Trouble with My Dealership (Service Related)

[Chewie4299]

So I sent the below email to the customer relations manager, sales manager, and the sale rep that sold me my car in June at my local Toyota dealer.

I hate to come on here and spread negative word of mouth about a dealership that has been so amazing in the past for my family and me but they are really surprising me here.

On Mon, Nov 12, 2012 at 9:19 PM, ################# wrote:
Hello Diane,
I am writing you because I've recently been very displeased with the service that I am receiving from your dealership. Let me start off by quoting a review that I wrote on dealerrater.com after the purchase of my 2013 Scion FR-S on 6/28/12:

#####
7/3/2012 12:58:17 AM
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Price:
Overall Score: 5.0
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Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Mike Bush, Ron Jackson, Frank Mikolike, Paul Solomon

My Review of Toyota and Scion of Wallingford:
I hunted for a Scion FR-S/Subaru BRZ at any dealership that I could find with one in stock up to 100 miles from home. In the end I ended up at Toyota of Wallingford. A dealership where my family has now purchase 7+ vehicles. We had always worked with Rex Simmons in the past but he was no longer there. I contacted them initially by email and exchanged a few with Ron, the internet sales manager. I arranged a test drive of the only FR-S they had in stock which was an automatic. When I arrived Ron introduced me to Mike. Mike was very easy to deal with and a real pleasure after my recent experiences with several dealerships in the state. Scion's Pure Price made the buying process just that much easier. I knew I was getting the best(only) price I could get on a new FR-S and I also was able to handle my trade knowing the dealer was making money on the sale price of the new car.

They initially offered me more than any other dealership for my 2006 Jeep Wrangler which was a pleasant surprise though I felt the vehicle was worth more as a trade. Ultimately they showed some flexibility here and reached a number I was okay with.

From there I worked briefly with Frank to confirm the details of the vehicle I was purchasing and we arrived at the final numbers.

Then it was my pleasure to work with Paul on Financing. I had filled out a credit application during an earlier visit and all the necessary work was already done. He didn't offer me GAP insurance as I anticipated which was good because I was starting with equity in the vehicle and I would be ahead of depreciation from the beginning. He mentioned this as the reason why he didn't ask.

I actually ended up with a lower interest rate and a lower monthly payment than even my extensive research/calculating led me to expect.

This was the 7th or 8th vehicle purchased at this dealership by my family and it will not be the last.

----------------------

By this time my mother had had a negative experience with her 2009 Matrix and your service department. For some reason water had built up in the ventilation system and started to smell. She brought it in and they blew out the vents inadvertently forcing the water through the rear seat floor vent and into the rear carpet. After a short time this started to smell very bad and I had to search for the source of the odor for some time before realizing what happened. She brought it back in and they did take car of her but her overall experience with the treatment by your service department was very negative. She is not uneducated as she regularly seeks advice from me before contacting service so that she knows what is is talking about yet she feels she is treated as if she couldn't possibly know what she is talking about

At that point I told her and myself that this was just a one time occurrence as we'd always been treated excellently before with her Matrix, her Corolla, her other Corolla, my grandmothers Camry, my aunt's Camry, my aunt's other Camry, my aunt's Tacoma, and my uncle's Prius. Mostly purchased and ALL serviced by Toyota of Wallingford, by the way.

Unfortunately, that was just the beginning, she has since had a regular service on her matrix which included a tire rotation of the practically brand new tires she'd purchased from your dealership. Immediately afterward she noticed the car would shake on the highway and her tires needed air multiple times in a short period. When she brought the car back she was told that it had something to do with the temperature changing with the seasons after they checked out the problem and supposedly found nothing. However, the vehicle now drives wonderfully and has not required air in a while. I cannot explain the air issue but I suspect the tires were improperly balanced and they corrected this.

It's as if she's no longer treated like she matters the moment her warranty expired. To me this makes absolutely no sense as you guys make significantly more money on non-warranty work. She's since started considering a different dealership or make all together when it comes time for a new car.


Now I've had my own experience that has really put a sour taste in my mouth. When I drove my mother to the dealership to pick up her car I took the opportunity to report a problem and schedule an appointment for an issue that had been significantly bothering me since about a week after I bought my car. Here's a letter I wrote to Scion and Toyota about the issue before the TSB for this issue was released just so you know what I am referring to:

Customer By Web Form (#####) 07/12/2012 04:27 PM
My family and I have purchased 8 or more vehicles from Toyota/Scion over the years and we've never been disappointed until now. I just purchased my FR-S on 6/28 and couldn't be happier with the vehicle and the service I have received from my local dealer, Toyota of Wallingford in Wallingford, CT, or the vehicle itself. Except for one issue.

