Toyota dealership ordered the wrong parts

Edit: for formatting. Originally typed on a cell phone.

Okay, so I got my 2016 Tacoma last week and ordered rims tires and a leveling kit with it (I know you can flame me for the leveling kit later). Well, this dealership is a good little drive from me at about an hour and fifteen minutes. I have driven back and forth a few times to get my floor mats that weren't there to Begin with and to finish paperwork etc.

Anyway, those times are on me because I could have waited. Yesterday I dropped my baby off and left in a "free" rental. I say "free" because I had to cover $25 insurance for the day. It's worth the gamble rather than paying a $500 deductible if something does happen. So I drove home in a 2016 tundra rental. On a side note I really enjoy the tundra. It's got a great engine. Anyway, I go into work at 5:00 am so I can leave at a decent hour to drive up and pick my truck up before rush hour, because the traffic will literally double the time here in Florida. I figure I'll call in to make sure it's gonna be ready around 3:00 as I start to head that way. I call and ask for the person I have been dealing with. It rings through then goes to voicemail. I call back through the automated system again and speak to the same receptionist. She puts me on hold to try to find him, then it rings through and back to voicemail. The third time I get the same receptionist and explain to her that I need to know about my vehicle before I drive up. She says she will find out and call me back. In five minutes I get a call from the guy I had been dealing with (presumably dodging my calls) and he tell me the 2016 needs an extra part, but they've already ordered it and it may already be there. He says he will call me back. He calls me back literally like 30 seconds after I hang up with him. He tells me they actually ordered for a 2015 and that they need a different kit for the 2016. Okay.... Shit happens and that's fine, but were you not gonna call me and tell me before I drove all the way up there? You know I don't live close.

Well, he apologizes and tells me to drive back up and they will give me my vehicle; then next Monday when my parts are in, they will give me the rental again and I can come back and get my truck next Tuesday. That's two extra back and forth potentially 4.5 hour round trips depending on traffic. It's really a nightmare here. I already had to leave work early a few times (which doesn't necessarily matter for me because I make my schedule, but they don't know this) and now I have to pay for insurance another day and gas back and forth again on top of that because of THEIR screw up. I wasn't having it. I scheduled this for this reason.

I called to talk to the GM and they said he was busy in a meeting. They told me they could have the customer relations manager call me back in a few minutes because she was on the phone. I wait an hour and no call back. I call back again and I get transferred to the original guy and he gives me the same runaround again tells me I can't keep the rental. I ask for a manager (I'm still calm and stay that way throughout) the accessories manager argues with me for thirty minutes and finally agrees to pay for the rental until my truck is done, but informs me that the insurance is an added personal preference and tells me they won't cover that. My insurance should cover it anyway. I explain that I don't want to chance a potential $500 deductible and that paying the insurance is cheaper than potentially paying the deductible. I offer that I won't get the insurance, but should something happen they would be covering the deductible. Same run around and no help.

I request the GM by name at this point once again and she says she will get him. Nope... I'm transferred to the original customer care manager that was supposed to call me back at this point two hours prior. I explain everything a third time and she will not budge. After going back and forth 30 minutes I finally say look, "I've bought two brand new trucks from you in the past three years... If you want to lose me as a customer over a few hundred dollars, then tell me right now and I'll bring this back and never spend another dime there". She explains again that she can't and says she apologizes but that's all she can do.

My last ditch attempt was to tell her that I haven't filled out the survey yet as I was waiting to see how this was handled. She asks to put me on hold for just a minute. She comes back after a few and says, "If I give you the rental and insurance at no charge until you're vehicle is ready, will you have been provided with a truly exceptional experience?" I say yes and she agrees to it.

The point of all of this is to ask how would you have handled this situation? I'm not super upset about the wait honestly. Just the fact that it's costing me time and would have cost me money. Does anyone think I am being ridiculous? If so, please call me out. I'm curious. I know they get rentals that they are supplying at a discount (besides the cars are only $9 a day) and because of the situation it's pretty fair IMO. Please share your thoughts on this? My biggest concern is a shotty job now that I've made them bend a little. Anyone else experience anything like this? Particularly in the southeast? I know everywhere I've ever worked we've gone over the top above and beyond for our customers. To me, this request is just really par at best. I've chosen not to include the name of the dealership just because the salespeople really did provide an exceptional experience and they don't deserve the negativity because of the issue at hand. Anyway.... Thoughts?

ADDITION: The GM called me today and profusely apologized. He said had he been there, there would have been no question about taking care of it. Now that they've agreed to it, I don't know that that's not just to ease my mind. I will say that I have personally dealt with him and he seemed like a genuinely good guy. Hence the reason I wanted to talk to him to begin with. I will post any updates.

 

It's the great wall of text...

 

On my phone. Can't really format. If it's too long, then I'll edit it tomorrow and format from the computer

 

The dealership ordered wrong parts.

Toyota didn't so anything.

TL;DR

 

That was a lot to type from a phone lol

 

No they did. After a two hour or so back and forth. Who comes on a forum and then says to themselves... Efffff this. I don't wanna READ! lol then don't read

 

Welcome to TW

 

hahah

 

No you're definitely right. I apologize for the text for sure. It's one of those things where I got off the phone still pissed off and now I'm sitting here thinking about it and I'm amazed they didn't want to help.

 

Also, it's probably helpful to note for anyone else with any problems that a mention of a bad review on the survey straightened things right up.

 

You're being completely reasonable to me! The least they can do is let you keep the rental so you don't have to drive back and forth, and of course pay for the extra insurance so you're not out of pocket.

Interesting that they care about the review that much!

 

I don't think you overracted. To many times companies forget the inconvenience working people are put through for their mistakes. I think the same way....it's my time that is being wasted and that's of value to me and my family and my employer.

Hope it all gets squared away next Tuesday for you.

 

Thanks. I'm glad at least someone thinks I'm sane. As I said, this dealer has been nothing but great in the past and all the way up through to this. I just think that age old saying that the customer is always right should prevail. I Found it very interesting that the review did that much. I think she called the GM ultimately, but those surveys must go back to Toyota Co. I have a feeling they affect allocation numbers etc.

 

can't you find a closer dealer for this 'extra' stuff? You aren't required to continue using the dealer you bought the vehicle from. For anything. UNLESS something was provided by 'them' (not Toyota) to get their hooks in you.

 

Thank you sir. I think blue collar people tend to see things eye to eye when it comes to this stuff. I'm not asking them to pay for my missed wages; which would end up being far more than this rental costs

 

That's the thing Bill, there's a dealer RIGHT here where I live, but I had already included the accessories in the financing. Now I'm stuck with them. I imagine you probably know both of the dealers being in Clearwater. The reason I bought the first one there was because I worked around there in the past. Loyalty brought me back.

 

I know how that goes
Like you mentioned in another post.
Just say you'll give them a bad review and they usually will bend over backwards for you.

 

I actually offered that as a solution btw. I'll drive up today and they can just work out a trade with my dealer in town to install the stuff. They weren't having it. I imagine that wouldn't look good

 

Well I actually read the whole thing... moral of the story, fuck dealerships. Every experience I've ever had with any dealership across the board has been garbage. I'm always surprised when people actually say they had a good experience.