This is a letter I sent to toyota andf the dealership about the dealership's service department. I figure everyone would get a kick out of it. At my expense of course.


Toyota Customer Experience Center
19001 S. Western Ave.
Dept. WC 11
Torrance, CA 90509-2991

The following describes the problems I have had with my local dealership.
Staten Island Toyota - service for our 2003 Toyota 4runner
VIN# JTEBT14XXXXXXXXXX

First service visit: 5000mi
Oil change and tire rotation completed
SI Toyota attempted to remedy a rattle I had in the sunroof. SI Toyota actually made my problem worse because they failed to reconnect the hardware in the roof correctly. The roof exhibited a loud grinding noise after the vehicle was returned to me and the sunroof would not close. I returned to SI Toyota service 5 minutes after picking it up. They said that everyone who could fix the problem had gone for the day; it was 5:15pm. I fixed it by reconnecting the rod that was binding on my own.

Second service visit: 7000mi
Oil change
I requested for the parking brake to be adjusted. The parking brake no longer held the vehicle on a hill. I was told that it needed to be "cleaned" for $60. I thought adjustments were covered until 12000 mi? The adjustment was completed by a local mechanic for $20.
I had some warrantee related issues:
• The driver seatback squeaks
• The sun roof still rattled
• The rear cup holders rattled when the armrest is down and the cup holder is open
• The front end makes a droning noise @ 70mph.
I was told the vehicle was "rugged" hence it should rattle. The service personnel also stated that he had never heard of any for these problems. There is a TSB for each. What is that all about? Are the service writers required to have some knowledge of common problems with the vehicles they service? SI Toyota also said they were unable to test drive the vehicle @ 70mph.

Last visit: 17000mi
Oil change and tire rotation completed
My vehicle has emitted a sulfur smell since the day I got it. I was told this was normal and that the smell would subside after 15000 mi. After 17000mi this is not the case. I am unable to drive with the windows open for an extended period due to the sickening smell of sulfur. I was told that the condition could not be identified.
SI Toyota continuously attempts to sell me service that is not required. I was told the 15000mi service included new spark plugs and a fuel injector cleaning as well as a few other non required items. I declined.
I have read the owners manual and I see that spark plugs should last over 100,000mi; why would a dealer attempt to sell me this? Are they not required to follow the Toyota service guidelines?
This was not our first experience with SI Toyota attempting to sell us non required maintenance.


This SI Toyota is by far the worst place I have ever brought any vehicle to be serviced. WE WILL NEVER RETURN THERE FOR ANY REASON!

This our 4th Toyota (2nd new) and we truly love your products. Not having a local Toyota dealer with competent and helpful service personnel will be a contributing factor when the time comes for us to buy our next new vehicle.


Yours truly,

My expierience with dealers have been quite similar. They try to suck the last dollar out of your wallet and they usually botch the job. Complain, complain, complain hopefully you will get their attention.

Well written, I would go to another dealer. Also for the smell just drive it in the service bay and sit in your truck with the windows up and the airconditioning on and let the stink run the service writers out of the bay area then get out of your truck and as them to fix the smell that just about killed them. Also have all of the TSB numbers written down for them.

Many of my family members have purchased vehicles from them. They were a 1991 Camry, 1995 Avalon, 1996 RAV4, and a 1996 4Runner Limited. They don't have any of these vehicles today, but when they had them, they didn't have such a bad experience as you. We knew some of the mechanics so that was a little different. The only problem that I could remember was when there was rust forming on my parents 1996 4Runner's tailgate. They tried giving us a hard time about fixing it. They contacted Toyota and they ended up fixing it. We don't deal with them anymore either though. They seemed to have gotten worse as they years went on. They were great in 1991 and went down when last dealt with them in 1998. Good for you for speaking out and standing up for yourself. Great letter!

Well I sent the letter to Toyota and to the dealer. I don't plan on getting anything more than a simple sorry from Toyota. And I plan on going to another dealer.
It will be inconvenient but I have dealt with them before and they were very helpful and competent.

Which dealer are you switching to?

Sansone on Rt. 1

Ok. I never had any experience with them. I do see a alot of people driving Toyota's from Sansone around my area though. Good luck!