I just got banned from Tustin Toyota dealership
 

I will try my best to make this post as unbiased as i can.

I just recently took my car to the Tustin Toyota dealership for a service and an inspection on a crack under my front bumper. As i go in, they do the usual, assign a guy to your car ect. I tell him that i am here for a service, and also for the crack on my front bumper. At first he was very pleasant, wonderful. As soon as i bring up the crack, things got a bit weird. I get out of my car to show him, and take a knee on the ground since the crack is not visible otherwise. I get down, and i point to where it is, and all the guy is doing is just standing, and im thinking ok why isnt he taking an interest to look? next thing he says "Well how did you even notice the crack" Without even seeing it first! i point out that just as i was walking to my car today, i spotted a bit of it sticking out, and told him to simply step back a few feet and you can clearly see something sticking out. But it was obvious from his tone that he was thinking I probably messed it up my self and trying to get it fixed for free. Rude and unneeded, but i didnt say anything. Anyways he tells me right away that its an impact and not an defect, and either way it has to be inspected by a Toyota Inspector. Apparently they come by once a month. I agreed, fair enough. We go inside to make the appointment, and as he is doing so, the shop manager, Roy Tunno, steps in and says he wants to see it first. I'm thinking great, he must be friendly and hopefully will not treat me with any prejudice beliefs as the previous guy did. Wrong. he steps out, looks at it for three seconds and says that it is an impact, simply not covered. He reasoned by saying that i must had went over an curb and as i backed out, the bumper was damaged. I argued that NEVER, have i ever done that in life, i would like an appointment anyways. He also points to some scratches (scraping i had done long ago) as justification that it is my fault. I simply replied those scratches are on the otherside of the bumper as well, and this side is missing a few screws. Basically we disagreed, and i simply asked for that appointment, which to my surprise, he replies "No, im not going to waste my time, if you want it, go to another dealership and do it". I was shocked at this point to be honest. That is extremely rude. I purchased my car at that dealer and paid a premium for it. sure enough, it escalates further more. I try to keep my cool, still puzzled that this guy is treating me this way, i asked him ok well can i still get my service done? he replies "are you going to keep talking like that to me?" keep in mind, i had not disrespected him in anyway, not cussed at him, i simply DISAGREED with him. Nothing more. and after he said that to me, we exchange a few more words, he said that that is his dealership or manages or something like that, and i simply turn back walk to my car and as i walk i say shut the fuck up. I couldn't hold it in anymore.. I consider my self an open minded and reasonable person. But the way this guy was treating me, i had enough of it.. Anyways as i walk back to my car, the rude manager follows me outside and tells me im banned from here and i should leave now, infront of 5-7 employees. I give him a idontgiveafuck look and smile, and say nothing more.

Long story short, in the nicest way possible, i simply requested an appointment with that inspector and was denied. I understand that it could have been rejected by the inspector as well, but asking for the chance is too much? I pay 350$ a month for my lease, i didnt think i was entitled to this type of treatment.

Sad thing is that I know nothing will happen to this idiot, and i cant do nothing about it either. I love my car and toyota, but the dealerships representing them need to be more regulated i guess. If anyone knows anything i can do, please let me know. I already talked to the customer service who forwarded my case to the customer relations at that dealership.

Don't go to Toyota Orange...i had a similar experience there but this was do to a CEL issue which they tried to pin on me and then deny the service unless i paid etc... The service manager pretty much wrote me off...

did you take it up with the customer relations?

Massive amounts of bullshit. Typical type of dealer service.

Wait... this is a lease?
So does that mean that they are saying you are going to have to pay for the damage?

I thought leases took care of everything cosmetic or not....confused...

Take this to the GM. Get Toyota in it if you can. That is terrible Customer Service.

EDIT: Try to walk in directly without entering the service department, ask to speak to the GM privately about you recent purchase and then when you are with the GM mention the problem. That is what I would do.

call toyota customer relations, open a case, and COMPLAIN!!! You dont spend your hard earned money to be treated like that!! I'd also Yelp your review, hit em where it hurts!!
1-800-331-4331

+1 : Listen to this guy.

Btw, the Toyota corporate inspector is called the DSPM and visits certain "larger" dealerships weekly.

