TRD Rim Damage from Dealer!! Ugh!!

[airforce1]

I purchased my 2012 4Runner from Antwerpen Toyota in MD and for the SECOND time in a little over a year they have damaged my rims during a service appointment. Last time they replaced them all after completely trashing them while installing my Duratracs. Ever since then, I make the service advisor write in big letters on the paperwork to take extra care while removing/rotating the tires. This time was no different when I dropped my Runner off for its 20K mile service. He even showed me the highlighted comments before I left. Well, here is what I found when I picked up my vehicle! They were almost nonchalant about it saying "the lock key is shallow so the air gun makes contact." Like I'm supposed to accept getting my expensive OEM rims torn up!! I asked them why the *&%%@#$% they are using the gun if they know this, and why don't they use a torque stick or lug wrench and do it right, even if it takes an extra few minutes!!??

Now they are ignoring my calls and emails. What should I do? Call corporate customer service? I'm going to pay them another visit in person this week, but given the fact they are not responding to voicemail or email ... I'm not holding my breath. Very frustrating! :redbrick:

 

[TomT]

I would immediately go to corporate before ever going back there.

 

[Antman]

I purchased my 2012 4Runner from Antwerpen Toyota in MD and for the SECOND time in a little over a year they have damaged my rims during a service appointment. Last time they replaced them all after completely trashing them while installing my Duratracs. Ever since then, I make the service advisor write in big letters on the paperwork to take extra care while removing/rotating the tires. This time was no different when I dropped my Runner off for its 20K mile service. He even showed me the highlighted comments before I left. Well, here is what I found when I picked up my vehicle! They were almost nonchalant about it saying "the lock key is shallow so the air gun makes contact." Like I'm supposed to accept getting my expensive OEM rims torn up!! I asked them why the *&%%@#$% they are using the gun if they know this, and why don't they use a torque stick or lug wrench and do it right, even if it takes an extra few minutes!!??



Now they are ignoring my calls and emails. What should I do? Call corporate customer service? I'm going to pay them another visit in person this week, but given the fact they are not responding to voicemail or email ... I'm not holding my breath. Very frustrating! :redbrick:

Go up there in person and speak to the service manager. Looks like you have great documentation to support the damage.

If he won't help you get a lawyer and go from there. Should be a no brainer.

 

[thebwlife]

I purchased my 2012 4Runner from Antwerpen Toyota in MD and for the SECOND time in a little over a year they have damaged my rims during a service appointment. Last time they replaced them all after completely trashing them while installing my Duratracs. Ever since then, I make the service advisor write in big letters on the paperwork to take extra care while removing/rotating the tires. This time was no different when I dropped my Runner off for its 20K mile service. He even showed me the highlighted comments before I left. Well, here is what I found when I picked up my vehicle! They were almost nonchalant about it saying "the lock key is shallow so the air gun makes contact." Like I'm supposed to accept getting my expensive OEM rims torn up!! I asked them why the *&%%@#$% they are using the gun if they know this, and why don't they use a torque stick or lug wrench and do it right, even if it takes an extra few minutes!!??

Now they are ignoring my calls and emails. What should I do? Call corporate customer service? I'm going to pay them another visit in person this week, but given the fact they are not responding to voicemail or email ... I'm not holding my breath. Very frustrating! :redbrick:

IF THIS IS A CONTINUOUS PROBLEM DO IT YOURSELF...the time you now have to spend on this is not worth a free appt.

 

[airforce1]

Thanks Antman. They even wrote on my receipt to "repair" them on my next visit. I guess if it gets to that I have to determine whether a lawyer and the time is worth the price of the rims.

thebwlife ... I wouldn't say it's a continuous problem and it's not that easy for me to rotate the tires living in a town home unfortunately. This was a Toyotacare visit for 20K service so they should just do it right! But you're right ... now its a royal pain in the a$$ having to deal with it!!

 

[TEQ.FZJ]

Thanks Antman. They even wrote on my receipt to "repair" them on my next visit. I guess if it gets to that I have to determine whether a lawyer and the time is worth the price of the rims.

thebwlife ... I wouldn't say it's a continuous problem and it's not that easy for me to rotate the tires living in a town home unfortunately. This was a Toyotacare visit for 20K service so they should just do it right! But you're right ... now its a royal pain in the a$$ having to deal with it!!

Yep, looks like I'd be getting a new set of wheels if that happened to me.

 

[CRFofiddyF]

to OP:
Make sure that if you write to corporate, to start with the positive, shock and awe and close with something positive. That usually works for me.
Hope you get this taken care of.