It seems that there is a difference between the fuels used in Japan and the fuels used in the US as far as additives go. Either there are additional lubricants in the fuel from Japan or the ethanol in most US fuels is causing a problem.

I, and a great many other owners of the 2013 FR-S as well as the 2013 Subaru BRZ in the US, are experiencing and incredibly annoying issue with this vehicle and I know it has been reported before. It seems as though the vehicles shipped from Japan with some fuel in the tank and, of course, they get topped off by the dealerships prior to delivery but once we put on ~300 miles and are required to fill the tank completely with US fuel we begin experiencing this problem.

There is apparently a washer in the high pressure fuel pump for the Toyota supplied direct injection system that requires lubrication from the fuel running through it. In the US it does not appear to be getting this lubrication and a loud noise is emitted from the engine bay. In some cases it is louder than others. In my case it is absurdly loud. The noise sounds VERY MUCH like crickets chirping and is most noticeable at idle when all other noises are minimized. However, it does continue up to roughly 2.2k RPMs before the engine noise drowns it out. It does not occur upon start up due to the way the direct and port injection systems operate but is very apparent after the engine gets up to temperature and has been driven for a bit.

It is absolutely embarrassing to be driving a car that is so noticeable and unique at the moment that it constantly draws attention only to have to then explain WHY the engine is making such a noise.

I've found that using a simple fuel additive that includes lubricants the noise can be silenced but once the tank is refilled with our US gas the noise returns after not much additional driving.

Again, I know it has been reported before but I would very much like my voice to be heard as well. I sincerely hope that Toyota and Subaru are working on addressing this issue as I've met with other owners and have yet to find an FR-S or BRZ that is not doing this. I would love to be contacted with some sort of confirmation that a resolution is being sought and it is only a matter of time until a fix is distributed to dealerships.

Aside from this one issue that, while it appears to not be detrimental mechanically, is incredibly grating and annoying I love this car. It felt so great to drive this wonderful vehicle this morning after using the aforementioned additive and hearing a smoothly running engine unaccompanied by any unwanted sounds. I hate that I need to use fuel additives on my brand new Scion in order to truly enjoy driving it.

Here is a Youtube video documenting this made by another owner. The camera does not pick up the noise with the windows down but it can be heard inside the car.

Thank you.

----------------------------

I realize this issue is beyond the realm of control at Toyota of Wallingford and is not the source of my frustration today. What I am frustrated by is the way I was treated by the representative in your service department and the condition in which my vehicle was returned to me today.

First, when I walked into the service department and spoke with Casey Munroe to report the issue and request an appointment I was treated very rudely. I suspect this may have been because I knew what I was talking about and knew that a TSB existed for the issue. I requested that he have a technician come out to my car to verify that I was, in fact, experiencing the issue that the TSB was released for. This way they could order the part and save both of us a significant amount of time.

The tech came out to my car and listened to the chirping noise. He stated that it did not sound right. I explained to him that the source of the noise was the high pressure fuel pump in the engine bay. He then told me that the fuel pump was at the rear of the car. I explained that there was a fuel pump in the gas tank but that the vehicle was equipped with a DI (direct injection) system and also had a high pressure fuel pump in the engine bay. He then grumbled about Toyota putting a Subaru engine in the car which I did not appreciate and agreed with me that there was an issue. This is made slightly more ridiculous by the fact that the fuel system in the car was one of Toyota's contributions to the project.

He said he'd make sure he pulled up the TSB information and that I was suffering from the problem I claimed. I then went back inside to schedule my appointment.

Last night I dropped my car off to be serviced today. Towards the end of the day I received a call from Casey stating that I was in fact experiencing the issue that they HAD ALREADY confirmed and they would be ordering the part. This would take "some time" according to him. I was very angry at the fact that the part had not been ordered and I now was going to need to be without my vehicle for another day at a later date but I did not state this to him as I was very busy at the time.

Tonight I picked up my car at about 7:30 through the showroom. It was dark in the lot but I just got home and, in the light of my driveway, I found a VERY large black scuff mark on my red hood. I tried to wipe it off and succeeded in removing about 90% of it but the remaining marks would not come off. I was so upset at that point that I took a look over the rest of the car to find if there was anything else wrong. I take a lot of pride in my car and check regularly for any new marks, dings, or chips. I'd been fortunate enough until today that the ONLY permanent mark on the car was a small rock chip on the hood.

