I received a call back from Brad Clark and Jon Glasscock to speak about my review that was left here and on Dealer Rater. After some back and forth over the phone, we thought it would be best to meet in person at the dealership with my mechanic and the damaged gas tank. Luckily, my mechanic was able to help me in this endeavor. We pulled my truck in to the bay and my mechanic and their mechanic talked about what could have possibly happened. I sat back and let the experts talk it out while chatting with Jon and Scott (both of whom should be commended for their customer service). Brad was full of questions trying to get to the bottom of it and showed some genuine concern about what had happened. However, the mechanics weren't going to see eye to eye on the cause. Both had feasible cases and I was tired. I interjected and offered for us to split the cost and put this behind us and that was that. I also explained to them that better communication from the jump would have probably curved some of my frustration and everyone agreed. Jon had a check for me the next day.
I wish it hadn't taken multiple reviews and calls to the dealership to get this handled, but in the end, I believe it worked out fairly. Large in part to the efforts of Jon Glasscock. He is a true class act that truly has the customers best interest in mind.
I dropped off my 2020 Tundra for it's 20K routine maintenance at 7:15 am. I received a picture in a text at 10:56 of the bottom of my truck. I didn't hear from anyone about the picture for another 30 minutes explaining to me that there was a hole in my gas tank. A hole that wasn't their when I dropped it off. At that time they said it was my fault and I needed to consult with my car insurance or pay over $2K out of pocket. I requested a call back from the service manager. After leaving 3 messages, I finally received a call from Noel @ 2:28 pm and asked what the issue was. I had to explain it to him and he said he was going to check and call me back in 10 minutes. Over 2 hours later, I still hadn't received a call back. I finally had had enough and I went up there to retrieve my truck only to see that it's still sitting on the lift. I walked up to Noel's door and he sent one of his employees out to deal with me. He didn't even have the courage to take this on himself. He sat in his chair the entire time and didn't even attempt to help. I finally had to just get my truck back and take it elsewhere to get it fixed. When I got it to my mechanic, (yes, I had to drive it with a hole in the tank to my mechanic) he immediately recognized the damage and said that one of the lift arms slid up the frame and punctured the gas tank. It's been well over a week now and I have left message after message with Brad and Noel only to be blown off. I have received 1 call from Brad Clark and he said he was going to "look in to it" then he wanted to make small talk about Lake Lavon due to me living in Wylie. WTH?? Then I get a call from Jon Glasscock telling me that their experts say that this was my fault. Oh, I forgot to mention that they had to replace my rear shocks after only 20K miles. Awesome quality. This is the 4th Toyota I've owned, but it may be the last. Their customer service is non-existent and I'm shocked that they're still in business.