Who knows your car better than Toyota? Not Toyota of Carlsbad! I want to let everyone in the surrounding area know to BEWARE of Toyota of Carlsbad. The frontline staff there is great, but It seems upper management is the problem. Instead of trying to resolve the customer’s issue(s), the first thing they do is see if you always had maintenance done at their center. I believe management has a very arrogant and cocky attitude due to the high volume of automobiles that come in for service. That is why management just considers people as numbers instead of loyal customers.
I am writing this in regards to the bad experiences I had at the Toyota of Carlsbad dealership. I would be doing myself, Toyota of Carlsbad and other customers a disservice if I do not make a complaint. Being a loyal customer of Toyota of Carlsbad for many years, I feel that they screwed me over. Management wants you to be loyal to them, but they are not loyal to their customers. I have tried to rectify both situations I had with Toyota of Carlsbad’s management, but I got nowhere.
On 07/02/16, I took my 2009 Toyota Camry XLE in for a 65K mile service and 17 point visual inspection. They only recommended that the brake and transmission fluid be flushed. They also were going to charge me $75.00 just to replace my positive battery terminal and clean it.
On 02/11/2017, I took my vehicle in for an oil change. The service representative recommended that I get the 70k mile service. She explained to me all the things that were going to be done. After the service was done is when I started experiencing issues with my vehicle. My car was pulling more to the right instead of driving straight. The car was shaking when I would brake and the steering wheel was making weird clicking noises. I decided to look under the hood to see what the issue was and discovered that my power steering and brake fluids were way below the minimum level. My windshield wiper fluid was almost empty. My oil fluid was even low. I have been paying for these maintenance services, and little to nothing was being done. The multipoint inspection only noted corrosion on my battery.
If Toyota of Carlsbad was doing inspection checks like they were supposed to, they would have made me aware of these issues I am currently having. Toyota of Carlsbad knows not keeping proper routine preventive maintenance on a vehicle causes major problems. Being a loyal customer, I have always had my vehicles serviced at Toyota of Carlsbad. I called other dealerships in the surrounding area just to be sure of protocol. They all refilled the fluids during the mile service checks. I paid for the services to be done, but I had to do them myself. Why on earth would Toyota of Carlsbad leave my vehicle unsafe like that?
I contacted the Toyota of Carlsbad dealership a couple of times and did not get a response back. I attempted to resolve my complaint directly with the parties involved, but nothing got fixed. I went through this before with them over my 4Runner, so I went on their website and filed a complaint. I then got a message from one of the customer relations manager. At first the conversation seemed sincere, but then things got sour real fast. Instead of taking responsibility for the dealership’s negligence, the customer relations manager tried to shift the blame on me. These problems occurred because the Toyota of Carlsbad dealership failed to do their job properly. I thought she was very rude, unprofessional and insensitive. She was not listening, letting me speak and was talking down to me. At the end of our conversation, she told me “good luck” with an arrogant tone. After that, I received an email from the general manager of Toyota of Carlsbad. I told him about my experience with his dealership. He never replied back.
I contacted Toyota Corporate and they told me to try and resolve the issues with the dealership. I told them I did, but did not get anywhere. One of the Toyota Corporate representatives tried to mediate with Toyota of Carlsbad’s management team. He was very helpful in trying to rectify the problem and put me in contact with a couple of people in management of Toyota of Carlsbad. I spoke to a couple of friendly service representatives and the service manager. Nothing got resolved and I feel that the service manager could have offered me a better deal based on all the issues I had with their dealership.
On 07/18/2017 I took my car back in to get inspected properly. They told me it will cost over $8,500 to get my car fixed. I was in disbelief and feel RIPPED OFF that a 2009 Camry with 70,000 miles could have all these problems. The 2009 Toyota Camry is said to be the worst model made that has many mechanical issues and Toyota knows this.
A couple of years ago, the issue with my 2002 Toyota 4runner was worse. The service department did not do the maintenance correctly and my rod went through my engine block. They had to rebuild my engine and did not even want to cover the cost knowing it was their mistake. Toyota of Carlsbad did not give me my money back or offered me any deals. I had to pay for the towing of my vehicle a couple of times because there were issues even though they did repairs on my truck. I even had to pay for most of the cost of the repairs because the general manager at the time thought I should. The frontline staff all knew it was wrong and thought I was an outstanding customer for not getting upset about the situation. I was in the military at the time and just kept it professional.
My door locks is another issue that is unjust. Not too long after I purchased the car, the door locks started acting up by not locking and opening. I have contacted Toyota numerous of times about it, but they claim there is no recall on the defective door locks although they are aware of the problem. There is no coincidence that all the door locks can just go bad almost at the same time just as the premature power steering issues. I have also searched on the Internet and found out that there are a lot of other people experiencing the same problems I am. Toyota is supposedly known to consistently make the highest-quality cars with the fewest defects of any competing manufacturer, while using less man-hours, fewer on-hand inventory, and half the floor space of its competitors. Is this really true? I use to believe this, but now I do not.
Even though I am currently disappointed in Toyota and dissatisfied with their service, I would like for my issue to get resolved. The quality of repairs and service were poor. There is always supposed to be service after the sale in order to keep customers satisfied. The first time I did not make a complaint. I regret it! After these two events, I do not trust the Toyota of Carlsbad dealership anymore. This has been one horrible customer experience! Toyota should strive to provide “World Class Customer Service” and exceed the expectations of their customers. This is no way to treat military members, veterans or any customers around here in the community! This is why I want to warn other Toyota of Carlsbad customers to BEWARE! People need to make sure that the service they are paying for is actually done. If that means inspecting the car after every maintenance service, then so be it.
To resolve the problem, I am asked that Toyota of Carlsbad offer a simple apology and cover the cost of the required repairs if any needed (see below). I did not ask them to pay for everything. I just ask them to meet me half way based on what they did to my 4Runner, the poor service on my Camry and disrespect I received from their dealership. I think this is fair and reasonable since Toyota of Carlsbad has overlooked basic duties. I look forward to your reply and settling this matter amicably. Thank you for taking the time to read this letter.
Highly Dissatisfied Toyota of Carlsbad Customer
Things I am paying for:
Clean throttle EFI $162.00
L front shock $908.00
Brake Fluid $162.00
Transmission Fluid $280.00
Brakes (pads & rotors) $560.00
Air Filter (engine/cabin) $104.00
Battery & Hold-down $230.00
Strut Control Arms $1,700.00
Replacing Positive Battery Terminal & Cleaning Battery $75.00
Things I want Toyota to cover:
Alignment (offered for free by Service Manager)
$600 discount (offered by Service Manager)
Power steering rack $2,359.00 (complaints)
Door locks $1,527.00 (complaints)
Steering shaft $483.00 (complaints& recalls)