need advice / dealing with service dept
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Scion Evolution
Joined: Jul 2006
Posts: 341
From: Seattle, WA
need advice / dealing with service dept
Not sure on how I should deal with this, so I'm asking you guys for a more unbiased and objective review of my situation.
In November, I replaced my front brake pads on one side of my car. Why only one side? It was bitterly cold, sun was going down, and I couldn't get the other tire off - decided to hold it off for a week. Nothing major - it still was a perfectly functioning brake.
A few days later, I took my tC into a local dealership's service department for major interval service (60k). It was pretty quick, about 2-3 hours. When I inspected the paperwork though, I found a discrepancy - the tech noted that both sets of brakes were brand new, when in fact only one actually was (the difference was about 7mm - very noticeable).
I brought this to the attention of the service manager, who went outside for a few minutes. He returned apologizing, admitting the tech only inspected one side to save time, and that he had another, more experienced tech re-examine the car and everything looked okay. I drove away in shock, trying to process what just happened.
A few days later, someone representing the dealership called to conduct a survey of my experience. I explained what had happened, and they advised me that they would pass the information onto management and have someone call me. No one called.
Falsifying inspection records, and charging me $200+ for a tech to cut corners on my car? That's BS. I wrote a letter to Toyota Corp explaining what had happened, along with copies of the paperwork and pictures of the brakes, showing how different they were. Corp called me a few days later, saying the letter was forwarded back to the dealership.
A dealership representative called a few days later and left a message, asking me to call. I've left two messages since asking for a callback, no response.
What now, folks? With Toyota's re-commitment to safety, I am in shock that this dealership's service department (or at least this one tech) is not in alignment with their mission, and kinda ____ed that no one's doing anything about it. I was hoping they'd pay for another dealership do a do-over (since I have lost faith in this dealership), but kinda hard to do when they won't return your calls.
Negative Yelp reviews? Notify the appropriate government agency of the falsification of safety documents? Continue hounding the dealership until they talk to me? Your input is appreciated.
In November, I replaced my front brake pads on one side of my car. Why only one side? It was bitterly cold, sun was going down, and I couldn't get the other tire off - decided to hold it off for a week. Nothing major - it still was a perfectly functioning brake.
A few days later, I took my tC into a local dealership's service department for major interval service (60k). It was pretty quick, about 2-3 hours. When I inspected the paperwork though, I found a discrepancy - the tech noted that both sets of brakes were brand new, when in fact only one actually was (the difference was about 7mm - very noticeable).
I brought this to the attention of the service manager, who went outside for a few minutes. He returned apologizing, admitting the tech only inspected one side to save time, and that he had another, more experienced tech re-examine the car and everything looked okay. I drove away in shock, trying to process what just happened.
A few days later, someone representing the dealership called to conduct a survey of my experience. I explained what had happened, and they advised me that they would pass the information onto management and have someone call me. No one called.
Falsifying inspection records, and charging me $200+ for a tech to cut corners on my car? That's BS. I wrote a letter to Toyota Corp explaining what had happened, along with copies of the paperwork and pictures of the brakes, showing how different they were. Corp called me a few days later, saying the letter was forwarded back to the dealership.
A dealership representative called a few days later and left a message, asking me to call. I've left two messages since asking for a callback, no response.
What now, folks? With Toyota's re-commitment to safety, I am in shock that this dealership's service department (or at least this one tech) is not in alignment with their mission, and kinda ____ed that no one's doing anything about it. I was hoping they'd pay for another dealership do a do-over (since I have lost faith in this dealership), but kinda hard to do when they won't return your calls.
Negative Yelp reviews? Notify the appropriate government agency of the falsification of safety documents? Continue hounding the dealership until they talk to me? Your input is appreciated.
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Team ScioNRG
Joined: Mar 2004
Posts: 1,195
From: Albemarle, NC
what is it exactly that u want? when i have an issue that doesnt get resolved with a phone call, i take it straight to the gm for a face to face. bring ur documentation and any names of staff involved. explain CALMLY what it is ur looking to get out of the issue. how long have u been a customer? dealers dont want to lose an established customer. if it is a reputable dealership, they will make it right. if not, they obviously dont need ur money and will make it up on the next sucker that comes in. in the last 10 years i have dealt w/ one dealership, even working for 2 years for them and then left when the market crashed. i am still on first name basis w/ most of the staff because they know they have earned my trust and money. reputable means that they care about their reputation. if they are not reputable, they dont care about their reputation or u.
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