While looking over the documentation I was given at the end of today's visit, I noticed that there was an invitation to contact you if my visit to your facility left me in any way unsatisfied. At this moment, I must execute my option to do so and state that I was neither completely nor even remotely close to being satisfied. It is unfair to issue criticism without adequate explanation and I will take every opportunity to be fair.



My relationship with the service department began with my purchase of a 2007 Scion TC. The accessories I added consisted of the Ipod enabled radio and the Rear Bumper appliqué. Upon pick up, I expected everything to be ready as I put a deposit over the phone. Upon arrival I was disappointed to discover that the radio was installed but the appliqué was not. Inquiring behind the reason for this, the salesman stated that they were not sure if I was in fact buying the car as I had stated over the phone and that they did not want to force it upon another customer if I would to actually default. Entertaining your willingness to install a $260.00 upgrade and not a $58.00 one is beyond my comprehension, but this is not the material cause of my unhappiness. The following Tuesday, I phoned the service department and arranged to have the appliqué installed on Saturday. I asked the turnaround time for the service and was quoted three hours. Three hours was a really long time for something that is equivalent to a quality tint service where a skilled laborer can tint all the windows on a car in under two hours, but I digress. That was what was required and I really was in no position to complain. My appointment was made for 8:30 in the morning on the same day that I compose this letter.



I arrived today and was greeted with an exceptional line of cars awaiting entry into the service department. Thinking that an appointment meant something, I parked my car and walked in only to be told that I need to get back in my car and wait in that line. 8:30 comes and goes and it is 8:50 before I actually speak with someone regarding the work ordered on my car. A young lady comes up to my window and asks if I had an appointment. She checks her appointment sheets and I am no where to be found. She checks inside with another service representative and asks if the car is under the name Carl to which I respectively deny. The line ahead of me clears before my situation is even understood. I pull forward allowing a procession behind me to follow. I was asked to follow her to speak with others in the department. I collect my things and we proceed towards a reception desk. Again, I am asked if the car is under the name Carl and once again it is respectfully denied. However, this time the detail is fought over by the young woman holding the clipboard who insisted that the VIN number was under the name Carl. Being 24 years old and answering to only the name Gary in all that time, I am confident that the mistake was not on my part, yet your service personnel insisted that my name must be Carl. Apparently, your young service representative could not fathom the possibility that her transcription of my VIN number may have been flawed. This service appointment was not off to a great beginning.



Upon speaking with Helen, I was informed that my appointment was made for Friday instead of Saturday. Unlike before, Helen understood that a mistake could have been made internally as I am confident that I would not schedule an appointment for a day I know I would be occupied at work. She processed my work order and I requested the addition of an oil change since I was approaching the 500 mile mark and I traditionally have such service done. After I was minutely slighted of my desire to have an oil change so early, I was given a slip to take to the cashier's who would hand me a pager.



Two to three hours elapse and my pager goes off. Thinking that I can finally make my way to the library I excitedly hand the cashier my pager and submit my paperwork to have my car returned. After about 20 minutes of standing there holding my laptop and numerous books, my car arrives and I am once again greeted by Helen. "Bad news," she says. It seems that the three hours I spent waiting was not an exhibition of ability but one of incompetence. I was told that the entire service department had only one person who had the skill to properly install the appliqué and that one person happens to be off. Well, I must say that it is wonderful that your department would knowingly schedule an appointment for me at a time when the expertise required for my particular situation would not be available. I leave with nothing more than a hand written note on my paperwork stating that I am to return next weekend to have the appliqué properly installed A.S.A.P. but that there is no guarantee that I would not have to wait another three hours.



How is a customer to respond in such a scenario? The appropriate consideration was not given in my specific situation and I am now required to take additional time out of my personal life so that your dealership and service department can rectify the situation. Additional mileage and costs must be personally incurred because of the carelessness of your employees. I have already paid the $58.00 dollars for the part and labor and I do not request it to be refunded since it was mutually agreed upon at the time of purchase. However, I do ask that your dealership and service department personnel make diligent considerations for the compensation of my inconveniences.

 

that sucks, but there isnt much to do...its a damn sticker, you shouldnt need an expert to put it on. hopefully it all gets worked out. they just dont get the idea that you have to spend your time to get this stuff done.

 

Welcome to the wonderful world of dealership service depts.

I avoid them like the plague.

You just gave them almost $20K and you see how they treat you. Enjoy your ride but move on to an independant shop for future services.

