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  • My driver's side mirror was vandalized with missing mirror glass and protruding wires. I called North Hills Toyota service and scheduled an appointment for repair. I was not asked to bring the vehicle for inspection prior to the appointment. The glass was replaced at a cost of $406.77. The service advisor did not communicate or document that any further damage to was detected. Immediately thereafter, I noticed that the mirror shook continuously. I found a crack in the plastic attachment connecting the housing to the door. I returned to have the mirror inspected and I was told the entire mirror and housing needed to be replaced at a cost of over $720. This included the mirror glass which had already been replaced. I returned to speak to Timothy Gortz, the Parts & Service Director. He inspected the mirror and agreed that it needed to be replaced. I asked why I would need to pay for a new glass for the mirror again when the mirror attachment damage should have been detected at the initial visit. He said that nothing could be done except to contact my insurance company to see if it would cover the cost. The service dept never advised me to bring in the vehicle prior to having the mirror glass ordered or even installed. They then neglected to detect the damage to the plastic attachment which necessitated complete replacement of the housing at the time of the initial appointment. I described this as "negligent" and Mr. Gortz had the audacity to suggest that I look up "negligent" in the dictionary. At this time I am facing a cost of $720 cost plus labor in addition to the initial $406.77 for the glass not to mention the increase in my insurance rates. I suggest that Mr. Gortz look up the word "service" in the dictionary. It is clear that this Toyota service center does not value its customers.
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