This will be long, but worth it, please read before going in for service!!
I got a check engine light in the middle of September 2014, I had a friend read it with a code reader you'd get from any auto parts store, and had to Google the code to find out what was wrong. The code said that I had an "Air Injection System" problem, and everything I saw said the repair would be north of $4000. I took my vehicle to a local auto shop, told them the code and they checked into it more and said I needed a $500 part, but suggested I check with a Toyota dealer as they were sure this was a known recall issue and could be fixed at no charge to me.
I chose Crown Toyota as they're the closest dealership to where I live. I firstly spoke to service advisor Josh Williams, seemed helpful but was away from the office for the few days after our initial meeting so he passed me off to Jordan Mikolash. As soon as I mentioned the words warranty or recall, both Josh and Jordan shot that idea down very quickly, didn't even entertain the thought. They performed a diagnostic, which didn't cost me anything because I had given them the error code, a nice gesture on they're part. I received a price quote on September 20, 2014. The quote was for 16 parts, and a total of $4062.33, before labour and before taxes, well over $5000 once both those are added. Somewhere in the next two or three days I went to the dealership and spoke to Jordan and a parts guy, whose name I don't remember. Another employee, whose name I also don't remember, overheard this conversation and he decided to go have a look into whether this could be fixed under warranty, he was gone around 20 minutes and came back to say that he found a notice and that him and Jen, the warranty administrator, would apply for warranty work for me. Jordan called me on September 29, 2014 to tell me that Toyota had approved my warranty work and that the parts order would be put in later that day. I waited 5 weeks before contacting Jordan again, I went to the dealership in the first week of November 2014 and Jordan told me that they were still waiting for the parts to come in from Japan, he also told me that he would be quitting later that week and I would have to deal with Josh from now on. I waited a few more weeks and went back to the dealership in the first week of December 2014. Josh wasn't at work that day, so I spoke to a parts guy named Matt and he found my name and my diagnostic and parts quote in the computer records, it took him a while to find everything and I finally asked him if he could see that the parts were at least on order, he said he could see that no parts had ever been ordered for me! I waited a little over 2 whole months, because Jordan kept lying to my face! If he was still working there, I would expect that he would be fired over this. Surely this dealership wouldn't keep an employee who lies to their customers, right? How many other people has Jordan lied to?
I spoke to josh two or three days later, for some reason he again passed me off to another service advisor, Dale Stanley. Someone checked again and yes Toyota was still going to fix it under warranty and the parts were on order now and I got a scheduled appointment date. I dropped the vehicle off on the night of Monday December 29, 2014 and throughout this whole 3 month process was being told it's a 1 day job, foolishly I believed them, 2 parts ordering delays and 10 days later, I got my truck back on January 8, 2015. Yet there was more problems, the parts list on the invoice I received only came to 7 parts, less than half of the parts quoted to me when I was going to be the one paying. I went back to the dealership on Jan. 9 and spoke to Josh, he said he'd check with Dale on Monday and call me. No one called me so I went back to the dealership on Monday Jan. 12 and spoke to Dale. A parts guy, Blaine Unger, who I had spoke to briefly about this whole situation a month or so ago overheard and mentioned that the original parts list contained parts that were incorrect for my model of truck, so either Jordan requested pricing on incorrect parts, or a parts guy named Chris priced a bunch of unnecessary parts, either way, that doesn't give me confidence in the parts guys or service advisors abilities to do their jobs. Dale showed me the notice from Toyota regarding this known issue and I noticed that even that parts list contained roughly double the amount of parts than the service invoice did. I asked Dale why that was and he said that the notice parts list was a list of possibly affected parts, and that each individual repair of this issue was to only have the actually affected parts replaced. So Toyota recommends changing upwards of a dozen parts, and had I had to pay for this, I would have been told to replace all dozen parts, just to be safe. However, since Toyota had to pay for it themselves, they get to replace only the parts that are not working?!?!
Dale told me that Toyota will not go above and beyond fixed only the affected parts, I responded by saying that going above and beyond was the only way you were ever going to come close to keeping me as a customer! If I had to pay the bill, Toyota would have insisted that I go above and beyond, as evidenced by the 16 item parts quote, for safety's sake, however they wont follow they're own recommendations and advice?! To me, Toyota has now knowningly left possibly defective parts in my vehicle, and I'm supposed to have faith in the repairs they did actually carry out?
In summary Crown Toyota tried to sell me over $4000 worth of parts, when in reality they only replaced less than $2500 worth. What this dealership has gotten away with is disgusting and extremely disrespectful!
I also did some research on the parts, the exact same 16 parts from the original September quote, if purchased from toyotapart.com, would have come to a total of less than $2000, the markup on parts from this dealership is ridiculous!!
This issue cost me nothing, and yet I was treated very poorly. I never yelled or got angry, not at the price or the numerous delays in the repairs. I did get visibly disappointed and upset when discussing the differences between the warranty notice parts list and my original quoted list.
I will never buy a vehicle from this dealership, if this is how they try to get extra money on a bill under $6000, I can only imagine what they'd try on a $30 000 plus vehicle!!
After the way I was treated I will also never take a vehicle here to be serviced, I clearly caught them trying to sell me parts that either they knew I didn't really need and/or were incorrect for my model of vehicle.
I Recommend This Dealer:
Josh Williams, Dale Stanley, Jordan Mikolash
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