Question Integrity of service writers - Toyota Tundra Forums : Tundra Solutions Forum

melsrn · #1 (**permalink**) 10-12-2008, 10:56 PM

First I wanted to let you all know that I am VERY THANKFUL for this site (my dad sent me the link). I was able to read the info regarding the intermittent heater. I, too, like others was quoted an estimate of nearly $1000 to replace the AC/heater module and all that I had to do was remove the temp control knob and tighten the nut - voila! The heater works fine now.

My concern is what happened as well at the dealer. I had a service done and asked them to rotate my tires. In addition to the AC/heater module replacement the service writer called me and told me that I needed brakes all around, that they are "1-2 millimeters and it won't be much longer until you're metal on metal". My total bill would have been near $1500. Like many other people we are a 2 income family with 2 small children and with the rising costs of everything are actually struggling to make ends meet right now. I told him "well, obviously safety comes first so do the brakes but as far as the heat goes, we'll just have to have blankets in the car for a while (it's not that cold here yet)". I discussed this with my husband and we decided to have him take a look at the brakes (as he used to change his brakes in the past - we've just had most work done with the dealer due to time constraints and convenience). I called the dealer back - told them to finish up the service and that I would have to get back with the regarding the rest of the "needed services". My husband took the wheels off this weekend - DON"T NEED BRAKES!!! (they're were approx 50% worn and if you wanted to look at them super-conservatively maybe at 40%) I think what also angers me is as I was joking around on the phone with the service writer that afternoon before going to pick up my car (about the amount of hours he's working) to my dismay discovered he is 100% commission based. Is this common practice at all Toyota dealers? What motive is a service writer ever going to have to be truthful with customer and just write them up for what they need at the time? We, the customer, rely on the service writer to guide us toward services/items that we need (not what we don't need). I work in health care and you wouldn't want to come see a health care provider because you have a sore throat and have us tell us in addition to antibiotics for the sore throat you have to have your appendix out (when it is totally unnecessary) - you've come to the hospital because medicine is complicated and you trust the people to help you out in your time of need. I don't look at automobiles much differently - autos today are so much more complicated and I rely on the expertise (and integrity) of service writers and mechanics to help me out - not rip me off. I have a family member that works at a domestic car dealer and their services writers salaries are not 100% commission. This incident has left such a bad taste in my mouth (I almost canceled my daughter's b-day party because I thought I would be endangering my family by not "fixing" my car) - I certainly won't return to that dealer. I've been a long-time toyota owner, and was hoping in the near future to maybe upgrade to the Sequoia - but I'm not sure I want to buy another Toyota again. What are others experiences out there? I 'm going to contact the general manager at the dealer and hopefully get the opportunity to reach the district manager for the central valley in california.....just really disappointed.....

Hope all the dealers don't work like this.....

ddvk · #2 (**permalink**) 10-13-2008, 12:40 AM

Welcome to the forum, the folks here are very helpful, thoughtful and provide good advice for most of the common goofups.

Having said that almost all service writers are souless sweet talking bassstards. Unless you know the a person in the stealership you are in for the ride of the day.... One has to be careful. I am a firm believer in preventive maintenance and brakes are definetly in that category. I inspect my brakes every year to be sure there is no excessive runoff.

BTW, I am a parent of 2 little ones and rising bills take a tool on common households and want to save every buck to provide for my kids. I can relate to what you said in ur opening thread.

So in short you have to be watchful and take everyones idea/opinion with a grain of salt and make a call for the better/worse. And stand by your careful and thoughtful decision.

melsrn · #3 (**permalink**) 10-13-2008, 07:08 PM

Thanks for the reply - I'm having my brakes looked at by another mechanic (just to be sure and to also my ducks in a row before I talk with the dealer about this issue). This mechanic used to be the "family" mechanic when my parents still lived in town and the only reason why I stopped using him so often was due to convenience - such as not having a shuttle. I don't have anyone who is available to pick me up when the car goes in the shop and get me to work (my husband and I work much differenct work schedules) - but, after he gets to tell me "I told you so" in the morning - I will be taking my car back to him for nearly everything once again.

