Humor me while I vent.

So, a week ago I took my truck in for 15k Toyota care. Oil/filter and tire rotate and asked them to grease the drive line for me since it was nuts cold out and I don't have a nice warm place to do it my self. Sounds simple right? Well after I got home, I popped the hood because I was curious if they topped off the washer fluid. After looking things over I noticed that the oil filter looked like it hadn't been changed. Looking closer, I found no oil residue in the catch cup/diverter.
So, I called the dealership and asked for the service manager. I posed question after question to him and he asked me to give him 20 mins and he swore he would call me back. 10 mins later he called and explained that after asking the tech if the oil was changed, if the filter was changed, it appears the tech didn't do it and explained that he thought it was a synthetic vehicle so an oil change wasn't required. The service manager then told me the tech got his ass chewed and the SM offered to come get my truck and have the oil/filter changed and he would return it to me. I declined and stated I would return but expressed that I was less than pleased. He said he understood.
Upon arrival, my truck was immediately taken in by one of the master techs because I wasn't going to have the same service tech work on it (offered by the service manager). 15 mins later, my truck was pulled around front and the service manager came to talk with me at that point. He again apologized repeatedly, and explained that this should have never happened. He asked how I wanted to be compensated, to which I said that he could decide. He offered to cover oil and filter changes to 35k (2 more than Toyota care) and asked if I felt that was satisfactory. I accepted and left.
Yesterday, while we had a warm day I crawled under my truck to look at things after its first winter. I noticed the grease zerks didn't look like they had been recently been used. So, I grabbed my gun and checked. Sure enough, I was able to pump 4-5 shots with air escaping every time until new grease started to crackle out. Tomorrow I think I'll be calling the service manager again. Something needs to be done with that tech before he ruins someone's vehicle in my opinion. Am I wrong here? I have never had a problem with this service dept before and I have absolutely no complaints about the service manager or the way he handled the situation. Do you guys think I would be out of line calling the service manager and discussing this?

 

I do not think they ever grease the driveshaft. You just have to do that yourself... Nice catch on the oil, that's ridiculous. I caught my stealership not rotating the tires when they said they did.

The most ridiculous thing ever to happen to me was when I brought my old Mustang GT home from a Sears Automotive alignment and I noticed the jam nuts were loose and spinning free on the tie rod ends! I called them up and they said it was a safety issue I should bring it right back. I told them I ain't ever coming back to their shop and have kept my promise.

 

Sadly although it sucks that it happened, take it to another Dealer as I can assure you the Dealer or Service Manager could give two shits about you or your Vehicle. I mark my wheels, oil filter each time I go. And when I am given my slip of completion I don't accept the paperwork until they go outside with me and I check the things I have marked. Dealers suck, and Service sucks just as much.

 

Of course not.

Personally, what I think I'd want for 'compensation' is to just give me the oil and filters, and let me change it myself. Seriously.

I mean it's getting filled out of a bulk tank. I'd be skeptical that it's even synthetic. But that's just me.

 

Back in the day when I still had Toyota Care, I would use a screwdriver to etch the mileage into the top of the oil filter (ex: in your case I would etch "15k") as part of my post-toyotacare inspection. The job they do is pretty basic tho, never heard of them greasing the zerks.

 

I took my 2015 in for an oil change at three thousand miles and 6 months and they never did the rotation they always try to get away with it, its a pain for the tech.

 

Always write he date and mileage on mine in permanent marker. I trust NO ONE at a dealership. That way, I can be pleasantly surprised when they do what they say they will.

 

Pu-leeze. He has a lift and air tools. He gets paid for the work. If it's a pain for him, he needs a career change. To something where 'lazy' is acceptable.

 

Try a flathead screwdriver, easy to write and reads clear after 5k miles of dust. TBH I gave up on the dealership years ago and refused to go back except for warranty work, learned all my maintenance here on TW (oil change, 4x4 grease locations, sparks plugs, etc) and have enjoyed getting to know my vehicle.

 

The paperwork the tech was given spelled out CONVENTIONAL OIL AND FILTER CHANGE. I specifically asked the service writer about greasing the driveline and that was on the work order as well. Again, the service manager and the service writer were VERY disappointed. I've never had an issue with this dealership in the 11 years that I've been going to them with my various toyotas. I do think this is a tech issue and I feel the service manager should know. I know the new car sales manager very well, he is a close friend of my families. Hell, I haven't dealt with a car salesman in 12 years. I deal directly with him. Even though the 2 departments have nothing in common I was planning on talking to him as well.

 

I've luckily had some pretty good dealers in the places I've lived. I always brought my truck in for the free maintenance but now of course do it all myself. My biggest annoyance is when a tech puts his grubby mits on my inside door handle and steering wheel.

 

And doesn't wipe off any junk they leave on it.

 

I've had service managers offer to have the drive shafts greased...it never happened. I came to expect it and stopped going after my 15k service. I knew when I bought it that the "value" of Toyota Care was sales B.S., so I didn't even factor that in as a thing.

 

I bought my truck new in August and have 14.5k miles on it. I have read a thread like this every month on TacomaWorld.

My truck has not been back to a dealer, nor will it. I'd rather pay for my own oil changes than have to worry about the god forsaken dealer doing ANYTHING right. Toyota seems to have an atrocious dealer network. My time and mental energy can go to better things than having to mark tires and oil filters.

 

I rather enjoyed my 5 Service appointments with Toyota Care.

If you read the Toyota Care information it covers specifically:

Oil/filter Changes.
Multipoint inspection.
Tire rotation.
Fluids top off.

And that is it. It says nothing about greasing the drive line. I do understand the impression that they should do it. And excludes special operating conditional services.

 

I had a very short career working at Walmart doing oil changes and tires. Even Walmart is supposed to do greesing of fittings and know they guys I worked with did. I would think the dealers would do that under the multi-point inspection. But hey that's just me

 

I'm sure there are hard working techs in many Service dept all over the country but I can't chance it on a few potheads that that are there to get a paycheck until they find their next job. That's the reason I do my own maintenance from day one.

 

OP - you have a right to be pissed. In my 5 years of ownership I've only had one bad experience with one of those "potheads".....he didn't rotate my tires and spilled oil all over my engine/engine bay when removing the filter (seriously??) and didn't make an attempt to even clean it up. The Service Manager chewed the guy out in front of me and made him clean my entire engine bay. I have since switched service advisors and he makes sure a tech does the work on my truck.

Most places are reasonable and would want to make it right for a customer.

I do still mark my tires and use a sharpie to put a smiley face on the oil filter.....just to make sure. So far so good.

 

I read the same thing and called my service person to ask about the special operating condition items. She said to just ask her about greasing the drive shaft when I came in for my appointment. I did, she said she noted it and that she wouldn't charge me for it but it was never done.

 

Agreed. Inspection is just that. Looking at something they hope to tell you needs service, on your dime, but not actually doing anything. So no driveline lubrication; folks are expecting more than promised there.

However, on these non-dipstick automatics, it would be interesting to know how many really get the fluid level inspected. Or even the diff for that matter.