Fremont Toyota - Service Center

The worst customer experience I've ever had!I was The worst customer experience I've ever had! I was charged more than $800 to fix a power leakage caused by a small light accidently left on in the ba The worst customer experience I've ever had! I was charged more than $800 to fix a power leakage caused by a small light accidently left on in the back trunk. It took me two service trips and almost two weeks for the dealership to figure out and solve the issue (hopefully), only after they had replaced my alternator and brand-new AAA battery (installed less than a week ago) that might not have any problem and shouldn’t have been replaced at all. As a long-time Fremont Toyota customer, I was very disappointed by the way the service was handled. I was disgusted and saddened. This is what happened. Saturday, September 26, my car wouldn’t start after AAA had replaced an aging battery the week before. I suspected that there might be something wrong with the alternator, but I was not sure. After talking to the Service Advisor over the phone, I decided to have the car towed to the dealership to let a mechanic check what went wrong before performing the repair that was needed. When I arrived, the Service Advisor wrote up the work order to replace the alternator and asked me to sign. At first I was reluctant to do so because I did not know if the alternator was bad or not yet. I signed anyway, but instructed him to let the mechanic check to determine the real cause of the issue before performing any repair. The following Monday, the Service Advisor called to tell me that the alternator was bad and needed to be replaced. I agreed. In the afternoon on the same day, the Service Advisor called me again saying that the battery was damaged because of the faulty alternator and needed to be replaced as well. And I agreed. The next day (September 29), the Service Advisor called to tell me that my car “was back to normal” and I could pick it up any time. After bringing my car back, I tried to drive it for the first time on Saturday October 2. It took me two attempts to start the ignition. It seemed that the car did not have enough charge. Not a good sign. On the morning of October 8, the car went dead completely again. No matter what and how hard I tried, it just wouldn’t start. The remote car key did not work. All lights and LEDs were out. It was exactly what I had experienced with the car before they replaced the alternator and the battery. I called the Service Advisor to inform him that the car still had the same problem, and requested to have it towed to the dealership for further diagnosis and repair. I voiced my serious concern that the repair done a week ago might not be the solution. The car was towed to Fremont Toyota around lunch time that day. In the afternoon, I called the Service Advisor for the status of my car. He told me that they did not know what’s wrong. I questioned his decision to replace the alternator and the battery in the first place given the fact that it did not solve the problem at all. His answer was rather vague and shaky. I was concerned that the mechanic might not have performed the needed diagnosis, which was part of the work order, before replacing the parts. Friday (October 9) afternoon, I called the Advisor again and was told that they still were unable to find out what’s wrong and needed more time to test to find out the root cause of the issue. Saturday (October 10) afternoon, the Service Advisor called me saying that the mechanic had found the cause of the problem – the rear dome light was left on causing slow drain of power. The solution was to turn that light off. I did not know what to say! The Advisor said that I could pick up my car either right away or leave it at the dealership over the weekend for observation. I chose the latter. The Advisor promised that he would call me the following Monday, but he never did. Tuesday, October 13, I called the Advisor and was told that my car was fixed and I could pick it up. I went down and got my car back after the call. I have been with Fremont Toyota for car purchase and maintenance since 2004. I’m very disappointed and deeply hurt by this bad experience. I started by seeking help from the dealership and Service Advisor I trust, but ended up being ripped off big time. This experience has left me with fewer answers than questions: 1. Is it appropriate or right for a Service Advisor to write up the word order before letting the mechanic perform the needed diagnosis, especially when a customer requested a diagnosis to begin with? 2. As a customer, am I entitled to a copy of the diagnosis report of the alternator that was replaced? I was never given one or saw it. 3. How can you say that replacing the alternator and battery is the solution when in fact it did not solve the problem at all? 4. How can you convince me or anyone that replacing the alternator and battery is the right decision/solution when the car experienced the same problem after those parts were replaced? More

great deals and very helpful customer service and sales team, very well maintain of people skills and client helpful. would recomend to fri.Quick and efficient service and very a nice experience. Will be b team, very well maintain of people skills and client helpful. would recomend to fri.Quick and efficient service and very a nice experience. Will be back soon please keep it up all the best and do it again same way。 More

Quick and efficient service and very a nice experience. Will be back soon please keep it up all the best and do it again same way Will be back soon please keep it up all the best and do it again same way More

Romero was very nice and professional and took care of everything very quick. He gave lots of info while no pressure to buy any extra items that in fact encouraged me to trust them. Thank you. everything very quick. He gave lots of info while no pressure to buy any extra items that in fact encouraged me to trust them. Thank you. More

The check-in and service were very good, even got my very dirty vehicle washed! Mr. Orozco was excellent, very enjoyable to work with. My only complaint is that after the air bag recall was completed the dirty vehicle washed! Mr. Orozco was excellent, very enjoyable to work with. My only complaint is that after the air bag recall was completed the dash rattles like crazy over bumps. More

Went in for just an oil and filter change. Even had a coupon for the work that states $44.95. Came back for the car 2 hours later and the dealer took it upon themselves to do $300 of additional UNAUTHOR coupon for the work that states $44.95. Came back for the car 2 hours later and the dealer took it upon themselves to do $300 of additional UNAUTHORIZED work. Wife picked up the car and paid blidly not knowing any better. This should be illegal. Wait... I think this IS illegal to do unauthorized work. Attempting to call the BBB next. We've given this location a couple of chances, Maybe 3 chances. We won't be back. More

Belal is extremely professional and took care of everything very quick. He gave me a lot of information and left the decision up to me. Belal is passionate and helpful when I was looking for specifi everything very quick. He gave me a lot of information and left the decision up to me. Belal is passionate and helpful when I was looking for specific answers he made sure I had the right answers while choosing the kind of service I wanted. More

Keep up the good work next time I hope I won’t be waiting for more than 3 hrs. Just for a change oil job!!! Thank you! for more than 3 hrs. Just for a change oil job!!! Thank you! More

i had my rear car tire replaced and check as i had a flat tire. Mickey was an associate manager showed me what love, care and respect was at my visit. don't forget to pass my compliment to the staff who f tire. Mickey was an associate manager showed me what love, care and respect was at my visit. don't forget to pass my compliment to the staff who fixed the tire for me. More

I really liked the service provided by Toyota and especially Mr. Khan. He explained the process well and arranged ride back home foe me. It was a good experience. especially Mr. Khan. He explained the process well and arranged ride back home foe me. It was a good experience. More