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Dealership Service Quality Rants

Discussion in 'General Tundra Discussion' started by lehminh, Jun 13, 2017.

  1. Jun 13, 2017 at 7:32 PM
    #1
    lehminh

    lehminh [OP] New Member

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    Thought it'd be a good idea to start a thread about poor service quality.

    Fri I had 10k service. I didn't notice til today they forgot to put back the center wheel cap on one of my tires! I called the service rep to inform them. He said "bring it in and we'll take care of you." I told him you mean fix your mistake?

    Also, I showed them the video of my Entune going mute. He said I'd have to leave it overnight to troubleshoot. I told him no way, I'm just reporting it so u can file it with Toyota since its common problem. He said they can't report it until they take it apart. This is probably why there aren't a lot of reported issues! Inconvenience customers so it can't be reported.
     
    Midnighttaco08 likes this.
  2. Jun 14, 2017 at 7:10 AM
    #2
    NewImprovedRon

    NewImprovedRon Hey! Get off my grass!

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    Since it is under warranty, I would let them, or another dealership you feel better about, diagnose the Entune problem and fix it. It could be just an software update that is needed for your radio.
     
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  3. Jun 14, 2017 at 11:05 AM
    #3
    lehminh

    lehminh [OP] New Member

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    I'm at the dealership so they can replace the center wheel cap they forgot to put back on. Service rep says it'll b an hour wait for tech to diagnose and write up report to see if they have the part. I said hell no I'm waiting that long to see if u even have the part; told him to check with his parts dept. he declined. I stormed to parts, 15 sec check that they don't have it. Head back to service rep and what do u know, my tundras getting looked at right away. But they still have to write up a report in order to order the part. What really pissed me off was he kept using courtesy to customer and general courtesy and waiver terms; like they're found me a favor by fixing their duck uphaving me come back two more times and waiting each time!?
     
    kenomouth64 likes this.
  4. Jun 14, 2017 at 11:06 AM
    #4
    lehminh

    lehminh [OP] New Member

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    Doing and Fuck up was autocorrected.
     
  5. Jun 14, 2017 at 11:49 AM
    #5
    ColoradoTJ

    ColoradoTJ So there I was.... Staff Member

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    Listen, I realize you have never made a mistake in your life, and Lord our God, someone forget to put on a center cap back on.

    Personally Mike, if I was the Service Manager at this particular dealership, you would be waiting for weeks just on your attitude alone...seriously. I used to do it as a lineman all the time. We would always have one jackass come out screaming. That was about the time we were just finishing up hooking up the secondary and I would have everyone else in power again except that asshole. Then the crew would go to a late dinner since we had not had anything to eat for 9+hours. Now if said asshole had not learned his lesson the first time, he would get schooled yet again. His triplex would need to get swapped out and the "dumb ass apprentice" wink wink would need to go back to the shop for more (actually just go get us something to drink). So around midnight I would beat on that assholes door to let him know he was back in power and sleep well.

    Funny, same thing happened to me Mike. On the way home I lost two center caps down the highway. I politely called them and they said to come back. I was nice and then they said the same damn thing...we don't have any in stock. I didn't lose my cool (that is amazing) and asked if they could just ship them to my home. Know what they did instead Mike? They went out and pulled two off a truck on the lot and said "Have a good day Chris, sorry for the inconvenience." I thanked them and all is good in my world.

    Point of this:

    Be nice...good things happen.
     
  6. Jun 14, 2017 at 11:50 AM
    #6
    HBdirtbag

    HBdirtbag New Member

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    I'm honestly not seeing the major problem here....
     
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  7. Jun 14, 2017 at 11:53 AM
    #7
    ColoradoTJ

    ColoradoTJ So there I was.... Staff Member

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    I know...it is like they dropped his truck off the lift...
     
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  8. Jun 14, 2017 at 11:55 AM
    #8
    T-Rex266

    T-Rex266 Independentoffroad who? That's cute. Staff Member

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    Attitude can go a long ways....I am always polite to any service team I contact. Hell, I have a book of business that stretches 4 states wide...I know what it's like to have impatient clients vs those who are patient and understand the unnecessary stress they can place and it doesn't want to make me move any faster when they have an attitude, let alone go above and beyond for them.
     
