Toyota Motor Corporation Complaint - Terrible Service experiences in metro DC area
WASHINGTON, DISTRICT OF COLUMBIA -- I have a 2005 Toyota Matrix. I am happy with the car itself for its utility and gas mileage, however, with two different Toyota dealerships that I have been to for regularly scheduled service, as well as for warranty items, my experience has been terrible
My first experience was with Jim Coleman Toyota located at 10400 AUTO PARK AVENUE
BETHESDA, MD 20817. I went in for my 30,000 mile service, along with a warranty issue (interior moon roof trim coming off). The service representative was polite, but was giving me completely false information. Of course they were "all booked" even when I made the appointment a week in advance. They charged me $150 ABOVE every other dealership in the area (I checked afterwards) for a total of around $550. I had also complained about a noise coming from the clutch. of course, everything was found to be "to factory spec" even though the noise continues. They also added all sorts of extras (wiper blades, air filter for cabin and engine, etc. etc. that I had not requested). To top it all off, when I went to pick up the car, I had to wait over 1 hour to get my keys back. The moon roof trim was STILL the same. I showed it to the person and he said well lets reschedule another time for you to bring the car in and we'll take a look at it. I decided never to go back
My second recent experience was with 355 Toyota located at # 15625 Frederick Rd.,
# Rockville, MD 20855. This experience takes the cake!. I took the car in for three things, all covered under warranty: 1) the moon roof trim still unfixed 2) a side body kit panel coming lose (stock Toyota part, not aftermarket) and 3) a rattling sound coming from the undercarriage when going over bumps. I dropped the car off early in the morning and showed the service representative all three issues in the car. The gentleman told me that the car will be ready by 8pm that night, and that he will call me if anything changes. I waited until 9pm and didn't get a phone call. Of course they were closed by then. The next day, I had to take a day off of work. I call them in the morning and no one could tell me where my car was, what work was done, and what the resolution was. I had to call back six times within 45 minutes (two times, I was just dropped after been put on hold). When I finally got a hold of the gentleman who I had met the previous day, he said that he had other customers at the moment and he will call me back within the next couple of hours. He couldn't tell me what was done to the car, if anything. I decided to just go there and meet with a manager. The manager listened to my story, checked his computer and told me that the car is to be sent to the body shop and will not be available for another 3 days. When I asked for a rental car in the mean time, he refused. He told me that they had made a determination that the damage (undercarriage and the body trim) was due to some accident (entirely untrue) and that they wont be fixed under warranty. When I told him that I needed the car to go to work, he said well then I can give you the car back, but you will have to take it to the body shop yourself and figure it out. When the car came around and I sat in, I noticed that the moon roof trim was STILL untouched. When I complained and showed him the problem, he said that he will have to order the part (it just needs to be glued back) and that he will call me within 4-6 weeks once he gets the part. When I complained that the car will probably go over its warranty mileage by then, he said that I was being rude, that he didn't want my business and to "Get out".
Please never give these people any of your business. On a related note, does anyone know of a good Toyota dealership in the area that I could go to?