Originally Posted by hotrod53
Update 3/1.... all I can say is UN FRIGGIN BELIEVABLE!
I expressed my concern to my Service Manager last week as we expect 12" of snow tomorrow. This will be the 4th major snow storm this year and I have had my brand new 4WD for exactly ZERO of them! It's been in the shop EVERY FRIGGIN TIME... right where it sits today!
My Service Manager arranged for me to get a 4x4, I just had to pick it up on Saturday. I spoke to him Friday and told him that I had time in my schedule and I could come Friday, he said that it was reserved for Saturday. Not to make anything complicated, I said I'd come on Saturday.
Saturday I take my wife with me, we go to lunch, we drive the 22 miles one way to the dealership. I turn in my loaner and they get a lot attendant to drive us to another dealership down the road who has a Hertz rental agency..... now is where it gets interesting!
Hertz.... which in Swahili must mean A**HOLE, closes at 12 noon... no one told me that. I supposedly had a reservation, no one in the dealership could help me. I called Hertz's so called customer service, they said they were closed. Now my Irish temper begins to boil... after 20 minutes, I finally get a living breathing human, or at least some version of one. This guy's native language WAS NOT English... question after question, half of which I could not understand, many of the same asked over and over again. Super long story short, they had no record of me or my dealer making a reservation and no one can help me!
The lot attendant from my dealer drives us back to the dealer where I'm told all rental agencies are closed except the airport which is an hour away and they may not even have a 4x4. They had nothing on the lot that I could take, I ended up in the same Corolla that I hate and drive 22 miles back home! I was told that they could probably help me on Monday... which duh, is the day after the snow storm is supposed to hit. I told them that I will probably be stuck in my driveway having to take a day off of work, what makes them think that I'd be able to drive that Corolla to the dealership?
I think this changes things ladies and gentlemen..... It's about time to release the beast against Toyota and demand what I want. I have a great relationship with my Service Manager, but this time his staff fell on their face for him. Had I known that Hertz closed at 12, I'd have been there, even they didn't know that, they did try to arrange something else and couldn't, not their fault, I'm, looking over a lot full of 300 cars and I'm driving home in a go nowhere Corolla with a major snow storm coming and my brand new truck is sitting in their shop AGAIN, for the third time and for a total of about 20 days out of the last 2 months.
The only thing that changed is that there was poor communication about when you needed to pick up a rental vehicle. From your own narrative, whether or not there was a vehicle reserved for you is in doubt. Do you really think the service manager would knowingly send you to the rental counter without having made the arrangements?
Toyota doesn't control the weather, or Hertz's hours of operation. While I agree that the rental car issue should be discussed with the Toyota service manager, I see no need to "release the beast" and make demands. Do what you want, but be prepared to find out exactly how difficult Toyota can make the rest of this process. For example, I doubt there's any legal requirement for the dealership to provide you with a 4WD vehicle.