Toyota Dealership Service maintenance update

Thought I’d share some costs for maintenance on my second generation Toyota. I have owned the truck for two years and have had no issues. Just oil changes and air filters.
I dropped off last night and got a text this morning with the recommended services. I agreed to them and asked for them to replace the battery as well, they didn’t seem to think it needed it even though it was very corroded and leaking, I was a bit surprised. I will attach the bill I paid so folks can see, may help someone. My next post will be about what went wrong…

 

I pick the truck up thirty minutes before they close. I get around the corner and notice a ticking, it got worse and worse. A half mile down the road my steering wheel starts shaking. I pull over and see nothing. I call the dealership and they say “we close in 6 minutes, better hurry”.
I turn around and the wheel is shaking violently now, horrible popping noise. The guy that helped me in the service department comes out and says, “It was fine when I pulled it around”. Smells like rubber burning now. He bends over and twists a lug nut, NOT EVEN FINGER TIGHT! The dang wheel was ready to fly off! To say I was P.O.ed is an understatement! I tossed him the keys and said we’d talk in the morning. I may have said a few expletives.
So what should I ask the manager to do in the morning? Send pics of what specifically? I want to make sure I get whatever could have been damaged repaired tomorrow. Thank you

 

Wow ..mistakes happen but they should make it right. Probably assess lugs/rim and any fixes that need done. I'd also say a little money off the bill for time wasted.

 

I would have to doubt that anything was done correctly. I'd tell them to cancel the entire invoice/bill and have the truck towed to your house where you'll do your own checks. Anudder dealer horror story to hoist high atop the pile.

 

I definitely don’t feel good about the other services they did. I guess I will ask them to replace the lugs and send me pics of the rim to see if it was damaged. Not sure about the burnt rubber smell…

 

Maybe the burnt rubber smell was from the tire if it was flopping / rubbing on suspension or being drug sideways on pavement if wheel was hanging on at a weird angle...?

Yeah, I would, at a minimum, expect any and all damage repaired at 0 cost, and I'd press for the bill to be dropped due to their negligence. They may not go for it, but if the wheel had fallen off, they'd be on the hook for much more than the cost of that bill.

But the big question is (not only for you, but the dealer itself...): if they did put you back to good, and dropped the bill, would you ever go back? The dealer may weigh that and decide the loss may not be worth it if you'd never go back anyway. But still can't hurt to try.

 

The burnt rubber smell was most likely the tire rubbing on something it shouldn't due to the wobble. I would tell the service advisor that you want every job the original tech performed rechecked by another tech, and signed off that it was done correctly by the service manager himself. Good luck.

 

I would worry about thread damage to the studs - as well as damage to the lug nuts, wheel, tire, suspension, alignment and the lack of peace of mind of the owner in having his car serviced by incompetent of negligent folks who nearly killed him.

 

They sent me a link to review them on Google. Not sure they want my honest review.
I’d like some money for my Uber ride to and from work tomorrow. And I want anything damaged to be repaired. I’m just uncertain as to what could have been damaged. I was going the speed limit, I think 50 mph to get back before they closed, around 6 miles of driving.
Thanks for the tips.

 

Yes, when I pulled in straight my steering wheel was cocked a little to the right about 10 degrees.

 

Use the potential Google review as leverage... if they don't agree to do what you feel is right, then throw the old "Ok, so you guys sent me a link to leave a review on Google.... guess I'll just have to write up what happened and how disappointed I was in your proposed resolution..." and if they are on the ball at all, they will step up and do as much as they can. Also, if you don't get any satisfaction at all, ask for the general manager if the service manager doesn't seem interested in helping.

I'd also recommend that if you don't feel comfortable with them at this point, if there's another service facility (or... dealership...) you trust, do as @TundraMcGov. suggested and have the vehicle towed to another repair shop for them to review and estimate repairs. Then follow up with initial dealership as necessary to resolve.

