2 Brake Noise Issues Fixed; Great & Not-So-Great Dealer Service Experiences

I had 2 brake related issues. First was a honking noise when pressing/releasing the brake pedal (covered by T-SB-0363-10, attached below). Second was rear brake squeaks, particularly when backing up (T-SB-0102-11, attached below). I had the squeak issue repaired under a previous TSB a few years ago, but the noise came back after a while, and the updated TSB includes replacing the pads and other parts.

Regarding the dealer service experiences, I first took the car to Advantage Toyota in Lynbrook, NY, and it was--by far--the worst dealer service experience I've ever had. When I called to make an appointment, I asked if they had complimentary loaners and they said they did. After they wrote me up, they said they couldn't give me the loaner until after they confirm it was a warranty covered repair, so I'd have to wait until a tech could get to look at my car and diagnose it, which would take an hour or so. In all my many years of getting loaners for warranty repairs, I've never heard of such a thing, so I asked to speak to the manager, who told me Toyota wouldn't pay him for a loaner unless the car was there more than 8 hours (a new story), and since I surely would get my car back that day, it didn't qualify for a loaner. Late in the afternoon I called to get a status, and was told they didn't have the parts in stock so they needed to keep it another day. I requested a loaner, but they changed their story on that, saying since the car was drivable and it wasn't a safety-related issue, I wasn't eligible for a loaner.

The next morning I called to get a status and guess what--they said their parts delivery didn't come that day. I also asked to speak to the service manager about the brake honking noise (the previous day they told me my car wasn't covered by the VIN range in the TSB, but after reviewing the TSB that evening, it clearly was). I was told he was busy and would call me back. After hearing nothing an hour and a half later, I decided I'd wasted enough time/energy and decided to pick up the car. To add insult to injury, throughout the ordeal they also had an attitude like they were doing me a favor servicing my car. They lost a potential customer.

I picked up the car and drove to Millennium Toyota in Hempstead. Great experience. They called yesterday afternoon to let me know they did the ECU reflash to fix the honking issue (I thought my car wasn't covered by the TSB ), and since they had to order some parts they needed to keep the car until today. They called this morning to tell me all work completed. No loaner, but they were up front and professional when I asked. What a contrast in customer service.

 

My point was not related to getting a loaner or not, it was the stark contrast in customer service.

Having said that, with all of the previous warranty work--and scheduled maintenance that I paid for, like oil/filter service--on the Prius (at 2 different dealers) I got loaners. The first time I had warranty work done, I honestly didn't expect a loaner, but you know the saying...if you don't ask, you don't get. I asked...and got.

 

Agreed.