Not happy, waited almost 2 months to get 1 part installed. The main issue isn't the waiting, the issue was little to no communication. Very frustrated
Not happy, waited almost 2 months to get 1 part installed. The main issue isn't the waiting, the issue was little to no communication. Very frustrated and disappointed especially since this is an official Toyota dealer.
I dropped my car off mid June, they called me on a Friday to confirm to buy the part. I said ok. They estimated they will have the odometer installed by next Thurs or Fri. Next Fri rolls around and no call. I decided to call them around lunch to find out the status. Someone picked up and the person said Ryan is out for lunch and will call me back. That's cool, let him finish his lunch. 4 o'clock rolls around, no call. Called back and Ryan said the package was still in the mail....
I said ok fine I'll leave my car a bit longer. He said it should arrive by Mon and will have it installed. Next Tuesday comes rolling around and no calls all day on the status of the part. I called around 3 to find out. Someone picked up and said the part have not come in and that he will talk to his manager more about it. I told him I need my car for work and he said he will have to talk to someone about that.
He came back and told me I need to pay for the part first before I can get the car. The car been sitting at Toyota parking lot for almost 2 weeks and my car is being held hostage unless I pay for the part. I just paid it in the end.
No call back on status for the rest of the weekday. I call back Friday afternoon. The guy said the part is not in yet. I was getting pretty annoyed and disappointed at this point. He said he will talk to his manager. I was thinking xxx in my mind. I told him you said you were going to talk to your manager on Tuesday. He said he is going to talk to him now. Extremely mind blowing and not happy with no communication or lack of empathy on this situation.
Again no call backs until next week. At this point my wife handles this because it was getting very aggravating dealing with the staff and I didn't want to blow up on them. She had to call back every couple of days to get status.
To emphasis I hate looking over people's shoulders and calling them for status. I'm not their parent, it is NOT my job to call them and make sure everything is ok. My experience with third party mechanics is 100x better then the official dealer and I spend a lot less on 3rd party mechanics.
When I finally got my car back with the installed part. I left a polite message with Nick Reiber requesting to talk to him about my experience with the staff last Monday. No call back from him.
This experience have left my tired and disappointed. I was not hounding the staff nor rushing any of them. I just wanted to know what is going on once in a while and I don't believe that is an unreasonable request just to be called back at least once a week.