Dealership service hell....F U pueblo toyota

[jonus4runner]

Friday, I went in for an oil change. The dealership has this thing called express lube. Change the oil, in 29 minutes or less or else the next one is free. I saw that the board that this is advertised on wasn't up anymore. I asked the counter guy what happened to it? He told me they did away with it. Well I was pissed but really needed the oil change so I waited the damn hour. So an hour later I notice they are setting up food tables in the garage. I guess they were having safety week. I pay for the oil change and go home. When I get home my UPS package with the PIAA lights came so I installed them. When I was under the hood I noticed the coolant level was low. SO that really pissed me off. I checked everything else and also noticed that the air cleaner was filthy. So I pack it up and go back to the dealership. When I get there everybody is sitting down eating. I find the service manager and I tell him about it. So he gets the master technician to look at it. He says yep that coolant is defintely low and the air cleaner is filty. So he replaces both while eating a sandwhich. When he closed the hood, I asked him aren't they supposed to check this stuff? His reply was sometimes they do and sometimes they don't, then he laughed. Well this pissed me off. I asked to talk to the service manager his name is Bill to tell him about what had just happened. He was exremely rude. I couldn't believe it. Well, I wasn't taking this crap anymore. I got in the service manager's face and told him " I don't appreciate your attitude" He said I don't give a shit if you don't appreciate my attitude. So I told him to get me the service director. The service director comes in from the luncheon and he is also upset. He tells me they run the filter under some laser to see if it is clean and that the hot temp caused the coolant to be low. This is not what the master technician said. So I just lost it. I said a couple of choice words to the Manager Bill and then to the director Bob. Bob told me to leave or he would call the police. I told him you know what, I will call the police. So I called the police. Police arrived, I told them what happened and service dept told there story. Police said there is nothing that they could do, it was a civil matter. But the manager didn't want me on the premises ever again. So don't come back. I said fine I just want a copy of the police report. Then for some reason that I don't understand the police guy was like all the police report is going to say is that you harrased them and they harrased you. They repeated this like 5 times. I told them fine, I want it cause I am going to send it to Toyota Corporate. He finally gave me the police report number. What do you guys think? Do I have anything here?

 

[KMX3060]

It is a sad story. Why do people take jobs they don't want to do?

When it all comes too easy we forget why we are here.

 

[ksneubec]

Sorry to hear about all of this. I would try sending this up the Toyota management chain until you get some good ole' satisfaction. I would try with the general manager of the dealership (I don't think talked to him yet), then the owner, then find out who is in charge of the region, etc. If you go to the Toyota website they do have a feedback form and they are fast about answering it. I would be a huge pain in the ass until you get free oil changes for life or something.

Lastly, I would write down the whole experience ASAP, that way you have a complete, accurate record of just what happened to you. Even if it is only "your opinion of the facts," at least you have it clearly detailed for future reference, and there won't be any grey areas about how things went down.

Good luck!

 

[TeCKis300]

All you paid for was an oil change...what did you expect? This wasn't a major service or anything...changed your oil and they were done with.

IMO, they did nothing wrong but at the same time didn't go out of their way. IMO, a better attitude from you can go a long way. No need to escalate things the way you did.

 

[qs933]

While there's no excuse for poor customer service, I'm not sure I understand your gripe.

Bottom line, does the "express lube" service include topping off fluids and checking the air filter? If it's supposed to include both, I think you have a legitimate gripe. You paid for that service and they didn't do the job you paid for. Let the sales side of the dealership know what their service department is doing to customers. I'll bet you'll get an apology REAL fast.

If the "express lube" doesn't include those services, then I think you got worked up over nothing and wasted the time of your local police department.

 

[daveman]

Jonus4runner, I don't understand what you're trying to tell us here. Above all the other detailed information you posted, you left out the most important of all: did the oil change service you paid for inculde checking the coolant level and air filter? You kept on babbling on about the service managaer's attitude and how they've wronged you on a life-and-death matter, but you didn't tell us if you paid for what you demanded. Many oil change offers don't include checking the air filter and the coolant level, some do.

 

[bulldog-yota]

My dealer also has the express lube service. It includes an inspection of fluids and brake pads, etc.

