Dealership service departments!?!?

[jjdbike]

Hi Folks

I bought my 2011 used SR5 from a non-Toyota dealer. It was the right vehicle for me at the time & I needed one right then (my other vehicle died & I was under a time crunch).

I did however buy an extended Toyota warrentee at a local Toyota dealership. I figuered it would be a good idea to establish a relationship w/ a local dealership incase I ever had any warretee issues.

That dealership wanted to charge me 2 1/2 times the MSRP of a toyota part. Then screwed up a trans flush. Then quoted me 3 differnet prices for front & rear diff & transfer case service. When I showed up for the appointment they quoted me a price $150 more than the day before. I walked out & called the GM.

I went to a different Toyota dealership for my next maintance appointment. They charged me for at lease one (that I know of) service that they obviously didn’t perform. Who know what else they charged me for & didn’t do.

I know I don’t need to go to a Toyota dealership service department for non-warrentee items. In my mind it just seemed like a good idea while it’s under warrentee as the mainatnce record will be clean, indisputable and accessable. Also if they screw anything up (like the trans flush) it’ll be on their record & they’ll be responsible for it (at least that’s what I thought). One would imagine that they know their vehicles the best & would have a vested interest in trying to keep me as a Toyota customer.

Between the two dealership service deparments I’ve gone to, I experienced incompatance, dishonestly and price gouging.

Is this common with Toyota dealerships? Why would it be this way? I would think that Toyota corperation would have some oversite & quality control.

These two expereinces have soured me on Toyota dealership service departments. I have a local privately owned garage w/ owners & techs that I trust. They’re not cheap, but more reasonabe than the Toyota dealership & I’m confidant that they’ll do what they say they’ll do & do it correctly. I’m also confidant they won’t try to sell me services I don’t need. Thye’ve proven this to me several times over. From now on the only things I’ll go to the dealership service deparyment for are warrentee items.

Am I wrong to generalize from these two dealerships? Have others had similar or different experiences w/ Toyota dealerships?

Thanks.
JD

 

[ran]

I paid cash for a new 2007 SE and the parts Dept there would not sell me anything, in Medford, Or. the next dealership is 25 minutes away. the same dealership did burn me on brake flush, saying it was covered under warranty. I gave the lady at the cash register a small hard time and then told her to call in a supervisor. I finally fund a decent guy in service to deal with for both wife's 2002 Taco and mine. typical Toyota? first time to have one.

 

[shahsmerdis]

One Dealership here in NYC

From my dads experience:

they told him parking brake wasn't working, bell cranked needed to be replace. He asked for old parts once service was completed. They came back only gave him one bell crank. Of course he knows what happened. He says where is the other one. they said it was changed. He said I don't believe you, show me on the lift it was changed. they said they don't do that. Then he says I don't accept, I am not paying... Of course my dad never proceeds with yelling or anything of showing hes being aggressive. Dealership puts 2 people behind him. Hinting intimidation... he says "You have no idea who you are dealing with"

Pays with AMEX, calls AMEX cancels the payment. They take his side total bill 0.


another time: clock light wasn't showing, they said 125 dollars to change the bulb. Not sure why he would pay 125 dollars for changing the light clock on the car. light back on, 1 week later it goes out. they said it was a wiring issue or something, and the bill was 400 (something high can't remember exact number). he said why didn't you say that in the first place, give me back my money, they said work was done we don't give refunds. AMex to the rescue yet again. ruled in dads favor.


Another time, they put aftermarket sway bar links on his car. they broke within a week. (spot weld) You go to toyota, why the heck should you need to confirm toyota part? They said they don't give credit. AMEX to the rescue. Amex put payment on hold. in the mean time they agree if he pays for the difference for OEM they will replace

They conveniently now don't accept AMEX at these dealerships I Wonder why!

My subaru, I got a free alignment out of warranty, the steering wheel isn't straight.
Brought it back a second time.. still not straight, I gave up, not worth them getting pissed and messing with my car. I'll do it somewhere else, and ask SOA to take care of the bill.

i thought the same thing with my impreza, let me get my oil done there so i can have some sort of history with them. Nope. over filled oil. (not much, but more than comfortable)

In all honestly if you are having issues with dealer call Toyota number or email them. they are very very helpful when you are asking something reasonable.


summary, to hell with stealerships. there is always someone right behind you, willing to give money for subpar work.

