Compensation for Shoddy Work

[gonzo]

I bought a new 4runner several months back. I noticed that there was a crack in the rear windshield wiper housing and told my salesperson. She told me to take it to the service department to have the wiper housing replaced. When I brought the runner in for an oil change, I mentioned the rear wiper and they said they would take care of it. When I got the truck back, I noticed that they had failed to fix it, even though the paper work said they did. At that point I really didn't care, as it was not worth my time to pursue it for such a tiny crack. Several weeks later I was picking up a grommet at the parts department when they informed me that my wiper was in. I had no idea that a wiper had been ordered because no one had told me about it. I asked the parts manager to give me the wiper so that I could install it but, according to Toyota policy, the service department must do all warranty work so that the dealer gets reimbursed. I made an appointment to get the wiper installed a couple of days later.

When I went to pick up the truck, I was informed that another piece was broken and that they had to order a part. They had glued a couple of pieces together temporarily, and I was not to use the rear wiper.

They called me when the part came in and I brought the truck in. They installed it and all was good . . .

A couple of days later I was washing the truck and noticed that there was super had spilled on to the paint below the wiper. I would have attempted to remove it with super glue remover (acetone) but, as the glue was near the plastic molding, I was afraid that I might melt the molding. I brought the truck into Toyota and asked them to remove the super glue.

After five days, I went to go pick up the truck. It was Labor Day Monday, so the service department was gone. I found my truck parked with a note on it saying that the rear gate would need to be re-painted. I then examined the work and noticed that the shop had put acetone on the paint, melting the plastic molding underneath. They had also managed to put two small dents in the back near the rear wiper.

The next day I brought the truck in to show the service manager what had happened. He asked me to drop off the truck so they could replace the plastic molding, pull the dents, and re-paint the gate. It has been there for three days and I am not expecting it back 'till Friday.

I am very frustrated and feel that I am entitled to some compensation from the dealer for both my time and for the depreciation to the truck.

Here is my question . . .

Has anyone attempted to get any type of compensation from a dealer for similar screwups? If so, how did you go about doing so, what was successful and what wasn't? My thought was to write a letter to the general manager, explaining the situation, and request that they give me a auto dimming rearview mirror with compass as compensation. Your thoughts are appreciated.

 

[bluewolf]

Been there! Unfortunately you will have a difficult time getting reimbursed money from the dealer for things like your lost time, your inconvenience, depreciation to the vehicle, your sheer frustration, etc. What the dealer IS obligated to do is repair everything they have done to your vehicle to bring it back to its original condition. Unfortunately, too, you have to deal with the helpless feeling of having no choice but to allow the group of baboons who screwed up your vehicle in the first place, to then attempt to repair it! Sometimes over, and over, until they appear to get it right!

The only thing I have found that works extremely well is to become visibly quite furious... right in their showroom... preferably with other potential customers around. Get the GC in front of your face and loudly express your complete dissatisfaction with the way you are being treated. Explain (again, LOUDLY) what has happened to you and insist that you want his MOST competant service person on the project IMMEDIATELY. Don't swear or be insulting, just direct and to the point. Did I mention "loudly"?

Pitching a big fit in public can be difficult for many people to do, but jeez... unfortunately it seems to be the only thing dealerships will truely respond to.

 

[mikes4runner]

Good luck.not sure you have much of a case.

Honestly I think they did a good job of taking care of things.

they fixed your wiper, tried to repair the glue/and did what you would have done if you tried to remove it yourself.

And are going to fix and repaint your tail-gate.

I understand the wait sucks but they seem to be trying to take care of everything for you.

Did you get a free loaner car from them?

 

[bluewolf]

Honestly I think they did a good job of taking care of things.

In my opinion, the fact that they have to fix dents and re-paint the entire tail gate does not support this statement.

 

[Sac State]

$$

Agreed, getting actual greenbacks from these people will be like trying to open a clam with a toothpick. Won't happen.

