Capistrano Toyota - Service Center

I am appalled at the level of service I received this morning when I brought my vehicle into your dealership. I’m not one to typically write and complain, but I am at a loss and very frustrated. I am morning when I brought my vehicle into your dealership. I’m not one to typically write and complain, but I am at a loss and very frustrated. I am confident I will not be returning to your dealership or service or to purchase any other Toyotas based on todays experience. Last week I called and spoke to a service person about bring my car in to have a door lock that was not working properly looked at and have an oil change done while I was there. A family member of mine has been in there before for the $10 oil changes and thought it would be a great chance to tackle two tasks with one visit. I was advised that I would have to come on a Tuesday or Thursday so scheduled the appointment for Tuesday (today) and made arrangements to be out of the office for a few hours to have this completed. I advised the person on the phone that the door lock issue was my biggest concern and they said no problem, someone would take a look at that. I was clear to the person as well that I did not want to pay a fee to have the problem assessed, and they said no problem once again. Upon arriving at your dealer, Melissa Haylings greeted me, iPad in hand, and I was a little impressed with the tech compared to other dealers I’ve been to. Melissa quickly changed that perception though. She seemed unhappy that I had not been to the dealer before and asked what I was there for. I advised her that I had an appointment and needed an oil change, but above that, my driver door lock was malfunctioning and that was my main concern. I started to demonstrate the issue and she quickly said that it would be $109 to look at it, without even taking a second to see the replication of the issue. I advised her that I needed to get this fixed, but I did not want to pay to have this “looked at” when the repair would be an unknown amount of money. Melissa told me that she had “to her guys to take the door apart and take a plastic cover off” and that would be $109. I even attempted to explain to her that I was told on the phone that service would check it out without cost to diagnose the problem, and she responded back with “I know the gals upstairs, they wouldnt say that” which basically was her way of calling me a lair to my face! That was the final straw, I can see a service tech trying to get money from a customer, and charging for something that was promised free to get the customer in (bait-and-switch) but to call a customer a lair, was too much. I asked for the service manager, and she proudly pointed at herself saying that she was it, and in fact that everyone who worked there were managers so her decision was final. Again, I was completely shocked with this too. When a customer asks for a higher up, to be told that everyone is a higher up and that this conversation could go no where else, well thats just ridiculous. I asked for her card, and again, asked if she wasn’t willing to honor the commitment made over the phone, and again she said no. If I wanted to have it looked it, it was going to cost me, but she could do the $10 oil change in a few hours. So I left. With that type of experience, to be lied to and called a lair, theres little doubt in my mind that I will not be back here. Thank you for your time More

Took my vehicle in for service a couple of times and after not owning my Toyota for OVER A YEAR I have continued to be harassed by the junk mailers that try to get poor pathetic Toyota owners that don't after not owning my Toyota for OVER A YEAR I have continued to be harassed by the junk mailers that try to get poor pathetic Toyota owners that don't spend money with their service department back in for some discounted (yet still overly priced service). I have called, I have emailed, I have left plenty of voice mails yet these incompetent dimwits don't seem to get it! Since they know I don't have my vehicle any more because I have informed them dozens of times they are driving the nail so far into the coffin of there being any chance in hell of me ever servicing with their dealership again if I were to ever be stupid enough to buy another Toyota product. Poor customer service, don't listen to customers, waste paper, and are really good at being just another cheap car company that lacks in prestige. More