 

[gm350reratliff]

I usually try to stay away from dealerships. I try to do all my own work and I keep my own documentation of said work. It seems, from reading on here, that there is more issues with dealerships in the eastern US. I've actually had good luck with American Toyota in Albuquerque. Granted, I've only taken my 5th gen there for a Entune update and to fix the Softex on the rear seat but both times have been good. They also pressed new rear bearings on the axles shafts for my 4th gen and were good to me on that occasion as well. The only time they pissed me off was back in '08 or '09 when I took my black 4th gen in so they could warranty the stereo. I had just completely detailed it so I told them to not wash it. Well, they washed it anyway and let it dry in the sun. I was not a happy camper.

It's a different story for their sales department though. I've tried to buy 4 or 5 vehicles from them over the last 10 years and every time they just want to play games with me. I end up walking out every time. I may try them one more time this year though.

 

[techno]

It wouldn't surprise me if you used the two Toyota dealerships near me in the north hills of Pittsburgh.
I've given both three strikes and they're both out now. I'll only go there for over the counter parts now. Mind you, I did have several years of good service at one of them, but then they just starting messing things up and hiring people who shouldn't ever be allowed to talk to customers. I still get mail from them with service and sales offers, but they never fill in the variable fields in the letters, so I get stuff that's literally like this "Dear -first name/last name-, there has never been a better time to have your -vehicle year / model- serviced at...." It would be funny if it wasn't so dumb and lazy.

 

[jjdbike]

It wouldn't surprise me if you used the two Toyota dealerships near me in the north hills of Pittsburgh.
I've given both three strikes and they're both out now. I'll only go there for over the counter parts now. Mind you, I did have several years of good service at one of them, but then they just starting messing things up and hiring people who shouldn't ever be allowed to talk to customers. I still get mail from them with service and sales offers, but they never fill in the variable fields in the letters, so I get stuff that's literally like this "Dear -first name/last name-, there has never been a better time to have your -vehicle year / model- serviced at...." It would be funny if it wasn't so dumb and lazy.

Wow, that is kind of funny. Who ever is responsible for sending those out should be "reassigned".
JD

 

[SR5Bart]

Damn that really sucks to hear. I'm an ASM at a Toyota Dealership and I try to establish relationships with my customers. I actually bring people to their vehicle if I am trying to sell something and I have a lot of customers who come in, toss me their keys and just say "do what it needs". I do agree with you guys though I myself have went into a couple Toyota dealers and will never go back. I drive 16 miles to work and I have 2 other Toyota stores within a 4 mile radius of my house

 

[5ontheFloor]

These shops are like any other trade or craft. You have those techs that are passionate about what they do and take care of their customers. Then there are the ones who should never go near a wrench let alone my truck. In the end, I go to dealer to get my service documented, in case they fail in any regard, I've got proof. Can't say that for the several good mechanics I had in the past who lost their shop because they did not know how to run a business.

 

[Muzzle of Bees]

You would expect that upper management would have their noses right in the business of the service department to ensure they are getting quality people. I would But they often fail miserably at this. Many have noted that its about logging hours and making money, not enjoying your work.
I monitor contracts for a living and I see this all the time. Essentially I have to do work the vendor managers should be doing. If you do not monitor from the beginning and let things get away it can get ugly when things are caught well into the contract term.

 

[NinjaOne]

I avoid my dealership when I can. My assigned service manager comes across as if I'm inconveniencing him by giving them my business. ~50% markup on parts (I started laughing once when they gave me a quote and price dropped over $100 :redbrick: )

I also purchased a warranty through a Toyota dealership. Dealership has been really good about honoring it. Replaced all 4 control arms + alignment, water pump, cv joint etc. and pretty much did it right. Largely just small complaints about customer service. (Lost my valve stem caps, returned it with the windshield too greasy to drive after doing my dashboard replacement, replaced my spark plugs after I told them I just swapped them.