Dealer 12000 mi. check

I went in for this last week and all was well as it should be for a truck with 15000 km on it. Last time I went they had it for way to long so I bitched and gave them a bad rating. This time was quick and easy. Guy comes out and says it needs a cabin filter so ok sure. He then said my rotors should be replaced for $375 as they were rusty. I said you have got to be joking it's only got 15000 km on it and he agreed. He said can I rate them a 10 and I said to him if you didn't mention the rotors. They are just preying on non informed people.

 

One of the problems with Toyota service is their propensity to financial penalize the order writers for bad reviews (i.e. anything less than a 5 or above average). Like they actually picked up a wrench and did the work?
Once I learned that this is how it works, I refuse to complete ANY survey about my experience with Toyota service. If I have an issue I take it directly to the service or shop managers in person (NOT via email or phone).
Customer satisfaction surveys are over-used and over-rated in MHO. Many organizations expect an above-average score even when their employees do just what they're paid to do.

 

If we don't mention the rotors, customers complain, if we do, they complain. It's rough for us.

 

I get that.
But does a rusty rotor mean it needs to be replaced? Perhaps a realistic recommendation can help.
My bride's former Avalon's rotors seemed to flash-rust constantly. It was almost an annual thing because the rust seemed to help to grind away the rotor and the dealership always wanted to replace (can't grind them as they would be too thin).

 

My 5000 mile Toyota care tire rotation took 3 hours. I honestly have no idea what took so long.

 

That must be a bad, busy, understaffed or just slow service department.

The place I take my truck to kept my truck for 90 minutes or less for the 5k, 10k & 15k servicing. I actually wanted to wait longer because I was busy stuffing my face with the 4 dozen different flavors of muffins that they offer to customers who are waiting.