New 06 SE, pissed off already.

[cyclops24]

Creak is gone thanks to the board but my saga with the dealership worsened today.

I called to see if the key came in and if they can take care of that and the steering on Saturday. Service says the key hasn't come in with the holidays and they do not have any idea when it may come in. I say that's no big deal but I need to get my steering issue squared away. Guy says no problem let me see who worked on it. He then proceeds to tell me that if I plan on coming in on a Saturday, it cannot be looked at until Jan 21. I was like, excuse me. He said the same team that did the previous warranty work on it needs to do the work because they got paid for something that didn't resolve the issue. I told him to go pound sand in his ass unless he would replace my tires. I could hear him snickering as I got bent. He said when the key comes in he will take care of everything but didn't sound sincere. I refused to accept his response and called my salesman. He said to give him a min and he would call me back. He calls me back and said that it was a misunderstanding. The key is there afterall they just didn't get it put into the stock database for the parts and Scott (Service) would take care of everything on Saturday. He said I took what Scott said the wrong way but could see how I could do that. He tries to transfer me to Scott but says he is on the phone. He told me they open at 8am and I would have to leave the vehicle because they don't know when they can fit it in. I tell them that won't work either unless they give me a loaner which they told me when I bought the vehcile any service over 2 hours would get a free loaner. Still haven't heard back if they will or not. I just emailed the salesman thanking him for his help but told him I will call the GM if I have to and included his name. Funny thing is I got a letter today from the salesman stating he is there to help post sale with any service needs. So hopefully they will stick to that. The service dept still sucks and aren't helpful at all. The dealer is Rohrich Toyota of Pittsburgh.

 

[sharp4runr]

cyclops24 - I have to say your a much more patient man than I am. That service department sucks monkey nutz and I couldn't/wouldn't stand being treated that way. You're a braver man than I trying to get your alignment problem fixed at that same dealer.

I would only allow them to get me the replacement key since that should have been given to you at receipt of your truck. Then I'd find another local dealership to fix the alignment issue. The other dealership may fix the problem free as your truck is very very new and make sure to name drop that crappy dealership and say that you'll never go there again. They may try to sway you to have service done there instead so maybe do it on the house.

And if you haven't done so already, I'd call Toyota Customer Service and complain to them about this dealership.

 

[cyclops24]

I may just do that and take it to the local dealer. The reason I haven't already is because it is an alignment issue and they might tell me I could've caused the problem myself or that since another dealer touched it under warranty they won't. Not sure what to do. I am going to call Toyota customer service but only after I get my issues resolved. I at least will let Toyota know how I was treated.

I don't think like I am asking a lot here or being unreasonable. I just want my new vehicle to steer straight. Had I caused the problem I would just take it to an alignment shop and pay to have it fixed. I work M-F 8-5pm and just can't take off so I can get my steering fixed at the convienence of the dealer during the week because the same team had to work on it. Has anyone heard of this before? I have taken back other cars for the same problem and a different tech worked on it if the original tech wasn't able to. Is this a Toyota thing?

 

[SWUtah]

I may just do that and take it to the local dealer. The reason I haven't already is because it is an alignment issue and they might tell me I could've caused the problem myself or that since another dealer touched it under warranty they won't. Not sure what to do. I am going to call Toyota customer service but only after I get my issues resolved. I at least will let Toyota know how I was treated.

I don't think like I am asking a lot here or being unreasonable. I just want my new vehicle to steer straight. Had I caused the problem I would just take it to an alignment shop and pay to have it fixed. I work M-F 8-5pm and just can't take off so I can get my steering fixed at the convienence of the dealer during the week because the same team had to work on it. Has anyone heard of this before? I have taken back other cars for the same problem and a different tech worked on it if the original tech wasn't able to. Is this a Toyota thing?

Why aren't you standing in the GM's office telling him all this crap? I would call him up and make an appointment to see him tommorrow in person. Tell him how pissed off you are at all of the BS and tell him you want a personal meeting with him to tell him exactly what you said on this site. Make sure you tell him you want to come down and tell him in person so he knows you mean what you are saying and ask him when he can meet with you. You need to sound pissed off when your telling him, I don't mean scream at him but in a tone that lets him know that you are starting to take this treatment personnally. You will get everything you want plus. No GM wants to set up a meeting with a customer that is going to come in and chew his ass in public about how shitty they are treating him.

