Miserable experience with the service department. - Kevin
Miserable experience with the service department.
I brought my 2024 Toyota Land Cruiser, with only 7,000 miles on it, in for a routine oil change and tire rotation. The moment I arrived—before anyone had performed any visual inspection of the vehicle—my service advisor informed me that I needed a $500 brake service.
Let that sink in. He recommended a major brake service without anyone having looked at the brakes.
When I challenged the recommendation, he claimed it was necessary because I "wasn't driving the truck enough." Apparently, he was able to diagnose the condition of my brakes from behind a service counter before anyone had even looked at the vehicle.
I declined the service because there was absolutely nothing to support the recommendation. **At best, the recommendation was deceptive. At worst, it suggests maintenance recommendations are being made before the condition of the vehicle is even known.** If this is how routine maintenance is sold, customers should be asking a lot more questions before approving expensive repairs.
I reported the incident to Toyota USA, which assured me my concerns would be forwarded to Northtown Toyota and that I would hear back within 48 hours. Unsurprisingly, I never received so much as a phone call or email.
As a final insult, I was charged $185 for a wheel balance when all I requested was a tire rotation.
I purchased my Land Cruiser from a different Toyota dealership because I trusted the Toyota brand. Experiences like this do far more damage to that trust than any mechanical problem ever could.
Note: Ryan Cassidy was not my service advisor. But this website made me pick a name, and his is the only one listed (sorry, Ryan).
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