Toyota of Lancaster - Service Center

Worst Customer Service On February 21st I had an appointment for an oil change and 15,000 mile factory required inspection. I had requested the appointment online and advise On February 21st I had an appointment for an oil change and 15,000 mile factory required inspection. I had requested the appointment online and advised that my cruise control and head unit were not working properly. In the online form, I selected that I would be waiting in the lounge for my car. I also noted that I wanted my requests reviewed beforehand because last time the appropriate person was not available to address the head unit issue. When I arrived for my appointment, I was told there was a recall on the transmission and I would have to leave my vehicle overnight. I was disappointed that nobody called me in advance to tell me I would need to leave it. I told them that I wouldn’t be able to get a ride out for another few hours so they had their shuttle driver take me home. I had to arrange for my own ride to work and home the following day since a loaner car was not offered to me. The next day, I called my service advisor’s office (Mauricio) several times to check on the status of my vehicle. I had to call 4 times and on the 5th time I told the operator that Mauricio was either not in his office or not answering. She said he was in his office and she would have him answer. Finally when I spoke to him, he told me that the vehicle was finished and ready for pick up, but a technician had backed into it, and my front bumper needed to be replaced. He told me that they ordered the bumper and that they would replace it for free. However, I would just have to bring my car back the following week and they would give me a loaner/rental car while it was being repaired. When I went to pick up my car, Mauricio was nowhere to be found. I received paperwork from the cashier in the parts department and was asked to sign. I verified to make sure the bumper was on there at no charge to me and requested documentation showing that a Toyota technician caused the damage. She went to Mauricio’s office and he scribbled on my paperwork that it would be replaced at no cost to me. I sent her back to him asking for a letter stating that they were the ones to cause the damage. So she went back and 2 minutes later had a typed document (not on any type of letterhead) saying that a Toyota technician caused the damage. The letter was signed by her, not Mauricio. I took the paperwork and left. A week later I called again to see if my bumper was delivered since no one called me. They said it was scheduled to be delivered that weekend so I scheduled an appointment to take my car in and receive a loaner. My appointment was on March 5th at 11 am and I arrived ten minutes early with a positive attitude; I was really hoping they would try to redeem themselves for the trouble. I sat with Mauricio and he asked for my insurance card so he could call my insurance company and verify my coverages would transfer to a loaner car. I sent my insurance card and copy of my coverages. He then pawned off the work on someone else who had no idea what they were doing. Twenty minutes later I’m still in the waiting lounge so I go back to service to see what’s going on. The representative said that he was told to verify insurance but he had never done it before. He attempted to do it through the automated system and struggled through that as he was just going to have a binder sent to MY email. Then Mauricio advised him he needed to hear it officially from an insurance rep and to get their name as well. (Apparently my official documents were no good and I can’t be trusted). I literally had to walk him through how to get a rep on the line. Somewhere in the process they told me that if I wanted I could go through enterprise myself and then submit a reimbursement request. I declined. When I made the appointment to drop off my car, I specified that I was going to be dropping in before work. I waited an 1 hour and 10 minutes after dropping my car off to finally get a loaner car. Maybe I just have high expectations, but it would have been nice if they asked for my insurance information when I made the appointment so they could call in advance and get me in and out quickly. On March 6th, Mauricio called and left a message saying my car was ready. I called him back but no one answered. He called me again at 4:30 while I was on break. I asked what time the service department closed and he said 6. So then I advised I would do my best to come in that day but there was a chance I wouldn’t make it until the following day. He replied, “well.... you have our loaner car sooo...... just take it to the sales department and they’ll give you your car. They’re here until 9.” ........ I’m not really sure why I’m supposed to care about their car, and move everything around for them when they clearly don’t care about mine. I left work to go pick it up before 6. They gave me my paperwork and keys and I headed to a gas station. That’s when I noticed my bumper was a completely different color than the rest of my car. By the time I got back, they had already processed in my loaner car and couldn’t give me another one and the manager has also gone home. Mauricio took pictures of the car and told me he would call me the following day. At that point, the body shop (separate entity) called me and advised that they would re-do the job without Toyota as a middle man. They scheduled me in a provided me a loaner car and I didn’t deal with Toyota after that. My 10,000 mile appointment with this dealership was so quick and easy and I was really hoping this time would be the same. I don’t know if they are understaffed or undertrained but I would not recommend coming here if you can avoid it. Side note: Nothing was done about the cruise control. My paperwork only said that a technician took it out for a test drive and couldn’t duplicate the problem. The cruise control in my car is supposed to drive the set speed until a slower car gets in front of it and will then match the speed of the car its following. However, the car would slow down to a speed less than the assigned speed with NO car in front of it and sometimes speed up behind a slower car. I mentioned this to Mauricio at the first drop off and nobody even addressed it at pick up. I had to read about it myself in the paperwork. More