The day after the ordeal, the service technician called me to apologize for the error and admitted that he never quoted a price of $660 and that would have avoided any issues of misunderstandings. He put a credit on my account for $360 (which was all he was able to do). This was a stand-up action and went a long way.
A few days after this the actual service manager (the guy I dealt with was an assistant) called to make sure I was satisfied. I told him that ideally I would receive a refund instead of the credit. He said he could make that happen and I'm happy to say that today I received the $360 refund check. Although that night was very stressful, I'm giving a lot of credit to the service manager and the technician for fixing the issue.
I still have to leave off a star for the stress in the first place caused by the assistant manager not willing to listen to me. I understand that some people try to get away with things, but after a certain amount of time and considering the circumstances (i.e., how long I've been a customer), you have to listen to what the customer is saying.
Thanks for reading.
I’ve been going to Toyota of Bowie (service) for years and while they haven’t been the quickest at servicing a vehicle (can take 3 hours just for an oil change), I didn’t feel it was so bad that I had to write a review. But that changed tonight.
I took my Sequoia in for a 100k service ~$260. I got the normal call that the technician recommended changing the plugs at 100k. Ok, how much? $400 extra. What!? Forget that they were fine when I drove in.
Go to pickup the truck and guess what? $660 bill. Yep they did the plugs even though I specifically said no. Bring out the manager. He called the service person that I talked to on the phone who recalled I said to go ahead with the plugs and of course he believed his employee. He then told me to call my wife who had dropped me off to come pick me up because he couldn’t let the truck go if I didn’t pay the full amount. 45 min drive in rush hour traffic. That’s right he was holding me ransom. After I said no way am I calling her, he said that a shuttle would take me home. I said bring it. Then he offered to reduce the price and got $100 knocked off. Still an extra $300 for 8 spark plugs.
I ended up paying (after arguing for a long time) because I had to get home but they lost my business forever. In fact I think I will get rid of the truck. Toyota has fallen behind other manufacturers anyway.
Moral of the story is to get the final cost from the service guy when they call you to sell you other services (and they will call) and repeat it back to them. Never trust them.