In short, stay away from this Toyota dealership, sales, service, and parts departments are dishonest, incompetent, and or unaccountable. There are other words I would like to use but will keep the review how I would like to have been treated, professional.
My experience with Khan, in sales was unhelpful. A manager that hides behind a desk and repeats he cant do anything, is a useless position. Timothy Southwick Jr. you could easily eliminate Khan's position and not only save his salary but provide a better customer experience. Every employee at Toyota of Berkeley has the ability to assist every person that contacts you.
I was asked to come into the service dept. so they may take pictures of my windshield that was replaced by an outside shop an hour earlier on 8/17/2017. The windshield has a defect inside the glass (it is not on either side) it was installed because the original windshield had already been removed before the blemish was discovered.
I arrived at about 2:30pm and was instructed to ask for Jason. He greeted me and began to try taking pictures of the 2" line INSIDE the glass. Took about 10 minutes literally. after which time Jason admitted he wasnt sure why he was taking the pictures and refereed me to Jeremy who is in the parts dept. and knew what was going on. David Sardino greeted me while Jason went to get Jeremy.
Sardino made himself comfortable on the hood of my truck with his arm stretched out holding up his chin. I asked him to please lift off of my truck as I am not comfortable with him doing that. Sardino began to go on about all kinds of defects in windshields that he has seen over the years, commenting that When they built my truck the blemish may have been there. I told him that the windshield was just installed an hour ago. He looked embarrassed since he didnt have a clue why I was there. He began to tell me how they may not warranty the windshield or that I may not get this fixed. I explained that if need be I will pay for a new windshield and installation. Jeremy sensing my frustration said that wont be necessary we will warranty it and have it installed at no charge to you, dont worry about it. Sardino was standing there the entire time listening to Jeremy. Jeremy asked for my phone number and name, then said they use two glass companies (Paramount and Quick Glass) and one of them would replace the glass tomorrow afternoon. Jeremy did say that he would try to get the windshield warranted but said to not worry they WILL take care of it and to call him in the morning to verify the new new glass was delivered.
I called 8/18/2017 at 11:10am and Jeremy said the glass came in and it was sent to the outside shop. He asked if they called me, I said no but I am on the way to the dealership. When I arrived Jeremy said that Sandino (Service Director) had denied the warranty service (the day before) for the installation but would warranty the glass. They did not call me and tell me that they were now not going to take care of it, nor give me the opportunity to pay for it as discussed the day before. Jason, the assistant service manager, told me very confidently and insultingly, "We will stand behind our decision NOT to warranty the service" I am taken back by this conviction, in todays world everyone else says how their service is reputable and you can count on them. Not Jason though, he is determined to not be of assistance and to insult you while doing it.
finally, a tech (JJ) comes by and says if you are willing to pay for it we will install it today. At first I was open to this as the cost of getting a perfect glass and the work done was the single most important piece to me. After speaking with Khan and how he could do nothing, not even contact Timothy Southwick Jr. on my behalf or anyone else to assist I lost all confidence in the dealership. I would be a fool to let them touch my vehicle at this point. Jeremy said the glass would be sent to the outside shop for them to replace. About 20 minutes later, I met the parts delivery at the outside shop. The new new glass was opened and inspected. what do you know, the new new glass has the SAME blemish. I call Jeremy and he says that lots of shops claim the glass is broken from Toyota when in fact it is not. I ask him how likely is it that this time the glass came from Toyota defective. He says he doesnt know. Seriously? The glass was inspected by Toyota of Berkeley at delivery and was found to be defective! I said how much worse would this have been if I paid and let ToB install it, to which he said they wouldnt of installed it.
In summary, Jeremy was not honest or unaccountable when he told me not to worry and took my contact info. David Sardino does not respect the customer's vehicle and did not extend the courtesy of correcting misinformation as it was explained right in front of him. Jason while being cocky and arrogant insulted me. I dont expect warranty on service they dont provide, unless they say they will & not to worry.