We bought a Certified Toyota Prius 2010 over the Memorial Day weekend. Out Sales person was Leo. Our buying experience was quite pleasant. Everyone was really nice and very helpful, walked us through the whole process with patience. While test driving the car, we had pointed out few minor paint chip offs and untidiness of the car to Leo, and also Leo had seen few things that he assured to be fixed before the delivery of the car. We are quite happy with the service we received that day and were happy with our purchase as it was a CERTIFIED car which we paid little extra for the certification. Car was delivered on time. When I received the car, I had mentioned it to the gentlemen that externally all of the chipped off paint is still there and car has not been cleaned from inside, and also car didn’t have a User’s Manual. I would love to attach pictures to show, how food and hair was stuck everywhere. I was asked to call my Sales person and was assured that, this dealership always takes care of their customers. They will get it fixed. This is where it went down the hill. I called Leo and left a voice-mail, he was out that day. Didn’t hear back from him so decide to write him an email as I knew many of dealerships do not take responsibilities after the delivery, and this way I can attach pictures as a proof. Email address did not work, tried it again the next day thinking something must have gone wrong the day before, same thing. Meanwhile, I had noticed that radio signals were breaking off on a highway where I had never had any problems with any of my previous cars. I found that Antenna was broken. One or two days later, I chatted with an online representative who told me that they can have him call me back, which didn’t happen so I tried reaching out to him over the phone. Finally I was able to speak to him. I expressed to him that he was really hard to get in touch with and told him everything I had found. For paint job, he explained to me that not all chip-offs can be repaired. My response to that was, these are small enough that my husband could have fixed, your technicians might have somehow just missed them.” He told me that he will speak to his service team and have that paint mail to me. I was quite taken back, but thought my husband can really handle it, why bother? About car being dirty, his response was, “Oh! Really?, I had told them to clean it.” And about the Antenna, his response was, “I think Prius has a built in antenna.” I assured him that at least my car didn’t. I also mentioned the User’s Manual which he agreed to order. He called back the same day and told me that paint cannot be mailed, they have it in stock and I should pick it up. Antenna and Manual will be ordered and Manual takes 4 to 6 weeks, he will let me know once it is in. I called him back to let him know that if I have to drive 60 miles to pick up the paint, I would like the dealership to paint it, had to leave a message. I did not hear back from him. I called him few weeks later and told him the same thing, he agreed and told me that dealership will be happy to paint it for me and he will call once the user manual and antenna part is in. I did not bother calling as I knew it will take close to month and half. 2 months passed by and didn’t hear anything. I had a miss call from the dealership’s number, so I called back the same day to see if he called. He was busy with another customer so left a v-mail. Since then I have been leaving v-mail every other week to get the progress. I have not heard back once. Two weeks ago, I talk to the receptionist and explained my situation. She told me that they work in a different section of the dealership and cannot personally deliver a message. After many request she agreed to take a message and told me that she will deliver it when she sees him. 3 days later I called back and the receptionist told me that she hand delivered a written message to him. She told me that I should leave a message for a general manager, which I did. Did not hear back from her wither. Today I just lost it and decided to speak to someone over the phone. Didn’t go so well. I had been calm till now, but when Leo came on the phone he had an audacity to tell me that he had received all of my messages but has been busy so forgot to call back, but I should have talk to the service team to get my issues resolved and for that I should have made an appointment with them. He also mentioned that I am getting all worked up about a User’s Manual which I could have downloaded online. SO basically it was my fault. Apparently, their service team had called me few times but since I didn’t respond there is nothing he can do. So basically I am dumb enough to keep calling him every other week to get a status when I should have been calling the service team. If I ever received a message from their service team, why would I call him? So result is, User’s Manual will be mailed to me, I can bring my car into the dealership to get it clean, but Antenna cannot be fixed as I cannot prove that it I didn’t break it.
160- Point inspection
# 71 Owner’s Manual and TCUV Warranty Supplement in dealer’s possession
#143 Interior is free of debris
#148 Glove box and console compartments are clean
#101 Antenna is present and functional
These are all external issues, who knows what types of internal issue will I start noticing soon? So much for a 160 point inspection for Certified Toyota.