Principle Toyota in Memphis - Service Center

Just a follow-up on my comments below. The General Manager of the Dealership called me and apologized for the lack of service. He had Paula Short in the Service Department come and get my car, got it Manager of the Dealership called me and apologized for the lack of service. He had Paula Short in the Service Department come and get my car, got it serviced and washed! Paula was great in taking care of my problems and called me to update the progress. She also called me twice after delivering the car to make sure all was correct. The General Manager has called since and we discussed ways the issue could have been handled differently by the Service Manager. I will return to this dealership knowing that they do react and fix issues their customers have. I bought a Hybrid Highlander, what a mistake. After 112K miles the hybrid drive went out and cost $10K to repair. I have a Sequoia with 190K miles on it and love it, so I bought a regular Highlander. I get better gas mileage from that one! I was given the "free maintenance" which later I found out I paid for in the contract. Then I go to Performance Toyota and have to fight to get the "free oil changes" every time I go, because they say it is not "in the system" Today I arrived at 7:30 AM and they wanted me to wait till 8:30AM until an office opened so they could get authorization for payment! What POOR customer service. After speaking to Roy Adams the Service Manager, he stated it was their "POLICY" and they would not start the work until they got authorization! More