  9. Jun 14, 2017 at 11:55 AM
    #9
    Newm

    Newm New Member

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  10. Jun 14, 2017 at 11:56 AM
    #10
    lehminh

    lehminh [OP] New Member

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    I understood an honest mistake was made. And I wasn't rip pining him. My hell no and fuck are not words I said to him, just how I felt. I was not a dick but rather calm. I just suggested a better approach. I thought it was inefficient to not check with parts first, 15sec vs 1 hr. I understand they have their process of writing things up. But the service rep was making it out like he's doing me a favor.
     
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  11. Jun 14, 2017 at 12:02 PM
    #11
    HBdirtbag

    HBdirtbag New Member

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    Few things I've learned. Whether you are right or wrong...

    Never be rude to your..

    1. Mother
    2. Server
    3. Anyone who is responsible for something you own


    And never rush a body shop
     
  12. Jun 14, 2017 at 12:03 PM
    #12
    HBdirtbag

    HBdirtbag New Member

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    I'd suggest finding a new dealer. Cause you just put the SA on your bad side.
     
    NewImprovedRon likes this.
  13. Jun 14, 2017 at 12:35 PM
    #13
    Netmonkey

    Netmonkey Don't be a Dumbass

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    I had a really bad service experience with my Tacoma a few years ago. it was so bad that I made this web page for the service manager to review. he used the web page to review it with the tech who did the work. I was really pissed off about it, but I kept my cool and the service manager made it right.

    http://teeceetee.com/stuff/tacomaservice/
     
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  14. Jun 14, 2017 at 12:48 PM
    #14
    kenomouth64

    kenomouth64 New Member

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    Hold the Line! If you are not holding the line, abandon your ship. Destruction is inevitable without more to hold the line!
    I have to agree with you on this. It was there mistake, they should fix it in as timely of a manner as possible. It is piss-poor customer service to further inconvenience someone you already inconvenienced in the first place.

    I had a nightmare story from my local Toyota dealership as well. 5 weeks in the repair center to figure out what was going on, then before it was all said and done, they claimed my motor was bad because it had very low pressure when they checked it on all of the cylinders. I suggested that they check the timing alignment, since we already checked that the belt was on. I was concerned it stretched and slid over a few teeth causing it to fall from TDC. Sure enough, I was right on the mark, the belt had stretched and slid over 4 teeth. I had them fix this, and woolah!, the motor was not bad. The they charge me over a $1000 for all this, it seemed like I was the one who actually made the repair/diagnosed it by the time we found the issue. Frustrations...

    Then when I picked it up, I noticed it was running like shit, well they had broken the air filter box housing as well as accidentally swapped out my newish Spark plug wires. They claimed they were using them for troubleshooting another customer and forgot to put the new ones on.

    So I waited another 4 days (weekend included). They duct taped the broken air box (no joke), temporarily, until the new airbox came in, which they ordered from a salvage yard, since they did not want to pay the $800 for the new one, they broke. Luckily I always take many pictures an of any vehicle I drop off at a service department before I leave it there. If I had not done that they likely would not have fixed it at their own expense.

    1 week later I get a call, they are saying that if I drop it back off they will see if they can install it that day. I told them I would just pick it up and install it myself...
     
  15. Jun 14, 2017 at 12:51 PM
    #15
    Primo

    Primo White Tundra

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    Went to California with a small box trailer to pick up a one room apartment furniture to bring back to Texas. While traveling through mountains of California my Check engine light went on. The very next day in Arizona, i went with the trailer to a Auto Zone to diagnose the issue. They told me it was the Secondary Air Injection Valve. Since it was not a major issue, I continued by trip back to Texas. Went to Advance auto part to re-diagnosed the issue and they told me the same thing that it was the secondary air injection valve. I also went to the mechanic on a local air force base which also told me that it was the same issue. I figured 3 out of three can't be wrong. so I stopped at the local Toyota Dealer and told them that I needed to replace the secondary air injection valve. They said that they needed to diagnosed the problem first, and then fix it. I told them what the problem was but they said according to their shop regs that they had to diagnose the problem them selves at a cost of 129.00, then fix the problem. SO I asked them how much was that part anyhow, they said that that secondary air injection valves was 479.00 and installed was another 450.00 because of the intensity and the labor involved. So the bill would of been 929.00 total including tax, shop fees, etc.

