Called to make an appointment for a Special Warranty repair (Prius Dash display intermittently blanking out). Was told that if we could arrive by 7:30PM a loaner car would be available. (we live about 45 minutes away. Arrived on time and then the story became "The rental person has left for the day". I explained to the service tech that we called about one hour ago before we came. He summoned the evening manager who came out and before I even opened my mouth said "there is no record in the log that you phoned.". Basically calling me a liar. So I pull out my phone and show him the recent calls and say "Is that your appointment number?", "Yes", "Is that a call to it an hour ago lasting 11 minutes?", "yes" , "Would you apologize for insinuating I lied?", "No." , "Do you mind if I call the general manager tomorrow and raise this issue with them?", "Go ahead he will believe me."
We started to leave when he said "the girl is still here do you want the rental or not?"
I mention this is a recall loaner and he said "We don't have loaner cars, we have rental cars. You leave your Prius and the tech will test your vehicle and if the problem is present the rental will be reimbursed otherwise you will be responsible for the rental."
I read to him from Toyota's recall instructions to the dealer.
It is available here http://media.fixed-ops.com/toy_campaigns/pol12-05.pdf
Quoting "This condition is primarily found in cold weather climate conditions. When the
vehicle is brought to your dealership it may no longer be in a climate which allows
duplication of the condition. If this occurs, please verify with the customer that the
experienced condition is in accordance with this Warranty Extension and proceed
with replacement of the combination meter. "
It clearly states that if the condition can't be duplicated the dealer is to accept the owner's description of the failure and proceed with the repair. In other words if the condition can be duplicated fix it, if the condition can't be duplicated but the owner says the dash display goes blank fix it. He insists Toyota's written instructions are wrong and he is right.
The car is not safe to drive with this condition according to Toyota.
The final insult was trying to rent the *^%&&^ car. My wife gives her the drivers license and we wait while the paper work. is done. Then comes a long argument that the insurance package is mandatory. I explain I pay for rental coverage through American Express (PS: you should look into The AmEx program if you rent often and typically buy collision coverage from the rental company. The AmEx program is primary coverage and is $24.94 for the entire rental up to 40 days. Compare that to the typical $15 per day from the rental company.)
Only after she is unable to show me in writing that insurance is mandatory does she changes her tune and let's my wife sign the papers. Then I hand the representative my Amex card. and she says "oh I'm sorry but the card must be in the same name as the driver no exceptionms"
At this point we simply leave in disgust. At no point did I raise my voice , call anyone a name or get vocally angry.
In the end I called Toyota and they called Penske (parent company). The rental became a loaner, no credit card needed and the repair was done but it took weeks for this process to culminate.
I realize that everyone has a different experience. but having my honesty questioned "no record you called", then being told the clear language in the Toyota Special Warranty was wrong. and topped off with the smug remark to complain all I want but his boss will ignore me; clearly says there is something wrong at this dealership.
You have choices in this market. Consider a different dealer.
I Recommend This Dealer:
No point as the GM apparently does not care.
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