TOTALLY UNACCEPTABLE: After having our Prius serviced at
Bob Howard, it seemed to have new problems that were not present before the service. There is a new and consistent noise now coming from the front of
Bob Howard, it seemed to have new problems that were not present before the service. There is a new and consistent noise now coming from the front of the car. However, that isn't what was truly unacceptable about this experience. What really sealed the deal happened when we brought it back to fix the newly created issues. After they had the car for 4 days and I had 4 different phone calls to try to move the process along, they informed me that they had no record of the original service being done by them. They also suggested that they could address the problem for an additional $1,100. I was beside myself that the previous 3 phone calls with the same tech apparently were had without him knowing anything about the situation (although he was the tech who took the car when we brought it back and all of this was explained to him). I literally had to ask him "what have we been discussing on all of these calls?" He said he would go figure out what was going on and call me back. (Again, this was day 4!) To add insult to incompetence, he never called back. By lunchtime the next day, I called the dealership myself. The level to which this was unacceptable was mind boggling to me.
Michael happened to be the unfortunate person who answered the phone and inherited this mess the Bob Howard service department had created. He said he would look into it and call me back. He called back to tell me the car was ready to be picked up. The service tech from the day before informed him that they found the problem and that I declined service. By this point, I was well past mad. He also checked the computer and said there was no record of the car being serviced there the week before. After a few more phone calls, Michael did find the records of the previous week's expensive service and he said he would talk to his manager and get it all resolved. I heard from him at the end of the day, at which point he told me they found nothing new wrong with the car. Wow!
Long story short, they serviced the car, returned it making a new noise from the engine area, we brought it back to them to figure out what went wrong, they had the car for an additional 5 full days, they lost records of when it had been worked on by them the previous week, they confused the situation several times, they didn't follow-up when they said they would, and then they called to say they didn't hear the new noise. We purchased this car from Bob Howard and have used them for service on multiple occasions since. However, based on these two dealings, neither the Prius nor our other Toyota will be going back to them for service ever again. This whole experience felt like they don't have things together at all in service. Now the car likely still needs to be serviced to fix whatever issues appeared after being serviced at Bob Howard. I think the safe bet may be to go to another Toyota dealer for that service. I wish these two experiences hadn't been so disappointing. It was all just a 5 day and 8 phone call waste of time that leaves me annoyed and frustrated, plus I still need to try figuring out what the new noise is. Like I said, totally unacceptable.