Hell, I have not even used my free oil changes because I am afraid of what else they eould do to my box. I took it in once for an alignment (at less than 1K miles!!!) and it came back with a scratch. Never Again! F-em.

 

I need more votes people, too many of my friends think I'm just overreacting, but I don't like the fact that dealers can get away with crap like this since the name Toyota is on the wall of their shop.

GT

 

if you plan on modifiying the car just cut your realtionship with a dealer/svc department right then and there. I modded mine up the delaer even installed my kaminari body kit, i wen there to get my 2nd free oil change and they said they couldnt do it because of the kit that they installed.

 

Sounds all too familiar. I have raised several issues with my dealership lately. I have had my car in for 4 small issues in the past 6 months. To get those 4 issues fixed, I am going on my 12th visit to the dealership tomorrow. I have finally realized that the service manager does nothing so when I go it, I will go to the next higher person in the chain of command. My dealership has made me wait to find out they don't actually have the part, did below acceptable repairs, and scratched many interior pieces while working on my car. They don't care about the cars, all they want is your money.

 

man id be ____ed but i dont do the screaming in the family. i just dont have the spine for yelling at someone no matter how infuriated i get. but i do tell my wife and she has a way of not yelling but totally gets the point across and somehow gets free stuff which brings me back to the point is maybe you need to complain enough to get your money back and keep the appointment that is ridiculous and dealer competance(sp) is one reason i dont go unless to order the part

 

A deposit put on the car does not constitute that you will buy the car. They were worried that you would get your deposit back, probably the same as many other people have.

Problems and miscommunication happens, you own a scion....not a lexus, buy a lexus and you will see good service.

 

I understand that a deposit doesn't guarantee that I will go an buy the car, but how do they justify installing a 260 dollar radio and not a 58 dollar sticker without such a guarantee?

 

i'd be extremely ____ed if the same thing happened to me. if anything i would cancel that applique and just order one off trdsparks or mcgeorges for $34 and put it on yourself. it's just a sticker and if anything, personally i don't even think it's worth it. here's a link anyway though:

http://www.mcgeorgeparts.com/PD-PT74....aspx?MakeID=1

 

because they can uninstall the stereo in 5 minutes while they cant uninstall a rear bumper sticker...

 

I would just order it, but it was factored into the price I paid for the car and I don't know how they would handle the refund.

 

Well written letter Carl--err I mean Gary. Let us know what response you get.

 

I got an apology phone call today, where they gave excuses rather than accepting responsibility. Not very satisfying at all.

GT

 

post in the dealer experience section, im sure no one will want to go there any more

 

i like this idea! if they can't get around to installing a sticker, i don't want to imagine what else could happen...

 

Gary, what dealership did you go to? I'm not sure where u're located at but I'm from LA. I normally go to Longo, I only have one incident with them in regards to the service department. The collision department on the other hand, it gives me a big headache. Took my car in after I got rear ended, job done was only fair (in my opinion). They scratched up my tint on two of my rear windows, they got it tinted again but it's a different color and plus I have non stop rattles from the hatch and my weather strip was coming off after only 3 days. I took it back for them to fix the rattle and the weather strip only to be notified that they can’t find the source of the rattle and they don’t have the another stripe on hand to replace it, I would have to wait 3 – 4 days for them to call me to bring my car back. 3-4 days past and still no call, gave them another week and nothing. Finally after 2 weeks I called them and they said they still don’t have it. When they finally have it they replaced it but now they scratched up the tint on my hatch window, so now I have to take it back again for the 5th time to get my tint fix. I’m debating if I should just ask them for the money so I can take it back to my place so that I can get the same color as my front windows.

 

I was going to buy the car at longo, but they told me they has no idea when the car would arrive where as claremont had the car on the lot. Guess good things go to those who wait. Man, I can't fathom the type of letter I would have to write to detail your incident. You win

 

Damn right you should be ____ed. Fogetting all of the ancillary nonsense, they made you wait three hours to install a sticker... and then never installed it. I'd be talking to managers. Do they honestly expect you to beleive that their entire crew of "trained professionals" can't apply a sticker? Wow, let's have 'em do a clutch!!

Call Scion and complain. Find another dealer to go to for service and installs. I bought my tC at Toyota of Hollywood. Haven't been back since, and I never will. Dismal. Just because they made so little on margin doesn't mean they can treat you like crap.

 

Mannn I woulda been mad!!! No u aren't overreacting.