That sucks… Hopefully it hasn’t gone downhill because I like that service department.
The last time I got my 4Runner serviced with that dealer was twice in 2017 but my experience was literally exceptional.
One was a dash replacement which was all done under warranty… They went over and above because I have a lot of aftermarket/custom electrical which I can understand did create added responsibly and work which was not under their scope. They said they should, but didn’t charge me anything extra, and they took the time to put it all back. Even got a compliment from the tech for adding quick disconnect harnesses which make his life easier.
The second time was when I stripped front differential drain bolt when I was doing my own fluid change. I was just straight up with the guy and told them I royally messed it up. They removed and replaced with new, did the same for the fill because it was starting to go as well. I brought in all the fluids so didn’t get charged for that, but they finished the service and only charged me $54 after applying a $50 discount because of a misunderstanding on parts. I really was impressed with how the advisor took care of me.
On top of all this, that service advisor knows I try to do all my own work so I am surprised they go out of their way to help me. Even did my brakes myself and was unsure of the quality of my bleed job because it felt so different with SS lines and new everything. Ended up having them bleed it for me anyways and the level of communication and feedback I get from the tech who assured me I actually did it right the first time as there was little to no air in the system. Yes I paid for the service, but they were also pretty straight up with the fact that I didn’t really need to do it.
The only thing I have noticed is all the SD dealers are super busy and the services drives are always a mess. I actually used to live closer to the Mission Valley Toyota location and drive out of my way to go to Kearny Mesa because of the positive experiences. That said, its been a while since I have been there because I moved, but I would certainly go back.
My stripped drain plug which they removed with an air hammer.