 

[Antman]

Thanks Antman. They even wrote on my receipt to "repair" them on my next visit. I guess if it gets to that I have to determine whether a lawyer and the time is worth the price of the rims.

thebwlife ... I wouldn't say it's a continuous problem and it's not that easy for me to rotate the tires living in a town home unfortunately. This was a Toyotacare visit for 20K service so they should just do it right! But you're right ... now its a royal pain in the a$$ having to deal with it!!

Hell- If you want to drive up to Belair we can rotate your tires in my garage.

20 minutes; NO powertools, NO scratches, NO charge. No problems.

 

[Whiplash Willy]

Thanks Antman. They even wrote on my receipt to "repair" them on my next visit. I guess if it gets to that I have to determine whether a lawyer and the time is worth the price of the rims.

thebwlife ... I wouldn't say it's a continuous problem and it's not that easy for me to rotate the tires living in a town home unfortunately. This was a Toyotacare visit for 20K service so they should just do it right! But you're right ... now its a royal pain in the a$$ having to deal with it!!

That makes me wounder what they screwed up when trying to change your oil... It is sad how careless everybody is these days.

 

[eddiebx]

Thanks Antman. They even wrote on my receipt to "repair" them on my next visit. I guess if it gets to that I have to determine whether a lawyer and the time is worth the price of the rims.

thebwlife ... I wouldn't say it's a continuous problem and it's not that easy for me to rotate the tires living in a town home unfortunately. This was a Toyotacare visit for 20K service so they should just do it right! But you're right ... now its a royal pain in the a$$ having to deal with it!!

Sounds like they plan to repaint the scratches or something, which from a practical stand point might not be unreasonable. Considering the wheels are now over a year old and not brand new like your first incident you might have trouble pushing for yet another brand new set. Yes it does suck for sure, but I don't know if I would waste my time lawyering up over some scratched wheels

Seems like it's going to be more trouble and frustrations on your part than it's worth. I'm sure if you dispute this issue sensibly you'll get somewhere either going to straight to corporate or maybe trying to escalate it up the chain of command at the dealership.

IMO, if it was me, I wouldn't have it repainted if that's their first solution, why mess with the integrity of the remaining factory paint on the TRD wheels. If that ends up being their proposal, I'd ask for alternate compensations (ie. free oil changes or other maintenance, or plain old $$$ lol). Good luck!

 

[1engineer]

to OP:
Make sure that if you write to corporate, to start with the positive, shock and awe and close with something positive. That usually works for me.
Hope you get this taken care of.

HA! I have been teaching the concept of a "compliment sandwich" to my children since they were in 1st grade! I thought only me with my warped social skills was doing this type of reinforcement. Compliment+Criticism+Compliment=Positive Change
Sorry to go off topic OP but Antman is correct here and if you use the compliment sandwich you should have a good resolution.

 

[Go JayBee]

I purchased my 2012 4Runner from Antwerpen Toyota in MD and for the SECOND time in a little over a year they have damaged my rims during a service appointment. Last time they replaced them all after completely trashing them while installing my Duratracs. Ever since then, I make the service advisor write in big letters on the paperwork to take extra care while removing/rotating the tires. This time was no different when I dropped my Runner off for its 20K mile service. He even showed me the highlighted comments before I left. Well, here is what I found when I picked up my vehicle! They were almost nonchalant about it saying "the lock key is shallow so the air gun makes contact." Like I'm supposed to accept getting my expensive OEM rims torn up!! I asked them why the *&%%@#$% they are using the gun if they know this, and why don't they use a torque stick or lug wrench and do it right, even if it takes an extra few minutes!!??

Now they are ignoring my calls and emails. What should I do? Call corporate customer service? I'm going to pay them another visit in person this week, but given the fact they are not responding to voicemail or email ... I'm not holding my breath. Very frustrating! :redbrick:

Really sorry to hear of your bad experience.
What a bunch of BS!!! "The lock key is shallow...." In one of your pics, there's like 9 places circled. I would be very pissed off too.

When I went in for my 1000 mi "courtesy checkup", I specifically told them not to touch my wheels. They actually listened to me.

The only people to touch my wheels are me and my trusted "Tire Guy". He only uses thin-walled sockets to just spin up the lugs, then only uses a hand-held torque bar to finish. He even lets me take off and replace my center caps, and I always put the valve stem caps in my pocket so they don't just get thrown in a bucket.

Find yourself a reliable Tire Guy...sounds like AntMan would be a great source.
Best of luck getting this resolved.
eace:

 

[airforce1]

Really sorry to hear of your bad experience.
What a bunch of BS!!! "The lock key is shallow...." In one of your pics, there's like 9 places circled. I would be very pissed off too.

When I went in for my 1000 mi "courtesy checkup", I specifically told them not to touch my wheels. They actually listened to me.