    I said ok, I went to parts geek and found the part at 189.00.

    http://www.partsgeek.com/td9l49v-to...rm=Toyota+Secondary+Air+Injection+Check+Valve

    It took me about an hour and half to take the old part off and another 20 minutes to install the new one.

    So I had the truck fixed in less than 2 hours, less then 200.00 bucks and half a case of Heineken.

    Actually it was pretty easy except for two nuts at the bottom of the valve that I could not see, but was able to unbolt them using a 4 inch spanner wrench.

    So the moral of the story is, if you can see the procedures on how to fix it in You Tube, and your willing to do it yourself, you can save hundreds of bucks. By the way, my truck already had 221,000 miles on it at the time and it's still running really good.
     
  16. Jun 14, 2017 at 12:57 PM
    #16
    joonbug

    joonbug bacon

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    I'm sorry but if they lose a piece of anything off my truck, tell me to come in, wait an hour, only to tell me I'd have to come back again.... I'm gonna be pissed.
     
    kenomouth64 likes this.
  17. Jun 14, 2017 at 1:13 PM
    #17
    NewImprovedRon

    NewImprovedRon Hey! Get off my grass!

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    Life is too short to spend it mad.
     
  18. Jun 14, 2017 at 1:14 PM
    #18
    cd121082

    cd121082 New Member

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    none yet
    twice now i've had issues with my service department. 1st time was when they had to replace the carpet on my wife highlander cause it was cut short or somthing at the factory and wouldnt stay behind the the kick panel. when i went to get it the rear seat specifically where my kids car seat went was not bolted down all the way and had a lot of play, good thing i checked it before i left.

    then on my tundra they owed me the Lin X so they went and had it done but they lost my keys for like 30 minutes when i went to get it. then when i did my service they forgot to put on 2 bolts to the skid plate. then when i took it back to have them put back on they didnt run the bolts all the way down.
     
  19. Jun 14, 2017 at 1:15 PM
    #19
    T_dublecab14

    T_dublecab14 New Member

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    I bad experience myself from a toyota dealer(toyota world Spring) Houston north side. Brought to them because the entune radio would not accept the start up and off image upload. hours later I called they said yes it was ready, but it was not, two-three hours more I finally got my truck back, he said they uploaded newest version of the software, got it home and tried to upload images they disabled the option to upload, after hours of trial and error I got it back to reset. And no the images still will not upload!!
    I also had bad experience with body shop (Milstead auto) that everytime I take to them to bring it back for complaints after they repaired something they would damage something else not even related to the issue or anywhere close to it.
    Needless the say I will not go back to either one!! I let them know and move on.
    I feel your pain!! On the other hand when I do get good or great service I let them know and reward them for that service!!
     
  20. Jun 14, 2017 at 1:18 PM
    #20
    T-Rex266

    T-Rex266 Independentoffroad who? That's cute. Staff Member

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    I only bring mine to one service tech where I get excellent service (even with oil changes)
    I tip my mechanic with either cash or beer and he texts me pics, or spots anything out of adjustment that he thinks should be corrected and does just that. Hell, I even wrote the SM an email complimenting his work and the service teams attention to detail. I'm glad I have someone like @LOTSOFTOYS that pays attention to the small things.
     
  21. Jun 14, 2017 at 1:24 PM
    #21
    Tacogrande

    Tacogrande New Member

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    Put me on the list of pissed too and I probably would have done the same thing however I consider myself very lucky to know a tech who is super cool and let's me come back to the shop with my truck.
    Just because you are in a position such as service writer or lineman does not mean you can just lolly gag around. Paying customers need taken care of pronto!
     
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  22. Jun 14, 2017 at 1:25 PM
    #22
    T_dublecab14

    T_dublecab14 New Member

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    good and honest shops are hard to fine, I do know of a shop ( AutoScan in Cypress Texas) but a bit far and don't do alignments. but for major service I take it to them for sure. Just got to get a ride home from a friend or family and back to pick it back up.
     
  23. Jun 14, 2017 at 1:41 PM
    #23
    ColoradoTJ

    ColoradoTJ So there I was.... Staff Member

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    We all have had some nightmare stories of bad customer service.

    Find a good tech and hold on to them.
     