They might give you coupons for free oil changes though. I am 'compensated' that way. But then again, you have to ask yourself if you want these people working on your rig in the future after displaying a lack of respect for your property.

 

[Colemanfu]

Are they providing you with a loaner car? Sounds like they should because it's their fault.

I know my local dealer was worried about the Toyota evaluation. He offered me a free tank of gas if I brought it in to him to fill out. He wanted the highest marks possible. You may want to lay into the dealership on that eval or contact someone on the regional or national level to piss about it. Give them the poison pen deal. I like the idea of making a fuss in the dealer as well. No true melt downs just play up the guilt factor and how negative your experience has been.

 

[jj8111]

Good luck.not sure you have much of a case.

Honestly I think they did a good job of taking care of things.

they fixed your wiper, tried to repair the glue/and did what you would have done if you tried to remove it yourself.

And are going to fix and repaint your tail-gate.

I understand the wait sucks but they seem to be trying to take care of everything for you.

Did you get a free loaner car from them?

I TOTALY DIAGREE! They shouldn't have got super glue on the tailgate in the first place.

Aren't these people professionals? Shouldn't their work be far above the work of a do it yourselfer? It never seems to be but it should be.

DEMAND A NEW TAILGATE! New! are they going to pull the dents and then use bondo on it. That will kill you resale, well only if someone notices. How big are the dents?

You need to rip them a new one on the satisfaction servey. Its is the only real way you have of telling TOYOTA about the dealership. Not that they seem to do anything about it. But dealers seem to have some interest in that survey.

Does the dealership have the service and showroom in the same location?
If they do:
Tell the service manager that you will be mingiling with his customers until this is resolved to your satisfaction. Then go into the showroom and proceed to talk with prospective buyers about your experience with the dealership service department.

That will get them moving.

 

[gonzo]

the dealer did provide me with a loaner, although it wasn't the landcruiser that i had requested . the service guys have been pretty cool, even though it has been a pain in the ass. taking it to another dealer to get work done is more trouble than it is worth, plus it is probably more of the same.

making a scene in the show room, though undoubtedly effective, is not my thing.

i figure that cash is not an option, thats why i thought about accessories. free oil changes will do though.

i doubt they will spring for a new gate, they would probably just look at me and laugh.

 

[bluewolf]

making a scene in the show room, though undoubtedly effective, is not my thing.

That's too bad, but I understand completely. My wife is the non-confrontational type too. Some less-scrupulous people will recognize and try to take advantage of those of us with that personalty trait, and actually get away with offering a much less-expensive "mediocre" fix to a problem caused by their own lack of competance. I don't know exactly how much damage they did to your tailgate, perhaps it's hardly noticeable, but I must say you're certainly taking it a lot better than I would be.

Perhaps the meek really will inherit the Earth, in which case, I'm screwed!

 

[Derek]

Wow, and I thought my experiences with service departments were bad! Do what I did, go and talk to the GM personally until you are 100% happy. I was tired of the b.s. and run-around I was getting from the Service Dept. Manager so I walked out of the service area, and straight up to the GM and had a nice little talk with him. He now has my name and number on record and if anything else happens, he will hear from me. Good luck with everything!

 

[Faeylyn]

Their performance is completely unacceptable.

Even though this is a relatively minor issue, it may be covered under your state's Lemon Law (if you have one). Depending on the state, a dealer is usually given 3-5 chances to fix a problem - including problems directly caused by the dealer trying to fix the first problem. If they can't fix it in 3-5 tries, or if they have had your car for 30+ days, they have to give you the option of refunding ALL of your money (interest and everything), a new car, etc. Again, this depends on your state's laws.

From your story:

They called me when the part came in and I brought the truck in. They installed it and all was good . . .

I would call this point in the story chance #1.

After five days, I went to go pick up the truck. It was Labor Day Monday, so the service department was gone. I found my truck parked with a note on it saying that the rear gate would need to be re-painted. I then examined the work and noticed that the shop had put acetone on the paint, melting the plastic molding underneath. They had also managed to put two small dents in the back near the rear wiper.

