Phillips Toyota - Service Center

Tonya is the best she works with you and explains thoroughly exactly what is being done and needs to be done. Fast Service Very Convenient! thoroughly exactly what is being done and needs to be done. Fast Service Very Convenient! More

Took my Lexus into Phillips Toyota service 9/11/2023 to diagnosis a squeak heard during driving and left unsuspectingly WITHOUT ANY BRAKES! What happened after and my interaction with the new service mana diagnosis a squeak heard during driving and left unsuspectingly WITHOUT ANY BRAKES! What happened after and my interaction with the new service manager Kurt Menschel was unacceptable. Overall CUSTOMER SERVICE RATING OF THIS EXPERIENCE IS A ZERO. Vehicle needed brakes and rotors due to mileage and rust. This was expected but I had brought this car into Phillips 2 months earlier for PM/ oil change and after a full multipoint inspection nothing was recommended for service. I even asked about the brakes but trusted that evaluation from a certified dealership service center. Today’s repair quote (received in writing including tax) was $2235, which I declined, simply to get another estimate elsewhere and the service advisor Nick drove the car upfront to me. I paid a diagnostic fee of $173 that Nick assured would be deducted from the total due upon repair and attempted to drive out from the parking lot. Instantly there was a significant wobble in the tire rotation at less than 5 MPH. I turned around in the dealership parking lot just before entering the 6-lane roadway of RT 441. That’s when I depressed the brake pedal and it went to the floor. No BRAKES!! I immediately went to Nick who had noticed the same condition of the vehicle and stated he thought I had driven the car in like that. This car brought in with a squeak was now not drivable and unsafe due to what occurred inside the service garage. This was where Kurt entered the situation. I explained to him that the technician had done something during the inspection that caused the car to now have an extreme wobble and no brakes. I insisted he drive my car warning him to stay only in the dealership parking lot. He agreed the car was unsafe and could not be driven out. He offered a loaner car at no cost if I decided to have the repairs done which I really had no other choice now. He went on trying to explain stating “I’m glad this happened here, You should be thankful it didn’t happen while you were driving” When I expressed this only occurred because of what the technician had done he claimed (speaking without all the facts) that the technician had only taken the tire off and looked at the brakes, rotors and calipers. Nothing was taken apart and thus they had not caused any unsafe issue in the car. This was not true and later determined when camera reviewing by Kurt himself of recording inside the service bay showed that during the diagnostic service the technician took off the brakes and caliper, he squeezed the caliper piston to check it’s condition and that’s when it seized in place. It would be 5 days for parts to arrive but the repair was actually completed 1 day early. A test drive was completed with Kurt and after believing all was repaired we discussed the bill. He continued to claim he reduced the cost $500 touting that the loaner car use was $255. We only needed a car (that Lexus provides without charge) because of the actions inside the service garage that rendered our car unsafe and unusable. At one point Kurt held up a rusted caliper that he had stored under his desk stating “this right here is negligence” suggesting that I was the cause of the needed repair. I reminded him any negligence was from the previous multipoint inspection done at Phillips not recommending a needed safety repair. The cost on the bill he presented was $1999.81. I advised him to apply the $173 already paid and we would be done. He then stated he didn’t know Nick had given that and wasn’t going to reduce the cost anymore because “why should I take money off when you are going to blast me with a review”, suggesting the amount charged to customers was dependant on how the service review was given? It was excuse after excuse from him and the more he spoke the worst the experience got. Closer review of costs paid, Kurt had inflated the amount he claimed to be reducing when actually it was only $62 less than quote More