Another rant about dealer service

[BrianG]

I have so grown to hate auto service businesses and dealers remain at the top of the list. In this case it's Toyota of Lake Norman. I dropped my '05 off for the steering shaft recall work this morning at 7:15 am. I asked service writer if it would be ready by lunch time. He said no problem. At 12:00 I called and they said they'd have to check on it and would call me right back. At 1:00 I called again and got the "I was just getting ready to call you" line. It wasn't ready and they would call me when it was. That call came at 2:30. I didn't think to ask if THEIR lunch time is 2:30. By itself this wouldn't have been so bad but I have 22,000 miles on the car and have brought it to this dealer for every 5000 mi. service. Each time it's a different issue. They've pumped sythetic oil when I haven't asked for it, they've pumped regular oil when I've asked for synthetic, oil has been overfilled, they haven't rotated tires when the service bill says they have and they've marked every service ticket with "maintenance declined" when I've asked for only the maintenance required by Toyota. One response to a wrong oil issues was "we pumped sythetic I'm just being a nice guy and charging you for regular". Yeh, right. Who are you screwing me or your employer? The second time they said "oops" with no offer to redo it. I discussed these problems with the service manager who simply suggested I call him for my next service. I was shocked that there was no offer to make things right. Funny, I can't see a sign that says "Yank my chain" or "Don't concern yourself with me, I'm nobody" but I must be wearing one.

This dealer is only 7-8 minutes away from where I work which makes them very convenient. There are several other dealers in town but distance and traffic issues would make any of them difficult to use making me feel stuck and all the more frustrated.

If my wife knew about this post she would thank PC for providing me a place to vent.

--
BrianG

[Charles Suitt]

NOT ALL DEALERS ARE CREEPY...

Let me add a positive report, of potential interest to Dallas Texas area Prius owners.

I have had only positive experiences with Toyota of Richardson (specifically Mickey Hagar, Assistant Service Manager). Mickey is Prius-knowledgable and "does what you ask" as opposed to adding unwanted, unneeded services. I'm near ready for my 20,000-mile service. At the 15,000-mile service, this Dealer did specifically what I requested: (1) Oil change [MY OIL: 3½ qts. Mobil-1 5W30] their filter; (2) Rotate tires [MY PRESSURES 40/38]; (3) State Inspection ~$40; (4) Reset "Maintenance Required" light; (5) Did the SSC-50P computer update; and (6) Returned Prius freshly-washed, battery NOT run down. Total bill ~$85.00.

I just got my SSC-60P steering linkage recall and will have it done with the 20,000-mile service.

This Dealer also installed my body side mouldings at their affiliated body shop in 45 minutes without charge about 18 months ago, updated my Nav DVD last Fall and re-connected an "in-dash" wire to re-enable dash lights.

The point: Not ALL dealers are money-hungry creeps. Look for a good one and be specific about what you want done.

[aaf709]

<div class='quotetop'>QUOTE(Charles Suitt @ Jun 29 2006, 03:51 PM) [snapback]278838[/snapback]</div>

The point: Not ALL dealers are money-hungry creeps. Look for a good one and be specific about what you want done.
[/b]

True, I went to a place further away as I was told they really knew the Prius. They ended up overfilling the oil, rotated the tires without checking the pressure (ended up with 40/42) and set my A/C temp to the amusing (but rude) 69 degrees. I simply went somewhere else.

One thing I've done when I'm dissatisfied with the service. I write letters to the head of the Service Department and the owner of the dealership. Generally I get some sort of result.

[daniel]

Service is so important that it's always been a factor when I buy a new car. My last car was a Honda in part because back then, the one Toyota dealer in Fargo had a poor reputation. Here in Spokane there are two Toyota dealers. I drive to the farther one (about double the distance) because of their service reputation -- and I've been pleased.

Click and Clack say, "The stingy man pays the most." In the same vein, I'd say that, from the sound of it, you are losing more time by going to a nearby bad dealer than you would if you went to one farther away.

Good luck in the future. Bad service is the pits, regardless of the product.

[galaxee]

i agree with Charles-

it all depends on the individal dealership. i'm actually kinda surprised that a dealer in the southeast would get away with that multiple times, since SET is a real stickler for survey ratings.

good service is worth searching for. if you're willing to drive up to the triangle i can recommend a good place.

[BrianG]

A follow up to my dealer rant....The results of the SSC-60P steering linkage recall service:

My steering wheel is straight.

I vacuumed out my Prius two days after the service and found the spring to the hood release handle on the floor between the dead pedal and the mat at which time I also noticed the handle itself not secured.

A result of the service?

I was able to reinstall the spring and snap the handle assembly back into place so no trip back to the dealer.

[jeromep]

<div class='quotetop'>QUOTE(BrianG @ Jul 2 2006, 03:07 PM) [snapback]280237[/snapback]</div>

A follow up to my dealer rant....The results of the SSC-60P steering linkage recall service:

My steering wheel is straight.

I vacuumed out my Prius two days after the service and found the spring to the hood release handle on the floor between the dead pedal and the mat at which time I also noticed the handle itself not secured.

A result of the service?

I was able to reinstall the spring and snap the handle assembly back into place so no trip back to the dealer.
[/b]

Nontheless, having to do your own "patch up" work to your vehicle after their service is unacceptable no matter how you cut it. I think it would be advisable to crack out letters to Corporate, region and the local management. That is just an unacceptable situation.

[mbarrows]

<div class='quotetop'>QUOTE(aaf709 @ Jun 29 2006, 06:15 PM) [snapback]278849[/snapback]</div>

One thing I've done when I'm dissatisfied with the service. I write letters to the head of the Service Department and the owner of the dealership. Generally I get some sort of result. [/b]

I had a bad experience at the Toyota dealer doing the SSC 60C recall and wrote to the Service manager and President of the dealership. So far, no response. What kind of response do you usually get?

[Godiva]

I don't care how convenient they are. It ceases to be convenient when you get repeated bad service. Someday it's going to be something that costs you money and then you'll beat yourself upside the head because you didn't stop going to them even though you knew they were schmucks and morons.

Why do you continue to go to them? You're just ensuring their continued poor service because no matter how much they @#$@#-up you still patronize them. It's like enabling a drunk.

Stop! Stop now!

[Don-RI]

Are there runing threads on PC of dealer service depts that deserve to be avoided and/or be praised? I thought I saw one once, but have searched around and can't find it now. Maybe I'm using the wrong keywords.
I gotta find a new dealer/service dept.