I would call this point in the story chance #2.

It has been there for three days and I am not expecting it back 'till Friday.

I would call this point in the story (whenever you get the truck back) chance #3. If there's still something wrong with it after that, you may have legal grounds to get a new vehicle. Also, it sounds as if they've had the truck for maybe 15 days (or will have by Friday). So they maybe half-way to another deadline.

I'm not a lawyer, don't play one on TV, but have been through similar problems with dealers. Check your state's laws regarding this. If it's close, maybe contact a Lemon Law Lawyer. They should give free consultations and tell you whether you have a case. They may be willing to write the dealer on your behalf.

There's absolutely no justification for the shoddy work. None. If they want to be in that business, they should either do a professional job or stop doing business. And in case you don't like the sound of legal action, don't think of hiring a lawyer as a negative. Think of saving the next guy the same hassle you've just been through. Someone needs to be fired/disiplined and a lawyer knocking at the door will encourage the owner to get out the switch stick and rap a few knuckles.

 

[mikes4runner]

I TOTALY DIAGREE! They shouldn't have got super glue on the tailgate in the first place.

Aren't these people professionals? Shouldn't their work be far above the work of a do it yourselfer? It never seems to be but it should be.

Service department and professional should not be used in the same sentence.

I agreed that the whole thing sucked but I am telling you they are not going to give him a new tailgate and freebee's.

at least they attempted to repair there mistake.

There was a post not to long ago about the guy with oil all over his truck(inside nad out) he went through hell and they really tried to screw this guy.

 

[mikes4runner]

Their performance is completely unacceptable.

Even though this is a relatively minor issue, it may be covered under your state's Lemon Law (if you have one). Depending on the state, a dealer is usually given 3-5 chances to fix a problem - including problems directly caused by the dealer trying to fix the first problem. If they can't fix it in 3-5 tries, or if they have had your car for 30+ days, they have to give you the option of refunding ALL of your money (interest and everything), a new car, etc. Again, this depends on your state's laws.

From your story:



I would call this point in the story chance #1.



I would call this point in the story chance #2.



I would call this point in the story (whenever you get the truck back) chance #3. If there's still something wrong with it after that, you may have legal grounds to get a new vehicle. Also, it sounds as if they've had the truck for maybe 15 days (or will have by Friday). So they maybe half-way to another deadline.

I'm not a lawyer, don't play one on TV, but have been through similar problems with dealers. Check your state's laws regarding this. If it's close, maybe contact a Lemon Law Lawyer. They should give free consultations and tell you whether you have a case. They may be willing to write the dealer on your behalf.

There's absolutely no justification for the shoddy work. None. If they want to be in that business, they should either do a professional job or stop doing business. And in case you don't like the sound of legal action, don't think of hiring a lawyer as a negative. Think of saving the next guy the same hassle you've just been through. Someone needs to be fired/disiplined and a lawyer knocking at the door will encourage the owner to get out the switch stick and rap a few knuckles.

coooome on. good luck with that.
You got some glue and a couple of dings on my tailgate I want a new truck.

Lemon law does not work that easy.

 

[Faeylyn]

They need to make the truck whole again. And they need to do it in a reasonable amount of time. Period. The lemon law isn't only about serious life-threatening defects. In fact, if you have a problem with your vehicle that could be life-threatening, the lemon law toughen's up VERY quickly. No more three strikes.

The lemon law is about making sure you get what you paid for. About making your vechile whole again. It's not that these things can't be fixed, it's that this shop is apparently not able to fix them. And even if they were able to repair them, repainting and repairing dings doesn't really make the truck whole again.

The bottom line is that they need to give him a whole truck. If they are not able or willing to repair, they have an obligation to replace. That's where a letter from your local lawyer can work wonders. It would be silly of them to be forced into replacing when they could just fix the dang thing and be done with it.

