What happen to integrity with dealerships

I recently had a bad experience at my dealership. IRA Toyota of Milford MA was recently sold to the conglomerate DCH Toyota. They were trying to scam me by up selling me parts/services (lower control arms) that I didn't need to the tune of $1600! I knew front end was fine as I had the brakes done a couple of months ago and front end components were checked out to be good. After the $1600 quote, I brought the truck to TWO different independent repair shops that BOTH confirmed that the front end of fine. It passed state inspection with flying colors. The delaer then charged me a $100 fee for their bogus diagnosis. My 2008 had been to the same dealer over 30 times for oil changes and regular maintenance in the 9.5 years I've owned it. They repay my loyalty by trying to screw me. I'll never go back.

 

My only questionable thing about Toyota of Somerset, Ky. is they are trying to get me to change the transmission fluid at 145K and change the coolant and put in a new thermostat, even though mine works just fine. I bought the truck with 109K on it from a different Dealership, and I do have to wonder if the Tranny fluid WAS changed as part of the pre-sale maintenance that a dealer does. The transmission shifts just fine, and I think the coolant is fairly fresh since I had timing cover gaskets done at 118K under the vehicle Warranty, so I am thinking the coolant was changed when that was done. Not sure if I should go ahead and have the transmission fluid changed at the next oil change, or what...

 

I find that the smaller the dealership, the easier they are to work with. Not always the case, but I always shop around and find that the dealerships outside the big city I live in are always easier to work with and more willing to work on pricing.

In terms of dealer reviews, I look at it this way. If you treat me like shit during the buying experience, then expect me to take care of you on the survey... you can go F yourself. The dealers create the adversarial relationship with their stupid sales tactics.

I dare the sales manager to call me and curse me out after a bad review. I have friends at a local television station and would be all too happy to make it a public issue. I am that guy who will spend hours calling Toyota corporate to find someone who will set the sales managers mind right.

Treat me fair and you'll never have a more loyal customer, but don't dick me around and expect me to play nice. Homie don't play that.

 

any good dealerships between Spartanburg, SC and Charlotte, NC?

 

If someone called me and gave me shit about giving them a bad review that they earned, oh boy the shit storm that would follow. I fought with Sony for about 6 months for something, and did not give up until they fixed the issue. I did this over a 1300 dollar tv, dam right I would over a vehicle. I also like how they try to buy you off to get a good survey. I got an extra 300 bucks off my new truck due to this, they still got the survey marks I felt they earned, but I did note the 300 bucks extra off.

So, should I complain about no free beer or Whiskey?

I am not a fan of IRA anymore. His son took over and things changed. Ira sold me my first Taco, and I would buy from him again. Nice pleasant guy, yes he wants to make money, but didn't make feel like that was the only goal. In my purchasing times, I have written to both Ira and this time his son about the tactics the sales folks tried to use. Both times, I got what was fair. I have no issues with the service dept. Feel I have always been treated fair, although they do charge too much.

thats how I see things. I will stand by any place that treats me fair and takes care of its consumers. One of the reasons I stayed with YOTA, they took care of me when I had my first taco and the frame was crap.

 

Additionally I'll recognize that everyone has a bad day or sometimes screws up. I'm sure as heck not perfect. So I'll give a place a chance, letting them know what happened in a mature manner and how it needs to be resolved. When they own it and make good they earn my future business, unless they make a habit of screwing up. Make excuses and try to sweep over it and I'm gone.

 

While often true, I'd suggest not assuming it to be universally true. I've seen it go each way.

Recent example: A year or so ago my wife's Rav4 needed new tires. Surprisingly the dealer near her work priced a set of Michelins lower than either Sams or Costco or the couple other shops I checked. Had I dug around I probably could have found slightly lower pricing, but the convenience of location and the shuttle to/from work made it worth going to that dealer.

When I had a valve cover gasket replaced on my old 4runner, independent shop price was pretty close to a dealer price I had quoted. Ended up using the independent shop for reasons of situational convenience, but the pricing really was pretty close.

I've also seen a dealer quote me a ridiculous price on something. And an independent shop quote pretty expensive too.

All I'm saying is check, don't assume.

 

I was a little amused that about 2 days AFTER I got my last service done at the Dealer in Somerset, oil change, tire rotation, fluids filled, etc. that there was a coupon in my mailbox with a "Service Special" for the oil change, tire rotation and so forth. The "special" price on the coupon was actually $5 MORE then I was charged for the exact same service! Hummm...

 

I work at a car dealership and I'm sure that for every customer that loves us, there is a customer that hates us. We all do the best we can, but it's impossible to please everybody. Especially when dealing with items that cost tens of thousands of dollars and can cost thousands to repair.

