I took my 6 month old 2009 Camry in because the check engine light came on and my transmission was sounding like crap (5989 miles). Turned out there was a broken spark plug in cylinder #2. Then 2 months later I had to have my Camry towed in because the engine burnt out since there was no oil in it. Penske Toyota denied warranty service because it was stated that it was my fault for not having any oil in the car (I had the oil change done at 5488 miles). There was no formal checking of the internal parts of the engine, just a quick oil dip stick test to determine the fault was mine and I was going to have to fork out at least $3000 to replace the engine and was told depending on what might be wrong or what they find it could cost me up to $12000-14000 to fix (I bought the car cash, so I owe nothing on it). Another $6000 and I could buy a new Camry. When I came to have my car towed to my mechanic, as I was leaving Mike Horner snidely said "I hope your mechanic can put in an engine for you." Really poor customer service!! I had the car towed to my mechanic (who is a licensed master mechanic) and he performed a simple pressure test and found that cylinder #2 (the one that had the original broken spark plug) had a major leak of 70%. He also found (using a boroscope) that the piston ring had a crack in it which was causing the leak and that's why there was no oil in the car (oil light did not start flashing on until 2/6/09 which was way too late to do anything with repairing the engine). Toyota would not look at the engine/car again because their Factory Technical Specialist and Parts manager declined any warranty service on. That is Toyota's final word. Now I am having to go through 3rd party arbitration to try and have my car replaced all because the Service Managers and Mechanics/Technicians do not do a proper thorough job when inspecting cars for problems because they are out to make as much $$$$ of you as possible and they don't seem to care about the customer at all.
I was dissatisfied with the customer service, the quality of work, friendliness, overall experience and price. Dealing with the Penske Toyota Sales people was 100 times better than dealing with the service people.
I would recommend to NEVER NEVER take your vehicle to the Penske Toyota in RSM because you will not get your vehicle fixed correctly and they will do whatever they can to have to avoid having to pay for large warranty services. Mike Horner is one of the rudest people working over there in the Service department. I've dealt with only one other Assistant Service Manager (Paul Rudin) and he was much more polite than Mike.
Mike Horner, Jim Markillie
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