  24. Jun 14, 2017 at 1:45 PM
    #24
    T_dublecab14

    T_dublecab14 New Member

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    yeah, I have a good shop for general work, but my tundra is still under warranty from dealer, so I need to fine a dealer who has a great tech with good service support team.
     
  25. Jun 14, 2017 at 1:46 PM
    #25
    Cement Pro

    Cement Pro New Member

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    I bought a brand new 2016 Tacoma and took it in for its first oil change. I asked the technician to remember to grease the driveshaft. The only reason I specifically asked for this to be done was I bought the first 2016 off the truck and with the 2016 grease zerks were added where there was none before. I picked the truck up after service and drove it home. The next day I got curious if the technician remembered the grease zerks so I crawled under the truck and looked. Sure enough the zerks hadn't been touched. I was a little proterbed at this so I decided to grease it myself instead of hassling with the dealer. As I was greasing I noticed a lack of any oil on the skid plate and thought that was odd since it's almost impossible to drain the oil out without getting it on the pan. I thought maybe he pulled the skid plate off so I looked closely at the bolts and they did not have took marks. Now I was really curious so I got a flashlight and looked st the bolt to the oil filter and it didn't have any tool marks. I pulled the dipstick and checked to see if the oil was clean and it was. I called the service department and said I'm coming down. The service manager and a master technician confirmed my suspicions. The trucks oil filter wasn't changed but the oil had been. They apologized and said the technician that did this was already being watched. The changed both my oil and filter this time and told me nobody but the master technician would ever work on any of my trucks. The moral of the story is to make sure your filter gets changed.

    Another time I bought a brand new Toyota Highlander. My wife drove it a couple hundred miles and parked it in my garage which is attached to the house. She was unloading some work stuff and smelled something burning. She asked me to come take a look. I looked under the Highlander and it was on fire. I told her to back it out while I got a fire extinguisher. I looked under closer and saw some rubber sealant was the source of the fire so I sprayed it out and inspected it closer. The rubber sealant was a few inches from the exhaust. I called the dealer and they requested I have it towed to them. Some sort of claim was filed by the dealer and someone from Toyota flew in to evaluate the situation. They asked me what happened and I told them the story. The inspector kept saying there was no fire. He asked me more than once what I wanted out of this and I said my car back without the threat of catching fire. I think this must have surprised him given this happened just after the Prius brake fiasco. Anyhow, I ran that Highlander 50,000 miles without any additional problems.
     
    Last edited: Jun 14, 2017
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  26. Jun 14, 2017 at 1:50 PM
    #26
    kenomouth64

    kenomouth64 New Member

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    Hold the Line! If you are not holding the line, abandon your ship. Destruction is inevitable without more to hold the line!
    I would be upset for sure. however just knowing that a master tech will work on my truck for now on, would make it worth it. lol too many bad techs out there...
     
  27. Jun 14, 2017 at 2:05 PM
    #27
    PermaFrostTRD

    PermaFrostTRD New Member

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    I'd like to point out that my dealer service department is fantastic. And so are their sales & finance staff.
    Waite Toyota if they're reading or anyone needs a good experience.
     
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  28. Jun 14, 2017 at 2:12 PM
    #28
    ej63090

    ej63090 New Member

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    An hour to diagnose and write up the center cap or an hour to diagnose the radio and order the part?

    Warranty work done for you by the dealer is for your favor and income for them.

    When I wrote service I sure shit wouldn't order any warranty parts without a RO. However, if you had to come back for the center cap and then I said it had to be ordered and you would've had to come back again I would've mailed that out to you or yanked one off a new truck - whatever you'd prefer.

    Intermittent issues are the worst thing to fix. You cant throw warranty parts at stuff. You blind order something like that (esp. a $1000 radio) and it doesn't fix the issue you have to eat that repair. If there is a TSB or the SM tells you to order the part based on symptoms then that works.
     
  29. Jun 14, 2017 at 2:32 PM
    #29
    lehminh

    lehminh [OP] New Member

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    An hour wait just to write up that I'm missing the center cap and see if they have it in stock or need to order the part.
     
  30. Jun 14, 2017 at 2:35 PM
    #30
    ej63090

    ej63090 New Member

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    That's not good CS on their part.
     

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