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Rick Hendrick Toyota - Oil Pan Replacement Scam

2007 Camry - Complaint
Review by nathand701 on 2013-04-12
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
FAYETTEVILLE, NORTH CAROLINA -- My wife arrived at Rick Hendrick Toyota dealership, in Fayetteville, NC, for the 105,000 miles service to be performed on a 2007 Toyota Camry on April 5, 2013 at 10:30am. For the record, this was her third time bringing the car in for service. And each time, she had problems. From my wife experiences with this Service Department, I’m lead to believe this dealership tries to take advantage of customers--especially females--if you think they don't have a clue of what is going on. The car was fine when it went in for the 105,000 miles service. The maintenance light was staying on continuously so she knew it was due. When she checked in she was asked if there was any problem, she informed him about the service maintenance light staying on.
After checking in at the appointed time (10:30am) she caught a ride to the mall provided by dealer's courtesy shuttle. The Service Advisor was to keep her inform by phone and not to do any other work without contacting her. When she was at the mall, she never received a called. And when she called, she wasn't able to get through to the Service Advisor but she did leave a message. Upon arriving back at the dealership, she noticed the car wasn't ready. When inquiring about the status of the vehicle, no one could provide a clear cut answer. Well, to make a long story short, she was told the car needed a new oil pan. This was due to the threads in the oil pan being stripped.
Doing my conversation the next morning with the Service Manager, He basically told me that problem like that is normal for todays’ automobiles. He says the materials are much lighter and wears out quicker. So you tell me, with todays’ cars requiring less oil changes (my car every 5,000 compared to 3,000 in the past) that an oil pan can't withstand 20 oil changes. Even though this was a 105,000 miles service, the mileage on the vehicle was less than 104,000. I'm not the smartest guy in the world but I think Toyota makes a much better quality automobile than that. With that being stated, Toyota would have been out-of-business a long time ago. It seems like a cover up--maybe I'm wrong--but I doubt it. Generally, threads should never wear out on a drain plug or oil pan. Stripped oil pans are usually caused by: Over tightening the drain plug and/or cross-threading. Another point I like to make. Why replace the oil pan? Why not tap out the stripped hole to the next oversize and replace the drain plug with an oversize plug. Please excuse me...I forgot, your Service Department is where the dealership generates most of their income, so you have to keep the money flowing "By-Any-Means-Necessary". During our conversation, the Service Manager stated that he noticed the car been serviced there about 19 times. With that being facts, if your dealership was the one performing the oil changes over a prolonged period of time, the dealer should be responsible for the damaged oil pan threads. I have NEVER had a stripped oil pan, either by changing my own or having someone else performed the service. Then they had the nerves to present my wife with a bill for $550.00 for repairs. It was only when she balked at paying, when the Service Manager waived the payment. Now, you want to act like you done us a favor. I thought Rick Hendricks Toyota was more customer oriented than what they showed on this visit and two other visits that my wife have made…which I’m not going to discussed.
In the game of Baseball…three strikes and you are out. I’m in the market for a new automobile but due to unpleasant service provided by this Service Department, Rick Hendrick Toyota of Fayetteville, North Carolina has struck out with us. I will be taking my business somewhere else. In addition, this recent experience might be of interest to the rest of the local community---especially the Military community who is the backbone of this area. By the way, I’m a part of the latter…Retired and DOD Contractor employee. I wonder about how many Military members’ spouses have been taken advantage of or the Elderly who is very vulnerable. I have a feeling if I forward this on to the leadership of Ft. Bragg and Pope Army Air Field, they’ll be more than a little interested for the reason that so many personnel and their family visits this dealership on a daily basis.
I’ve always been told, “Honesty is the Best Policy”, but I think those guys play by a different rule. One other thing, don’t insult people intellect by telling them anything and expect the individual to take with no question ask. As mentioned before, the service appointment time was scheduled at 10:30am. Why was the car kept there for eight hours (until 6:30pm)? Was this some type of strong arm tactic…we have your car and you don’t have no other choice but to comply. I’m talking to the guys. Would you want your wife or significant other to go through this? And if it did happen, would you take it laying down or voiced your concerns? The bottom line is, I don’t like how things went down and I’m just letting it be known. I think this is an ongoing scam being conducted by this service department. After researching various web sites, there are three recent complaints pertaining to stripped oil pans. Thank you.
Comments:3 Replies - Latest reply on 2013-04-13
Posted by trmn8r on 2013-04-12:
Your complaint appears to boil down to your oil pan was replaced due to stripped threads, without notice to you, AND this shop did all (most?) of the oil changes. Then they say "don't worry about paying for it," which appears to be acnowledgement that they damaged it. I'd kick this place to the curb and move on to another dealer.

I have not heard of tapping a drain opening, but that doesn't mean it isn't done. One issue that would arise is that you have a non-standard size oil plug and copper gasket (if so equipped) afterwards.
Posted by Bill on 2013-04-12:
From my experience Toyota makes a half way decent car but the service departments leave a lot to be desired.
I rate Nissan and Honda as the best service departments (problems are resolved on the first try and they don't try to gouge you) and I've had experience with GM, Ford, Toyota and Mazda.
Posted by Marc on 2013-04-13:
Aluminum pan in car. can't be tapped. Who did the previous oil change? They are at fault. Most likely overnight enes the drain plug. The dealer has torque sticks to tighten properly. Jiffy lube and the like do not and are notorious for this. If the dealer did the last one it's their problem.

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