I Need To Rant...

So let's get started...

I took my truck in for its 5000 mile service at the beginning of November. While I was there I asked if they could take a look at this rattling/static noise coming from the headliner towards the front windshield. So they did a quick look and they didn't know what it was. They asked if I could reschedule another appointment so they could have more time to look since this was supposed to be just a general checkup (totally reasonable) so I said sure.

The next week I take it back in at about 10am so they could take a look at it in more depth. At the end of they day they still don't know what it was and ask me to reschedule another appointment but the next one I needed to get the truck there at 7am when they opened so they could have all day because they would need to take the headliner out. Also at this time I had talked to the general sales manager at the dealership about stains on my running boards that won't come off and how they were there since I took delivery back in August. They apologized and offered to have them repainted at the body shop for free the same day as my next appointment and have both things done that day.

Picture of running boards:


Tuesday the 14th I took it in for the 3rd appointment and they told me it would be ready by the end of the day. Get a call from them that afternoon that it would not be because they were having to communicate with Toyota because it was a warranty repair. (I knew having all of this done in 1 day was probably a little optimistic, was thinking 2-3 days most likely) They tell me they will have an update the next day but were expecting to have it done that Wednesday the 15th or Thursday the 16th at worst. They hook me up with a rental car at this point. Also said they would make sure it got to the body shop for the painting before I picked it up since it had not that day

The next day they call me and say that they think they figured out what was wrong with the car (loose reinforcement bar in roof or something like that). They said because of this they have to take the whole headliner out and to do that means removing all seats, center console and more. They said now the goal was for it to be done Friday, Saturday at the worst because they had to get a new headliner and other parts.

Friday I get a call saying next week now

Saturday I go get some stuff out of my truck and took a quick pic so you all can see how gutted the inside was:



Tuesday the 21st I call them to get an update because it has been a week. Again they tell me the plan is tomorrow and reassured me on it this time.

Wednesday they call and apologize because they had just reinstalled the headliner that day and Toyota wants it to sit for 24 hours because of the new adhesive. Said I could get it Thursday but they were closed for Thanksgiving so Friday.

Friday I get a call saying the service department is all done with my truck and it was ready to go but they said they weren't able to get the truck over to the body shop to get the running boards painted and that I needed to make an appointment with them and take the truck back another time. They want me to pick it up that day and turn in the rental because the rental was only for the warranty issue. At this point I am getting furious. I call the general sales manager because he promised both things would be done with the truck when I pick it up. I told him about what was going on and how they wanted the rental back. He said to keep the rental and they would have the truck in to get painted on Monday.

Monday they call and say the painter was sick today so now Tuesday

Tuesday the 28th, 2 weeks after initially dropping the truck off, they call and say the truck is ready and everything was done. I feel so relieved its finally done at this point. I get there that afternoon after work to pick it up and they give me the keys and point me in the direction of my truck and I hop in, turn the key, click click click, battery is dead. Lost my cool at this point. The head guy comes out and is apologizing for this and all the other issues for the last 2 weeks and I calm down. They get the truck jumped for me and I hop back in and then notice something else. The drivers seat is messed up. It felt like sitting on a 4 legged chair with a short leg because it kept tilting side to side and making clicks as it hit each side. They must have reinstalled it incorrectly when they put everything back together. I loose my shit at this point and the guy keeps apologizing and goes back in to figure out what he can do. He comes back out 5 minutes later and says they would like to keep the truck over night. He tells me he will make sure it is the first thing they do in the morning when the service opens and that they are going to do a free total detail inside and out as an apology for dealing with all of this. Also says he will personally deliver it to me the next day so I don't have to drive back there again.

