Ethan Su | Page 4

Always late and I feel leak of honesty Everything time I come here I have to wait at least 7 hrs or my car have to spend night or two. No difference between you have appointment or walk-in Everything time I come here I have to wait at least 7 hrs or my car have to spend night or two. No difference between you have appointment or walk-in both the same. I came here because I told them many time before I have oil leaking and because here nobody listens to you always say your car is good just want to change very expensive stuff. One time he told me you the to change the filters of the car and I say No, not today because I already will pay a lot, when I went to pay I found they put the filters prices and asked me to pay them. I said no I won't change them today, and the cashier called and said oh sorry they don't change them but in same time they did not take them off the paperwork, seriously. Today I really have oil leaking and I came here with appointment 1:30 am he told me maybe you have to leave your care for tomorrow, any way not before 3 pm to give you any answer. From 10:30am to 3 pm to just know what is oil leak or not. More

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Complete Disappointment This is a rather long and complicated case and I feel like it is going nowhere and that I am being lied to, passed on to the next service representati This is a rather long and complicated case and I feel like it is going nowhere and that I am being lied to, passed on to the next service representative and then nothing is getting done about it. Initially I call the service center to request a simple repair of the rubber lining around the front windshield. I purchased my car brand new in APRIL it is a RAV4 2018 hybrid and I love it but for some weird reason most likely a factory defect the window trip came loose and started flapping around. I reiterate that this is most likely a factory defect because it occurred prior to 5000 miles without any kind of damage, accident or tampering. First the service people on the phone are rude, they pass me to different departments on hold for upwards of 20 minutes and then when I get to parts I get transferred again. Finally I seem to get to the right place with the parts supervisor claiming he will call me back and have the part ordered. Of course this doesn't happen and I call again and this time I am assured that the right part is ordered but I felt the entire conversation I was being blown off and now given time to explain which part was actually defective on the car. The 1st appointment is scheduled and in about 2 weeks on 1 Sept. 1st appointment on 1 Sept. Turns out the wrong part was ordered and nothing was accomplished, initially I was frustrated but the manager present at the time a man named Sammy gave me assurances that he would order the right part and try to have the repairs conducted at my house to save time. Over the next 2 weeks I also make contact with customer relations representative Elaine who explains however that the repairs cannot in fact be done at home and that I have to make another appointment at LONGO for the actual part to be installed. Normally I wouldn't mind however I am currently active duty military preparing for my 4th deployment to the middle east VERY SOON, and its extremely inconvenient for me to spend weekends which are my only free time away from family when I am literally a hundred miles away training over the week days. I decide to make the appointment anyway for Saturday 15 Sept literally waking up at 0500 am from Camp Pendleton to drive north instead of going directly home to spend with famiy. 2nd Appointment 15 Sept I arrive on time and everything seems to be going ok, Im picked up by my fiance at the dealership after dropping the car off, I decline to use a complimentary car rental offered since it seems like more hassle and I just want to go back to sleep and spend some time resting at home. Later, I get the call that the car is ready for pick-up and return with me inspecting and everything looking good so far. HOWEVER ON THE DRIVE BACK HOME ON THE FREEWAY A SEPARATE PART OF THE WINDSHIELD LINER LITERALLY COMES LOOSE AS IM DRIVING AT A MERE 65 MPH. With utter frustration I drive back to the dealership where the same people who saw me earlier give me the same assurances, same promises, same apologies WITH ABSOLUTELY NOTHING ACCOMPLISHED. Another manager comes up makes the same offer of a home repair, the same claim that he will order the parts expediently and all of this I dont believe. I would like to believe the words of sammy, elaine, paul, ethan or whoever else at Toyota Longo but frankly I'm completely and utterly disappointed in the quality of the service. First of all its a new car and NONE of this should have happened, when I think TOYOTA I want quality on the first buy and first try. Second of all I should not be wasting 2 weeksends and stressing over what I see is an extremely simple repair, cant the parts just get somekind of industrial silicone epoxy injected to secure in place permanently? Im not an engineer but it seems plausible to me. I just want this fixed asap before I deploy out of the US for the next couple months. More

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