Mossy Toyota

I could not be more frustrated and dissatisfied with their service. Here is my story, as it is unfolding, I will continue to update. I Have been a customer of Mossy Toyota in "Beautiful Pacific Beach" since 2015, when I purchased my pre-owned 2011 Toyota Prius. I had a reasonable experience with them, so I have continued to get my car serviced there for each scheduled maintenance. On Thursday, 8/16/18, I brought my car in at 10:15 am for a scheduled maintenance, and a warranty repair. As always, I asked to do business with Ken Bailey, as he has always been straight forward, seemingly honest and no nonsense. Just the type of person I typically like to do business with when dealing with my car. Ken asked me if I also wanted a detail and cleaning...I figured, sure! have not done a deep clean in a while. I opted for the "VIP Full Interior Detail, 'Auto Spa' " -$139.95 (thinking, dealership would do a great job, worth the extra money) Ken called me around 2pm to let me know my car would be ready between 5:00pm or 5:15pm. I told him i would be there to pick it up at 5:15pm. ...SO far, business as usual. pay a little extra to go to a dealership, but they are super thorough and communicative. exactly what i would expect. the problem came when i went to pick up the car. 5:20pm -Arrived at 5:20, they handed me the keys after paying for services (total $245.11 Detail, oil changed, tire rotation...scheduled maintenance..etc). Told me to go to the white tent and they will bring my car around. car was parked near by, found by employee under tent by pressing alarm. I opened the driver side door, only to be greated by a Bright yellow stripe on the edge of my seat. I thought it was paint at first...They rubbed off the finish of my leather seats during the detail!!!!! 5:30pm -I immediately went back inside and spoke with Richard Carver. Richard called Gil down to take a look. Gil came out and looked at it, rubbed it more and said " when I rub it, it just gets bigger"... Deep sigh... Gil proceeded to try to explain to me that Some times the oil in skin can cause discoloration and deterioration in leather and he sees it all the time in arm rests and seats. I told him I don't need a chemistry lesson, and explained that when i dropped the car off, there was nothing there. there is no sign of deterioration anywhere else in the car, and now there is. It had to have originated in the last 6 hours, while the car was in their possession. 5:40went back inside, spoke to Richard Carver again. he said that there is nothing we can do right now, but Ken Bailey will be back in and call me first thing in the morning. left feeling frustrated and helpless. Either these guys are trying to be sleazy and don't care, or management has tied their hands so tight behind their back...when something goes wrong, the best they can hope for is the customer gives up. 9am the next day Ken called and asked me if i could bring the car back in to take a look at it. I told him i have pictures I would be happy to send him, but i cant get away from work till later. He declined pictures and said he would try to talk to his manager to see what can be done and he would call back. 12:09pm -- Ken called back, left a message asking if i could bring the car in before 1pm today so his director can look at it. 1:10pm -- Returned ken's call, Ken said the manager talked to the technician that cleaned my car. He said technician said the marks were there before I brought the car in..... I told Ken that that was a blatant Lie, there is no markings anywhere else on the driver's seat, or on any of the other interior leather. that was not there before. I could literally hear Ken shrug his shoulders telling me there is nothing that can be done. Ken and I left the phone call at this: Ken said he was going to look at further options. I said i can bring the car in on Thursday (8/23) first thing in the morning. as I am booked solid in the beginning of the week. I am so deeply disappointing with Both Mossy and Ken Bailey. I have continued to go to Mossy because of Ken, and I have thought Ken was an upstanding service manager, Until I had a problem. This is my first issue I have had with Mossy, and it is such a giant miss... I want to warn anyone and everyone that If you have a bad experience with mossy, please contact the BBB here: bbb.org/us/ca/san-diego... File a complaint, as well as on face book and Yelp. These guys are hoping they can continue this type of business model by churning and burning through those customers with bad experiences. Ken bailey, Richard Carver, and all the management team at mossy, Strive for exceptionalism, not avoidance. SAD. -still available for amicable resolution.