In addition to the scuff marks I found greasy hand prints on my driver's side door which will come off but at this point I was disgusted enough that this just made me even more upset. If it were the only thing I noticed I wouldn't have cared and just cleaned the door but it was not the only problem. I then took a look at the other side of my car and found a ding on my passenger door. I suspect this came from the silver Honda civic with dealer plates that was parked uncomfortably close on my right side when I picked up my car. It's not big and hard to see but it was also not there yesterday.

I will be sending you pictures tomorrow when I have better light.

I am very unhappy. My family has been loyal to this dealership for over ten years and I am now asking myself why.

So my question is.... how should I proceed? Send them another email? Walk into the showroom and speak to someone in person? Why should I go out of my way when they are in the wrong? Should I contact Toyota's corporate office?

Due to my work schedule last week I was not able to send them the pictures the next day and it actually took me an entire week. (leaving the house before the sun comes up and coming home after sunset) However, I have significant customer relations experience as part of my position within the operations department of an international retail/gifting franchise and I feel that they should have sprung into action without waiting for me to send them pictures.

No followup for a week has me very upset.

[JDMenrique]

Holy tantrum.

IDK what to tell you. I can see the dirty hands and scuff marks being an issue and I would politely ask them to be careful and have them remove the scuffs. It seems like either everyone you spoke to was either having a bad day or maybe you were just a little irritated by the chirping.

This is a Subaru engine, it doesnt matter what Toyota contributed to it. The fact that the mechanic is not fimiliar with it does not surprise me in the least. Good luck, keep us posted.

[Chewie4299]

Originally Posted by JDMenrique

Holy tantrum.

IDK what to tell you. I can see the dirty hands and scuff marks being an issue and I would politely ask them to be careful and have them remove the scuffs. It seems like either everyone you spoke to was either having a bad day or maybe you were just a little irritated by the chirping.

This is a Subaru engine, it doesnt matter what Toyota contributed to it. The fact that the mechanic is not fimiliar with it does not surprise me in the least. Good luck, keep us posted.

Yea... when I see it as a wall of text it is a bit of a Tantrum.... but between my mother and myself we're at a loss for words as far as the service we've received recently. They've been excellent for years and years and then in the last year or so they've just been a hassle to deal with.

[sf86]

I feel you man. I took my car back from the dealer and there were 2 chips on my driver side door I love my car so much i had opti- coat for it and now.....

[JLMtm]

There's a chirping noise? I've never heard that since I've had mine.

[Grishbok]

The part thats missing from that, is what would you like them to do? You have stated your concerns, but you have to also supply what you would like to see as a remedy to make you happy with their service again. Leaving it open ended like that, if you were a service manager and read that, what would you think?

[jmaryt]

Originally Posted by Chewie4299

So I sent the below email to the customer relations manager, sales manager, and the sale rep that sold me my car in June at my local Toyota dealer.

I hate to come on here and spread negative word of mouth about a dealership that has been so amazing in the past for my family and me but they are really surprising me here.



So my question is.... how should I proceed? Send them another email? Walk into the showroom and speak to someone in person? Why should I go out of my way when they are in the wrong? Should I contact Toyota's corporate office?

Due to my work schedule last week I was not able to send them the pictures the next day and it actually took me an entire week. (leaving the house before the sun comes up and coming home after sunset) However, I have significant customer relations experience as part of my position within the operations department of an international retail/gifting franchise and I feel that they should have sprung into action without waiting for me to send them pictures.

No followup for a week has me very upset.

jump over them! go corporate! the dealer will just f**k around with you!

[jmaryt]

Originally Posted by Chewie4299

So I sent the below email to the customer relations manager, sales manager, and the sale rep that sold me my car in June at my local Toyota dealer.

I hate to come on here and spread negative word of mouth about a dealership that has been so amazing in the past for my family and me but they are really surprising me here.



So my question is.... how should I proceed? Send them another email? Walk into the showroom and speak to someone in person? Why should I go out of my way when they are in the wrong? Should I contact Toyota's corporate office?

Due to my work schedule last week I was not able to send them the pictures the next day and it actually took me an entire week. (leaving the house before the sun comes up and coming home after sunset) However, I have significant customer relations experience as part of my position within the operations department of an international retail/gifting franchise and I feel that they should have sprung into action without waiting for me to send them pictures.

No followup for a week has me very upset.