The only people to touch my wheels are me and my trusted "Tire Guy". He only uses thin-walled sockets to just spin up the lugs, then only uses a hand-held torque bar to finish. He even lets me take off and replace my center caps, and I always put the valve stem caps in my pocket so they don't just get thrown in a bucket.

Find yourself a reliable Tire Guy...sounds like AntMan would be a great source.
Best of luck getting this resolved.
eace:

Yeah, the pic with all the circles is the tire they had to remove from the rim to repair a slow leak. It's obvious they just tossed it around and placed it on a metal/hard surface with no care at all to protect the wheel. Disappointing to say the least! +1 on the tire guy!!

 

[philsey]

[MENTION=65614]Antman[/MENTION] Good on ya Jeff.

I got curious about OP's screen name, and checked the "Military Members..." thread.

Active/Reserve/Retired: Retired
Branch of Military: USAF
Years Served: 24
Paygrade: E9/CMSgt
MOS/Rate: 1N200
Last Assignment: Fort Meade, MD

Guessin' he'll have some good stories.

Thanks for yer service [MENTION=86818]airforce1[/MENTION]

 

[jrandom]

What pisses me off about this, I have seen it a few times. It is a perception thing. The tire busters see a blinged out POS with $200 chromes or mid-priced aluminum wheels and they treat them like gold, then you see them handle $400 factory wheels and treat them like shit. What gives, they think you bought factory wheels not because you may actually like them?

 

[LandCruiser]

I've never had a vehicle where the dealership didn't scratch/scuff the wheels after a service visit.

The ugly truth is that rims are always scratched to hell during tire installs, flat repairs, even rotations. And most people don't notice or care.

I had my Toyota dealer install some Pro-comps I bought on the interwebs as part of the 30k tire rotation and oil change. I just looked at them after reading this thread and they're circumferentially scuffed around the bead of the tire.

 

[cbielat]

I purchased my 2012 4Runner from Antwerpen Toyota in MD and for the SECOND time in a little over a year they have damaged my rims during a service appointment. Last time they replaced them all after completely trashing them while installing my Duratracs. Ever since then, I make the service advisor write in big letters on the paperwork to take extra care while removing/rotating the tires. This time was no different when I dropped my Runner off for its 20K mile service. He even showed me the highlighted comments before I left. Well, here is what I found when I picked up my vehicle! They were almost nonchalant about it saying "the lock key is shallow so the air gun makes contact." Like I'm supposed to accept getting my expensive OEM rims torn up!! I asked them why the *&%%@#$% they are using the gun if they know this, and why don't they use a torque stick or lug wrench and do it right, even if it takes an extra few minutes!!??

Now they are ignoring my calls and emails. What should I do? Call corporate customer service? I'm going to pay them another visit in person this week, but given the fact they are not responding to voicemail or email ... I'm not holding my breath. Very frustrating! :redbrick:

Same thing happened to my two day old Countersteers. I had posted a thread on that issue some time ago.

 

[OldSchool1959]

I purchased my 2012 4Runner from Antwerpen Toyota in MD and for the SECOND time in a little over a year they have damaged my rims during a service appointment. Last time they replaced them all after completely trashing them while installing my Duratracs. Ever since then, I make the service advisor write in big letters on the paperwork to take extra care while removing/rotating the tires. This time was no different when I dropped my Runner off for its 20K mile service. He even showed me the highlighted comments before I left. Well, here is what I found when I picked up my vehicle! They were almost nonchalant about it saying "the lock key is shallow so the air gun makes contact." Like I'm supposed to accept getting my expensive OEM rims torn up!! I asked them why the *&%%@#$% they are using the gun if they know this, and why don't they use a torque stick or lug wrench and do it right, even if it takes an extra few minutes!!??

Now they are ignoring my calls and emails. What should I do? Call corporate customer service? I'm going to pay them another visit in person this week, but given the fact they are not responding to voicemail or email ... I'm not holding my breath. Very frustrating! :redbrick:

Sorry that happened. I bought my 14 LE there and I think I may go to Annapolis Toyota for my service. I would escalate to the district or area level if they ignore you any further.

 

[airforce1]

[MENTION=65614]Antman[/MENTION] Good on ya Jeff.

I got curious about OP's screen name, and checked the "Military Members..." thread.

Active/Reserve/Retired: Retired
Branch of Military: USAF
Years Served: 24
Paygrade: E9/CMSgt
MOS/Rate: 1N200
Last Assignment: Fort Meade, MD

Guessin' he'll have some good stories.

Thanks for yer service [MENTION=86818]airforce1[/MENTION]

Thanks Philsey! Stories? Nah..:spy:

 

[bankofdad]

You would think the tech could at least wrapped the socket and extension with electrical tape to provide some type of protection.