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Fort Bend Toyota Complaint - Horrible Customer Service
Complaint
SUGAR LAND, TEXAS -- DO NOT buy a used car from here. I bought a "certified" used highlander back at the end of June that my wife drives. Shortly after we moved up to Richmond, VA. On the way up I noticed a slight shaking when I braked. My wife stated that it was always there and that she thought it was normal. We took it to the toyota dealership in Richmond and was told the rotors were warped and that they should have caught the problem when they certified it and because it was just out of the 3,000 mile mark, (the drive to Richmond was at least 1,000), they need an okay from the dealership that I got the vehicle. I then called Alex Rodriguez, the used car manager at Fort Bend Toyota. He was not helpful at all and even accused me of doing the damage myself. I told him that another dealership is telling me that you missed it and you don't honor that? He then told me to let the service manager at the Richmond dealership to call his service manager "Rick Howell." The richmond dealership and myself tired for 2 days to get in touch with Rick or Alex, but they never responded to numerous messages. They didn't have the common courtesy to call anyone back. Now I have to fix a problem that should have been caught when it was "certified". In short, Fort bend toyota forgets you when you leave the lot. They don't return phone calls or even believe what other toyota dealerships say. On the other hand , McGeorge toyota in Richmond did all they could to help and were very professional.
Comments:
Posted by MRM on 2007-10-17:
If you're interested in replacing a rotor yourself, go to www.youtube.com and watch an instructional video on how to replace a rotor. DIY is priceless!
Posted by Skye on 2007-10-17:
Just curious, hasn't your wife ever driven a car before?? To think something like that is normal, is kind of dangerous.
Not excusing what happened with the dealership.
Not excusing what happened with the dealership.
Posted by Aerocave on 2007-10-17:
Of course the other dealer is going to say it should have been caught. Situations like these are always difficult...the vehicle is at another dealership and it is their word against the selling dealer's word...it is a used vehicle...and you did put 3000 miles on it...and I do know that Toyota's certified program is one of the best in terms of the standards for the vehicle to be "certified."
We battle with our service department all the time because they want the sales department to spend a lot of extra money to replace brakes and rotors on a vehicle that we are attempting to certify (Honda & GM), even though they meet the certified criteria, yet may need replacement in the next year...our "unspoken" rule of thumb is if it is an item that passes, yet the customer may have to replace in the next 6 months, we will fix it anyway...You have to draw the line somewhere! If you want a new car, buy a new car.
We battle with our service department all the time because they want the sales department to spend a lot of extra money to replace brakes and rotors on a vehicle that we are attempting to certify (Honda & GM), even though they meet the certified criteria, yet may need replacement in the next year...our "unspoken" rule of thumb is if it is an item that passes, yet the customer may have to replace in the next 6 months, we will fix it anyway...You have to draw the line somewhere! If you want a new car, buy a new car.
Posted by TJ on 2012-04-24:
If it was McGeorge Toyota in Richmond va. I doubt they told you the truth they are the worst when it comes to the service dept ! They have no clue ex: 5 trips 80 miles round trip and several hundred lost $$ for an independent repair shop to tell me the random popping noise was a water bottle under my seat popping from expansion ! water bottle in trash and poof no more popping ?
so who's the crook ?
so who's the crook ?
Posted by jj261 on 2013-02-01:
They are pretty sorry at fortbend toyota. I purhcased my truck there 5 years ago and every time I go in there for anything the do somthing wrong. I took it in for recall of the window power switch, they damage the whole circuit board assembly and have to order it and I have to come back a weeks later. I took it for a tire rotation, they rotated it the wrong way. I took it for an oil change wiht 19 dollar coupon they still change me 30 dollars wiht no explantion. I buy a the winshield wiper springler valve, it is defective right out of the box. My truck also had the rotors, all four get warped after 3 years driving it (that is un-heard of) they said it was my fault becasue I drove it too hard and not covered by the bumper to bumber waranty that I paid for greatly.. Fortbend toyota is just a sorry, sorry place. They get an attitude at times also..
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