Originally Posted by Chewie4299

Yea... when I see it as a wall of text it is a bit of a Tantrum.... but between my mother and myself we're at a loss for words as far as the service we've received recently. They've been excellent for years and years and then in the last year or so they've just been a hassle to deal with.

can't say to a certainty,but a ton of people are just hangin' on to what they got,and NOT buying new,(even toyotas) the economy still sucks in general,and also people are lookin' for service alternatives,because the f**kin' dealers "rape" ya on just about everything anyway! costs associated with cars are getting really (stupid) high,so people are tryin' to make 'em hold up over time! to keep costs down,and i believe the dealerships are feelin' the pinch! still! no excuse to treat ya like a bag of sh*t!

[Chen]

Man... sounds like a head ache.. but I am curious about what the dealer has to say... the dealer I bought mine from was totally crummy as well, and the dealer I go to get warranty stuff done at treats me like I'm a nobody.... dealers these days...

[StuAU]

Make sure you tell them what you want when you send the extra pics. Without that they can't have a resolution.

[Killerbee]

Not sure if things are different in my country from them in the US (I mean from a legal and cultural perspective) however I'd just call the dealership, and request an appointment with the boss (not sure what you guys call them over there, I mean the highest guy they have in that dealership)

Makes no sence to start emoraging in E-mails to the world when you havent talked to the boss of the dealership yet. At the end, you're just pissing them off, and, no matter if you're "right" or not, this will not help you solving the issue.

Go talk to the boss, and put the facts on the table. Make it with less emotion than in your email. A simple "that happend then, this one then, this one then" will do, because if they did something wrong, he will see it for himself. Ask him how he's oppinion on the case is, and what the possible solution could be.
Make sure you think about what you want from them, and what you're willing to agree on.

If they do not see any issues with their behavior/work, you still can go over them and pass it on to toyota itself.

In my experience things like that mostly can be solved with a "non emotional" talk to the boss of a place.


And dont get me wrong, nothing false about being pissed by what happened. Just being angry and furious does not help in sorting things out :-)

Good luck and keep us informed pls

[Chewie4299]

Originally Posted by Grishbok

The part thats missing from that, is what would you like them to do? You have stated your concerns, but you have to also supply what you would like to see as a remedy to make you happy with their service again. Leaving it open ended like that, if you were a service manager and read that, what would you think?

I left it open ended intentionally in order to give them options.

In my business when a guest makes a complaint it's best then they don't make a request because it allows us to start with a set of options that have a strong impact for the customer but minimize the effect on our profitability.

If someone comes in and says I'm upset and I want a full refund it's hard to get them to agree to something else. In my business a full refund costs much more than free product.

[Chewie4299]

Thanks for the input guys. It may seem like I'm overreacting in some folks' view but I care a lot about this car and had it opti-coated to protect the paint. I'm sure that with the proper tools the scuff marks on the hood will come off and the door ding is really small....

[MISTERLUCAS]

I work at a Toyota dealership and I see this all the time. People come in with a problem, we tell them what the problem is and all of a sudden we broke it or "blew water in the rear seat vent"(because all cars have those). Dude your mom's car's A/C overflow valve got plugged, happens all the time(see recent MotorTrends Lambo Aventador write up). It then leaked into her car(from the front) and made its way under the carpet to the back. The dealership didn't 'blow water into' the car.

You didn't write what caused her to be upset and how 'they took care of her'. If they provided her with a shampoo job I'd say thats over the top! They had no obligation to do anything. When you ask for them to clean the drain thats what they do, then you can't get upset about it.

As far as the tires are concerned, there is no reason for them to say nothing was wrong but then actually do some work.
'I cannot explain the air issue but I suspect the tires were improperly balanced and they corrected this.'-Good assupmtion, I'm sure it makes you feel better. My Tire pressure light came on 2 days ago, being the lazy S0B I am I waited. The third day, nice and warm, I came out to my car and no light on...FYI

As far as the TSB, good job blasting the dealership for something beyond their control. Destroys their numbers and makes them suffer. I'm sure that really makes them want to help you and your family...

So I'm still trying to get this straight, you have a black mark on your hood and door. I mean seriously thats the only legit complaint on this whole RANT. I hope they gave you a free clean.

As far as the rest: I always play Devil Advocate. I've had people walk all over me to find out later they were lying and makes me look like a fool. You 'think' it was the Civic next to you and you 'assume' they corrected the tire issue. I know you are writing your perspective, there may/must be more than what we read. And since you did write that all at once it may just get lost in the mix.

I'm sorry I don't gush all over and say you deserve a new car and that you were treated poorly because I don't see it. You HAD a legit complaint with your new car but used the wrong survey to convey the message. Now I'm sure you've pissed off a few people, especially because they know you.