[f1rstxlas7]

Got hit by the slip light/CEL P0016 code a few weeks back and it's been a nightmare ever since. I've lost all faith in this brand and it's very clear that neither Corporate nor my local dealership wants to right this wrong at all.

Working with Toyota Corporate & my local dealership DCH Wappingers Falls Toyota has been a complete nightmare. I brought my '13 FR-S in for a diagnosis of a P0016 engine code which has affected so many of us since launch, yet Toyota refuses to acknowledge the problem. My warranty ended last November, so none of the $3000+ repair would be covered.

When I brought the car in for diagnosis, DCH Wappingers flushed my engine with new oil(without even asking first and it didn’t fix the code) and diagnosed the problem after contacting their tech service line. When I decided to take it for a 2nd opinion, my Service Advisor Tom suggested I stay with DCH because my service tech has decades of experience and he’ll be the one working on the car. However, after I got the 2nd opinion and came back to Toyota because of the supposed “decades of experiences,” Tom told me that it’d take 15 hours of work and would be split between more than 1 person to keep the repair on track. So while I appreciate getting the job done quicker, please don’t lie to your customers about the Technicians working on cars if they’re going to be rotating in and out to get them done. Tom brought me to checkout, I expressed my disdain for the experience to which he replied that he couldn’t do much, except, “give me a break on the labor.” I’ll get to that in a minute.

Tom loaned me a Toyota Sienna that was filled with garbage, which was then noted as a mistake by Toyota Corporate. According to Toyota, a loaner is only made available when parts under warranty are being repaired, but according to Toyota, this was not the case with my repair. To me, this is an admission that this repair should have been covered under warranty, but Toyota didn’t want to pay the expense of parts & labor.

Between all of these happenings, I contacted Toyota Corporate a total of 4 times to see if they’d be at all helpful. They were not. I repeated over and over again with how unhappy I was with the Toyota Brand and the dealership for unreliability. To their credit, everyone has been polite. Unfortunately, everyone at Corporate would simple re-state that “Toyota’s stance has already been noted on this matter.” Juan Ortega, a Customer Help Supervisor, assured me that the loaner was indeed a mistake and that the dealership should not have done this. I asked Juan outright if he thought I was happy with Toyota and his response was, “No.” All the while, I asked for these cases to be forwarded to Ben Carlson, the Service Manager of the dealership for review. To my surprise, not a single case was forwarded to the dealership.

When I returned to pick up my car from repair, Tom had already left for the day, and I saw that my invoice had basically stayed the same since the initial quote. Since he wasn’t at the dealership, I called him the following day and asked why he didn’t, “give me a break on the labor” like he said he would. He explained that the job only took 13 ½ hours, so the saved labor time, plus tax equaled about what I was initially quoted. First, you didn’t give me a break, your just Tech finished the job sooner than anticipated. I’m not trying to nickel and dime the dealership, I’ll be honest, I’m trying to get the entirety of this job paid for like it should have been by Toyota from the start. Second, I request to Tom that he let Ben know about my cases. He never did.

The fact that there’s so much disconnect between Toyota Corporate and DCH Wappingers has been absolutely infuriating. Corporate won’t work with the dealership and DCH won’t even contact Corporate, then the customer gets hung out to dry.

If I have no faith in your brand, then whatever.
If I have no faith in your brand and your dealerships, then ok, that’s tough.
But if I have no faith in your brand, dealership, AND your cars, then you just lost a customer for life.