"Incompetent service department, though initial sale was fine"
In April 2014 I bought a used 2010 Prius from Toyota of Greenfield, which was a hassle-free and pleasant experience with Carol. While I now know better than to purchase a service plan (a third-party coupon book with a few "free" oil changes and minor service discounts is not worth the $1-2k pre-pay, particularly if you drive a lot and quickly exceed the covered mileage), it was a reliable car for over a year.
The nightmare experience with the service department started in August 2015, when the dreaded "check hybrid system" light came on. The first time with them was fine, they inspected and said it threw a code for the inverter coolant pump, but the pump was working. They shut off the light and sent me on my way. On vacation one week later, the light came back on, and it eventually stalled, cutting my vacation short. I luckily was able to limp it home a couple hundred miles and they said it needed a new pump. Since I was beyond the service plan and warranty, I went to my independent mechanic to fix their diagnostics, since I also needed new brake rotors and wanted to save a little money. He fixed it, and one day later the light immediately came back on. He put in a second brand new Toyota certified pump, and this still didn't fix it.
I returned to the dealership and they still saw a code for the pump but said it seemed working and could only find a blown fuse, replaced the fuse. A day later, the light came back on. Back to the service department for a FOURTH time to check it out. This time, they started feeding me the line several times something like "we bet your mechanic screwed it up and shorted out something, it's easy to fry the electronics by touching wires etc" (service department), and "if he doesn't make it right you should threaten to sue him" (sales department fellow McGuire, following up on a call regarding my inquiry on a vehicle exchange program.) They said it looked like now it needed a new power management ECU for $800+ (estimated, not put on paper at first), theorizing my mechanic shorted out the one in the car and casting blame on him without proof. Speaking to this independent mechanic, he said the whole thing sounded like it didn't add up and recommended an independent hybrid specialist for a third opinion. It took this fellow just a short time to figure out that the ECU was fine and did not need replacement, but the problem THE ENTIRE TIME was an intermittent then broken power wire to the coolant pump. You'd think on those days that the dealership had my car for diagnostics over the course of this 6-week nightmare, they'd have done more than just read the code and say "replace the pump", scratch their heads when the pump replacement didn't work then cast cynical blame on my mechanic without proof. And that these untouchable "certified Toyota technicians" would be able to identify an intermittent/broken power wire.
Also, being in the dark as to why two new coolant pumps would apparently fail (inverter coolant pumps had been recalled on 2004-9 models, and I wondered if I was experiencing similarly faulty parts in my 2010 model) I had been in touch with Toyota corporate, who could not help me except to pass the buck back to the dealership (the service manager or customer satisfaction manager will call you "within two business days"). NO call from the manager over a four-day period, despite efforts to reach them, only call I received was from the sales fellow who advised me to look in to sueing my mechanic. After being blown off for about a week despite broken customer service promises to followup and without a written quote in hand, I called Toyota corporate again, looking to get in touch with for a written quote for the power managment ECU repair they said it needed. Corporate patched me through to the dealership, and dealership "generously" offered me a 10% discount on a repair it ultimately did not need. I decided at this point that it was time to get an outside opinion from the independent hybrid expert I mentioned, who quickly found it didn't need the ECU in the first place and that the problem the whole time was a faulty power wire to the coolant pump (it never even needed the new coolant pump), then fixed the wiring. After nearly two months, five visits to the service dep't, losing days of vacation and having to use personal and vacation days from work, depending on a borrowed car for transportation, someone else finally solved the problem. What if I had gotten the ECU work done, and it still didn't fix it? That could have been just the beginning of a deep, deep, expensive rabbit hole.
Also, this same dealership tried to charge me $1,200 back in April for a tie rod, saying the whole steering housing needed replacement and doing just the tie rod wasn't possible. Otherwise I "wouldn't pass inspection." I went instead to a local inspection station, who surprisingly did not bother wiggling my wheel around to see if it had too much play, checked my basics and slapped a valid sticker on it. Then I got a second opinion from a mechanic, who found NOTHING wrong with my tie rods. Guess this kind of exploitment is how they're paying for the fancy new service shop and showroom!
This dealership has very successfully lost my business, and I have begun actively discouraging anyone I know from patronizing Toyota of Greenfield. At this point, I figure I won't even use my pre-paid oil changes there, because they'll know who I am (they already will from this review) and I don't particularly expect I'll receive great service or smiles after sharing this story.
Carol was nice to deal with for the initial sale, and Chris T in service waived a couple diagnostic fees and offered me a 10% discount on their false diagnostic and acted human most of the time, hence two stars instead of one for customer service, friendliness and price, but in all other aspects (overall customer service, snarky attitude and finger-pointing, timeliness of followup, honesty, competence) dealing with this place has been a debacle.