so this just happened. - BL
so this just happened. I booked an appointment over the phone, days in advance for a standard oil change. I was told on the call that this would take a few hours, and that they'll shuttle me back home(pretty standard stuff so far).
When I arrived today, my service advisor, Assad, immediately began aggressively pushing upsells...a coolant flush, transmission oil change, inspections...blah blah blah... typical sales pitch I'd expect, which I politely declined multiple times. When I mentioned that I handle some of my own routine maintenance and didn't need the extra work, Assad actually had the nerve to condescendingly ask, "Well, why don't you just do your own oil change ?". at which point I just chuckled at the utter lack of professionalism. but I wasn’t gonna let his attitude ruin my day, so I confirmed for the 10th time that I only wanted the oil change I originally booked.
IT GETS WORSE.
Assad then flat out denied me the promised shuttle ride home. Apparently the shuttle service is only reserved for customers who pay for the "Toyota scheduled full service". well, as a lower class customer, it was clear to me that I need to leave immediately and reflect on myself on daring to book a service at such a premium location and only spend $150 for oil change.(ikr, lol).
My family has multiple vehicles and I've had them serviced at many dealerships, including other Toyota locations. I have never encountered such petty, toxic behavior. Baiting a customer with a promised service to get them through the door, and then trying to leave them stranded to disrupt their workday because they won't play ball?
Assad and this service department do not care about customer service, they only care about high pressure sales tactics aimed at innocent customers and play dirty when they realize the customer isn't a pushover.
This is the second time this place left a bad taste for me. First was a few years ago when I actually paid for the full service, and I was told I had to do a full brake replacement including changing the rotor cuz they "need to be replaced right away or I'm risking my safety". funny thing is, I literally just changed the brake pads myself a few months ago and barely drove that car(pandemic time). I thought after all these years and a decent google review, they must've changed. oh boy was I wrong...
Imagine what other tricks they use to improve their financials at the expense of customers... do they even perform some of services they claim they were going to do, but difficult for customers to verify?
Guys, take your money and business to somewhere else where you are still respected when not dropping $60K on a new car or spending $200 for a cabin/engine filter swap....
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