Gradie Thompson

I leased my 2025 Toyota RAV4 from McCord's Vancouver Toyota in the fall of 2025. While this is my first vehicle from Vancouver Toyota, my family has owned roughly a dozen Toyotas over the years. I broug Toyota in the fall of 2025. While this is my first vehicle from Vancouver Toyota, my family has owned roughly a dozen Toyotas over the years. I brought my vehicle in on June 15, 2026, for an oil change and tire rotation. After returning home, I checked the oil level and found it approximately half an inch above the maximum fill mark on the dipstick (about half a quart overfilled). While I was not initially upset, I wanted the issue corrected because overfilled engine oil can cause damage, as stated in the owner's manual. I contacted the dealership and returned for a follow-up appointment. I politely explained the situation to my service advisor, Kevin, and requested that the excess oil be drained. After inspecting the vehicle, the technicians advised that the oil level was acceptable and suggested waiting 15 seconds after shutting off the engine before checking the dipstick for a more accurate reading. No oil was removed during my second visit despite my request, and I drove home thinking I hadn't checked the dipstick correctly. I followed their instructions and rechecked the oil the next day. The level remained in the same spot, approximately half an inch above the maximum fill mark on the dipstick. I called the dealership again and respectfully requested another appointment to correct the issue on the morning of June 17. At approximately 7:30 AM, Kevin personally checked the dipstick with me and agreed that the oil level was above the maximum fill mark. Kevin informed me that nobody could "touch my car until a manager came on duty at 9 AM." I told Kevin that I did not need to see a manager and that I simply needed the excess oil drained so I could be on my way. Kevin insisted that we wait for a manager, so I waited. After Kevin obtained management approval, the dealership agreed to remove the excess oil. After the excess oil was drained, Kevin and I walked out to my vehicle, which was parked in the ready area. We discovered a large amount of fresh phlegm, mucus, and saliva on the driver's side door and window. The substance appeared fresh and was actively running down the paint rather than dried onto the surface. Patrick Bussard was the assigned technician and the employee who parked my vehicle immediately before Kevin and I returned to it. I immediately photographed the substance with Kevin present, and he can verify that we discovered it together when we returned to the vehicle. I asked to speak with a manager and was assisted by Kristine Bridger, who provided my information to Lori Bonner, the customer service manager. Lori Bonner later informed me by telephone that the substance had been determined to be accidental. Based on the circumstances, I disagree with that conclusion. Despite being patient and respectful throughout every interaction, I am deeply troubled by what occurred. The timing of these events raises serious concerns regarding how my request was handled. Additionally, my brand-new WeatherTech hood protector, which was scratch-free prior to my third visit, now has deep scratches that were not present before the vehicle was returned to me. My original concern was a simple request to have my vehicle serviced to Toyota's specified oil level. Instead, it took multiple visits before the issue was acknowledged and corrected. During that process, bodily fluids were found on my vehicle, and my hood protector was returned with significant scratches. Finding bodily fluids on my vehicle and discovering damage to an accessory that had previously been in excellent condition turned an already frustrating experience into an extremely upsetting one. This experience has left me deeply disappointed, angry, and uncomfortable about allowing others to service my vehicle in the future. I regret leasing my RAV4 from McCord's Vancouver Toyota. More

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