TODAY, Get a call that they were on their way with the truck. Ends up being someone else and not the manager like he said. And it was obvious that this truck was not anywhere close to being detailed. You could tell all they did was run it through the car wash, spray some Armor All on the tires, and shake out the floor mats. There were smudges on the windows, smudges on outside of car, dust on the instrument panel, dust all over dash, dirty floorboards, wheel wells coated in dirt,dust on engine cover, water spots, bug splatters, dust all over the place, hair from my dog and a lot of it which shows they didn't vacuum at all.
Here are some pics:








Oh and top of that they scathed my trim on my door here:


SO yeah I really needed to rant about all of this because I don't think I've ever been this mad and aggravated in my life.

 

did they fit the original problem?

 

Ugh...that was painful to read; I would be so aggravated too. I just wish more people were better at making realistic time estimates, keeping promises they make, and not making promises they can’t keep.

 

Wow, I would have probably **** someone by now if my truck was treated like that. I say you print this out, with pics, go talk to an attorney and take your truck back with the attorney info and call Toyota direct.

 

Is there someway to record your complaints to Toyota corporate and ding the dealership? I would've lost my shit too!!!

 

I'd pass on the dealer "detail," but expect that scratched interior piece to be replaced.

FWIW, those running boards can be removed in about 2 minutes, so if they wanted to have them painted while the truck was sitting with the headliner repair in progress, it would've been really easy to do.

 

Don't blame you at all. But...calm down, you're not helping anything by staying pissed off. This too shall pass, and all that BS. Honestly, I think I'd call corporate at this point. Maybe ask them to pay one month's payment, since they had it and not you.

 

They say it is fixed but it made that noise about 50% of the time I drove it and I have not drove it but 500 feet since they dropped it off to confirm that it is fixed.

 

That’s really a bummer man.... I’ve always had issues with dealers and them not following up or saying one thing and doing another and not solving anything. I get people are people and mistakes happen, but I’ve been in the mechanic industry for 9 years and I’ve never dropped the ball and I’m no where near perfect. A lot of people lack communication and good customer service or down right don’t care but pretend too. Sorry for all that head ache bro it pissed me off just reading your post. And the door panel push me over edge I wanna call and complain for you haha

 

WTF. Crazy man. That really sucks. Hopefully they make it right.

 

Or something for their incompetence and neglect to fix the issue and delay.

 

What dealership? So that TW members can "proceed with caution" when dealing with them...

 

I had something similar on my Lexus LX570. Repairs under warranty not done, and constantly being dragged along. There was no additional damage done like yours. Also I never have those dealer monkeys wash or detail.

I came home calmly.

• I gave 1 negative yelp review.
• I gave 1 negative google review.
• I then wrote 3 certified letters which documented my grievance, times, dates, and every broken promise.

One to BBB, one to owner of dealer, one to Toyota Corporate. Within 2 hours of receiving my letters, I received a call from Dealership owner. Within 3 weeks, I was offered a 100K mile warranty from Toyota Corporate, and a $500 dinner at a local steak house by the owner of the dealership.

I accepted both. Steak house dinner voucher was delivered to me in person via dealership driver.

Warranty paperwork with VIN was sent to me via FED EX, and it was updated for me on Lexus Drivers.

 

Why do you think they dropped it off? Because you would have inspected it before you left the dealer.

 

So when are you trading and what are you trading for?

 

Jeff Wyler Toyota in Clarksville, Indiana. Have to admit I would recommend buying a car there but not service obviously. Best prices by far of the 4 dealerships around Louisville, KY and southern Indiana.

 

Yeah get corporate involved. They owe you at least half a months truck payment, also I would demand the scratched interior part replaced, finished with them paying for a full detail with the shop of your choosing. I have a short fuse, this would have had me berating a manager in public in front of future customers.

 

Sorry to hear, that is one shitty dealer.

 

Is it me or have my expectations just dropped.

Other than some minor thing sI thought they did ok. Every sentence said "they called." A lot of dealers dont even bother calling and while their estimations fell short they did at least keep you updated.

Only thing I'd be bitter about is the scratch on the door and its an easy replacement.

 

I like your style!