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Old 06-08-2012, 10:43 AM #1
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Thumbs down Toyota of Rock Hill (Rock Hill SC) Service Department = EPIC FAIL!

I wanted to find the right forum to bash these guys and well, I guess this is it. Two service visits to this outfit were all it took for me to realize that they don't deserve another red cent worth of my hard earned dollars.

I am extremely dis-satisfaction with Toyota of Rock Hill. I'm a reasonable person and try to give them the benefit of the doubt and reluctantly had my vehicle serviced by them on more than one occasion but every time I visited there, I left dis-satisfied and felt that they are the type of dealership that are just out to take folks to the cleaners.

Up until visiting Toyota of Rock Hill, I dealt with Toyota of North Charleston (now Hendrick) and I've never felt about them the way I feel about this dealership. I've always believed that things were on the up and up with them and they were an honest and trustworthy dealership. I had my car serviced with the Harrelson Toyota (old Rock Hill) location for the first 3 or 4 years that I've owned my truck and I feel like they were always pretty good up until the dealership changed names and locations.

So here are the reasons for my dis-satisfaction on my last visit:

- Website does not allow you to choose "oil change only" when making an online appointment. Closest thing is the "5K mile service". Just trying to stack services on people

- So of both of my visits to Toyota of Rock Hill, I've not been able to come in for a $30 oil change and leave without at least $600 of "recommended" service. First visit was alignment, tires, and a wheel hub assembly, which was probably $1400 or so worth of parts and service. This visit it was front drive shafts which was about $600 worth of service. Both delivered in the old dealership way of "if you don't have this service done now, you're gonna die". I understand that my vehicle is getting up there in age and that issues are going to arise, but come on!

- The lady that works at the cashiers desk... The one that smells and sounds like she smokes 6 packs of cigarettes a day, is probably one of the rudest people I've ever met. She should in no way, ever have a job that requires her to interact with customers. She made a rude comment to me, the customer, on my last visit and on the first, she was nowhere in sight when I was trying to check out. Had to wait for her to finish her smoke break. Then she acted like I was inconveniencing her.

- And lastly, my "Maintenance" light wasn't even reset after this visit! It's the simplest thing... Attention to detail! I understand these things happen, but when they pull the truck up front and there is a dash light glaring them in the face, you'd think it'd be pretty hard to overlook.

After the fact, it seems these issues were just the tip of the iceberg. Shortly after that visit, I crawled under the truck to do some work and I'm glad that I did. So, as you probably know, there are 4 bolts that secure the forward skid plate on a 4runner. Why Toyota saw it fit to put thread cutting bolts in this application is a little beyond me. Toyota does a lot of great design things, but this was not one of them. This skid plate needs to be dropped to perform an oil change.

Anyway, so I go to drop the first bolt and notice that it's sagging off of the frame and rotating freely... threads stripped on the weld nut.

Go to remove the second and it's torqued to all get out! Sort of like somebody just hammered it down with an air tool. Which explains bolt one. Knowing that these are thread cutting bolts, one should use some common sense.

Go to remove the third... and it's missing! Come to find out that this nut was stripped as well so the bolt just fell out.

And well, the 4th was fine, so 1 out 4!

I know for a fact that these things were in tact when I brought it in because I was the last person to drop this skid plate and it was only a couple of weeks prior and I tighten everything by hand, not with air tools.

I was seriously at a loss for words... To say that the tech didn't bring his "A" game that day is a gross understatement.

I'm done with that place and it'd be hard for me to ever recommend them to anyone given my few interactions, because they have not done right by me at all. Spoke with the service manager on the phone and over email, and he was just like "I understand, if there is anything I can do for you, let me know"... Thanks bruh.

I think my bad taste all started back when I was quoted $100 in labor costs to have a $5 bulb changed in my center display them. Bought the bulb and changed it myself in less than 5 minutes. So if anything, I guess I can thank them for making me more of a do-it-yourselfer. If I had to do it over again, I would have changed the wheel hub or bearing myself instead of paying them $600 to do it. And now, I'll be changing these axle shafts out myself and save myself $500+.

