Jerry's Toyota - Service Center

We take our 2005 Toyota Sienna van to Jerry's Toyota last week for scheduled recall work and newly extended warranty work for the power passenger door. The cable that opens and closes then door corrupted and week for scheduled recall work and newly extended warranty work for the power passenger door. The cable that opens and closes then door corrupted and had to be cut to be able to open and close manually. The next day we receive a call from service woman advising the two recall issues have been completed, but not before trying to scare the wife into believing the car needs a timing belt and several hundred dollars worth of minor repairs; air filter replacement $66, etc. No, just fix the recall items and the door. Oh, we can't fix the door as parts aren't in. Excuse me, you said parts were available and made the appointment. No, you gonna have to bring it back later. I ask to talk to someone in charge, owner, manager. I'm told Jerry is the owner but he's dead. What? Ok, the service manager will call you. An hour or so later some man calls, says he's the PR rep, and is calling due to the service manager forgetting and feeling bad about not getting back to you, so she asked me to call. So I after a short conversation, I'm wondering who is this guy as he spoke as if he didin't know what was going on. He said I work for the dealership ... I said you work for Jerry's? He states, "No, Jerry's dead". I said what? Is that some kind of joke? After rambling I asked to talk to the Sales Manager. I just want to know why an appointment was made for our car to fix the door, how come I'm being told now it could be weeks or months till they get the parts. Around 7:00 pm, the service manager calls. I advised him I would like to talk to the Sales Manager but he said he was the one I had to talk to. He then goes on to tell me we shouldn't have had the appointment made for the sliding door as no inspection had been done. I said whoever made the appointment never said anything regarding an accessment. Basically our car has been there all day and night and the door is still not fixed. Then the Service Manager starts harping on we don't do our service work at Jerry's and the air filter being dirty. I said what about the car getting fixed? He advised the parts would be ordered and it could be weeks or months till they received the parts, then we would be able to fix the door. Again, they accessed the door and ordered the parts need to correct problem. A couple days later we get a call to bring the car down parts are in, be done in 4 hours. Yesterday the wife takes the car down and dropped it off. 4 hours later nothing ... 8 hours. still waiting as we goto bed, nothing the next morning ... then at 1:00 pm call comes in advising the bracket on the door is broke and is going to cost $300 plus, then added it'll also cost you $150 to get the part painted. When the car was taken in, the bracket and slide worked perfectly. The door could be manually opened and closed with no problem or effort involved. In fact, the cable operating the door jammed the door and broke when the bracket jammed and started scratching the paint in the first case. I asked to talk to the service manager and instead get called back from a service person saying the bracket was broken and not under warranty. I again asked to speak to the service manager who last week was apologizing and saying anything we can do to help, but I was advised several more times the bracket is broke and needs replacement. I arrived at the dealership to pickup the vehicle before anymore damage can be inflicted. The service manage came out and I explained to him the door jammed when the cable became binded in the bracket. There is no way my wife or myself could damage the bracket as its enclosed behind the door and body of the van. He said Mr. Chaney you're obliviously not happy with our service so take your business elsewhere. We don't want your business so leave our lot. I said that's fine but you broke the door and it scrapes when moving binding up. It wasn't like that when we brought the car in, the door worked perfectly in manual mode with no scraping. The door in auto mode at this time will not shut completely, and looses motion and swings backwards. The door as it is "fixed" by Jerry's now is a hazard and I have a feeling a serious injury will be the result. When our daughter step thru the side door to sit, she told us the carpet where you enter was marked with black markings. My wife looked at the carpet and told the Service Manager something black and sticky is on the carpet. The Service Manager said the whole carpet is dirty. When my wife tried to show him the marks she was referring to, he again said the whole carpets dirty, and to get in her van and leave as they do not want as business. They lie, do incomplete work, spoil the inside of the car where they worked, left the airbox cover off during their inspection, break our previously working side door, and tell my wife and I to leave and not come back as they do not want our business. I'm stunned. My family has been purchasing Toyota's since 1974 when I bought my first 1973 Celica ST. Since then we have purchased 20 plus Toyota's between family. The Service Manager lacks basic customer service skills but after the two "Dead Jerry's" comments I can see training and people skills are missing from the head down. Unbelievable. At the end of the day is our car went with the door operating manually fine with no issues. It is returned to us 12 hours later then the four advised with the door in non-working order. This is definitely a safety issue as with three young children riding in the back of the car, a situation may arise where response to get to the children or remove the children could be hampered and life-threatening with the door as repaired by JERRY'S TOYOTA. Any suggestions on how to proceed against a group of rude and discourteous people would be appreciated as the comments and actions of Jerry's Toyota staff regarding the safety of my children, place them in a perilous position with the installation of a defective door that is not working as designed. More

