Do you know that revolting feeling of being cheated as a customer? The feeling you’ve paid for something that was not done or delivered? Well, that’s how I’m feeling today after coming back from the Price Toyota dealership in Wilmington, Delaware. Today, July 6, 2011 I took my Toyota Venza 2009 for the 25,000 mile service. After waiting for some 10 to 15 minutes the service representative showed up, asking what I wanted. I told him why I was there, and that I had some complaints about the 20,000 mile service performed back in January 2011 (I had already mentioned to the service scheduler, when I called for the service appointment, that I had a complaint). His quick response was that he would have a different technician work on the car this time, without asking what had gone wrong. I then asked him: “Would you like to know what my complaint is about, so that it can be properly addressed and not repeated?” No response, as he turned away telling me to follow him to the service balcony. Once at the balcony I said: “Several issues went wrong during the last service. The first one is that I believe that you (the dealership) did not use the Mobil 1 synthetic oil I asked and paid for.” “There’s no way of knowing the difference between a normal oil and a synthetic oil”, he said “Well”, I replied, “I’ve been using Mobil 1 for several years, and there is a clear and distinguishable difference between the coloration of Mobil 1 and a normal oil” “That’s a myth”, he said, “I use Mobil 1 in my turbo engine, and there’s no difference” Seeing I was not being taken seriously, I then asked: “Can you please bring a sample of Mobil 1?” He brought a sample of Mobil 1. “OK, now can you bring a sample of the normal oil you use?” I asked He brought that also. Both oils were poured into a small cap, and of course there was a significant difference in coloration. “I don’t see any difference in color”, the service representative said. “…and if you want to use synthetic oil then you should bring it yourself”. “Well apparently we have a difference of opinion”, I said, “and the only way to solve this is to have the oil currently in my car undergo a laboratory test, to see who is right”. The service representative then laughed at my face and said “No way are we going to do a laboratory testing”. Not to further ruin my day I simply said “Thank you very much for your services”, and left. The other issues that that I wasn’t even able to address are: • At the 20,000 mile service the fluid levels were not checked and toped off (coolant, windshield washer, break). Tire pressures were also not checked and adjusted. • At that time I had a complaint about a strong rattling noise coming from behind the instrument dashboard. The noise is still there and getting worse! From some research I’ve done on the internet apparently the problem is with the steering wheel column – which I consider to be a serious safety issue! Now I need to find another dealership to go to. The other one nearby is under the same ownership (Newark Toyota, in Delaware), and also has a bad service reputation. How do I get my car serviced now? No way I’m going back to a dealership that can’t stand behind the quality of their service, and mistreats their customers!
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