Fort's Toyota of Pekin - Service Center

Fort's Toyota of Pekin responded

No reason to set a trap! Wheel keys are a general nightmare. There are too many styles and they get worn down by age. And, a lot of customers don't even know what that socket is when they see it in the car so they get chucked. We keep a master set of Toyota locks, so, if we don't find a customer's key, we generally go to our kit. I do get your thought process on the young kids... Obviously, that's a battle, but anyone who doesn't do their job will get called out by my other guys in the shop. Over my years of being here, I have been witness to a few guys who thought they could skip or cheat the job, it doesn't last long. When all else fails though, I do have cameras on the lube rack and tech stalls. If it's within a few weeks, we can go back and look at the service completed. Let me know if there is every anything I can do, Eric Stahl, Service Manager

Fort's Toyota of Pekin responded

Thanks for taking the time to provide all this feedback on your recent service. I know we talked about all of this on the phone, and I waited at the store for you to pick up the truck that night if we needed to discuss is more. Sadly, we never got a chance to talk face to face. Contacting Toyota engineers for further repair consultations, parts availability, a super busy shop, and, as I explained on our phone call, my absence from the store all compiled to make this repair process take more time. I am sorry for that, I know this delayed a lot of the communication from our staff about the final outcome and repairs. On the second part of the fuel system repair, Miguel took care of the tow, delivered a loaner car to Bloomington, and did a lot of logistics to make sure you were not without transportation. Still, he did not want to make a decision for this high level of financial assistance, it's a manager's job. When your truck broke down the first time and you had it brought to us, we wanted it to be as easy and painless of a repair as possible It makes for much happier customers when that happens. Ultimately, because of the delays and our goal for customer satisfaction, I took care of the additional $1000 in repairs your Tundra needed. It wasn't even a question or negotiation. If in the future you change your mind, we will be happy to help you with repairs or service needs. Eric Stahl Service Manager

JHOSCH1 responded

You are correct, had we talked in person this wouldn't have been an issue and I knew that you were dealing with a much more important issue than was my truck. I fully understood that completely, I deal with that on a daily basis and I know that stress personally. I was sent this survey to complete and the complete process was definitely not good and I had never had this experience prior. In fact, I have never had an issue with any of the prior 8 Toyota vehicles I have owned in the past. In your absence I asked for a higher level response for weeks and never got a call and I know Miguel could not make those decisions. My truck was necessary for work on my farm and I had basically no ability to do any of that for a month. I shouldn't have had to call Toyota itself and ask for assistance, but our conversation answered my questions. Ultimately, the higher level communication prior to our talking was nonexistent. I did appreciate your response and thank you again.