***AlertAlertAlert**** Hey Guys - I'm not one to ***AlertAlertAlert**** Hey Guys - I'm not one to complain but tonight I just had to take the time out to write about my experience @ Jerry's Toyot ***AlertAlertAlert**** Hey Guys - I'm not one to complain but tonight I just had to take the time out to write about my experience @ Jerry's Toyota 8001 Bel Air Rd. I know each person's experience is different. I made a service appointment for 6:30pm today after I noticed my tire pressure light stayed on and wouldn't go off when I left for work this morning. I arrived at the dealership to have my car serviced around 6:20pm. The service advisor was Ms. Jennifer Standish who wrote up my ticket. After sometime went by Jennifer came to tell me that the rear passenger side tire was unrepairable due to some large pieces of metal in the tire. Luckily for me they had the tire in stock. She informed me that the tire would cost me about $290 to replace. In turn I informed her that I purchased the road hazard protection through Jerry's from a company called MAG when I brought the vehicle. Why she didn't already know this beats me! After she verified my information with Ethan from finance she told me that she attempted to call MAG but their hours of operation are only from 9 to 5. So, because MAG was closed she told me that I would have to wait until tomorrow before she could process my claim. My other option was to pay out of pocket and wait to be reimbursed. Not one to take what someone tells me at face value I attempted to call the number myself just for my own verification while she was standing right next to me and they were closed just like she said. As I was ending the call with MAG Ms. Standish started to walk away as I called out to her to inform what I was going to do. Needless to say she ignored me perhaps perturbed at the fact I didn't take her word that MAG was closed. Seeing that she was perturbed with me over the fact that I didn't take her word about MAG I wasn't going to chase her down after-all I was the only customer in the service area at that time so there's no question that she heard me calling her. I was then referred to Ethan in finance whose department was originally responsible for selling me the road hazard protection warranty back when I brought the vehicle. I explained the situation to him and how I thought it was ridiculous that my only two options were to bring back the car in the morning during MAG's business hours or pay out of pocket and wait to be reimbursed. Being that this is the primary vehicle for my wife and kids I opted to do the safest things which was to pay out of pocket and wait to be reimbursed. I'm disappointed that Ms. Standish treated me the way she did. But, I'm most disappointed with the fact that my claim couldn't be processed because of MAG's business hours. Afterall, why should I have to put out my own money when I have a warranty and Jerry's Toyota knows I have a warranty but they won't process the claim themselves knowing full well that this claim is admissible and not to mention they have a pre-exisiting relationship with this vendor they introduced me too. All I'm saying overall is that Jerry's may be a great place to get a vehicle but trying to get them to honor a warranty is a hassle. Oh, and by the way after everything was said and done I finally left the dealer at 8:45pm tonight. Don't go to Jerry's because they'll give you the run around when it comes to honoring warranties. Nia S More

I went in to get an oil change and the customer service was exceptional and very helpful. My service advisor was Sheena and she was timely and assisted me through the process. Her personality was very we was exceptional and very helpful. My service advisor was Sheena and she was timely and assisted me through the process. Her personality was very welcoming which made me feel more comfortable and at ease. I would recommend this dealership, and especially Sheena, to people I know. More

I love coming to Jerry's because of the efficient service. Sheena makes me feel welcome and takes all the information on my car in order to provide me the best service. It's seems just a little time service. Sheena makes me feel welcome and takes all the information on my car in order to provide me the best service. It's seems just a little time has passed and Sheena is there to let me know my car is ready. Sheena's efficient demeanor in getting the job done keeps me from being anxious. The waiting room for the customers is cleaned and packed with free coffee and tea and other snacks. A large screen tv provides diversion while we wait. The atmosphere is perfect. Thanks also to the mechanics and other service providers at Jerry's for making my experience perfect each time I come. Sheena keeps me coming back for service... Go Sheena. More

my van was 3000 miles from the end of the warranty, they found a leak I did not know existed and repaired the problem I was having all under warantee. They also offered to replace parts (I paid for) while found a leak I did not know existed and repaired the problem I was having all under warantee. They also offered to replace parts (I paid for) while the labor was covered under the warranty for the problems. they have saved me quite a bit of money. now to wait and see if my original problem is fixed. but they are still a good dealership. More

Jason was professional, courteous and friendly to me and family. Jason, and all the other Jerry's Toyota representatives, made buying a GREAT used SUV a pleasant experience! I will recommend Jason and Jer family. Jason, and all the other Jerry's Toyota representatives, made buying a GREAT used SUV a pleasant experience! I will recommend Jason and Jerry's Toyota time and time again! Thanks! More

My service adviser, John, is exceptional. I live approximately 30 miles away and I will take both my vehicles in for service, just to have John take care of us. The customer service he provides is w approximately 30 miles away and I will take both my vehicles in for service, just to have John take care of us. The customer service he provides is well worth the drive and time. I recommend everyone who has a Toyota to go see John for Service. John is professional and very personable. Making appointments for both my Toyota and Nissan is always so easy. While I'm there, he always keeps me updated and if there are additional recommendations, he always gives me his personal opinion (which is greatly appreciated). More