Let me preface this review with the fact that every time I come to this dealership they screw something up, every...single....time! My wife has stopped going here and I should've done the same, but there's no way they could screw up an oil change a second time, right??
Nearly a week ago I scheduled an appointment for an air bag sensor recall on my 4Runner. When I scheduled the appointment I also scheduled a SYNTHETIC oil change and tire rotation. I arrived this morning and was greeted by the advisor, Jeff Beyer. He asked me what I was in for...I told him I scheduled an appt a week ago for the air bag sensor recall. Additionally, I want a SYNTHETIC oil change, tire rotation, and to please check my brake levels during the tire rotation. He said, "no problem, they do a free brake check in the 15pt multi-inspection." I thought great! Told him I needed their shuttle to pick me up at home and bring me back to the dealership at 12:30...he said I would have to schedule that myself.
Jeff left me a voicemail at 1130 that my vehicle was completed, but didn't leave me any information about the shuttle. I called him back and he said, "oh, sorry, I forgot to leave it with you, here it is..."
When I arrived he handed me the paperwork and I was charged $58...I read over it (because he didn't review it with me) and asked some questions. I asked what my brakes were measured at...he said the mechanic didn't write anything down and he would check. He came back and said your rears are at 4 and he wasn't exactly sure about the fronts, but they're better than the rear. I then asked about the multi-point inspection and Jeff said, "Oh, it doesn't look like it was done, or at least the paperwork wasn't filled out." I then questioned him on why it was a "conventional" oil change when I specifically made the appointment, and TOLD HIM WHEN I DROPPED OFF THE VEHICLE that I wanted a SYNTHETIC oil change. He said, "oh, I am not sure, I think they read the oil cap and we're short-handed today?" I informed him I've been running synthetic for a while and I needed synthetic. I also said this has nothing to do with being "short-handed, this has to do with listening and communicating my request for synthetic!!!" He said he would take it back to service and they would drain the oil and replace it with synthetic. I reminded him that I specifically requested this, twice, and it happened the last time I was at the dealership. He said it would be taken care of...25 minutes later it was complete.
He said the bill is now $100! I said he should eat the cost because it was his fault for not listening and communicating the request and this happened the last time I was in. Additionally, I told him $100 for an oil change is ridiculous! He said, "eat what?" I went on to explain that it's the second time they've done this and they wasted another 25 minutes of my time. I'd be happy to pay for the conventional oil change, but he should eat the difference between conventional and synthetic. He said, "oh no, we can't do that, the synthetic oil comes in individual bottles and we have to charge for those, but I'll give you a 10% discount, if you would like it?" Seriously??
I then told Jeff I wanted the multi-point inspection and brake levels. He said he could "fill out a form and mail it to me." I said, NO, I don't want you to fill out a form, I want you to do your job and have it completed!" He replied, "well, you asked me to fill out a form." I told him I'd appreciate it if he did his job and not be a smartass!!!!
As we walked outside he asked me if I had my keys...I said, "no, it's your job to give them to me so I am able to leave." He replied, "oh, what kind of vehicle did you have." I said, "you have to be xxxxxx kidding me Jeff! Do you remember anything?"
So, in the end, I paid $90 (thanks for the 10%, lol) for a smart xxx service tech, synthetic oil change, tire rotation, didn't receive the promised multi-point inspection, and have no idea what my front brakes are at.
I've always used Tire World on Voyager Pkwy, they charge $60 for a synthetic oil change and tire rotation, without the smart xxx tech. The only reason I gave Larry H. Miller another chance was to fix the recall. I will NEVER go back to this place again.