 

[Northof49]

How about this:

- Phone the dealership you've been dealing with.
- Book an appointment to have all the work done at once.....a solid date, time and the whole bit, booked in advance.
- Reserve a service car.

There's clearly no point in screwing around with this he said/she said bullshit.....no sense in giving yourself a jammer over it. Just book the appointment, since all the parts are there, they will be able to do the rest at anytime.
That said, if the dealership is open from 8-5 monday through saturday and you can't find an appointment that works for you anywhere in that timeframe.....well shit, I wouldn't know what to tell ya either!!

The thing with the wanting the same tech to work on it is somewhat true.....they already paid the guy(s) to fix it, they can't add labour to the warranty claim after it's been processed, so therefore they want the tech who bunged it up to fix it on his dime.....rather than the dealership eat the cost twice.



Should this all have been dealt with before the vehicle was sold? Yes. But since it wasn't (and things slip through EVERY dealership), you might as well go through the motions instead of them trying to "squeeze you in," as that's when shitty work tends to happen, loaners tend to be spoken for, and moods deteriorate.

Seems to me that everyone around here has so much fun shitting on dealerships that often the easiest solutions are overlooked.....just my 2 bits.

 

[cyclops24]

I look at it this way. I already took it in on my day off and wasted 2 hrs+ and nothing was resolved. Since they hosed it up it should be up to them to want to make things right since the tech was too inept. Its not like I want a tire rotation or an oil change. In order to afford a 36k vehicle, generally you must have a good job. Good jobs usually require you to be at work 40+ hrs per week. Why should I have to use vacation time I earned because a careless, inept tech with lack of attention to detail dropped the ball? Saturday is when I can take it in. I asked the last service writer that dropped the ball the first time with the key if I could just bring it in on Saturday. He said yes. Never said anything about scheduling a time for me to come in. Why should I go out of my way after the service writer yesterday acted a fool towards me? What I should do is go down there in person and lean on the writer a little and see how smart he is in person. Probably would change his tone once he sees me in person. Perhaps I should talk to some potential customers in the showroom? I already contacted Toyota customer service, I decided not to wait. In my opinion, the dealership should go out of its way in the first 500-1000 miles to correct any problems with a new vehicle. This is generally the time when you find all the faults. Its just good customer service. Now I am sure there are unreasonable people out there that nit pick. I can understand that since I work in IT support, we have those people to.

I know how the service works at these places. I have friends that are GM techs and they told me what they get paid for and what they don't. For instance, they do not get paid to diagnose a problem. They only get paid for fixing a problem and it goes by the book. If you head gasket in blown and it says 4hrs of work alloted then you better get it done in 4hrs or less or you are working for free. Flate rate. Flat rate sucks since it hosed the customer at times. Maybe Toyota is different but that is how GM operates.

We'll see what Toyota Corp has to say. I think a niced letter to the GM though will be coming after this is all said and done.

 

[cyclops24]

Let me say this about getting in for service. If he would have said we can't fit you in this Saturday since we are booked and asked me if Saturday was the only option and then said he could schedule me in for 1/14 then that would have been acceptable. But when he said 1/21 because the same team needs to work on it that hosed it in the first place is what got me going along with his shit attitude.

 

[cyclops24]

My sales person called me back today and worked with the customer relations manager but there aren't any loaners available for Saturday which I can understand since I am sure they had people scheduled in advance. They asked if I can drop it off Monday morning and leave it and they will provide a loaner for as long as it takes to resolve the steering issue. Since I want my truck fixed and raised Cain, I decided to bite the bullet and take the thing in and be late to work. My manager understood and said no problem. Hopefully they'll fix it this time.

 

[Good Times]

you shouldn't have to change your schedule to get this done. you're too soft and getting the boot in my opinion. I highly doubt that they don't have a loaner available. they're a dealershop w/ LOTS of vehicles on the lot... Pick a car any car!

