Where do you have your maintenance & repairs done? - Dealer rant

[eddiebx]

I need to get a life.

I'm sorry for your misfortune.



[MENTION=87424]CaliTE[/MENTION], best advice is seek recommendations from local people whom personally have gone to whichever dealer you're thinking about going to; and double check all their work before leaving.

You're always going to read horror stories out there (which are probably true), but what you don't read about are the satisfied customer's experiences because happy people rarely have an urge to spread the news; whereas a dissatisfied customer will go out on a mission to let others know.

Me personally, I don't trust anyone either and prefer to DIY if at all possible, even if it means money out of pocket.

 

[CaliTE]

It makes sense that for lube jobs and basic work (like my spoiler seal) that the bottom of the barrel in techs would be doing the work. I don't doubt that at a bigger dealer like the one i have recently been using that there are top techs, but their time is reserved for work that necessitates the higher skill and quality that they provide.

It seems that there aren't enough hours in a day, and enough weekends in a year to do the everything I want to do, and especially now that the wife is pregnant things are only going to get more hectic. However, I think the only option i'll be most comfortable with right now is doing the work DIY. As many of you implied, no one is going to take the time and care that I will in maintaining my own vehicle. Its unfortunate that Toyota dealers hire some of the people they do, but they sell more cars than anyone else too and service a vast majority of them now that most come with some level of included maintenance, so I can't expect the level of service I get at the Benz dealer (which i trust with all maintenance and service). Granted, you pay for what you get at the Benz dealer... Thankfully you also get some included maintenance with them.

Thanks for all chiming in fellas, I appreciate all the input.

 

[2013Trail]

I really think the dealer horror stories are overblown on internet forums.

I don't. Over the years dealer service and repair shops have left grease smeared on my steering wheel, tools left lying on the floorboard (which I kept), a screwdriver dropped into the shift linkage (front wheel drive car) where it wedged making shifting into reverse impossible, oil and grease smudges on floor mats/carpet, speaker blown by techs listening to music while working, radiator cap left lying on top of the radiator after servicing cooling system, gouge in seat due to tools in tech's back pocket, fasteners not replaced, wrong fasteners used, scratches and gouges in paint, damage caused by making repairs necessitating more repairs, replaced a starter that didn't need to be replaced to begin with (they did reinstall the old starter and refund our money and gave us an apology), keys locked in car, and more.

Once upon a time I was thinking of trading in my 1999 Dodge Ram Pickup for a new Chevy P/U. Technician at the Chevy dealership who was giving my Ram the once-over to help determine it's trade value, backed into a wall. They had to replace the rear bumper at their cost. While I waited.

Another time I went with my mom to pick up her El Dorado at a Cadillac dealer after having it serviced. As we drove into the parking lot, we saw two technicians eating their lunch, on top of her car! They had gone to McDonalds and had everything spread out on the roof of the cab, drinks, burgers, napkins--like a picnic table. Needless to say she went ballistic.

Not to mention the time I ran up to a fool kid screaming around the parking lot in my Honda Accord like it he was in a gymkhana race. Told him to get the f*** out of my car NOW!

I'm sure some people exaggerate or over-react to some things that happen to them, but the stuff does happen more frequently than we like to see.

Of course, I've good experiences at dealerships as well. One recent one comes to mind. I bought a remote control key fob over the internet for my daughter's Kia. Took the car into local dealer to have fob programmed. After about 45 min, service writer tells me they can't program the fob because it's the wrong one for the car. No charge. I really appreciated that.

 

[2013Trail]

BTW, CaliTE, where is this protective strip you are talking about? I went out and looked for it on my TE and I couldn't see it.

 

[CaliTE]

BTW, CaliTE, where is this protective strip you are talking about? I went out and looked for it on my TE and I couldn't see it.

In the diagram it the parts labeled "spoiler protector". I snapped a pic after I had fed a couple of inches in. It was kind of flopping about the back there.

 

[Ducmonsta]

Unfortunately, here is the review I just left Vancouver Toyota. I wish I had a different experience. I obviously left less than stellar remarks. I expect them to contact me abou this review, but they won't care. It'll just get buried with the rest of the bad reviews that don't get published.

I am a former General Manager of an independent repair facility. I know what to expect when I walk into a repair facility or dealership service center. I also explained this to Charity the service advisor.

My 2011 4Runner is coming up on 36k miles. I wanted to have a TSB performed for the headlight hazing. I figured I would also allow them to change the oil while I was there. I am very familiar with courtesy check lists. I understand the purpose they serve. I wanted to save the technicians time by not having them perform over 50% of the check sheet. I specifically told Charity to not bother with checking the engine air filter (aftermarket), cabin air filter, tire pressure, tire rotation, brakes, battery test, lights, and even the drivetrain fluids. I had just performed all of that within the last 48 hours. As a matter of fact, I just replaced the upper control arms (aftermarket). All I wanted done was for someone to check the TSB, change my oil and filter, and LUBE THE DRIVESHAFTS!!! I even removed the front aftermarket skid plate so that it would be easier for the tech to get to the filter and drain the oil.