Yea id contact the gm and write reviews everywhere that their service dept is bad or something

Sent from my SAMSUNG-SGH-I337 using Tapatalk

:needpics:

Let us see the crack under your bumper

"...I pay 350$ a month for my lease, i didnt think i was entitled to this type of treatment."

Damn right!!!

also when they call or mail you survey's for the dealership, give them the scores you feel the deserve.
This is how they get their bonuses and dealerships strongly rely on these scores. It is why they tell you to respond to them several times in conversation when buying/servicing your vehicle there.

Wait... so did this this dealership crack your bumper? I don't read anything saying that you accused the dealer of cracking the bumper...

Did they get mad over a request of an inspection?

I would've laid down the longest, nastiest burnout of my life in their parking lot, all while sticking my middle finger out the window yelling "FUCK THE POLICE."

At the end of the lease I would be like "I'm banned. I can't return the vehicle. Sorry."

Have a friend or family member bring in the car for service only. Don't mention the bumper. You will then get a survey. This would then be the time to fill in the appropriate comments. The surveys go directly to Toyota. No doubt, at one of those customers made a comment on one of their surveys already. Toyota doesn't want that kind of reputation. This is the first time since 1985 I haven't owned a Mazda. I have not been impressed with my local Toyota dealership, as well. After the condition I got my car back from service, I am doing my own services herein forth, at my own expense. I am enjoying this car, but can't wait until the next RX 7,8 or 9 comes out.

John

this is why i go to longo toyota for service...i've never received poor customer service...they're very professional and courteous. I say call toyota corporate and issue a complaint about that dealership's manager you dealt with.

Best Toyota dealer I've ever dealt with.... they're the reason why I bought an FRS over a BRZ :lol:

+1 for longo toyota as well, I live in Irvine as well but I make the drive over to longo to have any service done. Ask for Jennifer.

Post a picture and I'll give you my opinion.

Yeah, post a pic of Jennifer and we'll give you our opinion.

This guy is genius.

:) Got a good laugh out of that to start my day

I was told that if it was caused by an impact, it would not be covered by warranty, if it was an defect then it would.

[quote=JohnnyP;1510521]+1 : Listen to this guy.
I already called them and my case was forwarded to the customer relations over there, which i was told is the highest rank. The Roy Tunno was a shop manager. I also contacted the email on toyotas website and they said that my case was already forwarded to their relations. going to hold off on the reviews until i see what happens with this customer relation person.

http://imgur.com/g4BRgWN.jpg
http://imgur.com/xXTS96q.jpg
http://imgur.com/cfhKvdC.jpg

As you see in the third picture, its clearly sticking out. I had NEVER tempered with my bumper. The first guy that i talked to, when i first even mentioned there is a crack there, instantly says "Well how did you even notice it in the first place" with a tone so obvious that sounded to me like "I know you fucked it up and trying to get it fixed for free"... he then mentions the little black strips of plasti dip i had there and asked who done it.. ITS PLASTI DIP.... !!!I am so anal about my car, that is why i noticed the little part sticking out. i notice every little imperfection and every little scuff on my car. I know some of you are just like me.

I dont care whether it is covered or not, thats not my point. The level of disrespect, and not even being able to make that appointment since it is for the inspector to decide, is what angers me the most.



They got mad over the request of an inspection and it lead to him saying "are you going to keep talking to me like that" sentence.


I can honestly see why many people say perform your own oil changes. i understand now!!

will look into them thank you!










On a personal note, this wont be covered would it? :/ I can't believe a 2013 car broke this much already.. The only reason i wanted the inspection was because the douche was arguing that i RAN UP A CURVE!! and then i must had backed it out for that to happen!? I take care of my car, a lot. That has never happened. The only things that had happened was a bit of scraping on certain locations, nothing hard either.. and the OEM bumper cant hold up to that? I am so sad over this whole experience.

I was going to say it looks like you have scraped quite a few times under there. Those are some pretty deep scrapes. Could have happened at the time of that...but either way it doesn't warrant the way you were treated.

I may be making a generalized statement here but this is why I never EVER bring my car to the damn dealership. I just can't deal with it. Its different for you obviously because its a lease, but unless its completely necessary, I won't bring it.

