I have a 2015 Toyota Tundra current mileage 18,000 miles that is clearly still covered under my 3 year 36,000 mile “bumper to bumper warranty.” I reside in Columbia SC, but I purchased my Toyota Tundra from Town and Country Toyota in Charlotte NC approximately 2 weeks ago I must mention that I had a fantastic experience with Town and Country Toyota. Through the years I have admired what the Toyota brand has stood for. So it was a no brainer to purchase a reliable Toyota vehicle. After driving this vehicle a couple of weeks my tire pressure sensor came on. After checking the tires, and resetting the sensor, it came back on. I called and made a service appointment for 08/20/2016 at 2:15pm with Dick Dyer Toyota, 240 Killian Commons Parkway Columbia SC 29203. The service appointment was made because of the sensor. I dropped my truck off approximately 15 minutes before my appointment time, and explained to the service representative the issue I was having with my truck. I also made sure to mention that the service should be covered under my bumper to bumper warranty. They understood, registered my information in the system and I left. So let me just get into the issues that I had at this establishment:
1) I called the dealership around 4:40pm to see if my vehicle was finished, remind you I had a 2:15 appointment. I was told that they were just starting to work on my vehicle, and that I could start heading that way. I asked them what time they closed, and they said 5:00pm but they will stay after to get my truck fixed. I don’t understand what the purpose of an appointment is if it’s not going to be fixed remotely close to the appointment time. I am in the line of business that service clients. I have to honor appointment times, and if I am unable to do so I make it my business to make sure the customer is notified, and my customer is satisfied especially since they have been inconvenienced.
2) When I was on the way to pick up my vehicle I received a call from Chris Songer (Service Advisor) saying that the cost to replace the sensor would be $200.00. I told them my truck was still under my bumper to bumper warranty and I should not have to pay. He told me that the sensor would not be covered under warranty because he felt that it was broken by Town and Country Toyota.
3) When I arrived at Dick Dyer I spoke to Chris Songer (Service Advisor) again. Again he told me that the sensor would not be covered under the warranty because he thought someone broke it. I told him that the sensor light was not on before so I don’t understand how he thinks someone broke it. Chris insisted that this would not be covered under my warranty. I asked to speak to the manager. The manager asked to see the part, and proceeded to walk into the service area. The manager walked to the back and came back to the front and told Chris and I that unless the part was “physically” broken it should be covered under the bumper to bumper warranty, and because the sensor was NOT physically broken it is covered. The manager walked away and Chris continued to insist that the sensor was not covered under the warranty because he thinks that someone at Town and Country brook the sensor and they should fix it. This again is crazy because I have been driving it for 2 weeks with NO SENSOR LIGHTS ON. I felt that it was totally disrespectful that Chris would not listen to his manager, and more importantly that his number one priority was not to satisfy the customer, which is ME!
4) Then Chris said that at this point the part would not be replaced until MONDAY. Tell me if this makes sense. I have an appointment time that was NOT honored, had to go back and forth with a Service Advisor, told to come back on Monday, and ultimately my car is still NOT fixed. All I did was purchase a vehicle from a supposed reputable brand “Toyota,” or so I thought.
This experience was terrible, and I feel that you all should know the type of employees you all have working for Dick Dyer Toyota. I don’t feel as if I should have been treated as if I did something wrong. I came to Dick Dyer thinking this will be a lifelong partnership between me and Dick Dyer, but I left feeling as if I don’t want to ever deal with Dick Dyer, nor refer any customers, and spread the word about my negative experience there. I feel like this situation should be resolved by your organization. So my final question is, what can you all do to right this chaotic situation, I didn’t deserve?
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