Took my 2010 Trail in for my first Toyota service appointment the other day to Northcutt Toyota in Enid, OK. Unfortunately, the service was pretty bad. These guys quoted me $50 for normal oil/filter, rotate, and check out, then I got stuck with a bill for $70! Really?!? No explanation, no apology, just a "here's your bill now get out" sneer. Is this your overall experience with Toyota service? Other things I got were: no car wash (even though I had a coupon), no electrical sys check (again with a coupon), a crappy little waiting area, and stuck there much longer than I was quoted. I was an Acura owner before this and they were so much better. Is this what I have to look forward to being a Toyota guy?
Toyota Service Quality?
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PGRunner
New member
Just got my 4R the other day and I hope when I go in for my service it's not like this! The last few cars I have owned in order from current is a MDX, A5, Altima, Pilot, and Sequoia. Although I wouldn't expect Toyota to be as nice as an Acura or Lexus service, it shouldn't be as bad as you described.
Uhhhhhh, do you really think all the dealerships get together and discuss how they are going to setup shop? what kind of attitude they are going to have?
Service will be different from dealer to dealer. I'm sure an Acura dealership sucks just as bad somewhere. I would suggest a new dealership.
Service will be different from dealer to dealer. I'm sure an Acura dealership sucks just as bad somewhere. I would suggest a new dealership.
I love my 2010 SR5 but i absolutely hate how i've been treated
by 3 different Toyota service departments. There are two where
i live and the third is out of town where i actually bought the SR5.
I've owned Acura, Honda, Nissans and their service depts always
went above and beyond what i needed. Now with Toyota they act
like i'm a bother but overall I love my Toyota but i hate their service!
fxoffroad
New member
I sorta take issue w/ this line of thought.
Shouldn't customer service/quality should be consistent across the entire brand. Don't they set standards for their dealers?
My experience with Lexus, Audi, MB and BMW service is always consistent - even VW service was typically good.
Shouldn't customer service/quality should be consistent across the entire brand. Don't they set standards for their dealers?
My experience with Lexus, Audi, MB and BMW service is always consistent - even VW service was typically good.
1engineer
Moderator
Toyota dealerships are independently owned and operated. Yes, there are standards for many things but being nice and completely ethical is not part of the standards. I am lucky in the fact I have a good local dealer. The one located 60 miles away is not so good. Comparing customer service at a dealership is like comparing two different people: They usually won't be the same.
Maintenance Quality
It naturally will vary from dealer to dealer. You just need to ask around about different dealerships. When I lived in Californina I found a good one and stuck with them for 28 years. When I got to the East Coast I asked around and found a good one and have been dealing with them for 8 years and have been pleased. There are a couple in my area that I know I would never go to because of the stories I heard after asking around.
It naturally will vary from dealer to dealer. You just need to ask around about different dealerships. When I lived in Californina I found a good one and stuck with them for 28 years. When I got to the East Coast I asked around and found a good one and have been dealing with them for 8 years and have been pleased. There are a couple in my area that I know I would never go to because of the stories I heard after asking around.
Lots of good responses here, with the main point being different service departments equals different experiences. I worked in the service department at a Mazda dealership 30 years ago before I entered the military. That experience was a teachable moment in my life. SOME of the technicians were professional and cared about each and every vehicle they touched. SOME did not. Doesn't this reflect on every facet of society? Look at your local city government, police and fire departments. Better yet, look at our federal government. You've always got stellar performers and no-so stellar. We just have to be aware of this and through internet feedback and word-of-mouth know the best places to take our precious business. Vote with your wallet.
phillyd2
Senior Member
Its been my experience that many times we get the type of service we allow. There is no doubt that both my sales and service guys hate me because I'm a A-hole (really) but I get great service from both. I simply do not allow them to give me bad service. Quote me $ 50 for a known service such as oil, filter, etc. and they better have a damn good reason before they would even consider charging 40% more.
That said, I do keep up my end of the bargain. I buy my trucks from the same sales guy and I let them do all my service. Yes, I do understand I pay more but at this point in my life I can and do pay more for some things. Making sure my truck starts and gets me home every time is one of them. If there is a hose or belt that may need to be replaced soon it gets replaced then with factory parts.
That said, I do keep up my end of the bargain. I buy my trucks from the same sales guy and I let them do all my service. Yes, I do understand I pay more but at this point in my life I can and do pay more for some things. Making sure my truck starts and gets me home every time is one of them. If there is a hose or belt that may need to be replaced soon it gets replaced then with factory parts.
rickwol
New member
You could ask the dealer what their CSI (customer satisfaction Index) is. It might be useful when comparing to other dealers in your area. It's not going to paint the entire picture but it is at least one tool you can use to make an informed assessment. Every car manufacturer has an index that rates the performance of their dealers.
Renegad44
New member
I dunno, looks like all you have to do is sit outside the dealership, and pick a few of the nasty ones off when they leave work....:naughty: :lmao:
rickwol
New member
Short Staff = long wait for oil change
Thanks for the opinions. Unfortunately, in live in Enid, OK. It's like an island here where the nearest other Toyota dealers are 1.5 and 2 hours away so I'm kinda stuck. Just wanted to know since I'm leaving here in about a year and selling my 4runner might be an option if this kind of service is universal. As far as comments about service being different from dealer to dealer, I've found that overall (maybe about 90%), dealers service departments run about the same, with noted exceptions of course. Being in the military for 20 years now, I've travelled a bit and have found this to be true. Here's some numbers from the cars I've had: 12 Ford, 8 BMW, 7 Acura, 4 Nissan, 3 Chevy, 3 Dodge, and 2 Volvo dealers dealt with. Like I said, all of these operated about the same as the each other, with Chevy, Dodge, and now Toyota being bottom of the barrel. Thanks again.
