Looking for a bit of advice.... so heres some back story.
The wife and I bought our 07 Limited only a few months ago (And we love it). When we bought it from a local Toyota dealership we did everything through Toyota, financing ect. We bought the extended warranty, maintenance plan, gap insurance, the whole nine. It had 116ish on it when we bought it and the water pump had not been changed yet. It was the only thing that hadn't been done. The finance manager who worked with us explained that it would be covered in the maintenance plan because it was routine to change it. He also mentioned oil changes, tire rotation, ect. So about a month ago we took it in to schedule an oil change and to schedule to have the water pump changed. The maintenance dept said it wasn't covered that the only thing that was covered was oil changes. We walked over to the finance managers office to voice our concerns. He explained again that he was under the impression it was covered. Two weeks later, several phone calls and emails, they say it is not covered that the plan does in fact only cover oil changes. The wife and I discussed it and told them to cancel the plan because it wasn't worth the money to us. Now since then we have been in discussion about changing the water pump. They say if it fails it would be covered under the warranty. I explained that from the warranty point of view that they might say that it is not covered because it has out preformed its expected 90,000 miles when it was due to be changed. I explained that had we known it wasn't covered that we would have negotiated the price we paid to reflect us paying out of pocket or have insured it was changed prior to us buying it.
SO on to today. We were waiting for a reply from the finance managers boss on what would be a possible course of action. They said they would change it free of charge, BUT we had to keep the maintenance plan they said they already canceled. My wife emailed back clarifying that we could either keep the plan and they pay for it or we cancel everything and we pay for it, either way is roughly the same price paid by us in the end. We received a very angry email back from the finance manager explaining that in his 7 years of selling Toyota's he has never had an issue like this. And that they would cancel the plan and have the water pump changed. "I have never ran into a situation like this in the 7 plus years I have worked for Toyota. I myself am done with dealing with this so in order for me to put an end to it I will pay for it." Almost exactly 10 min later we received another email to apologize for the tone in the previous email. I contacted Toyota corporate customer service and should be hearing something back by Monday.
I've had some bad experiences with other dealerships in the past but have had nothing but excellent service at other Toyota dealerships. So the question is are we crazy for being just a little bit upset and feeling like we were lied to, or at least misinformed in the first place? Likewise should we have gone through so many hoops just to be back where we were in the first place?
During the whole process I had a different Toyota dealership change the oil and asked them to do a check on everything to see if anything possibly was needing service. The service manager personally walked me into the bay and walked me under the lift to show me that they could not find a single thing that would need serviced in the near future. He specifically pointed out the water pump and the 4wd and to cycle the 4wd to make sure everything gets some use. (already knew that) So I know have have the reassurance that we made a great purchase, its just the principle to me at this point.
:vader:
The wife and I bought our 07 Limited only a few months ago (And we love it). When we bought it from a local Toyota dealership we did everything through Toyota, financing ect. We bought the extended warranty, maintenance plan, gap insurance, the whole nine. It had 116ish on it when we bought it and the water pump had not been changed yet. It was the only thing that hadn't been done. The finance manager who worked with us explained that it would be covered in the maintenance plan because it was routine to change it. He also mentioned oil changes, tire rotation, ect. So about a month ago we took it in to schedule an oil change and to schedule to have the water pump changed. The maintenance dept said it wasn't covered that the only thing that was covered was oil changes. We walked over to the finance managers office to voice our concerns. He explained again that he was under the impression it was covered. Two weeks later, several phone calls and emails, they say it is not covered that the plan does in fact only cover oil changes. The wife and I discussed it and told them to cancel the plan because it wasn't worth the money to us. Now since then we have been in discussion about changing the water pump. They say if it fails it would be covered under the warranty. I explained that from the warranty point of view that they might say that it is not covered because it has out preformed its expected 90,000 miles when it was due to be changed. I explained that had we known it wasn't covered that we would have negotiated the price we paid to reflect us paying out of pocket or have insured it was changed prior to us buying it.
SO on to today. We were waiting for a reply from the finance managers boss on what would be a possible course of action. They said they would change it free of charge, BUT we had to keep the maintenance plan they said they already canceled. My wife emailed back clarifying that we could either keep the plan and they pay for it or we cancel everything and we pay for it, either way is roughly the same price paid by us in the end. We received a very angry email back from the finance manager explaining that in his 7 years of selling Toyota's he has never had an issue like this. And that they would cancel the plan and have the water pump changed. "I have never ran into a situation like this in the 7 plus years I have worked for Toyota. I myself am done with dealing with this so in order for me to put an end to it I will pay for it." Almost exactly 10 min later we received another email to apologize for the tone in the previous email. I contacted Toyota corporate customer service and should be hearing something back by Monday.
I've had some bad experiences with other dealerships in the past but have had nothing but excellent service at other Toyota dealerships. So the question is are we crazy for being just a little bit upset and feeling like we were lied to, or at least misinformed in the first place? Likewise should we have gone through so many hoops just to be back where we were in the first place?
During the whole process I had a different Toyota dealership change the oil and asked them to do a check on everything to see if anything possibly was needing service. The service manager personally walked me into the bay and walked me under the lift to show me that they could not find a single thing that would need serviced in the near future. He specifically pointed out the water pump and the 4wd and to cycle the 4wd to make sure everything gets some use. (already knew that) So I know have have the reassurance that we made a great purchase, its just the principle to me at this point.
:vader:
