In situations like this, I tend to find the best thing to do is step back and say what outcome do I want from this? It's probably worth doing that now before they call you. If all you want is an apology ask for one, if you expect some form of free service to compensate propose that - ultimately if you don't know what it is that will satisfy you before you go into this discussion you wont know when to stop. That's usually how things end up getting out of hand.
CVsGX470
New member
Never heard of an exchange like this at a Toyota dealership. Don't know if I would have gotten in everyone's face and called the police over the payment of an oil/lube. Did it specifically say that they would do the other things? Now, if they charged you for the other things and said that, I would be pissed too. I found myself pissed once when prior to taking my car into to get it looked at, I filled the washer fluid. They they charged me and said that they topped it off.
CV
CV
J
jonus4runner
Guest
DaveS. Thanks for the info. And I didn't think of it before and What I really wanted. I don't want anything for free, I guess I just want an apology and for them to talk to the guy who was rude to me. I will never go back to this dealer for anything.
MAC4Runner
New member
PROZAC said:
Way too much emphasis is placed on the "customer is always right." While it was in the best interest of the dealership to diffuse the situation, it doesn't give someone the right to be irrational or an a-hole. Respect is a two way street.
Cooler heads ALWAYS prevail.
But you needn't forget that if the Dealership would have done their jobs in the first place... nothing would have been escalated. First off, the moment the customer brought to the attention that there was a problem, an apology from the dealership was in order.
I disagree about their being way too much emphasis. They are in a service industry and the only service they are providing is to the customer who wouldn't have been in the position if they would have done the job right the first time.
I disagree about their being way too much emphasis. They are in a service industry and the only service they are providing is to the customer who wouldn't have been in the position if they would have done the job right the first time.
This was an uncivil civil matter.
The police cannot do anything because there was no crime commited. All they can do is listen to one side and then the other side, conclude this is an uncivil civil matter and let it go at that.
The main thing is what do you want should Toyota or the dealer call? An apology? Free oil change? A free car? whne you complain, have you thoguht out what you would like out of this confrontation? True, the dealer can be a-holes, but having worked the retail trade from large store chains to small local stores before becoming a liar, I mean lawyer, I had my share of customer a-holes too. But even managing a store, I would try to calm the situation down and get down to brass tacks; what does the customer want? If it's reasonable and would make an enemy into a customer, I'd do it. Sometimes I'd do it just to get rid of him....
So what are you asking Toyota/Dealer to do?
What are your options?
What would you get with it? Leverage to get what you want, or to punish them?
Call the BBB? They are about as worthless as crap.
Call the lcoal station and see if they would do some newstory and give them bad press?
I doubt any newstation would do a story because two sides were in a pissing match. They normally do stories where there is a real "bite"---some real rip-off going on where the customer is some blameless old granny and the dealer can be made to look like real turds. Newsstations are in it for their own selfish motives too and if the story does not have sex appeal, they don't give a rat's butt what your problems are.
Contact Toyota and give them a professional courtesous compalint and tell thme how this reflects on Toyota nad what you want......they can't do anyting if you don't tell them what you want....
Good luck.
The police cannot do anything because there was no crime commited. All they can do is listen to one side and then the other side, conclude this is an uncivil civil matter and let it go at that.
The main thing is what do you want should Toyota or the dealer call? An apology? Free oil change? A free car? whne you complain, have you thoguht out what you would like out of this confrontation? True, the dealer can be a-holes, but having worked the retail trade from large store chains to small local stores before becoming a liar, I mean lawyer, I had my share of customer a-holes too. But even managing a store, I would try to calm the situation down and get down to brass tacks; what does the customer want? If it's reasonable and would make an enemy into a customer, I'd do it. Sometimes I'd do it just to get rid of him....
So what are you asking Toyota/Dealer to do?
What are your options?
What would you get with it? Leverage to get what you want, or to punish them?
Call the BBB? They are about as worthless as crap.
Call the lcoal station and see if they would do some newstory and give them bad press?
I doubt any newstation would do a story because two sides were in a pissing match. They normally do stories where there is a real "bite"---some real rip-off going on where the customer is some blameless old granny and the dealer can be made to look like real turds. Newsstations are in it for their own selfish motives too and if the story does not have sex appeal, they don't give a rat's butt what your problems are.
Contact Toyota and give them a professional courtesous compalint and tell thme how this reflects on Toyota nad what you want......they can't do anyting if you don't tell them what you want....
Good luck.
J
jonus4runner
Guest
WOW, olliebear. You are very wise. Thanks for the advice. I want an apology. But most of all, I want to be able to handle these situations with my head not my emotions. Like my wife does. I spoke with my wife about it and she suggested I see a couenslor to be able to handle my emotions when I get upset like this. I have seen it with my own eyes that you can get a lot more accomplished and do a lot more damage if you you are calm and go about things in a calm manner. Yet, for some reason I just couldn't get calm. I know what to say and how to act, and looking back on it I could have handled things a lot better. I know that I came across looking like an asshole and a crazy man. I know that this gets you no where and no respect but for some reason I couldn't control it at the time.
jonus4runner said:
There are lots of suggestions here but they are all what other people would want - all that matters here is what you want. If this is what you want my sense is that you should be able to get it without much difficulty when they call if you just state clearly this is all you are looking for.
I've had to try very hard to contol myself too.
Having grown up in the wrong side of the tracks, I go from nicely dressed in tassled loafers and yuppie braces to "street" in no time flat. I've had to learn very hard to keep my anger under control. Most of the time it works, sometimes it doesn't--especially when turds "diss" me or try to rip me off. Then I come unglued and show them what I still remember from my street days. Even pulled a shank on this class a turd who tried to eff with me in the middle of my divorce.....it was a Gerber Mark II double edged boot knife.....I don't use cheap stuff...and boy was the turd surprised when I went into combat position with that. But that's another story....
Gawd, my hero is Joe Pesci's character in Casino and Goodfellas....and wifezilla can tell you I come pretty close to his character...."Eff you, you Effing Eff...how does that feel, you like that you Effing eff (while bashing someone's head in with a bat)....and that famous, "Do I amuse you, like I'm a effing clown of something..."
However, I always try to keep things in check and now it's mainly just rude waiters in Chinese resturants....:bash:
So stand back and take a deep breath....Ancient Chinese saying "The first one to lose his temper, loses" But I still like like Joe Pesci's ancient sayings....to the dealer "Ef you, you effing eff. AND you can take your apology shove it up your effing ass."
Now doesn't that feel better than watching Dr. Phil??????
jonus4runner said:
Having grown up in the wrong side of the tracks, I go from nicely dressed in tassled loafers and yuppie braces to "street" in no time flat. I've had to learn very hard to keep my anger under control. Most of the time it works, sometimes it doesn't--especially when turds "diss" me or try to rip me off. Then I come unglued and show them what I still remember from my street days. Even pulled a shank on this class a turd who tried to eff with me in the middle of my divorce.....it was a Gerber Mark II double edged boot knife.....I don't use cheap stuff...and boy was the turd surprised when I went into combat position with that. But that's another story....
Gawd, my hero is Joe Pesci's character in Casino and Goodfellas....and wifezilla can tell you I come pretty close to his character...."Eff you, you Effing Eff...how does that feel, you like that you Effing eff (while bashing someone's head in with a bat)....and that famous, "Do I amuse you, like I'm a effing clown of something..."
However, I always try to keep things in check and now it's mainly just rude waiters in Chinese resturants....:bash:
So stand back and take a deep breath....Ancient Chinese saying "The first one to lose his temper, loses" But I still like like Joe Pesci's ancient sayings....to the dealer "Ef you, you effing eff. AND you can take your apology shove it up your effing ass."
Now doesn't that feel better than watching Dr. Phil??????
Bill42
New member
There are several issues here. One, of course, is that they failed to do their jobs. First the cashier lied to you when he said they no longer honor that service. Second, upon returning back to the dealership they were unprofessional and discourteous to you - their customer. Third was the inability of the manager to control the situation without having to threaten calling the police.
Clearly, the service department failed to meet your reasonable expectations - that being changing the oil and topping off fluids, etc. This is the complaint that I would speak to the General Manager about.
