AutoNation Toyota Irvine - Service Center

I originally went in because my hybrid completely lost power at an intersection in the middle of the night with my entire family in it. For some reason there is no getting into gear the car will not move power at an intersection in the middle of the night with my entire family in it. For some reason there is no getting into gear the car will not move forward, and the display on the electric battery seems to have disappeared. So naturally the car to me is unsafe to operate by me or any of my family members. Given that I bought extended warranty on this vehicle I turned it back to autonations Irvine complaining about loss of power in the middle of the road in the middle of the night with my entire family in the car. Have full coverage extended warranty on this vehicle, I had no question when the customer service representative decided to ask me to sign for a $189 diagnosis fee. I asked him what this was about. He said you're completely cover on the warranty but just in case this is rats chewing through your wires it is not covered under warranty so there's a diagnosis fee. I intentionally left the car there for diagnosis and analysis on the situation for two days. After 2 days of diagnosis the service department decided to come back and tell me that there is nothing wrong, and implied that it is an operator error, and also wanted to charge me $189 for their analysis. Well I don't mind paying the cost but at least give me a reason for the loss of power so this doesn't happen again but after 2 days of diagnostics they can give me no reason except telling me that I maybe should not drive on econo mode rather than normal mode in my hybrid. I own this car ever since 2016 I find it interesting that it's only been the last 2 years that I have had problems with loss of power when stepping on the accelerator. When I picked up the vehicle the service personnel decided to charge me $189 because he said "you don't want us to work for free do you?". I told him I don't but I need to find out what the cause of my problem is so I don't experience the loss of power again in the middle of the road in the middle of the night with my whole family in it. In that I'm willing to pay any cost as long as they can find the root of the problem, but as of now they presented me with no findings besides telling me that if it is my driving habit that's causing this. I personally found it funny to be having operator error for driving two Prius'for the last 15 years. At that point the service representative decided to"discount my bill by 50%", telling me I have a bill for$89? Then I proceeded to get sneering and sarcastic comments when I said this is the second time that I came in in the past 12 months for loss of power do you not think there is a chronic relation to my latest loss of power episode. When I asked him to look up service records of the previous loss of power record in 2020, the service representative decided to tell me that this has no relation on the current situation and that he is going to now "charge you full price instead of the half price for making him look up records." Again in a sneering remark sort of way. So the conclusion of my car's loss of power is inconclusive, (operator error was implied). The service representative also decided to tell me that in most hyper vehicles there's a lot of things happening and they can "never explain it." I asked if this is a Toyota service official position on their hybrid vehicles and that all toyota hybrid vehicles are encountering glitches? There was no response except this demeaning look on his face. Maybe it is because that he did see the service record and I did make a complaint about loss of powerin late 2020 and had the vehicle brought in for checked up and there was no findings whatsoever again that eventually the service representative decided to say "this is ridiculous I don't want your money." Again in a sneering tone of voice and printed out a zero balance receipt for me to sign and walk off. I think maybe he was having a bad day. This was at the end of the day and an unfortunate exchange between a customer and a customer service representative at the auto service facility at AutoNation Irvine. I have been in Irvine for many years and it is unfortunate that AutoNation Irvine has always failed in every kind of customer service whether in sales or repair. That's why it was such a blessing when Tustin Toyota opened for business in the past few years. But unfortunately my extended warranty from Toyota of cerrito only extends to AutoNation of Irvine so I am forced to seek out warranty at this unfriendly location. Buyers beware, unfriendly service staff in AutoNation of Irvine is my experience. So if you guys are seeking repair warranties don't come here. They might want to charge you for diagnosis and give you a blank sheet of paper as reason. Oh yeah I keep getting this phrase that "if we actually found something wrong I get to charge warranty it was better for me." More