If you haven't talked to the GM, GO TALK TO THE GM!!! Make the SOB show up on the day you're going to be there (even if it's Saturday or Sunday). Make sure the GM knows you're business and explain the way you've been treated is PURE BS. If you need ammo, just print out this entire thread and clearly state that others know about the kind of service that your dealership has been providing. We've all have fallen into this BS at one point or another by a dealership and it is unexcuseable. Make them liable for the BS and make sure you get what you want.

Apparently Rohrich Toyota of Pittsburgh does not care about public reputation as if this is not resolved, the power of the Internet will definitely get the best of them.

With that said, go give some hell. If you need phone numbers to Toy corp, just ask as we'll help ya out! I hate dealerships that give customers the run around... total BS

 

[cyclops24]

Bro, I went ballistic with GM and it got me nowhere. I ended up having to get an attorney and lemon lawing the thing and I still don't think GM cared since they were so quick to write me a check to go away. I am just going to try and work with them this one last time. If they don't fix it this time, I will start calling Toy. I already have a complaint into them via email. All I want is for my truck to drive straight. After this I will NEVER take it to that dealer again for warranty work or otherwise. They've lost my business forever and maybe someone from Pittsburgh has seen this post and will stay away as well.

 

[Northof49]

you shouldn't have to change your schedule to get this done. you're too soft and getting the boot in my opinion. I highly doubt that they don't have a loaner available. they're a dealershop w/ LOTS of vehicles on the lot... Pick a car any car!

Most dealerships have a few set service vehicles that are used as loaners. These usually operate on a first come/first serve basis, by appointment; hence my suggestion to book an appointment. Most sales departments do not want the lot vehicles going out as they: come back dirty, occupy D-plates, accumulate miles/damage.

Irrelevant I suppose, as he's got a time to bring it in......booked a date, reserved a car, and hopefully it'll be fixed for good.

 

[bmay]

I hate reading these stories, because I realize they are all so true. Unfortunately at both Toyota dealerships there are only a handful of people who will do anything for anyone.

Today for example a lady came into the body shop and asked me if I could help her get some stickers that the previous owner had put on off. Sure. So I go look, and she says "how much" I said if you have 15-20 mins it wont cost you a thing. She goes and has a seat, I take the heat gun to the stickers etc and return her car back. She says thanks alot, I just spent $1100 next door (at service). I said "wow, on what". she replied, well i have 50,000 miles and they said it needed a 30,000 mile service, the water pump was leaking and then i asked for the gold emblem on the back and they did that. I asked how much they did that for. She said $80!!!!

She said $60 for the emblem and $20 to put it on. They are double sided tape! and the emblem is $30! I cannot believe it. She leaves and I go corner the advisor who did it and he denies, then i pull up the repair order and sure enough. GRRR. They give anyone like myself and my fellow body shop people who care bad names. Sorry but I'm just as frustrated b/c my 4runner has to go over after the bodywork and I know i'm gonna get hooked.

 

[cyclops24]

I am sure this goes on with any make. My friend has a $50k BMW 330XI and she has had to play games with BMW on service so I guess it doesn't matter how much you pay or how prestigious the vehicle is. Like I said I understand them being booked up on Saturday and me calling on a Weds. It was the customer service that got me jacked along with my first visit which was a debacle and a half on my day off.

I can remember taking in my Mustang GT to get the headlights replaced under a TSB and when the new unit didn't fit with both clips in that hold the headlight housing to the front of the body, the tech left one of them out rather than try and figure out why it didn't fit properly. Of course they didn't tell me this but I noticed it one time when I was cleaning under the hood. Or when I had my GTO in to get warranty paint work done and they left red paint fingerprints on my dash and scratched my radiator cover and denied they did it. I avoid the dealer like the plague mostly because they don't worry about scratches or anything. Just like when it sits there all day Monday I will be sick wondering if it is parked to close to another vehicle, if anyone is watching their doors next to it while it is just sitting there waiting to be worked on and will they take care with the wheels when they take them off, be careful inside not to scratch anything etc. The dealership is like right outside of the city and on a busy road. They aren't out somewhere where they have a big lot or anything. You pull in this little parking area where there are vehicles all over the place and it is very busy with a ton of traffic in and out of that area. I know not everyone is psychotic about their vehicle but most of us on here are because we are enthusiasts. We try to keep our stuff nice and want it to be trouble free while others just drive it til the wheels fall off and see it as a way to get from point A to point B.

