Date of dispute = Nov 3, 2023. - M-S-E
Date of dispute = Nov 3, 2023.
We took my vehicle to Girard Toyota in New London for a routine oil change. The service department also performed a multipoint inspection. The service department advised me that the front brakes were in the yellow zone. This would indicate the brake pads were measured by the technician at 5 mm. This was odd to me and I questioned the customer service representative on my way out. It caused concern because the front and rear brakes and rotors were replaced 3,000 miles prior at another (reputable) shop. Without being sure if Girard was pulling a scam or if the other shop was, we took it back to the shop who performed the brakes. The vehicle was put on the lift, front tires were removed, and they visually had us inspect and photograph the brakes on their premises - the brake pads are essentially brand new, 10-12 mm thickness. This resulted in a call back to Girard service department. Prior to telling them we had just been to the service station that had performed the brake and rotor replacement, we were passed on to a manager who confirmed that a technician did indeed measure the brake pads and performed this multi-point inspection and indicated the front brake pads were 5 mm and the rear pads were 7 mm.
This was not the first time Girard botched our multi point inspection. In fact, with our other vehicle, they failed to check and adjust tire pressure even though it was on the outgoing report. We did confirm that if a service is listed on the outgoing report, that indicates it was definitely performed.
The manager was apologetic and indicated there would be follow up with the technician and then again with us - we never heard back.
They lie to unsuspecting customers. Based on these interactions, we believe Girard service department is running a dishonest operation and trying to scam those who do not know better.
I submitted a complaint on BBB website and the business response: We have met with our staff and have implemented additional quality control procedures to ensure information is accurately being recorded and communicated. Girard Toyota apologizes for any inconvenience.
Read More