 

I would meet with the service manager first thing in the morning. Walk around the truck and look everything over even underneath it. Make them fix it on the spot with you watching. Then take it home and inspect it again. I have my own horror story with a "local Toyota dealer". I took my pickup in for the 100,000 mile complete service. When I got it back, it ran good and everything. The next week I was putting on a grille guard and notice 2 large dents in my skid plate. I had just changed my oil a month before and know they weren't there then. So I started checking things out. I also noticed the brakes were never bled because the bleed valves still had dirt in them. The cabin filter also was never changed. I called the service manager and he said "prove it was us" and "yes it was done and those things get dirty fast here". The worst thing is I just bought a 2015 Venza from them that same day I was getting the service done. I was beyond pissed and will never ever do any business with them. Even if I have to drive 100 miles away to a different Toyota Dealer.

 

Right on. That sounds like a solid plan.

 

I just dealt with my sister's Sequoia after she took it to the dealership for an oil change. The didn't put any of the skid plate bolts back and it was just hanging down and bouncing around on the little hooks up front. I can't imagine what kind of damage that would do if the hooks snapped off and that chunk of metal flew off on the highway.

 

Im pretty curious what the dealership will do for you tomorrow. Hopefully they will do there best to accommodate you.

 

They sent me pics this morning of the wheel, studs, etc. everything appears fine. They said there is no damage to any of the parts. I will pick it up this afternoon. They fixed the alignment, for no charge of course. The other items serviced I asked to be checked and assured they are correct. They are fully refunding me for the entire service. The refund is was cheaper than it would have been if my tire fell off and caused an accident. The manager was apologetic and professional.
I really appreciate the info I got here on what to ask for and look out for. Have a good weekend.

 

I would do your own audit of the work when you get the truck back, or take it to a different dealership and tell them that a sketchy independent shop did some work for you and you'd like to have it checked over.

 

That is totally good news, they sure did you right.

 

Kudos to those who accept responsibility (something greatly lacking in current times that seek scapegoats and blame others) and for a dealer that understands the need for real customer service.

 

Awesome! Glad it worked out for you!

I didn't mention originally, but in a previous career - a LONG time ago - I used to be a service advisor and had to handle these situations. (And before anyone asks, no, it wasn't at this dealership, or any Toyota dealership...). My advice was on how I would have handled you if you came in with that situation. I figured they would take care of you, but a lot changes in the service industry over 25 years so you never know.

Might I suggest, since they resolved it to your satisfaction, and folks normally are much more eager to b*tch at the dealership rather than tell them when they actually did something right... that you go ahead and leave them a positive review on Google? You don't have to write a novel or get into the details (and I wouldn't), but something like, "There was an issue with one of the maintenance items that caused me to return, but the service manager (insert name here) went above and beyond to resolve the situation and made sure I was taken care of."

Little things like that really make a person's day when they did do a good job.

 

Good it was take care of
Now you can use the refunds for mods!

 

Picked up the truck just now. Got a mile down the road and noticed the CHECK ENGINE light was on. Did a U-turn and took it right back. P0101 - Mass or Volume Air Flow Circuit - is the Code showing.

I got a loaner car and left it there for them to diagnose in the morning. I was wanting to take the boat out for a little bit tomorrow, this Corolla loaner car doesn’t have a hitch though….

 

That's good to hear that they're working to make it right for you.

 

They probably messed up changing the engine air filter.

When I have gone to the dealer to leave my truck there I always pull a trailer with me to ensure that I get a loaner that will pull my trailer.

 

My truck has a drop in K&N filter. So who knows…

 

Find yourself a good independent mechanic after all this is resolved. Also, I don’t believe all those diff fluid changes are recommended at 40,000 miles unless you have a ton of off-road use.

 

It could actually be the filter. But let them figure that out, they owe you.

 

I'd get what is owed to you WITH a 5,000 mile warranty, and try Ray Skillman Toyota for future work. Idk what part of town you are on though.

 

I’m on the northeast side, 3 miles from the place I took it.