And even if the lemon law isn't on your side and you don't want to call a lawyer, a strongly worded letter threatening to contact a lawyer can work wonders. Just another option since he doesn't want to make a scene at the dealership.

BTW, I'm assuming the truck is still under warranty.

 

[bluewolf]

Service department and professional should not be used in the same sentence.

Why on Earth do you think this way? Dealership service-departments promote themselves as professionals!! Why shouldn't we expect them to be? Why should the consumer just shrug his shoulders (as you seem to be) and say "oh well, at least they keep trying, and trying, and trying..."

The fact is, sloppy work has become ACCEPTABLE in the USA. That is why many of us do not purchase domestic-manufactured vehicles anymore. That is why many of us are thankful that the 4Runner is still being manufactured in Japan! Why??? Because, the common American worker does not appear to be worried about being held accountable anymore for crappy, pride-less, sloppy work. Why??? Well... partially at least... because of people like you, mike4runner. People who say that it is acceptable.

We should expect nothing less from dealership service persons than the level of care and consideration that we would have if working on our own vehicles. Even more so, after all, these people ARE the professionals!

 

[JungleJim]

Why on Earth do you think this way? Dealership service-departments promote themselves as professionals!! Why shouldn't we expect them to be? Why should the consumer just shrug his shoulders (as you seem to be) and say "oh well, at least they keep trying, and trying, and trying..."

The fact is, sloppy work has become ACCEPTABLE in the USA. That is why many of us do not purchase domestic-manufactured vehicles anymore. That is why many of us are thankful that the 4Runner is still being manufactured in Japan! Why??? Because, the common American worker does not appear to be worried about being held accountable anymore for crappy, pride-less, sloppy work. Why??? Well... partially at least... because of people like you, mike4runner. People who say that it is acceptable.

We should expect nothing less from dealership service persons than the level of care and consideration that we would have if working on our own vehicles. Even more so, after all, these people ARE the professionals!

Bravo! I couldn't agree more!!!

 

[gonzo]

just got the truck back. the bondo jobs sucks, there is paint overspray on the rubber trim around the window, there is still evidence of scratches and dents on the tailgate (although the are partially hidden by the bondo), and some knucklehead brushed up against the paint before it was dry.

i spoke with the assistant general manager (the general manager was out). i asked if he had a second, and whether we could talk in private. i explained the situation to him, yadda yadda yadda . . . they are going to replace the tail gate with one from a new truck.

we will see how this goes.

 

[jj8111]

2 to 1 they will drop the door and F&%k it up before they put it on your truck.

J/K

Hope all goes well! It seems they are at least trying to make you happy.

Is there another dealership you can go to?

 

[mikes4runner]

Originally posted by jj8111 [/

It seems they are at least trying to make you happy. [/B]

This was the only point I tried to make.

The whole thing sucked and service depts. suck thats why I never use them.

But a least they are trying to make things right.

 

[mikes4runner]

Why on Earth do you think this way? Dealership service-departments promote themselves as professionals!! Why shouldn't we expect them to be? Why should the consumer just shrug his shoulders (as you seem to be) and say "oh well, at least they keep trying, and trying, and trying..."

The fact is, sloppy work has become ACCEPTABLE in the USA. That is why many of us do not purchase domestic-manufactured vehicles anymore. That is why many of us are thankful that the 4Runner is still being manufactured in Japan! Why??? Because, the common American worker does not appear to be worried about being held accountable anymore for crappy, pride-less, sloppy work. Why??? Well... partially at least... because of people like you, mike4runner. People who say that it is acceptable.

We should expect nothing less from dealership service persons than the level of care and consideration that we would have if working on our own vehicles. Even more so, after all, these people ARE the professionals!

Hold on I never said what they did was acceptable
All I said was " they were doing a good job of taking care of things" meaning there screw up.

I don't think I would pin this one service guys sloppy work on the whole auto industry and America's work force in general.