The point is that it is in the dealer's best interest to diffuse situations like these, before they get out of hand. If I was the owner of the dealer I would be pissed about the way it was handled by their people. Even if the customer is a cocky a-hole they should sort it out and not get cocky back. That is the difference between great businesses and poorly run ones.

If I were you I would escalate it to Toyota Corp in the US.

I highly doubt any dealer offer a quick lube with out at least some basic inspections. And if something is not included it doesn't take much to calmly explain that to a customer and what type of service they should request in the future, irrespective if the customer is bitchy.

 

[silver4x419]

Call Toyota and file a claim against the dealer. I did that because I never recieved a copy of my contract from when I bought the vehicle. I went back to the dealer 2-3 weeks later and asked them to mail it to me and they said sure thing. Well, then no go so I made a claim, dealer has 3 days to call you, they never called. Well, 3 days go by after the 3 day grace period I would call it and I call Toyota again and let them know. Well, 2 hours later the dealer calls me and tells me to pick up the contract. Well, I am 30 miles one way to the dealer.

They will hear it when I get there.

Sorry to hear what happend to you. I did the same thing when I was 16 when FireStone would not replace my tires under warranty, they shredded on me... Well, 1 year later they finally recalled them... :arrow:

Police escorted me off the property.

 

[qs933]

The point is that it is in the dealer's best interest to diffuse situations like these, before they get out of hand.

Correct. There is no excuse for rudeness from any of the employees at that dealership. The service manager should have resolved the situation, rather than making it worse.

Keep in mind we're only hearing one side of the story -- I know when this type of thing happened to me, my recollection tended to be a lot more generous towards my position.

Having been on both sides of the fence (giving grief and receiving it), I can tell you my approach to resolving conflicts has changed drastically over the years.

I keep as calm and collected as possible, without raising my voice. I refrain from swearing or getting "in the face" of the employees. I make it impossible for the employee I'm working with to reasonably refuse what I'm requesting.

If I still do not receive what I'm requesting, I ask to speak to someone empowered to make such a decision. Again, the key is remaining calm to prevent the manager/employee from making it seem like you were being obnoxious or otherwise deserving of a call to the police.

Ninety percent of the time, I get what I'm asking for, and I make sure to thank those who helped me. They are much more likely to be willing to go beyond the call next time you're their customer.

The remaining ten percent of the time, a simple e-mail or call is made to the corporate office (or general manager, etc.) explaining the situation, how I made every effort to remain cordial, and my plan for escalation if necessary.

Much simpler said than done, of course...

 

[abin]

This is a very interesting experience with Toyota dealership.
If you think they did something wrong to you, write to local BBB and Toyota management as suggested.
This will help Toyota and help us.

 

[Bluto]

Friday, I went in for an oil change. The dealership has this thing called express lube. Change the oil, in 29 minutes or less or else the next one is free. I saw that the board that this is advertised on wasn't up anymore. I asked the counter guy what happened to it? He told me they did away with it. Well I was pissed ...

You were pissed over this? Do you expect them to notify all their customers they no longer offer this service?

Getting upset was not a very intelligent thing to do.

You should have asked to them to honor the express lube one more time, and walked if they didn't. If you did not have the hour to wait, you should have left. I can't belive how much you escalated the situation. You called the cops? For what?

 

[PROZAC]

Bottom Line people... we are the customer... who we are and how we choose to spend our money is what Toyota Japan chooses to capture.

I recently got a flat tire and while taking my truck back to the dealer to have the tire replaced (with one I purchased because the puncture was on the side wall), a man was getting very upset because he KNOWS there is a rattle between the roof of the vehicle and the head liner and they calmed him down like Beano after eating a good mexican meal.

BOTTOM LINE, THEY DIFFUSED THE SITUATION.

I can not stand it when some people take an offensive attitude to a customer who feels they were wronged. If you are someone who adds 2 gallons of gasoline to a fire that is already burning... then you need not be in the customer service industry vying to make your customers feel appreciated and informed.

If he (the customer) was wrong... SO BE IT... And despite the customer's attitude (which perhaps could have been better), there is such a thing called tact and diplomacy and he could have been told, Look Sir, on behalf of my service team, I would like to apologize for overlooking toping off your fluids and inspecting the air filter. We are having a training session and perhaps the technician overlooked this service, if you would continue to wait another 15 minutes, we will ensure those items we overlooked are corrected.

