Trouble with My Dealership (Service Related)

[gily25]

This totally sucks...no one should be treated poorly...the tech should have acknowledged he didn't know about the engine because it was new, not because it was another brand, the woman you emailed should have politely emailed you back to say she was in receipt of your email and would be in touch when she had time to consider her response (or something to the effect). However, you need to understand that your expectations are based on your industry experience (client service dependent environment) and you want them to be perfect (I know this only too well, I'm the same way). The real problem is too many owners just don't give a shit about water on their floor or a door ding (see the parking thread "over protective" where people chime in about how it's just a $28k car at best), it blows my mind b/c cars are freakin' expensive but people don't value what they can afford, only what is out of reach. Your dealer has merely lowered it's efforts to the expectations of the masses.

My advice...sometimes it's better to pick your battles, since you may need to go there again in the future...call her as a follow-up and calmly ask if she got your email. Express your intentions to go to another dealer (you probably already have one in mind but don't mention it by name). If her response expresses interest in keeping your biz then they're probably worth a second chance. It's not as though you can ask for a free oil change and I don't know what else they could offer you in that price range not included in your Scion service package.

Some rubbing compound should take the scuffs out and depending on how much of a ding the door mark is, you may be able to blend with a touch up. Try A Marvelous Carwash in Middletown, they don't look like much but every car we've taken there has come back with a better than showroom shine and they recently used touch-up paint (we provided) to fix a bumper blmeish in our Lancer, if you didn't know it was there you would never notice. I plan to take the lil car there in the Spring for a clean-up.

[Chewie4299]

Originally Posted by 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.

You did not read.

I explained things from my perspective because I was not provided any further information from them. With my mother's Matrix they kept saying that there was nothing wrong until the point where I was able to pinpoint the source of the smell and the cause and only then did they offer to look into it and, yes, they did shampoo the carpets.

I did not blast the dealership publicly (until I posted here) and did not fill out any surveys suggesting they were anything less than stellar. The reviews I quoted were from BEFORE when I was beyond pleased with how they took car of me. I wanted to show them that I am what is known as a 'promoter guest'. The best kind. And I was displeased with my recent experience.

I sent this message to them and them alone. Their lack of response after a week led me to followup with them and post here.

I do not want a new car. I just want my car cleaned and the scuff marks removed. I'd do it myself if I had the ability to do so right now.

[DanoFA20]

Originally Posted by Chewie4299

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.

i too hgave the chirp but since my best friend works at a toyota dealer a a tech the A techs said there is no fixed part for the pump yet. when it comes it he will let me know since all the part #s are identical still. my dealer iwent to was fantastic and many people i am friends with go there on the regular for service and for purchase they have very polite considerate professional business people.

i can understand your frustration. but again like stated take a deep breath. id call up the dealer ask to talk to the head or ownhanchoer of the dealer. tell him what happened hand how you are disappointed in the service in short terms. and say id like the ding taken out and the scuffs to be buffed out. if they cant be buffed out. please either have the painter at the dealer or any body shop they use to either recoat the clear or give you a new hood if its that terrible which im sure i would do the same thing.

best bet is if you go in with a cool head and say id like this done and this done. im sure they would accommodate you if not then call Corp. and say the dealer is doing nothing for me and damaged my car due to negligence thats my best advice.

[titan_rw]

Originally Posted by Chewie4299

I do not want a new car. I just want my car cleaned and the scuff marks removed. I'd do it myself if I had the ability to do so right now.

Sorry to bump an old thread.

Did you get the scuff marks removed? What about the door ding?

I can see the dealer claiming the ding was there when you brought it to them. It's your word against theirs that it happened while it was in their care.

[jmaryt]

Originally Posted by 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...

can't say to a certainty,however,i suspect the dealers MAY not be getting compensated for warranty work performed right away from corporate.IF this is so,it my explain,why they really don't care,and act indifferent...just sayiin'

[jmaryt]

Originally Posted by 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...

Originally Posted by 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.

why should he care if he pissed them off? they didn't mind takin' his money!
$25,000 or better! IF he has to deal with indifference,then corporate NEEDS to take a look at that! he has a right to deserve to be treated with a measure of respect. he chose to spend money for a product with them,and he should have his warranty concerns taken care of too as timely as is possible by the dealership! after all,what f**king asshole would treat a customer that way just because he has legitimate concerns over his $25,000 car? i'm glad i am not any where near these "'clowns",because i would cook 'em with toyota corporate,and the bbb...just sayin'

[wbradley]

I read most but not all of this thread. That huge email is a nightmare for the recipient. I would have kept it straight and to the point. It's not a court case and there is just too much info.

State the issue, request the remedy. Then, balls in their court.
The way you did it, this woman is probably hiding under her desk.

[jmaryt]

sometimes "being diplomatic" doesn't work! stronger measures may be in order!
just sayin'