Toyota Care & Dealership Issues

I was promised the ToyotaCare last April when I purchased my Taco. Of course, I never received anything from the dealer or Toyota US. Every time I asked I got the same excuse "Toyota is slow". I even contacted Toyota US but they blew me off and placed the blame on my dealer. It's not that I can't do my own maintenance but the principle of the matter.

I've done 4 oil changes since last April. I always write the date & mileage on the filter so I can tell when I'm due for service. Last week I took my Taco in for warranty service on the AC unit. Before I left the dealership I checked under the hood and my OEM filter, that I always mark, was gone. I went back to the service desk and asked what happened to my filter. They said I was due for an oil change under the Toyota Care plan. I said I never received any info from them and I did all my own maintenance since last April. I asked them to get me my old filter and showed them that I changed the oil last Tuesday.

I told them to provide me with a new filter and 5.5 quarts of Mobil1. The Service Adviser laughed at me. I don't like being treated like a 4 year old so I asked for the Service Manager. He wasn't much better. He said they weren't replacing the filter or the oil since I was under the Toyota Care contract. Explaining the issues to him was a mute point.

By now I'm pissed off. I asked to see the General Manager. I explained my situation to him and again asked for a new filter and Mobil1 oil. I also put my oily filter directly on his desk to make my point.

The GM asked why I didn't ask for a manager when I couldn't resolve my issues last year. I told him I did ask for a manager and when the "manager' came to see me he seemed put out that he had to talk to a customer. He refused to give me his business card or even shake my hand when I introduced myself. Again this 'manager' stated "Toyota is slow." The GM then sighed and apologized for the manager that has since been fired.

The GM wasn't going to make this right. He stated my Taco is under Toyota Care and that it's my fault for not properly using the plan. I stated again that I never received anything from Toyota or the dealership since last April. He sighed again and told me to take my filter and leave.

On my way out I reminded the GM that it's against the law to perform work not authorized by the customer. I asked him to see the work order that I signed giving them authorization to change my oil and filter. This got his attention.

He called in the Service Manager and told him give me another filter and 6 quarts of Toyota synthetic oil. I said no, I only use Mobil1. The Service Manager, now being a smart ass, said take it or leave it. I said, no, you will replace what you weren't authorized to do. I asked the GM if he needed receipts for the Mobil1 that I've purchased over the past 12 months.

In the end they gave me 3 oil filters, 3 air filters, and 3 cabin filters to make up for the Mobil1.

I told the GM that it will be a cold day in hell before I come back into his dealership and these issues will directly affect my next vehicle purchase.

 

Damn........that's messed up, there are horror stories on here from people using the Toyota care and they try to screw you for not using it. Damned if you do and damned if you dont.

I recieved my Toyota care in the mail about 2 months after purchase, it was a letter with the little key chain cards like you have from the grocery store. Haven't used it yet, only had the truck about 4 months now and at 2500 miles. Have been debating about using the "free oil changes" or not. But I was told from the dealer that it was on record in their computer system and wouldn't get anything, just to take it in when due.

 

In my opinion, there's no reason to fight it. Let the free oil changes, tire rotations and inspections run their course. - then afterwards change your oil whenever you want with whatever you want.

i save all my receipts and everything. If my taco comes down with premature engine trouble, i can tie it to the dealer work in a snap -but not if I did the work in my driveway. I see it this way:

I have the means to work on my truck but dont want to as this is my first new vehicle purchase and I have both a warranty and sevice plan with the dealer. back when I had my mini cooper, i did all my own maintenance and man was that car a BITCH to work on.

Point is, i'd rather them shoulder the liability. If I work on my truck and make a mistake which causes a major problem, i am SOL. If the dealer makes a mistake, i get a new truck or extended warranty.

However I feel for your situation. I always read the scope of work before taking my truck in and it sounds like they snuck in the oil change on you. Crappy Crappy.

 

It's not about the free oil change, it's about me wasting money on something the dealer never delivered.

 

FYI, Toyota Synthetic oil is made by Mobil. So they gave you a filter and oil change and you bitched at them for that? Next your complaining that you have been doing you're own oil changes for awhile; why didn't you bring this to their attention awhile back?

 

I did, many times. I even took the issue to Toyota US but they referred me back to the dealer.

Next time please read the post in its entirety.

 

Well with your attitude I can see why the dealer blew you off. You performed a year of oil changes, and the one time the delaer does on for you, you blow up on them. Maybe if you didn't come off like a jerk, you'd get better results.

 

I was a jerk because this was the sixth time trying to resolve this with the dealership.

I have every freakin' right to be a jerk.

