Dealership Service Rant

So I’m currently waiting at the dealership on this fine overcast Sunday morning for a routine pre-paid maintenance package that includes oil change, basic inspection and tire rotation.

I did mention I pre-paid for this service.

I get a text from the service writer suggesting I get a brake flush and mass airflow sensor cleaning - both of which I declined at this time because I have things I need to do today.

The service writer then says everything else looks great (ie. brakes, fluid levels, tires, etc) so I’m on my way to tackle the rest of the day.

Not so fast - I always check to make sure my tires get rotated and sure enough they hadn’t performed the service. I have a small scratch on one of my wheels so it’s easy to see if the tire rotation was performed.

After bringing this to the service writer’s attention I was informed that the tires are in good shape and that the technician saw no need for a tire rotation at this time.

I politely disagreed and stated I’d still like the tires rotated at which point the service writer was caught off guard by this very basic request and seemed a little inconvenienced.

I explained I paid for the maintenance package and always have my tires rotated at 5k intervals regardless if it’s perceived to be needed or not.

I was told they’re very busy today and that since my 4Runner’s service had been completed I’d likely be waiting a couple of hours for the tire rotation to be completed.

Well, that’s not what I wanted to hear and they likely thought that would be enough of a deterrent for me to say “screw it” and just leave without them having to perform my tire rotation.

To their disappointment, on principal, I said I’d wait for them to perform the tire rotation service that I paid for and expect to occur every 5k miles when I bring the vehicle in for its oil changes.

So, this afforded me some time to ent and share this dealership experience.

To bring this rant to an appropriate conclusion - the technician who performed the service on my vehicle left his wheel lug-nut-keys in my 4Runner. I politely went back inside to return that which did not belong to me - I didn’t even get a thank you.

Thanks for letting me vent!

 

Another dealership horror story

I used to work for a bmw dealer as a tech and the one consistent thing I've learned is if it cannot be done faster to move onto the next job without anyone noticing the difference, it will be done to skirt work due to flat rate work

I have always searched for independent shops since then in rhe event I cannot perform my own work (aka alignments)

 

Ooh, I see my key. Top row, second from the right.

Good on you to return these to the mechanic. And you would have gotten a thank you from him for sure. And I say thank you.

The tech advisor though....

 

Copy and paste that post to Toyota when they contact you about your experience. Dealerships live and die by review feedback to the manufacturer.

 

+1 on including this on your upcoming survey you are sure to be getting.

Surveys play a much larger role than most realize.

 

Damn your dealer service department is open on Sundays? Never in my life have I come across a dealer service department open on a Sunday.

 

Absolutely put it in the survey

 

same here, only sales open on Sunday

 

Curious how much you paid for this maintenance package? If it works out to less than $100 per oil change, the dealer isn't making money on the visit and is basically using this as a loss leader to sell you additional jobs (like that brake flush and MAF cleaning).

 

Sucks but it seems every dealership lately has piss poor service an similar stories. I had a bad experience at my local dealer. Now I use my local offroad shop, what a positive difference in customer service it been.

 

man I would never take my car to that dealership ever again!! I’m sure they put in their system that you’re a pain in the ass customer. I wouldn’t trust anybody going forward to not screw around my car once it’s out of sight.

 

This is not uncommon at all to find short comings with dealer service of any kind these days. I'm sure there are some dealers out there doing okay but how many people think that and are simply unaware of missteps?

One very common issue happened to me. I took my new 4Runner in for the first free service and found out what they did when I decided to change my oil and filter a few thousand miles later. I had to use a long breaker bar and wedge my foot against a tire to break free both the filter housing and the drain plug.

They clearly didn't follow the torque specifications and simply used an impact gun. I'm really surprised nothing broke. If they can't even perform the simplest of tasks with basic competency, they will never touch my 4Runner again.

The mechanics wages just haven't kept up with inflation and it shows. I doubt this is isolated as I've read/seen many instances of this.

As far as the mechanic leaving the lug nut keys in your car he's probably just on too tight of a schedule. I'd be more concerned with the quality of work that gets performed.

 

I have a feeling it’s either the tech advisor or management in general are the ones that should be fairly taking the blame.

Saying “we’re really busy so we won’t do a scheduled preventative job you payed for because nothing is bad yet” is really dumb to say, on so many levels.

They should just stop selling service agreements like this. I have a feeling they are just there to take advantage of the customer and the steal time from the mechanic as well.

If they sell these agreements, they should be happy for the money they get on people they can upsell, and accept when people refuse (and complete the jobs as promised in the agreement).

 

You falling for the pre paid service tells me you’re gullible to begin with.

 

Took mine into the dealership for the first “free” oil change. They didn’t change the filter. Then proceeded to get mad that I left them a poor google review. Since then I do all the service myself

 

That's uncalled for...

 

Stealership. I do all of my own work, always have/always will

 

agreed!

 

This is why I don’t even go in for the first complimentary services. It’s faster just to do it myself at home.

 

Makes him feel like a tough guy i guess

 

triggered
Vote for your boy Brandon to keep your feelings at bay

 

First i vote red, so you are an idiot for going there, maybe just try not to be a dick your whole life, not everybody has a place to change their own oil, doesnt make him gullable.... dbag

 

No need to be a dick.

 

Uncalled for, and funny simultaneously

 

How so?

 

Well I mean for one, it's just banter. Personally the first time I've brought the truck back to the dealer since the complimentary 2016 oil change, was this month for 96,000 transmission service. Had em do brake line flush and transfer case too. Was worried the entire time. I have everything I need to garage fluid service except drain pans or w/e, plus knowledge of brake lines.

And last time I got an extended warranty was my new fridge, then Sears went bankrupt and burned it.

So call me a d., I found the jab a little comical

 

Pretty sure he was calling that other guy that for being an ahole

 

I am actually taking my car to the dealer for a rear brake job. The service advisor gave me an official quote and a 'cash only' quote. I know the tech he has is very good because he worked on my EVAP code problem last year and solved it.
I feel if tech knows he is pocketing the entire compensation for the job he is doing, he would do a commendable job ( basically running his own independent shop but using the extensive facilities of the service center).
After all he was trained to work on my car.