However, I would preface my remarks with, "I want to apologize for losing my temper the other day". Why should you apologize? Well for starters a well composed individual is seen as more credible. After all, you can bet that the individuals involved from the service department are throwing you under the bus as some raving madman.
Thus, it is incumbent upon you to stress to the general manager that you are aware that your conduct was not appropriate so that you can be seen as credible when judging the behaviour of the service department personnel.
Additionally, ask yourself what you want to happen when they call you. If they call are you simply looking to vent again? Or do you simply want someone higher up to hear your concerns regarding their service department. Or do you want something more tangible - like a free service next time you come in.
I always flash back to the movie Liar Liar with Jim Carey when I get mad about something. The part where he is at the tow yard and they scratched his Mercedes and the guy says that was already there. Carey them finally says that he is simply going to bitch and moan and then bend over and take it in the a**!
Anyways, good luck with your phone call.
Clearly, the service department failed to meet your reasonable expectations - that being changing the oil and topping off fluids, etc. This is the complaint that I would speak to the General Manager about.
However, I would preface my remarks with, "I want to apologize for losing my temper the other day". Why should you apologize? Well for starters a well composed individual is seen as more credible. After all, you can bet that the individuals involved from the service department are throwing you under the bus as some raving madman.
Thus, it is incumbent upon you to stress to the general manager that you are aware that your conduct was not appropriate so that you can be seen as credible when judging the behaviour of the service department personnel.
Additionally, ask yourself what you want to happen when they call you. If they call are you simply looking to vent again? Or do you simply want someone higher up to hear your concerns regarding their service department. Or do you want something more tangible - like a free service next time you come in.
I always flash back to the movie Liar Liar with Jim Carey when I get mad about something. The part where he is at the tow yard and they scratched his Mercedes and the guy says that was already there. Carey them finally says that he is simply going to bitch and moan and then bend over and take it in the a**!
Anyways, good luck with your phone call.
This is Totota's weak area ..the dealer network just doesn't get it. Its the customer stupid....their hot,selling cars and making money, but there not watching the store. this isn't a one dealer problem, I think its rampant if you read the posts on this board. My dealer treated me like shit for the first oil change...couldn't care less if I was there or somebody else. Took no time to call me by name,and stayed on the phone while I was waiting. The salesmanwho sld the truck to me walked by and ignored me. They have to much business,thats the problem.
American car dealers were like this to years ago but the got the message. They use a customer councelor and most call you after the service to see if all is good. I know this because I bought GM products for years and this is the attention I got. They call you by name and make you feel very comfortable.
However the cars stink and thats why I bought the runner. IMO the dealers don't get it cause they don't have to .
I would go the the general manager and explain what happened ..if he's any kind of businessman he will make you happy if not then call Toyota.
American car dealers were like this to years ago but the got the message. They use a customer councelor and most call you after the service to see if all is good. I know this because I bought GM products for years and this is the attention I got. They call you by name and make you feel very comfortable.
However the cars stink and thats why I bought the runner. IMO the dealers don't get it cause they don't have to .
I would go the the general manager and explain what happened ..if he's any kind of businessman he will make you happy if not then call Toyota.
abin
New member
Yes.
when we are talking about "customer services", we expect the best service we think it supposes to be. But, don't forget they are making not too far from minimum wage. So, this happened and will happen again, with Toyota dealers.
When they make mistakes, use whatever means to make it right, so WE, as a Toyota vehicle owners, will not have to go through this again.
when we are talking about "customer services", we expect the best service we think it supposes to be. But, don't forget they are making not too far from minimum wage. So, this happened and will happen again, with Toyota dealers.
When they make mistakes, use whatever means to make it right, so WE, as a Toyota vehicle owners, will not have to go through this again.
bryancos
New member
Jonus,
Be sure to file a complaint with the Pueblo BBB as well.
Better Business Bureau of Southern Colorado
119 W 6th St
Pueblo, CO 81003
(719) 542-6464
You can file complaints online at the national site and it will be forwarded:
www.bbb.org
Granted they prob can't do much, but it creates a hassle for the folks at the dealership because they have to take the time to respond if they don't want negative information logged against them. Just the fact that you're inconveniencing them should give some satisfaction.
