Who is the best service dealer?

So far, I've had good luck with Ourisman Chantilly Toyota, but that would be a long drag for you. They were up to speed on the fuel tank TSB and actually knew about where to get accessories online. Post back if you want more info...

Grok

 

Warning……This is a long post!!!

Just took my Prius in for it's 15K service a few months ago and all I can say is, "shoot me...shoot me now." I've never been "crazy" about a car before, but I love my prius! I bought it in West VA and live in mount Airy, MD. that puts me almost exactly in the middle of 3 dealers, 15 miles north is Westminster (Koons Toyota), 15 miles west is frederick (Darcars Toyota) and 17 miles east is Clarksville (Antwerpen Toyota.)

Initially I tried to be diligent and called each of the dealers to ask them:

- Do they have Prius Certified Mechanics?
- How many Prius' do they maintain

Of course, those who took my call (not all did) said, "we are the absolute best", etc. What else would they say. I eventually decided to take the car to Koons Toyota in Westminster for its 5K. I had been reading in this forum about issues, so I made sure to have them write on the ticket, "3.9 quarts of 5W30." At this time my tires were still set to factory so when I got the car back, I paid my $39 and went on my way. Later that weekend, I checked the oil and it was about 1/8th" over full and I freaked! OK, I didn't freak, but I did drive back to the dealer to have them check it out. Of course, they said, "if it was an inch over, I'd be worried, but that is fine." I asked why the receipt shows 4 units of oil instead of 3.9 and they blamed the computer ("thats the way it prints out.") I went on my way. At 10K, back to Koons. By now I had 40PSI in the front and 38 in the back and was reaping a pretty good increas in MPG. this time I reminded them of the 5W30 and waited for the car. I got it back, paid my $37 (go figure) and went home. Later that weekend (why won't I remember to check the car when I'm at the dealer?) I checked the oil and again it was a little over. I checked the tires and was half-way expecting them to be back at factory. Well, they weren't at factory. They weren't changed at all, except i now had 38 PSI front and 40 in the back!! I was Pissed!! the rotated the tires and didn't even bother to check the air pressure.

OK, now to the finale! 15K rolls around and I'm dreading the service. I'm seriously spending a lot of time wondering if I should change dealers. I finally covince myself that I should and make an appointment in Frederick (Darcars.) I also received the SSC 40D in the mail which I am also very worried about them screwing up during the download so I make an appointment at 8 am on a subsequent morning. I have a 10 am meeting, but no problem says the manager. I show up and ask for the 15K service. They say that will be 200 and something dollars!!!! What?????? I ask for the service that Toyota says I need. You know, oil, tires and check a few things. Oh, OK says manager. Anyway, I get the car back barely in time to get to my appointment and forget to check the car again!!!! They did tell me that they took care of my tires for me. A few days later, I check the oil. Still a little high, but not much (1/8" or so.) I check my tires. Not back at factory...not reversed....40PSI all around now. Sigh..... How hard is this????? I fix the air pressure and am now trying to decide what to do next service when i get a phone call yesterday from Darcars corporate office. "How was your service?" Well, I unloaded on her. She says to take the car back right now and she will call the manager. I tell the family to put the chicken away, we’re going out tonight! Justice!!! Off we go to Frederick. I go inside to see the manager and he acts surprised to see me (not a good sign.) I explained that corporate called me and he says, “oh, I told her that my Prius guy goes home at 5†and leaves it at that. I stare at him until he says, “I’ll check it for you if you want.†We go outside, he looks at it and says the same thing the Koons guy said (probably right from the “things to say to idiot customers guidebook†) If it was more than an inch over, I would be concerned. This is fine. Then he finishes with, “I’m surprised that you called. Bob (or whomever worked on my car) has over 37 years experience on this car.†I tried not to laugh out loud and said, “37 years experience on the Prius?†and he realized his mistake and said, “well, I’m just saying he’s a master mechanic.†Yeah, that’s who changed my oil. The master mechanic.

OK, so I’m blown off again. I’m not looking for a dealer to hold my hand, but some sort of acknowledgement of the interest I have in properly maintaining the car without making me feel like a pestering idiot for asking questions would be nice. That or maybe performing the service correctly and with a modicum of concern for accuracy. Either would be nice. I guess I’ll write back in a month with my experience from Antwerpen. I’m running out of dealers……Sigh.

I noticed that Randalla and KathyY have had some good experiences in Glen Burnie and Gaithersburg. I am actually holding up doing the fuel TSP due to my perception of the lack of caring I have seen so far.

Hey guys, do you really like Fitzgerald Toyota in Gaithersburg and Glen Burnie Toyota? If so can you give us a little testamonial why? Neither would be a huge inconvenience for me to travel (Gaithersburg when I am home and Glen burnie when at the office.)

Rick