Oh, and here is my favorite one; the old cabin air filter bit. They bring the customer a filter to show them how dirty it is and then charge them $50 to replace a $15 filter. They've already done HALF the labor by removing the filter and if the customer declines the service they would have to do the other half by putting it back. So where does the other $35 come from? Opening the package?

I DO appreciate the fact that they diagnose the issues, I do. But they never seem to offer people realistic alternatives. Like for this past issue I've had with the grease coming from my CV boots. The axles are probably in good shape still (no grinding noises) and they could have offered to repack and re-clamp the boots as a cheap alternative, but didn't. I'm pretty sure the issue stemmed from lifting the truck and changing the suspension angles, but nobody at the dealership even made mention of that possibility. They did offer aftermarket shaft which is good, but I can bought them myself for $45 a piece.

My family is a Toyota family. We absolutely LOVE the brand. We've bought 3 vehicles from Harrelson Toyota (2 brand new and 1 used) and currently have 6 Toyota's in our family, but from my couple of experiences with this dealership, I'll be looking to take my Toyota needs and money elsewhere if I can't do it myself.
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Old 07-13-2012, 04:09 PM #2
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It's Rock Hill, how can you be surprised. The only town in SC to ban MTV during the 80s due to the lack of coverage for David Lee Roth's glutius maximus.

The cabin air filter is usually one of three dirty ones they have in the bay. If there is not one that fits exactly, they find one that is similar in size.

My uncle has received nothing short of horrific service from Gene Reed/Hendrick Toyo on his Sequoia while having retired in Charleston. He finally found a good independent repairman and has been good ever since.
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Old 07-13-2012, 04:51 PM #3
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Quote:
Originally Posted by LittleCaesar View Post
It's Rock Hill, how can you be surprised. The only town in SC to ban MTV during the 80s due to the lack of coverage for David Lee Roth's glutius maximus.

The cabin air filter is usually one of three dirty ones they have in the bay. If there is not one that fits exactly, they find one that is similar in size.

My uncle has received nothing short of horrific service from Gene Reed/Hendrick Toyo on his Sequoia while having retired in Charleston. He finally found a good independent repairman and has been good ever since.
Thanks for reading and replying!

Yeah that's what I always thought was the deal with the cabin filters. I always had pretty good luck with those North Charleston guys though.

We took my wife's car into Hendrick Honda on South Blvd over the weekend for a recall. My first dealership since the above experience. Overall not too bad. They had a huge comfortable waiting room with TV's and a nice fish tank. They were giving away free food; burgers, dogs, chips and drinks. I think I paid under $40 for her oil changed and tires rotated which is a fair price to me. I used to pay like $35 just for the oil change on the 4R. Then they came with their "list". Cabin & Air filter for $50 a piece. Power Steering and Brake Fluid were dirty so $150 to flush each for a total of $400 of "recommended" service. Her car only has 30K miles on it. I said no thanks, went and bought her an air filter, cabin filter, and a cabin filter for the 4R for $50 and changed them in 1 minute.

I can appreciate the inspections they do. Let's me know what my next project is
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Old 03-11-2014, 09:01 PM #4
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Quote:
Originally Posted by LittleCaesar View Post
It's Rock Hill, how can you be surprised. The only town in SC to ban MTV during the 80s due to the lack of coverage for David Lee Roth's glutius maximus.

The cabin air filter is usually one of three dirty ones they have in the bay. If there is not one that fits exactly, they find one that is similar in size.

My uncle has received nothing short of horrific service from Gene Reed/Hendrick Toyo on his Sequoia while having retired in Charleston. He finally found a good independent repairman and has been good ever since.

All Good Info. I'm in Charleston and will ask who did your Uncle find in Chucktown trustworthy? I am looking at having rear axle seals (yikes) and other maint. done. Thanks
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Old 04-11-2016, 09:40 AM #5
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Good to know! I live just on the border in NC and won't be going to Toyota of Rock Hill.
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