Heritage Toyota - Service Center

My 2001 Tacoma went in for a frame recall in Sept. 2011 Was told frame needed to be replaced, 2 weeks later Deb calls me to tell me they have my truck apart and only found a few things wrong with truck. I Was told frame needed to be replaced, 2 weeks later Deb calls me to tell me they have my truck apart and only found a few things wrong with truck. I was told that the check engine light was on because of O2 sensors, I then advised her that I wanted them to check the Catalytic converter, Exhaust pipes and muffler as I was aware there was a leak in the system you can hear if you cover the exhaust and advised her that I did not want $600-$700 hundred dollars in sensors to just fall off if other parts needed to be replaced. She advised me they would check and get back to me, Deb calls back and tells me after going back over my concerns that they now recommend an exhaust pipe sub assy and gasket also for additional $500, I asked specifically if the catalytic converter was good and she told me mechanic checked and it was fine. She then informs me of timing belt and water pump service, I said no I would deal with that another time, we then agreed on addressing other misc issues that seemed reasonable and she totaled the bill to around $2,100-$2,200 depending on a few nuts and bolts, I asked if this would be everything and was told just a few misc nuts and bolts. I informed her that if that would do it, I would have them perform based on agreed upon price as that was more than I wanted to spend on a truck only worth a KBB value of $6,400 which I only intended to fix and sell to get new vehicle. This was friday, I went away to visit family for the weekend and by the time I got back Monday Afternoon and checked my messages, Deb had called to inform me that I now needed to have front strut mounts and it would cost me an additional $300, that it was a 3 hour job and they would only charge me for one hour and that they would just go ahead and order parts and charge accordingly, I called Tuesday and told Deb I thought that they had already looked over my whole truck and we already agreed that I was to only need a few misc nuts and bolts if anything to come in at that price, I advised her that I would rather them just to address the recall I initially brought truck in for and no other additional work as I would have additional work performed at a later date as this bill was getting out of hand and I did not agree to strut work, She advised me that was not an option and that if I did not want to pay additional charges I probably will not be able to drive my truck when they are finished. I told her that I drove the truck in there and would expect to drive my truck out after warranty issue was resolved. I received a call from Deb and was told they would take care of it for agreed price and I then thanked her. I picked up truck later in week and paid my bill, noone explained any of the 5 pages of my bill to me, was told truck was out back, truck was dirty on appearance and before my girlfriend and I even got back to the service area the girl whom I paid my total bill to was getting in her car to drive away and service was closed, Truck did not feel right as we left the lot, immediately we noticed a rubbing noise between the cab and the bed, the truck seemed to vibrate, we drove home cautiously. I notice old shocks on front and new shocks on front, maybe that is causing vibration I never had before. I go to parts store to get quote on matching rear shocks to see if this will fix vibration, parts store manager informs me the TRD package comes with Bilstien shock package not shocks on currently on front. Within the first 200 miles and 12 days the check engine light came back on, I immediately called Deb and advised her of the situation, she then told me they could look into check engine light, vibration, rubbing, and the shocks in a week. I advised her I thought that was unacceptable as I was assured my truck was gone over and inspected and I already paid to address these things. She then advised me to come right in and they would address the situation, I come in, they ask me to take Toby on test-drive to demonstrate the problems, I do and we take the drive till Toby feels he knows what is causing the vibration and tells me it is probably worn center bearing in driveshaft and he will check and also find out why my check engine light was on already, I then thank Toby and tell him I appreciate him looking into it. The next day Toby tells me I need a new catalytic converter and a center bearing and possibly a u-joint, I ask how this is possible as I advised them to go back and check the Catalytic converter specifically when they rechecked my exhaust and that my truck did not vibrate before I brought it to them. I then asked what my options are and Toby told me to call Toyota customer service 800 331 4331 and ask them what my options are. I thank him again and told him I would call Toyota at 800 331 4331 and advise them of the situation and get back to him. I call and was told someone would call me back and advise me how to proceed. i call back and left message for Toby to call me, Toby never returned my call, but Toyota customer service called and told me they would have the dealership call me to address the situation, Somebody from service called asked me if I wanted work performed or not, I then explained what had happened, He said he had no knowledge