My local dealer sucks...

There is no way around it. My dealer sucks and they need to be called out. Matick Toyota in Chesterfield MI, needs a reckoning. I had my truck there several times, most recently for the gas line recall, window seal replacement and a bad passenger window motor. They had it all day and did virtually nothing. I was the first one in the door and had to take my broken truck back at the end of the day because they could not provide a loaner. When I call to get status on my parts or reschedule my service, it is like a black hole. On hold forever. I called to get the service manager and of course got a voice mail.

Its bad enough that the truck has problems, but the service is terrible. Sad for a $70k vehicle.

Sorry... general bitching is complete.

 

I took my truck in under warranty for a noise in door when opening and closing . they put me a call list ,I was 35th inline.
3 weeks no call .
They said they only have 2 toyota trained service techs?

 

Most of the sales folks said not to use the service department go else where, pretty sad when they won't even take their vehicles there. I'd say something to the GM who I know, but don't want to get the sales folks into any trouble.

 

Not trying to be an ass, but if he doesn't know what his own people are telling their customers. They need to re-evaluate how they are running the place.

 

Service dept is usually what makes the dealers money. A vehicle sale is one and done.
Good service brings them in for the long haul. Sad that they aren't performing.

 

That’s why I thought, but sales folks where saying the owner is making more from sales

 

Oh they make a lot more from sales, particularly used car sales as they can pad the prices heavier on used vehicles. New car sales they're kinda locked in around MSRP's other than the extra bloat items they tack on. Service departments generally don't gross as high and a good service dept is more aimed customer retention for the bottom line of the overall dealership. Dealer "quality" can vary widely though as they're independently owned and managed. Lots of stores are part of larger chains as well.

 

I'd be leary of letting them touch it as is. Customer service is clearly not a high priority for the service dept, and IMO that is generally a "culture" problem that starts with management and works its way down to everyone below them.

Dealerships are such a crapshoot. I've had a couple that have been really good, a couple that were really bad, and a lot of so-so in between.

 

I have owned a lot of brands. I will say my experience with several Toyota, Honda and a single Lexus dealer has not been great in terms of solving problems. Some brands and models sale themselves and the dealerships can become lazy. They will be profitable almost regardless of how bad their customer service is.

The Lexus service manager loved to state "we are Lexus we don't have problems". I think some of the other Japanese brands feel the same.

 

While that may be, fixed ops is what keeps the building open. So if he’s literally making more in sales then he’s not doing well on fixed ops at all.

 

Call Toyota customer service and report it. I did so regarding a different sort of dissatisfaction iwith a dealership and within an hour of reporting it I received a call from a leader withinside of that dealership, it was amazing how that worked. Some of these "stealerships" are pathetic in the way they think they can conduct business.