 

I bought a new 2016 4Runner due to all the problems with the Taco. Problem was, I never liked driving the 4Runner. It was like being cocooned in blimp. After 2 months I returned to the the dealer and worked out a deal to have them buy the 4R in exchange for a 2017 SR5 AC. I've never looked back. I love my Taco, and will deal with whatever comes up. The sales manager Art Taylor at Greg Miller Toyota in Lemon Grove CA bent over backwards to make this thing work for me. I had a doctor caused stroke and lost everything. Nil credit. Yes, there are dealerships that leave a lot to be desired. I was lucky.

 

thank you all for your experiences. glad to see some are still good. im sure there will be more about dealerships

 

HAHAHAHA, you said INTEGRITY and DEALERSHIP in the same sentence....

 

Thats one of the hardest parts for me when filling out those surveys. It's been usually related to *that* service experience and advisor. They are great, but my truck is still broken. WTF am I supposed to do about that? I've been giving them good reviews, because they have been very helpful (after a very bad initial interaction with a shitty advisor). But my truck isn't getting fixed.

I guess I'll just wait until the next one from corporate comes out about how I like my truck.

 

Dealer closest to me lost all credibility. Then somewhat earned it back.
I was there to pick up front bed rail and saw the sales guy I was going to buy from until a different dealer offered me a better price. I said hello and the sales rep gave me the most bitter hello back barely even looked at me. Really pissed me off. Considering he told me expect to pay $2k over MSRP why would I buy from him? I've run into former employers that I quit on because we didn't see eye to eye at suppliers and we still said hello and were adults about it even when with one we completely bombed three bridge together. This sales guy acted like a child.

But the service department was nice. Asked them about getting my bed aligned it's 3/16th out. Can't see it but I measured since it was a known issue. Service told me, better to leave it because if I try and have such a small difference corrected it could be worse after. Which I agree with.
Seems like how VW was with me. The parts section at the dealer I bought from were smart guys and helpful. Service and sales were terrible though. The closest dealer though was decent for service aside from one guy.

 

I work at Toyota in Ranch Santa Margarita, CA and am currently a Porter so I get to see everything from people pulling up, talking with service writers, techs working on the cars, how the sales side works and all that good stuff. I can't speak for other dealerships but our dealership has 4 other toyota dealerships in about a 30 mile radius and we are constantly pushed to be "better than the others" in the customers eyes.
When you come in for service it will really depends on your attitude and how you walk into the place, if you walk in with this attitude of "the dealership is trying to rip me off so I have to be a hard ass to try and get a good deal and prove I know what I'm talking about" then we will just ask you to leave. If you come in and act nicely towards your service writer and talk to them about your concerns with your truck or even about bringing it to a dealership they will work it out with you and make everything as easy as possible. If your nice to your service writer all it takes is a "hey is there anyway you could give me the discount price on a rotation and oil change" and 10 times out of 10 they will and if you keep coming back to the same service writer it gets easier and service gets better. I will admit though that if you drive a tacoma with big old tires and your still on stock UCA's and ask for an alignment with your service we just have pre printed sheets because there in no way we can get the alignment right.

 

Go see the service manager or GM at this dealer, get your $100 back and some free service to make up for your lost time.

 

Dealer employee here. We take surveys very seriously in all departments. The problem is the surveys themselves. They are not fair. If the person filling out the survey does not give top marks or perfect score in even one category, the dealer and/or dealer employee receives a score of 90% or less. You need to keep your average at 94% or better to be certified in sales. So 10 questions, you give a "10" on 9 questions and a "9" on one question the dealer and dealer employee fail the survey. Your point about not differentiating between departments is also true. People hold grudges.
I once got a bad survey from a guy who I sold a 2010 taco. He gave me average scores on everything and complained on and on about how dealers suck and kept referencing how he got screwed over buying a dodge in 2004. He got a invoice deal in 2010, no trade and did his own financing. The best part is he was friends with the sales manager. Took me months of perfect scores to get back into the passing zone.

 

+1 on that.
Labour rates are almost always more but at times OEM parts can be cheaper than aftermarket.
Had the same thing with my jetta. Needed a new battery, all local parts stores that had either aftermarkets or their own generic brand (Kirkland, Motomaster etc) were significantly more than buying it from the dealer.
Many seem to avoid dealers for parts thinking it will be more. Not always the case.

 

I started my career as a porter for Toyota and man did I see some pissed off customers in my time lol

 

Employee at toyota*
We get paid 20 bucks for every positive review that mentions our name in it