Melody Toyota, El Camino Real, San Bruno, CA is THE PLACE TO AVOID. THEY REALLY ARE BAD.
Do not take your car to this place for service; it is plain awful; the service advisors are arrogant, rude and inconsiderate of customer’s time. Hardly anything is available to eat in the neighborhood. This place will waste your time and give you two things: 1) absolute misery and 2) hunger.
On 2/6/18, I made an appointment for 105,000-mile service --wheel rotation and oil change—for my Highlander for 11 am on 2/ 9/18 with the advisor David Jacobs. Normally, this service would take about an hour, tops, at any dealer service and less if you go to a lube place such as Speedy Lube or Jiffy Lube.
David recommended me the brake fluid replacement for $129.99. During all of my prior 21 services at a different dealer over the 105,000-mile use of my vehicle, none of the service advisors had ever recommended a brake fluid replacement so I declined the service. After I got my SUV back, I checked the owner’s manual and service reference manual and none of them makes any brake fluid change recommendation at any service level. Google search showed that Toyota does not recommend brake fluid change. You need the brake fluid change only if your brake fluid is dirty or cloudy. You can check the brake fluid container easily under the hood; it stares at you and you cannot avoid it. My brake fluid was clean and filled all the way up to the MAX mark!
So, David was out to rob me of my $129.99 plus tax for something that I did not need.
Next, David tells me, it would be 2 and half hours wait because the tech who is busy with many cars ahead of mine.” No, I said, my appointment was for the service of my car, not to see you.” He disagreed.
My car was not ready at 1.30 pm, 2 hours and 30 minutes after my appointment. I waited until 2 pm and asked for my car. The advisor was clueless. He started looking for my car. At 2 pm, 3 hours after my appointment time for the oil change and wheel rotation, when I demanded my car, he told me, “Do you want your car back without service?” I replied, “Yes, I want it back, can we see where my car is?” The advisor, David and I walked together in the shop and found that it was being loaded on a rack.
A woman watching my interaction with David whose husband had dropped their van the previous day evening for wheel rotation walked over to me and said that although they were promised the van in the morning, it was just placed on the rack after she yelled at them.
I talked to three more customers waiting for their vehicles in the lounge. One woman had come before 11 am was just finished. A 2nd woman had been waiting for more than 90 minutes for oil change and was told it will be another hour or so. A third customer was told that he will have to wait for 3 hours for his oil change even when he had made a prior appointment.
MELODY is actually a MISERY TOYOTA—avoid it.
At 2.41 pm I saw my car parked in the back of the shop. I went to drive it away but there was no key. I went to David to demand my key and he says, unless I pay for the service, I will not get my key. And then took me to the cashier. I had no choice but to present my card. And when my turn came to sign, I signed, NOT AUTHORIZED, took the key and drive away.
A few days later, their service manager, J. P., called me. He was equally, arrogant and seasoned. His comment was, “I am sorry you feel that way but there is nothing that can be done. If you want I will give you 20% discount on your charges.” I said no, I will dispute the entire charge; it was not authorized.
While most dealers are not bad, Melody is outright abusive, rude and ignoramus. I am learning that when you buy a popular car, you end up with lousy dealers and service because they know that you must go to them; you need them, they do not need you. So I bought Subaru, just as good, it is cheaper and the Subaru service is better.
If I can give a –ve STAR, I would like to give it to MISERY TOYOTA.