toyota, we also can provide insurance through Toyota Insurance. For more information please speak to one of our insurance specialists on (02) 9735 8400 or use our enquiry form here.

• QWhat are the costs involved in the recall appointment?

  There is no charge to you for the recall work carried out during an appointment.

• QOther Finance and Insurance Enquiries

  Please contact Phil Gilbert Toyota’s Finance & Insurance Specialists on (02) 9735 8400 or use our enquiry form here to find out more about our flexible finance and insurance options.

• QI've just taken ownership of a used Toyota. What do I do?

  Firstly, if you didn’t buy it with us, contact us to arrange a time to inspect the vehicle. That way, any potential problems can be rectified immediately. Then simply continue getting your car serviced according to the maintenance schedule in your Warranty & Service Handbook. It is also important that you complete the Change of Ownership form located at the back of the Warranty & Service Handbook and return it to Toyota so that you can be contacted with information pertaining to your Toyota vehicle in the future.

  If the Warranty & Service Handbook is not available contact us, and we can order a replacement Warranty & Service Handbook on your behalf.

• QHow long will the recall appointment take?

  We will required your vehicle for a minimum of 3 hours. However it may be necessary to leave your vehicle with us for a longer period. We will advise you of the time required at the time of booking.

• QWhat is Toyota's Roadside Assistance telephone number?

  1800 176 837

• QWhat are the costs involved in the recall appointment?

  There is no charge to you for the recall work carried out during an appointment.

• QIf I have any problems with my Toyota during the warranty period, what is the best way of getting my

  Your Toyota warranty provides comprehensive security against any unlikely faults in the performance of your new Toyota. However, if you need repairs or work done to your car, don't hesitate to contact us. Phil Gilbert Toyota is committed to providing any Warranty Repairs you may need - and we have the technology, tools and skilled personnel to keep your Toyota in excellent condition.

• QHow long will the recall appointment take?

  We will required your vehicle for a minimum of 3 hours. However it may be necessary to leave your vehicle with us for a longer period. We will advise you of the time required at the time of booking.

• QIf I leave a lengthy time between services, will this impact my warranty?

  Regular scheduled servicing is vital to maintain the performance of your car. You should always follow the recommended service intervals as outlined in your vehicle Warranty & Service Handbook, including any additional service requirements that your vehicle may need. Your Toyota warranty does not cover damage caused by inadequate maintenance.

• QDoes Phil Gilbert Toyota offer loan cars or a courtesy bus to recall guests?

  We offer a complimentary courtesy bus service from both our Lidcombe and Croydon Service Departments. This is offered within a 3km radius of the Croydon Dealership & 5km radius of the Lidcombe Dealership. We also have courtesy cars available. They are $44 per day and must be pre booked.

• QWhere do I go for service after my warranty expires?

  If you've had your Toyota serviced at Phil Gilbert Toyota for the length of its warranty you'll no doubt find that it's in excellent condition. So why would you risk going elsewhere now? After all, we have the facilities and the qualified Technicians to keep your Toyota genuinely better.

• QCan I book additional service work to take place at the time of the recall appointment?

  Yes, of course. Please let us know your requirements when you call to book. We will provide a quote based on your requirements.  

• QWhat happens if I lose all the keys to my vehicle?

  You must contact Phil Gilbert Toyota so we can obtain a price for you and order a replicated key upon your approval. It is possible that the Engine Control Unit may also need replacing. We will work with you to organise another key replacement.

• QShould I use fluid additives like coolants and fuel enhancers?

  Your Toyota is engineered to perform at its best without further additives other than the Toyota Genuine Fluids and Lubricants supplied by us at the time of servicing your car.

• QWhat information do I need to make a booking?

  If you are an existing Phil Gilbert Motor Group guest we will require your vehicle registration number. If your vehicle has not been serviced at Phil Gilbert Motor Group, please have your VIN or chassis number handy when contacting us.

• QHow do I order a new manual for my Car?

  Please contact our Guest Experience Centre on (02) 9735 8400 and select ‘Parts Department’ who will be able to assist you with ordering a new manual for your vehicle.

• QTakata Airbag Recall - Learn More

  Click Here

• QHow do I order a new Service Logbook for my car?

  Please contact our Guest Experience Centre on (02) 9735 8400 and we will direct your call to our Service Advisors. You will need to have your VIN/Chassis number ready. Logbooks may take up to 10 days to arrive and a deposit and proof of ownership is required prior to ordering.  In order to receive the documentation, you will be required to visit our Service Department and provide your show registration papers.

• QMy battery was changed/disconnected and my radio is asking for a pin code – how do I get a pin code?

  Pin codes for Toyota’s are coded by the selling Dealer prior to delivery of the vehicle when the vehicle is new.  Each selling Dealer has their own unique code. If you have not purchased your vehicle at Phil Gilbert Toyota, please call the original selling dealer for assistance. If you have purchased at Phil Gilbert Toyota, please call our Guest Experience Centre on (02) 9735 8400 and they can assist you.  Toyota pin codes are 3 digits and a step by step procedure on how to enter your pin code can be found in your owner’s manual. In the event that we cannot provide the pin code due to the vehicle changing owners and pin codes have been re-entered/personalised, a radio de-code will be required and can be arranged through the Guest Experience Centre.  If you are not successful obtaining the pin code from your selling Dealer, get in touch and we hope to be able to assist you!

• QCan I purchase tyres through Phil Gilbert?

  Yes you can! We do require you to book in for this service to allow our Service Advisors to order the tyres and fit them on the day.

• QHow do I know who my CTP is through?

  Please contact our Guest Experience Centre on (02) 9735 8400 and we will put you in touch with our Business Managers to assist.

• QWho am I insured with?

  Please contact our Guest Experience Centre on (02) 9735 8400 and we will put you in touch with our Business Managers to assist.

• QI want to know what my payout figure is?

  Please contact our Guest Experience Centre on (02) 9735 8400 and we will put you in touch with our Business Managers to assist.

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