Now I have heard that Corvettes receive excellent service. My GM tech friends said there are generally 1 or 2 techs specially trained on the Vettes and they are the only ones allowed to touch them regardless if it is a bulb replacement or engine work. Not sure if that is Chevrolet wide but at least at their dealerships it is how it worked. Maybe they should try and do that with all companies where maybe the techs are responsible for 3 or 4 models and are crack experts on them rather than service the entire line of vehicles. I am sure this isn't efficient but I think it would be nice.

 

[bmay]

maybe that's because the Corvette people are more of enthusiests than people just trying to make a buck. I dunno.

 

[SWUtah]

It shouldn't take over 45 min's to put your 4runner on the alignment rack and straighten your steering wheel and reprogram your new key. If it takes longer they are screwing with you. Good luck.

 

[cyclops24]

Well according to them it was on the alignment rack it indicated it was straight or at least within Toyota specs. If they put it on the rack and it says straight what will be their course of action? Take the wheels off and check the balance and if they are balanced then what? I mean obviously the adjustment they did changed something is it moved the problem from the right to the left, its not like they didn't do anything. I guess they could figure out the middle ground between what it was and what they adjusted it to which should put the steering center. I guess what I am asking is, if the wheels are straight according to the machine and toe is set properly then what could cause the steering to be off to the left?

 

[Northof49]

She said $60 for the emblem and $20 to put it on. They are double sided tape! and the emblem is $30! I cannot believe it. She leaves and I go corner the advisor who did it and he denies, then i pull up the repair order and sure enough. GRRR. They give anyone like myself and my fellow body shop people who care bad names. Sorry but I'm just as frustrated b/c my 4runner has to go over after the bodywork and I know i'm gonna get hooked.

Well I work in a Toyota dealership with no in-house bodyshop.....we have extremely good relations with off-site bodyshops and I STILL get screwed around everytime they do some work for me......I would hate to see what type of service Joe Blow off the street would receive.

Moral of the story is, shit happens in any business, dealerships just seem to be an easy/public target.

 

[bmay]

unfortunately you are correct sir

 

[RickyCRX]

My GOD they are stupid at that dealership.

ANYBODY that knows how to do alignments properly will center the STEERING WHEEL first, then make the wheels point truly straight with the alignment machine. Anybody who does a quality alignment will do this.

HOWEVER, they may be right in saying that the vehicle is properly aligned. If you can take your hand off the wheel and the vehicle drives straight down the road without pulling (even though the wheel is not centered), then you don't truly have to worry about it. It is on a matter of aesthetics at that point. However, as I mentioned above, anybody who does a quality job with an alignment can properly center the wheel when they do the alignment.

You could actually fix this yourself in a short period of time. You just need to adjust both tie rods equally and you can recenter it without messing up your alignment. It's not too difficult to do.

Ricky

 

[SWUtah]

My GOD they are stupid at that dealership.

ANYBODY that knows how to do alignments properly will center the STEERING WHEEL first, then make the wheels point truly straight with the alignment machine. Anybody who does a quality alignment will do this.

HOWEVER, they may be right in saying that the vehicle is properly aligned. If you can take your hand off the wheel and the vehicle drives straight down the road without pulling (even though the wheel is not centered), then you don't truly have to worry about it. It is on a matter of aesthetics at that point. However, as I mentioned above, anybody who does a quality job with an alignment can properly center the wheel when they do the alignment.

You could actually fix this yourself in a short period of time. You just need to adjust both tie rods equally and you can recenter it without messing up your alignment. It's not too difficult to do.

Ricky

I recently had an alignment done on my LC and the local guy cocked the steering wheel just barely to the left for me, it is perfect for driving on the highway since now my forearm can rest on the door arm rest and my hand fits perfectly between the two spokes on the left side of the wheel. one mans problem is anothers solution.