It is very difficult to get to the grease fittings of the driveshaft while laying on the ground. I do not have access to a lift.

So, after a 2.5 hour wait for an oil service and TSB inspection of the headlamps, it was time for me to go. I had a feeling the driveshafts weren't lubed. Unfortunately, I was correct. I went back into the service dept and spoke with Charity. I asked if she could ask the technician if they bothered to lube the shafts. Of course, she came back and told me 'no'. I am a very laid back person. I wish I wasn't right. It just proves to me that dealerships (in general) do not necessarily hire quality technicians. I know there are some out there, but I did not come across one this time around.

Charity was a pleasure to work with. She listened to all of my concerns and descriptions of what I wanted done. She even gave me a 'free' oil service next time. I wish I could give Charity a 4 out of 5 stars but I can't.

I'm not really sure I want to go back, even if it's free.

In fact, let me know when there is an opening for the Service Manager Position and I would be glad to sit down for an interview. I would like to change how the general public feel about dealerships. It would be a huge and great challenge.

 

[flyrv9]

I've had good experiences at Eddy's Toyota here in Wichita. We bought our 2000 Tundra there and our 2013 4Runner. We don't have enough miles on the 4Runner to require service yet (only about 3500 miles in a year). However, last year we had them replace the timing belt and water pump in our Tundra 4.7 V8. I researched doing this myself and decided to let them do it. I didn't want to screw up on an interference engine with the timing belt. They did a good job; and I've had no issues. Note: the water pump was a suggested change as a while you're in there kind of thing. I thought it was a good idea. As I get older (mid 60's now) I'm sure I'll have to rely on others to do the work I've done on vehicles for years. I have lived here for almost 18 years know and know where to go to get good service.

 

[2013Trail]

Ducmonsta, you were a walk-in? I mean, you didn't have an appointment for the service you wanted done? Just curious about that because you emphasized the 2.5 hour wait.

Also, when Charity informed you that they hadn't lubed the drive shaft, couldn't you have just asked her to PLEASE take it back right away and have them lube the driveshaft before you left?

 

[2013Trail]

In the diagram it the parts labeled "spoiler protector". I snapped a pic after I had fed a couple of inches in. It was kind of flopping about the back there.

I still can't see one on my TE. There's plenty of clearance between the spoiler and the back of the roof so I don't know why it would need one. I just see painted metal.

 

[Ducmonsta]

Ducmonsta, you were a walk-in? I mean, you didn't have an appointment for the service you wanted done? Just curious about that because you emphasized the 2.5 hour wait.

Also, when Charity informed you that they hadn't lubed the drive shaft, couldn't you have just asked her to PLEASE take it back right away and have them lube the driveshaft before you left?

I had an appointment.

They did take it back to lube the driveshafts... After I crawled underneath the truck. After I specifically asked them to lube the shafts. After I explained how difficult it was for me to do. After I tried everything in my power to save the technician from wasting his time with a checklist.

 

[SV_Dude]

[MENTION=101401]4r2014[/MENTION]

Your posts in this thread have been less than useful and right on the border of you getting a break from the forum. Consider this a warning and think twice before you post.

 

[CaliTE]

I still can't see one on my TE. There's plenty of clearance between the spoiler and the back of the roof so I don't know why it would need one. I just see painted metal.

There is another thread where someone had the spoiler rub and create scratches. Mine doesn't have any clearance, and i'm sure Toyota put the strip there for a reason. My 4runner is a year old, and although dirty in the pic, I take great care of both the interior and exterior. I was going to replace the $12 piece myself but had good experiences with the dealer and a warranty in place so i had them do it..... and that mistake lead to me creating this thread to see who other members trust for various work that needs to be done on the vehicle.

 

[eddiebx]

There is another thread where someone had the spoiler rub and create scratches. Mine doesn't have any clearance, and i'm sure Toyota put the strip there for a reason. My 4runner is a year old, and although dirty in the pic, I take great care of both the interior and exterior. I was going to replace the $12 piece myself but had good experiences with the dealer and a warranty in place so i had them do it..... and that mistake lead to me creating this thread to see who other members trust for various work that needs to be done on the vehicle.

That piece you are talking about looks like something that's probably suppose to be applied to the surface between the spoiler and the tailgate, not just tucked in to the gap...

Now I am not positive, but it seems like it might be a tiny adhesive strip that you need to peel off the backing and stick it on the spoiler so that there is minimal direct paint to paint contact after it is bolted on. Perhaps you can remove the entire spoiler and try again?

