As a preface, I rarely write reviews and never write bad reviews. It takes a lot to get me to take the time to actually give a business a rating. However, I am frustrated enough with my experience with McCord Toyota this past month that I am writing a review: in part, to vent; mostly to enlighten others and help them avoid the same experience I had. To be up front, I have no wish to have McCord fixing issues with my car for free that are not of their making; but I am fairly sure that the issues that I will describe below were a result of their work.
As a background, I own a 2004 LS430 Lexus. I am the second owner and bought the car last February. The first owner took immaculate care of the care; it only had 83,000 miles on it when I got it, which is practically brand new for a Lexus. I take super care of the car making sure that it has maintenance regularly.
In July, I noticed that my car had developed some water spots that wouldn’t come off with normal cleaning. I decided to get the car professionally detailed because I didn’t want to wax over the top of these spots and make the issue worse. I got two bids on an external detailing job, but decided on McCords since I had used them once before for an oil change (and even so, considered them my go-to shop) and since they had Toyota tacked onto their name, I figured that they would stand behind their work should any issues arise. Apparently, I was wrong.
I brought my car in for a detailing (and routine fluid/tire pressure inspection) on July 17th in the morning; I picked it up in the evening. Externally, the car looked nearly brand new and I was impressed with the job that they did. As I drove away, I noticed that the side mirrors were adjusted all the way toward the inside of the car, but waited to readjust them until I got to my home (five minutes away). When I got into my driveway, I tried adjusting my side mirrors. When I tried, the mirrors on either side wouldn’t budge (and yes, I had the selector switch selecting the appropriate mirror). Since I bought the car, I have had intermittent issues with the left mirror left-right rotation. I have had no issues, though, with up-down movement on the left mirror or up-down/left-right movement on the right mirror. Confused I ended up rolling down my windows and adjusting them by hand. When I went to roll up my left window, it got stuck. It would roll partially up and then stop. After a few seconds, I could roll it up a bit more and then, it seemed, the motor would “die” again. Mildly alarmed, I tried my right window and after a few cycles it exhibited the same behavior. My windows have never had an issue and the combination of all three issues at once convinced me that McCord had done something during the detail or routine inspection.
I called McCord and talked to Wendy, one of the customer service representatives. She told me that if the issue continued that they would look into it. I brought my car back into McCords on July 21st for a diagnostic, as the issues did not go away. I tried to explain to the girl at the counter what happened and that I talked to Wendy and that they needed to stand behind their work and check out the car. She was very reluctant to understand that they might have had anything to do with the problem and told me that they would have to charge me $110 for the diagnostic. I left with the understanding that I might or might not be charged for them to diagnose a problem I was pretty sure they created; I questioned in my mind whether they would have a motivation to prove their own error, but hoped that they would do the right thing and get to the bottom of the issue.
I got a call that afternoon (I think from Wendy) that they found that the side mirror button was worn out due to age and that it would be $400 for the button (I don’t remember how much for the labor). They couldn’t recreate the issue with the windows. They assured me (as if they were being generous) that I wouldn’t be charged for the diagnostic.
I was pretty skeptical that they tried very hard to diagnose anything, because the window issue was occurring every 3-5 cycles and was very repeatable. Sure enough, when I went to pick up my car that evening, the first time I rolled my windows down one of them (I don’t remember which) got stuck. When I checked out, the girl at the desk gave me Kerrie Keesee’s card, the Service/Tire manager. I figured if I went up a level, maybe I could get some action.
So, I e-mailed Kerrie, explaining the details of my situation and asking whether I could meet her personally to discuss the issue. Crickets... didn’t hear from her. A couple of days later, Wendy called me in response to my e-mail to Kerrie and I discussed how disappointed I was in their response. They obviously didn’t try very hard to diagnose the issue with the windows. Wendy came up with a couple of lame explanations for the issue (including it being a thermal switch “feature”)… ummm, no. I am a mechanical engineer who works on electro-mechanical systems all day and motors are not designed to work like my windows are working (something is obviously broken). When I probed her about the possibility of the detailer getting water in my car, she assured me that they don’t intentionally get water in cars... really??? Reluctantly, she told me that I could have my car looked at again.
Frustrated and uneasy by the dodgy conversation that I had with Wendy, I e-mailed Kerrie again bluntly expressing my frustration with Wendy and with the fact that I had to bring my car in for a second time for something that should have been solved the first time. Crickets… again. I followed up my e-mail with two phone calls to Kerrie because I wanted to be sure to talk to her when I took my car back in. She wouldn’t pick up and there was no voice message option.
On August 7th, I brought my Lexus in for a second diagnostic. When I first got there, I requested to talk to Kerrie, in person. The guy, Tom, who checked me in went to her office to find her, but, conveniently, she was not there. Before leaving, I took Tom out to my car to show him, in person, the window issue so that there would be no doubt that it existed. He called me in the afternoon to tell me that they found that the thermal switches in both windows are “dying of old age”. It would be about $1000 for both motors and $1300 for labor to replace them. He gave no explanation for how they would both start to fail at the same time (along with my side mirrors). When I went to pick up my car that evening, I asked to speak to the general manager, Phil. I was pretty impressed by talking to him. He was going to have his best mechanic look at my car, and was going to get Wendy, Kerrie, and the detailer in a room to discuss my situation. He assured me that they would get to the bottom of the issue. I finally felt like I was getting somewhere… apparently, I was wrong. I was having the conversation with Phil at the front of his showroom and apparently he was in de-escalation mode, but had no intention of carrying through with his promises.
Wendy called me on August 9th to tell me that I had e-mailed Phil (which I had not) and that they discussed my situation and decided there was nothing else they could do to help.
To summarize, I am thoroughly frustrated by dealing with these folks. They have no interest in their customers beyond the easy money. They truly have a “car salesman” mentality and, by all appearances, only go through the motions for appeasement sake. I feel like everything I tried to do to resolve this issue was successfully dodged by them. In a conversation with a Lexus mechanic and a Lexus service manager from another dealership (just for a sanity check), they said that the motors in my car windows don’t just go out. The Lexus mechanic said he has never replaced a window motor and, in fact, the motors aren’t kept in stock by distributors, but have to be special ordered.
The total damage to my car isn’t small either. It would be upwards of $3000 to fix both mirror button and windows; and, quite frankly, I have no confidence that they properly diagnosed the issues. My recommendation: get your Toyota/Lexus servicing done elsewhere. If there is an issue that arises from their work, don’t expect them to stand behind it. Again, I don’t want McCord to fix issues arising from the age of my car for free; but every conversation I had with McCord convinced me that they aren’t straight-shooters and that they are doing the bare minimum to address the issue. Again, two mirrors and two windows all die of old age on the same day… really?? Yeah, mistakes happen, I get that… however, not standing behind your mistakes is unacceptable!
I Recommend This Dealer:
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