 

I bought my truck in Orange, but I'm going to get my service work done in Houston as I've scoped out a few potential dealerships and found the most friendly/helpful guys who actually know what they are talking about.

Not all dealerships are created equal, and this is a good example of that.

If you have a nearby dealership to try instead, I'd take it over to them and give them a chance to earn your business, and potentially your next vehicle purchase when that time comes.

 

You're right and the 1st amendment protects you. Then when that fails, the 2nd amendment isn't far away

Your situation didn't sound fun, what with all the he-said, she-said bullshit.

 

I can understand your anger at the dealer doing an oil change without your consent, but you got fresh oil and a filter...did they put to much oil in? Did they skimp on the oil? Did they forget to put the filter back on? If you complained about not getting your Toyota Care paperwork for the past year and they finally give yo ua free change I think you should be thankful. I can see why the dealer laughed at you. Acting a jerk might make you feel better, but in the end it gets you nowhere. I'm sure the dealer could care less...you're just another a-hole customer they don't have to worry about dealingwith anymore. Now you have to go somewhere else to get your truck worked on. Hopefully there's another dealer nearby.

 

Don't let one dealership affect your purchase. Toyota makes a good product so does Honda. Everywhere has their faults and you should bring ur concern up to the Customer Experience center

Customer Experience Center
If you'd like to discuss your experience or share your comments, Toyota's Customer Experience Center representatives are happy to assist you. Phone: 800-331-4331
Fax: 310-468-7814
Mon - Fri, 5:00 am - 6:00 pm PST
Sat, 7:00 am - 4:00 pm PST Or send correspondence to:
Toyota Motor Sales, U.S.A., Inc.
19001 South Western Ave.
Dept. WC11
Torrance, CA 90501

You have a valid concern and reason to be upset and if they wont listen it is up to you how far you take this but there is always the news. There are plenty of other ways to get heard and I am sure they will listen

Just remember......we catch more flies with sugar and honey when u do with vinegar and water....so no matter what the nicer u are the more result u may get (not saying u are not nice)....it also confuses people.....

Good luck

 

The 1st amendment protects you from criminal prosecution. It doesn't do anything about a service manager who doesn't want to help you anymore.

I had my first service done on my toyota before the little keychain thingy came in the mail. All you had to do was call the dealer, make a service appointment and from either your name or VIN, they know you qualify for the free service.

 

OP-find another dealer or they will treat you like crap every time you come in.

 

I have heard this type of quote many times, but it only gets you so far. I can be and am nice up to a point until I see I am not getting anywhere and get fed up. RARELY has the being nice thing worked for me. Every now and then it works but most of the time I have to rant and rave to get what I think is fair. What ever happened to the customer being right? This is not aimed at Toyota or anybody in particular for that matter, just sayin.

 

Unfortunately kindness won't take you far unless paired with affirmation and confidence. Being kind alone and expecting good results is futile; many people will just walk all over you.

 

Good job op.

I was promised the ToyotaCare last April when I purchased my Taco. Of course, I never received anything from the dealer or Toyota US. Every time I asked I got the same excuse "Toyota is slow". I even contacted Toyota US but they blew me off and placed the blame on my dealer. It's not that I can't do my own maintenance but the principle of the matter.

It sounded like you have asked not only the dealer but the Corp also and they all failed to inform you that you can bring your truck in and still receive the toyotacare service. It was the same for me when I bought my truck. I was due for the first oil change but I don't have the coupons. So I called the service dept. And the service manager told me it was ok to bring it in and they would honor it anyway.

 

Since when do you need coupons to get Toyota Care service? We hav ea 2011 Sienna and we just took it to the dealer to get the first service. They looked up our VIN and voila, we got our free service. Oh by the way, this wasn't even at the dealer we bought the car at. When we bought our van, the dealer even told us it might take awhile to get our Toyota Care package, but this wouldn't affect us getting Service.

 

My bad for not making it clear. When I said coupon I meant Toyota care booklet for oil change. And your making the same point as I am. The op was talking about not gettin his booklet which led him to believe he is not entitled to utilized it. Which is why he called the service(dealer) and corps. Each one of them failed to tell him that he don't need any coupons Or booklet for toyocare.

 

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Unfortunately each Toyota dealer has its' own personality. Having owned many Toyotas and having dealt with many dealerships, you go further with them by keeping your cool. You don't have to give in, just keep your cool.

With all that said, yes, I have gotten very upset at several dealerships, but always got what I wanted in the end.

FWIW ... I have the 2 year oil change plan on my (just purchased) 2011... but I will do ALL of my own routine maintenance. I don't like the dealership doing the little stuff, only take it back for warranty work and the bigger things that I can't do.

Free products & services are not good if they make you crazy or anxious ...
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