of this and would have to speak with Anthony when he gets back from vacation.Monday Anthony calls me and listens and he also has no knowledge of previous conversations, and will look into it and get back to me. Monday afternoon Anthony calls me back and tells me the Catalytic converter was checked and was good when they inspected it and now is no good and needs to be replaced and the center bearing needs to be replaced. I then inform him I disagree and it was probably not good when they checked it and this is unacceptable, he then tells me he will see what they can do. Anthony then calls me up and tells me for $500 additional dollars they can install an non Toyota catalytic converter to help me out, I state once again I specifically asked about the condition of the catalytic converter before i agreed to the exhaust work and check engine light service, as I could have easily gone to an exhaust shop or somewhere else for a lot less money and had everything fixed for what I already spent to partially fix my problem, I asked him who I could ask about the condition of the catalytic converter if they couldn't, he then informed me they would have had to send my catalytic converter away to be tested and it was an expensive test not worth doing. I informed Anthony this was the first time I had heard of this test, nobody ever mentioned having to send my catalytic converter away for a special , expensive test that would tell me the actual condition of the part. I again inform him I would not have had them do the work if I had been advised proper as to the test required to inform me of the condition of the part that I specifically sent them back to check and was assured was fine. I state that this vehicle will not pass inspection in current state which i just paid for and they Say Passed and that I wished to contact the Dept. of Motor Vehicles, inspection division at 802 828 2094 to let them know and advise me what steps to take as my vehicle would not pass inspection and I felt was unsafe to drive away from dealer. Anthony then got rude with me, accusing me of trying to scam them out of parts, tells me they are not in the business of giving away things, and Anthony advises me Heritage Toyota wants my vehicle of there property by noon the next day. Wow, I go there to pick up truck, was told someone will be right with me, 10 mins later someone brings me keys and paperwork and off I go. I drive home with truck vibrating, check engine light on, feeling very uneasy well before noon in disbelief of my situation. I now call DMV Inspection number and start to tell my story, she informs me I will need write down exactly what happened and contact Micheal Morris in the Burlington area DMV inspection Department. I now feel the need to seek legal counsel as I would like this documented and proceeded with in a proper manner. Thankfully someone from Toyota Executive office finally returned my call, and at least listened and assured me they would look into it by Friday at the latest to let me know where we stand, I thanked her for looking into it. I then read my Haynes manual to find out what and where this center bearing was that was causing my truck to vibrate as this seemed very unsafe, in chapter 8-11 picture 13.4 clearly shows center bearing and bracket that holds it in place with 2 bolts, so I climb under truck and locate bracket. I then look at picture in manual and look back up, the bracket that holds the bearing in place was not aligned correctly, the picture shows bracket with even space aligned with the frame and the drive shaft, the bracket on mine is clearly not aligned with the frame or the drive shaft, in less than a minute with Toby's assessment a manual and Actually inspecting the part with my eyes I found a Real Reason for the Vibration with a possible solution. i called back Toyota executive office twice and left message to call me back, She called me back I told her what might be the real problem with vibration, I then stated that I would like to have a second opinion at a reputable place, another toyota dealer not affiliated with Heritage for an unbiased assessment of my vehicles current condition and to have it documented as to the work performed, so Toyota Executive office and I both can verify the work was performed to the level They and I both expect from Toyota Authorized Service Centers so we can safely move forward. I then stated I can and will have it checked out by reputable business myself if they needed me to verify situation for my safety. She states she is waiting to hear back from a Rep and that she knows I am frustrated and she's not making light of my situation, but does not know what to do and promises to get back to me asap or by friday at the latest. My only options are to wait listen, discuss, evaluate with Toyota Executive office and hope Someone steps up and Does whats right for me the consumer, or I seek legal counsel and proceed with every legal option available. For the record I never wished and made clear I would rather any other option to deal with frame warranty issue as I did not see it as a feasible option to Take My Truck Completely Apart and put it back together as the KBB value of my truck is around $6,400 dollars, so far well over $13,000 dollars total between my $2166.85 and what Toyota has been spent on my 2001 Tacoma with more bills pending. That is where I am at and why I gave my rating. I will update as the situation unfolds. More