Now, the customer feels the need to vent his frustrations and do you think that anyone reading this who will take their vehicle in for repair or a simple oil change won't feel slightly aprehensive towards any service they can expect.

Bottom line, I would express interest in apologizing for your mis behavior after you become aware of the SOP for "XXXXXX Toyota Dealership" conducting the "Express Oil Change" to the owner of the dealership concernining how you identified a shortfall, brought it to their attention, and were not treated apologetically!

No excuse... that is all I have to say. GD... we throw down in excess of 32 through 38 grand on our vehicles and we want to be treated with some dignity and respect. Everyone is all smiles and blowing smoke up your ass on the front end of the dealership and when you feel slighted by the backend... its your fault... is that what some of you are saying.

Hows about the dealership repair people at bare minimum toning down their crapt out behavior as OBVIOUSLY the repair manager toped off the fluid and replaced the air filter ("while eating his sandwich") which in fact acknowledges fault.

And it is unfortunate that I would never trust taking your vehicle back to that repair department (despite being told not to return), cause you think your vehicle would be getting 5 star treatment... NOT!

 

[HuntRunner]

"People that anger you, control you."
Funny how we allow people that we don't even know to have this much control over us.

 

[jonus4runner]

Ok I left some stuff out. I will try to keep it short.

1. When I got my receipt there was a coupon on it for the express lube that expires on july 31, 2005. On the way to the dealership I called the manager and asked him do you still have an express lube? he said yes. They just took the advertisement down, but if I ask for it they still have it. I did ask for it. But the counter guy lied to me and said they did away with it.

2. I called the police myself because the manager was threatening me to call the police. Maybe, this was dumb but I had nothing to hide and I wasn't afraid.

3. I didn't get the express lube. It clearly states on their receipt. top off all fluids and check filter.

I know I could have handled things better. My wife is a business administrator and she deals with assholes all the time. I admire the way she handles situations. I wish I had her level of professionalism. I have seen her get what she wants and totally destroy people in a calm nice way.

I guess it was just everybody's attitude. Man thinking about it pisses me off. I defintely blew up.

 

[HuntRunner]

I guess it was just everybody's attitude. Man thinking about it pisses me off. I defintely blew up.

We all have our moments.....

 

[jonus4runner]

"People that anger you, control you."

Huntrunner. That is so true. I never looked at it like that. Maybe, I need to look at myself.

 

[jonus4runner]

I just got a call from Toyota Corp. they said the dealership has 3 days to call me back. I guess I just have to stay calm, cool and collected. Any advice?

 

[TeCKis300]

Ok I left some stuff out. I will try to keep it short.

1. When I got my receipt there was a coupon on it for the express lube that expires on july 31, 2005. On the way to the dealership I called the manager and asked him do you still have an express lube? he said yes. They just took the advertisement down, but if I ask for it they still have it. I did ask for it. But the counter guy lied to me and said they did away with it.

2. I called the police myself because the manager was threatening me to call the police. Maybe, this was dumb but I had nothing to hide and I wasn't afraid.

3. I didn't get the express lube. It clearly states on their receipt. top off all fluids and check filter.

I know I could have handled things better. My wife is a business administrator and she deals with assholes all the time. I admire the way she handles situations. I wish I had her level of professionalism. I have seen her get what she wants and totally destroy people in a calm nice way.

I guess it was just everybody's attitude. Man thinking about it pisses me off. I defintely blew up.

That was the relavent information we needed. If that was the case, then toyota was clearly in the wrong. I would be upset too. Almost like going for an oil change and them not doing it. Give toyota headquarters a call.

 

[boston_kevin]

another avenue for you...

Call you local TV news station. Explain the situation to them. Sometimes they do little extra bits (up here it's called "Buyer Beware". It may not get you anything, but it does give a big spot on TV as to how bad their customer service department is. The dealership owner will do almost anything to prevent this and make this go away. I did this with a GMC dealer here locally who did some recall work on my Yukon. they broke the windsheild and asked me to call my insurance to get it replaced so it wouldn't cost them anything. Ended up costing me nothing but the service manager lost his job and received alecture from the police about insurance fraud.

 

[abin]

I just got a call from Toyota Corp. they said the dealership has 3 days to call me back. I guess I just have to stay calm, cool and collected. Any advice?

Ball is in your court.
Tell us what are you going to do if they call you.