 

[CaliTE]

That piece you are talking about looks like something that's probably suppose to be applied to the surface between the spoiler and the tailgate, not just tucked in to the gap...

Now I am not positive, but it seems like it might be a tiny adhesive strip that you need to peel off the backing and stick it on the spoiler so that there is minimal direct paint to paint contact after it is bolted on. Perhaps you can remove the entire spoiler and try again?

It was replaced by the dealer. The pic i posted is what I found and prompted me requesting a replacement, except i had tucked it in so it wasn't flopping about. You are correct, it is an adhesive strip and the scratches and slight deformation to the spoiler contact area were a result of the tech scraping off the old adhesive. Hopefully only the spoiler got scratched and not the trunk lid. Its not something that is visible (potential scratches on the tailgate), but i'm real anal about my cars as I am sure many members of this forum are, and so I was PO'ed at the quality of work that was done. I mean, the reality of the situation is that I took it in over a little strip that is supposed to prevent any possibility of scratches and the tech does more than scratch it in the process of replacement.

 

[4r2014]

[MENTION=101401]4r2014[/MENTION]

Your posts in this thread have been less than useful and right on the border of you getting a break from the forum. Consider this a warning and think twice before you post.

I'm not going to disagree because you are correct and you would be in the right to put my account in the corner for a few days. However I'm not the only offender here, let's be fair.

Feel free to delete the fruckus in this thread from all involved.

 

[Jesse1983]

It is very difficult to get to the grease fittings of the driveshaft while laying on the ground. I do not have access to a lift.

I did mine while on the floor of my garage this past weekend :biggrin1:

 

[eddiebx]

It was replaced by the dealer. The pic i posted is what I found and prompted me requesting a replacement, except i had tucked it in so it wasn't flopping about. You are correct, it is an adhesive strip and the scratches and slight deformation to the spoiler contact area were a result of the tech scraping off the old adhesive. Hopefully only the spoiler got scratched and not the trunk lid. Its not something that is visible (potential scratches on the tailgate), but i'm real anal about my cars as I am sure many members of this forum are, and so I was PO'ed at the quality of work that was done. I mean, the reality of the situation is that I took it in over a little strip that is supposed to prevent any possibility of scratches and the tech does more than scratch it in the process of replacement.

Oh I see what you're saying, yeah...that's pretty crappy of them. Reasons why I don't trust anyone touching my ride

I did mine while on the floor of my garage this past weekend :biggrin1:

^^Same here...not having a lift is no excuse @ducamonsta! We've all seen pictures of your epic garage space, lol.

 

[Sapper]

I dont normally post on here, but since something just happened to me, I'll chime in. I've worked on all of my vehicles my whole life, but since I got the free maintenance on my 4runner.... and I have a newborn at home, I thought I'd let them take care of it while I have other things to do.

Service was friendly, but still crappy. My wife brought it in when I told them that my trunk strut was leaking and wasnt holding it up. They had her wait an hour just to tell her that they didnt have it in stock.

When the year/30K ran out and I needed to change my oil, I found that a couple of the bolts were broken on the front plate. I told the service mamanger about it and he offered to replace them. So again, my wife takes there and after an hour wait they come back to tell her that the bolts were out of stock and had to come back.

Well, this was my first and my last experience with getting "service" from the dealerships. Oh yeah, and both times were at the Aurburn, WA Toyota.

 

[CaliTE]

Well, the "fantastic service" that I experienced seems to be something many of you have also experienced. Its pretty unfortunate as Toyota's are great vehicles but for many, if not most people who buy a new car, the dealer experience and support is a big part of the overall ownership experience.

Like I mentioned, the local Mercedes dealer has always performed stellar work and that will continue to play a big part in my decision for the daily driver that I put over 20k miles on a year. There are many other cars that are probably better than the C250 I have for the price, but if I am ever in the market for another premium brand I will forgo purchasing the "better" vehicle if there is a benz that compares simply because of the service at the local dealer. Its not a car I care to put the time into like I will the 4Runner (now if it was a g-wagen that would be different), so the dealer is a big part of the decision. But on the other hand, seeing as the 4Runner is the car I bought as an enthusiast, not having great dealer support also ticks me off.

I guess I should have put a new torque wrench and a couple of other tools on my xmas list seeing as DIY seems like the only option i'll be happy with. Luckily, I have a cousin who was a Toyota tech for many years who I can hit up for a little help if needed.

 

[Ducmonsta]

I did mine while on the floor of my garage this past weekend :biggrin1:

^^Same here...not having a lift is no excuse @ducamonsta! We've all seen pictures of your epic garage space, lol.

I'm assuming you guys can get to the back of the front driveshaft (tcase side). Us fancier Limited (read AWD) guys can't rotate the driveshaft without rolling the vehicle. And the shrockworks skids don't help either.