I love everyone at Toyota Heritage..always a pleasure to do business there. Thank you!I particularly enjoy the courteous greeter, timeous service and shuttle driver who went out of his way to meet my needs. do business there. Thank you!I particularly enjoy the courteous greeter, timeous service and shuttle driver who went out of his way to meet my needs....I like the comfortable loung for waiting and the computer access provided. More

I've been buying my cars and having them serviced at Heritage Toyota for 22 years and have come to trust them. Their waiting rooms are very pleasant and comfortable and I'm always treated with respect a Heritage Toyota for 22 years and have come to trust them. Their waiting rooms are very pleasant and comfortable and I'm always treated with respect and courtesy. More

Excellent service and work. Pricing information was a bit truncated (was informed about parts costs, but not labor). Tom did a great job holding costs down by using aftermarket parts in certain cases, a bit truncated (was informed about parts costs, but not labor). Tom did a great job holding costs down by using aftermarket parts in certain cases, and also applied a 10% discount at the end. Alot of work was needed, and almost everything was perfect. Wheel alignment needs to be readjusted, and car now idling/accelerating roughly (latter problem is new and probably due to one of the other fixes made). More

Needed a 60K service on my Lexus (no dealers in VT) and took it to Heritage Toyota given my past experience with them servicing my FJ Cruiser (Excellent). Ray was great, explaining individual items on my took it to Heritage Toyota given my past experience with them servicing my FJ Cruiser (Excellent). Ray was great, explaining individual items on my "Hit List" and reviewing the service I had had requested to be completed. Vehicle was completed in a timely manner and recommendations made were sound. The only issue I experienced was I don't think they took it for a test drive after completing the work. They would have discovered that the newly positioned front tires were way out of balance. I didn't specifically request it so I guess it is partially my fault. I stopped and had the tires checked in Maine and a dealer there added 1.25 oz (LF) and 2.5 oz. (RF) of weights to the front wheels. Other than that, we are a happy camper! More

I stopped in because my recently purchased car had a tire leaking air. Ray was great; he looked at my car quickly, even suggested that they try to patch it (when I assumed I'd need a new tire), and did his b leaking air. Ray was great; he looked at my car quickly, even suggested that they try to patch it (when I assumed I'd need a new tire), and did his best to actually help me save money. Unfortunately, he was unable to patch my tire, but they were efficient and friendly throughout the whole process. More

Price is as promised, no waiting when I arrive with my car, someone greets me immediately and checks my apptmt. time, work done is as discussed before the service or if something needs to be changed it is car, someone greets me immediately and checks my apptmt. time, work done is as discussed before the service or if something needs to be changed it is discussed before done. More

Since the purchase if my car a year ago, I have been happy with all aspects of my rapport with Heritage. From maintenance to customer service, I have no complaints. Thank you for making my dealership ex happy with all aspects of my rapport with Heritage. From maintenance to customer service, I have no complaints. Thank you for making my dealership experience better than my last one at a Chevy dealership in NYS. More

Tuesday: Heritage promised a seat belt part in time for a weekend birthday party (five kids needed five working seat belts.) I canceled another dealer's order after Heritage reassured me of the availability weekend birthday party (five kids needed five working seat belts.) I canceled another dealer's order after Heritage reassured me of the availability by Thursday afternoon. I had a brother-in-law driving over to NY (from VT) on Friday to deliver one of the kids, so this would work.(Heritage is about 1.5 hours away from my New York location.) Friday morning: Received a phone call from Heritage Parts that part was in. Expected that call Thursday, but still fine. Everything's hunky dory. Brother-in-law leaves work to pick up part before picking up kid. Part was not there!!! I call Heritage. Parts guys says, "The part was referred." Huh? What does that mean? It was "referred" to a different warehouse. It's not at Heritage. No explanation of why, no explanation of how come I got the call that it was in. Just a bizarre stonewalling. I hang up in frustration. End up putting the oldest kid in the front seat (legally) for the weekend trip. Heritage never contacts me again. I call today and they agree to send the (paid for) part over to NY on the next part delivery run. I guess it may arrive at my local shop tomorrow. Totally disappointing experience... and it was all about the crummy communication... not the fact that parts sometimes get backordered. If they'd been straight with me or actually showed the slightest bit of caring for my situation, I'd be writing a very different review. The last thing I'd do is spend 10's of thousands with them on a new car. More

I have a Toyota Matrix that has a chronic problem with randomly not starting. The issue has been happening since I first purchased the car from Heritage in October of 2008. I stopped into Heritage once randomly not starting. The issue has been happening since I first purchased the car from Heritage in October of 2008. I stopped into Heritage once late in 08' and again in early 09' to ask Heritage if they would diagnose the problem. They told me they couldn't do anything until the car was exhibiting the symptoms - meaning when it's broke bring it in. Bringing in a car that won't start means a tow and they couldn't promise me that it would be covered under warranty. The issue continued to happen and finally they agreed to look at in in October of 10'. Apparently they re calibrated the cars engine control nnit and gave it back to me after 10 days. A week later I was stranded in Lincoln with a car that wouldn't start and I had it towed to Heritage. They were unable to give me a loaner with AWD or snow tires - which I need to get up my driveway - so i was without a car for 6 days. Heritage replaced the ECU some pins in the key. Apparently, the car was all set and it was given back to me without explanation last Friday. Well, Monday evening I leave work late and get in the Matrix - guess what, it won't start. At this point the car has been out of service for more than 30 days and Toyota clearly has no idea what the issue is. Hopefully, Heritage and Toyota will do the right thing and get me out of this car. I'll be posting here and elsewhere on the net sooon... More