A while back I had a bad experience in getting a refund for a defective dash kit I got on ebay. First I tried to resolve it w/ the business/owner. When that failed, I went thru ebay's square trade mediation. When the business owner didn't respond, I had my attorney write them a letter and filed a complaint w/ the NY BBB and the NY state attorney's office. Suddenly out of the blue, a check arrived in an envelope. No letter of apology, no note.. just a refund check. I became such a total pain in the a** to the guy, that I guess he gave in.
<B>Also consider posting your story on ripoffreport.com! Or creating a website such as pueblotoyotasucks.com and share the bad experiences...</B>
Next time you have your 4R serviced, make the 45 minute drive up to Colorado Springs and see the folks at Liberty Toyota on N. Academy. They have a comfortable customer waiting area and they offer FREE WiFi so you can post more messages here while you're waiting. HA! The service dept folks there have treated me right so far.
There's also Toyota of Colo Spgs down in Motor City, which is probably a bit closer for you, but I've not used their service dept since I live on the North end of town and it's not convenient.
Be sure to file a complaint with the Pueblo BBB as well.
Better Business Bureau of Southern Colorado
119 W 6th St
Pueblo, CO 81003
(719) 542-6464
You can file complaints online at the national site and it will be forwarded:
www.bbb.org
Granted they prob can't do much, but it creates a hassle for the folks at the dealership because they have to take the time to respond if they don't want negative information logged against them. Just the fact that you're inconveniencing them should give some satisfaction.
A while back I had a bad experience in getting a refund for a defective dash kit I got on ebay. First I tried to resolve it w/ the business/owner. When that failed, I went thru ebay's square trade mediation. When the business owner didn't respond, I had my attorney write them a letter and filed a complaint w/ the NY BBB and the NY state attorney's office. Suddenly out of the blue, a check arrived in an envelope. No letter of apology, no note.. just a refund check. I became such a total pain in the a** to the guy, that I guess he gave in.
<B>Also consider posting your story on ripoffreport.com! Or creating a website such as pueblotoyotasucks.com and share the bad experiences...</B>
Next time you have your 4R serviced, make the 45 minute drive up to Colorado Springs and see the folks at Liberty Toyota on N. Academy. They have a comfortable customer waiting area and they offer FREE WiFi so you can post more messages here while you're waiting. HA! The service dept folks there have treated me right so far.
There's also Toyota of Colo Spgs down in Motor City, which is probably a bit closer for you, but I've not used their service dept since I live on the North end of town and it's not convenient.
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J
jonus4runner
Guest
Thanks a lot for the info bryancos.
I actually bought my 4runner from Colorado Springs. I have bought all my toyotas from there. The one in motor city. Pueblo toyota has such a bad reputation that I know a lot of us Puebloans go to Colo Springs to buy. The only reason I use Pueblo for the oil changes was because it is a few blocks away. Boy did I learn my lesson. Those guys up there are like 1 million times for professional than the low lifes down here.
Just got off the phone with toyota Corp. they are advising me to take the dealership to small claims court. I gotta figure out how that works now. The toyota rep said she can't believe how badly they are behaving, but they can't do anything more because it is independlently owned. She said this will definently come up, when they are up for renewal.
So if anybody else has had bad experiences with Pueblo Toyota call 1-800-331-4331 x 3. Log your complaint.
I actually bought my 4runner from Colorado Springs. I have bought all my toyotas from there. The one in motor city. Pueblo toyota has such a bad reputation that I know a lot of us Puebloans go to Colo Springs to buy. The only reason I use Pueblo for the oil changes was because it is a few blocks away. Boy did I learn my lesson. Those guys up there are like 1 million times for professional than the low lifes down here.
Just got off the phone with toyota Corp. they are advising me to take the dealership to small claims court. I gotta figure out how that works now. The toyota rep said she can't believe how badly they are behaving, but they can't do anything more because it is independlently owned. She said this will definently come up, when they are up for renewal.
So if anybody else has had bad experiences with Pueblo Toyota call 1-800-331-4331 x 3. Log your complaint.
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