I had my 4Runner here for its complimentary 15,000 mile service last fall. I made an appointment and waited around 2 hours for the basic service.
Since I had towed the last 5,000 miles, I want to have the oil changed, as required by the manual, as opposed to waiting for the 20,000 mile service. I let them know this when I scheduled the appointment and arrived.
As my services through 25,000 miles were included when I bought the vehicle, my sales rep mentioned I should do the 20,000 mile service instead, because it includes the oil change. Sounds good, I thought, as then I'd do the 15,000 free service when I hit 20,000 miles.
Not quite. I have since moved to Ohio and went to have my 20,000 mile service done, and they said they couldn't "go back" and provide my 15,000 mile service. Which means I completely lost out on a nearly $40 service. Had Chandler Toyota if mentioned I would "lose" that service entirely, I obviously would have just paid for the oil change and still come out ahead.
Of course, Toyota wins as it's one less "free service" they have to provide. Pretty big rip off they didn't let me know.
Oh well - not quite as bad as the previous Toyota I went to that claimed they rotated my tires, and had it in my bill, however when I checked the tire I "marked" before going in, they clearly didn't and lied about it.
I've had more issues with Toyota service beyond just these. I doubt I'll ever buy a Toyota again because of their service. Not their cars.