My husband and I have owned four Toyota's in my life, two pontiacs, one kia (the most problematic and expensive, one mercedes, one Ford, one Volkeswagon. We had issues with all but the Toyota's. None of our Toyota's ever had to go in for anything other than maintenance in their life spans and the others were in often for different issues. They have service departments because their are oil changes, and maintenance things that need to be fixed and I am sure something other than that comes up from time to time for some people. As for their customer service in my opinion is they all suck including Toyota. I had the most issues buying my last new Toyota from the dealer, everyone over the salesman were crooks and jerks and I won't be going back to that dealer even for service. I would guarantee that dealer would not replace head head gaskets on V-6 engines there free for the life of the car and would be looking for their money back on the service from the customer. I had the worst time with the service department on my POS Kia. Personally, I feel it depends on who owns the dealership and how they choose to run that dealership.