I want to get my GPS fixed for my brz but just refuse to, even though theres a recall on the reception going out lol. I had to bring my car in because the BIU took a crap on me and in the process of checking my courtesy light (it wasn't working thats why I brought it in) they managed to scratch the silver door handle piece, not push in the door panel all the way, and leave off the rubber gaskets on the clips that prevent them from rattling.

Lets just say they ordered me a new silver door handle trim, and handed it to me as they weren't allowed to re-install it lol.

Not covered. And honestly, by looking at the pictures I'd come to a conclusion that you ran over a curb or dragged the bumper over a parking lot concrete stopper or something of that sort.

You can argue all you want about individual scrapes and nicks, something like this will just be attributed to wear and tear and it's definitely not something for a warranty claim.

As for the way you were treated, next time don't give them ammo by talking back. But I feel this whole thing could've been avoided by not trying to have this damage inspected... because it won't go anywhere.

-alex

As i had mentioned, this post wasn't to address that whether warranty covers the damage or not, and i repeat i have never ever ran a curb. All of those are scrape marks, and I do agree too, it could had well been my fault. Even the first person i talked to said the same, and then he told me it is up to the inspector to decide, and honestly i knew right away it was going to be declined but trying anyways doesn't hurt anyone by trying. Believe it or not, i wasn't giving anyone a hard time, i was only firm on making an appointment for that inspector, that is it my friends. I was denied, and the manager told me that is it, and he said he isn't going to waste his time setting up an appointment for me..

The best way i can put it is I simply requested an appointment, and i still believe im entitled to that, and was denied outright and shortly after, i asked that i am also here for a service, and he replied to me "are you going to keep talking like that to me?"

All we did was disagreed on something, and sure maybe i was being a pain in the ass by asking for that appointment, but that is it. I can tell you that i did not use any foul language, no aggressive tone, just simply disagreed with him.

And i do agree, it could had been avoided by not asking for an inspection. I bought my car from there and had it serviced there before. This was just the first time asking for something else along with my service. It wasn't my intention to cause any situations, but i can guarantee you it shouldn't had been handled the way it was. Utterly disrespectful.

File a complaint with consumer services in your state and better business bureau. I know it may not help a ton but it is at least documented in their system. Trust me, if the consumer services and BBB indeed respond to your complaint about your experience. The guy you spoke to may just get what he deserves from uppers at Toyota. My brother is an engineer at the Toyota plant in Georgetown, KY. From what I understand Toyota does not take poor customer service well. I know everyone here has had a problem at least once with their Toyota dealership customer service. Personally, I only deal with Green's Toyota in Lexington,KY and Toyota South in Richmond, KY. They are awesome. Very honest and provide excellent service.

Nice, and courteous manners was all i was expecting. I can definitely see how i could have been a pain in the ass i suppose, but if i simply disagreed and did not direct any rude manners toward you, i expect the same in return, if not more since i am a customer.

thank you for your input and interest.

Yuck sorry to hear.

Lets all keep in mind that toyotas quality control has went out the window we should rat these fucking rug munchers to the head shoguns in Japan they'd have these dudes heads on a platter I have Japanese in laws they're all about taking pride in customer service and what the build and put out. These are douche bags boycott toyota dealerships haha

:needpics:

To those suggesting the email survey, in my limited experience it is useless.

I had issues after my second free service from the dealer. I responded honestly and clearly to their "how'd we do" email, which went to their Svc Mgr. I responded honestly and clearly to the survey. I said at the end of both that I was disappointed with the shoddy service, lack of communication, and having to wait many hours longer than quoted. I also said I would recommend to family and friends to not use this dealership for service.

Neither one generated any sort of response from Toyota or the dealer.

So f them.

Here is said picture :)

https://pictures.dealer.com/ddc/resi...dd67390801.jpg

YELP THE DEALER
 

YELP THE DEALER

Write a nasty customer service survey. I had similar experience when i was younger, I was respectful and older service advisor pretty much ignore my request and gave me attitude. So I wrote of nasty letter to the cusomter service department. Weeks later, I heard from a friend that worked at the toyota dealership that the older service advsior lost his pay raise and received a write up. Take it up to someone higher.

you pay the extra monthly for that care package that they offer? i thought that would cover paints n cracks?

thats what i was informed when i leased my car from longo scion so i pay extra 16 a month -_-;

Tell her boyfriend he can keep her.

holyshit i LOLd