I had an issue with my 2017 Prius where my rear view vibrated when the music was on. Mind you, it wasn't loud music. But if my music was on at all, my rear view mirror would vibrate so badly that I couldn't see at all! This was concerning to me since this was a safety hazard. So I went to this dealer to try and see what was going on. After testing out the car, they gave me the diagnostic but I was not satisfied with its report because it said that the rear view mirror vibrated at higher volumes. I asked the Fixed Operations Director, Mark Dewey, to change it because it simply was not true, but he was very rude and said he would not change it. I asked to speak to his manager, Charleen Coleman, and she attended to me. She got in my car with me and quickly saw I was right, that there was indeed a problem and that it wasn't just at high volumes. Long story short, they told me that there was nothing they could do and that it was just a characteristic of the car. They couldn't fix it! I was appalled because clearly this is an issue that other Prius' have been having if its a character flaw of the model, and Toyota hasn't done anything about it?
Some time passed and another employee from the dealership called me and told me that my car was ready to be taken in and that they found a solution for my car. But then Charleen later told me this employee was mistaken and that he should not have called me. She offered "even though we cannot fix the car, if there is anything else we can do, please let me know." I took her up on her offer and told her how she could sort of make it up. But since I sent her that email, she has not returned my calls or emails. Completely unresponsive.
From beginning to end, the experience with this dealership was disastrous and completely unhelpful.
Since then, I have actually fixed the problem, and it was a very simple fix. VERY simple. So not only was this experience a bad one, but it is quite concerning that no one at this dealership who was involved with this case could not simply fix this issue. It wasn't a character flaw. It wasn't "un-fixable". But yet that is what they told me. So I cannot trust this dealership at all. How can I trust them with big issues if they cannot even handle the small ones.
PS - I noticed that in other poor reviews here, Charleen will comment politely apologizing. Please know this is just the customer service canned response and, from my personal experience, those words mean nothing because she does not back it up. She said the same thing to me, and she hasn't even replied back to me.