Dear Toyota Customers,
Allow me a minute to share with you a customer service experience that was less than optimal. I drove 14 miles to Toyota of South Florida- Doral dealer to attempt to repair the back hatch motor and the rod of my 2017 Sequoia. They quoted me outrageous sums for the labor and were not sure of the total for the repair. I quickly ordered the part and rod in the parts department and paid $393.89. The sales rep would not order the part until I submitted the paid receipt to him, which I did. He advised me to keep the copy which I did, and I took a picture of it.
My husband, whose name is on the vehicle and the receipt, happened to be close to the dealer and offered to pick up the part in order to save me an hour’s drive. I sent him a copy of the picture of the receipt. I called the parts department and spoke with Richard Perez and confirmed the part was there. I also advised him that my husband was picking up the part. Mr. Perez stated the following:
Mr. Perez: “Without the original receipt, I cannot guarantee when your husband would be allowed to receive the part. I would have to request a copy from the Toyota department out of Georgia, and I have no idea how long they will take to respond.”
Me: “My husband has a photo of the receipt in his phone if you need to confirm it.”
Mr. Perez: “No, I remember you, and I told you to bring the original receipt. Now I don’t know when you will be able to pick up the part. I am busy and will have to call you back when I have time to work on this either today or later this week.”
Me: “So just for clarification, in the age of digital technology, if the customer does not have the original paper receipt, but they do have a digital copy of the receipt, they still will not be able to pick up the part? Ok, are you then going to refund my money? Do we need to cancel the order? How does this arbitrary rule work?
Mr. Perez: “When I have a copy of the receipt, I will call you, but you should check back with me this week regarding the part.”
Dismayed with the level of service and wanting to help my poor husband, who was waiting at the dealer, I called the Toyota 800 331-4331 customer experience center. Within 5 minutes of being on the phone with the representative, my husband was given a copy of the receipt and the part. According to customer service, the dealers are independent of the manufacturer, and they design their own rules. They did confirm with the dealer that even if you order and pay for a part and it arrives if you do not have a copy of the original receipt, they will not give it to you, and you will have to wait until they can produce another paper copy. How long that takes depends on a Toyota office in Georgia, and whatever Mr. Perez decides is the appropriate time to have to wait for not having the paper receipt that day. While this event may seem insignificant in the greater scheme of things, most people would like to be aware of the amount of time and inconvenience they will experience at this dealer if they need service or parts for their vehicle. Don’t count on this dealer’s service or Mr. Perez to help you promptly solve your issues.
A previous customer that will think twice before returning to purchase anything at Toyota of South Florida again!