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| - I've been using this dealership for 2 years now. First with my used car for oil changes; then I bought a new car from them and have been using them for regular maintenance and the warranty repairs. There are several reasons why I feel the service for Toyotas should be outsourced:
1. This dealership does not want you to come back for service, they have no incentive to provide quality service. This is reflected in the failure to repair items the first time and the employee callus response when you tell them the vehicle has been there for this simple repair previously. There is absolutely no accountability and they just don't care.
2. Expect to wait 4+ hours for something simple like an oil change or just changing out a light bulb. It doesn't matter if you're paying cash, have a financed maintenance plan or are in for a warranty repair. This is a problem they could fix by having longer hours during the weekend when it is most busy; but instead they close at 5 on Saturday and don't open at all on Sunday. If you have a problem outside those hours, there is no one to help you. The sales department manager won't even answer his phone or call you back. The roadside assistance is a joke. If you make it through the myriad of phone prompts, expect to have all kinds of problems getting someone to you.
3. They won't do all services and their recommended Vendor for windshield repair/replacement installed my windshield twice where I could push the glass out afterward. Took 3 separate visits to get the glass actually touching the glue. -- I had a 8 inch crack, got it replaced, had to get up charged for the Toyota glass, didnt touch the glass at all, but could feel the wind coming through it on the freeway. Took two more visits before the tech just pushed on the glass and said "there's the problem" displaying the obvious gap. Smh.
4. Once they have your vehicle in service they have no incentive to get it back to you. So you may go days without a car with no notice. -- They do have a courtesy shuttle when they are open; but you may wait 3+ hours after it is scheduled to pick you up.
5. They can't get Toyota parts same day even if you've made an appointment in advance and they know the issue. It's usually 3 days to a week and then you get to come back when the parts arrive and start the process all over again. One time, they told me they would call me when the part arrived, a month later I called them and found out it had arrived they held it and then they returned it. So I had to wait again for them to reorder the part. Another time I had to leave my car there while they could troubleshoot with corporate, which is only weekdays. So that was another day without my car, and more rides.
Normally I'm very understanding of a busy day at the dealership and I was excited to have a standard new vehicle that would be easy to repair. -- but this service department destroys the reliable and easy to work on reputation of Toyota by making regular maintenance a nightmare.
This time its just the side mirror interior part that broke and 2nd time in on the same brake light replaced. This will be my last visit here. I just don't have the time for this nonsense.
I remember the 90's well, when Jiffy Lube had all the parts and could do my service, replace my windshield wipers and break lights in under an hour. I don't know what happened to the auto repair industry or where I will take my Toyota now. I am seriously considering trading it in for a Honda just so I can take it anywhere for service.
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