Tundrav8yamaha · #4 (**permalink**) 10-13-2008, 10:09 PM

Quote:

Originally Posted by melsrn

Thanks for the reply - I'm having my brakes looked at by another mechanic (just to be sure and to also my ducks in a row before I talk with the dealer about this issue). This mechanic used to be the "family" mechanic when my parents still lived in town and the only reason why I stopped using him so often was due to convenience - such as not having a shuttle. I don't have anyone who is available to pick me up when the car goes in the shop and get me to work (my husband and I work much differenct work schedules) - but, after he gets to tell me "I told you so" in the morning - I will be taking my car back to him for nearly everything once again.

I used to live in Clovis near your area let me say this it's everywhere you go. I hated Michael Toyota with a passion and seems things havent changed there now. I got my first Tundra at Sanger Toyota in 2000 I liked them a lot but seems they have changed ownership.Bingham Toyota is great on service i do trust them and have used them on service when I lived there.
Now Atlanta Georgia we have Marrietta Toyota and there very much like Michaels when it comes to pushy overbarring sales people who don't gain your trust much less questionable services tactics.Key point is find someone your willing to trust yea there are bad apples everywhere u go.

Erik

05Moose · #5 (**permalink**) 10-16-2008, 04:31 PM

Change dealerships. I've got a good rapport with my service adviser/writer. In fact, they've done some deals for us where I'm pretty sure they lost money (meeting costco's price on the tires for my truck and swapping out the tires a few thousand miles after we purchased our used HL for better winter tires where we only paid the difference, etc). I don't like working with anyone else there. I asked him once if they were on commission. He said they were hourly but got a bonus at the end of the year depending on how many visits they handled, not based on $$.

So, find someone honest that you can trust and stay away from any that are solely commission based.

toyservmngr · #6 (**permalink**) 10-16-2008, 04:42 PM

I am sorry to hear that you had a bad experiance at the Dealership, any Dealership. It may not be the writer though, it could be an overzealous technician. The goal of any service writer should be to provide you with only what you need and let you know your options so that they can have a life long service relationship with their customer. That is what i teach my writers. If you don't feel comfortable there you can always travel south and see us

mustang67408 · #7 (**permalink**) 10-16-2008, 07:17 PM

Not all DEALERSHIPS are dishonest and ruthless. It all boils down to people. The best thing to do is to get to know someone. I have been with Toyota 24 years and have a following of customers. I treat ALL of them as I wish to be treated. Our service advisors are all commision, but they are honest people.... 1 lie will net alot of bad press and no one wants that. It's best to be honest so our customer keep returning. Lying does not pay. We present the information to the customer and they have every opportunity to come down and see for themselves what we are talking about, so lying isnt an option.
Find another dealership, we are all not like that one.

Tundrav8yamaha · #8 (**permalink**) 10-16-2008, 07:32 PM

Quote:

Originally Posted by mustang67408

Not all DEALERSHIPS are dishonest and ruthless. It all boils down to people. The best thing to do is to get to know someone. I have been with Toyota 24 years and have a following of customers. I treat ALL of them as I wish to be treated. Our service advisors are all commision, but they are honest people.... 1 lie will net alot of bad press and no one wants that. It's best to be honest so our customer keep returning. Lying does not pay. We present the information to the customer and they have every opportunity to come down and see for themselves what we are talking about, so lying isnt an option.
Find another dealership, we are all not like that one.

As with anything it's best to state this can be 50/50 on both end's.Sure you have customer that lie about problem's so they don't pay a dime and shoot the bull on warrenty repair's. When it comes to Toyota Dealership or aka Stealership not all follow this sub catgory.

I've had problem with 2 dealerships when it comes down to Integrity they either report faults problem's or put blame on the customer (brake problems).when it comes to this approach they need to understand problem's will occur but problem solving is the best approach. Many times Dealerships are untrained so call professional's that don't know much when it comes to your new first year product from Toyota. It seems in my eye the customer know's more about whats going on and not enought care or attention to detail is taken.
There are expections to be made but given my experince level's working with dealership much can be done on helping customer's sitations or sending a factory rep out .Unable to resolve problems often causes disloyal customer's.

mustang67408 · #9 (**permalink**) 10-16-2008, 07:45 PM

Drive to Henderson, I'd be happy to help you with all your vehicle needs.

(Yes I agree, they (dealerships)(Good ones) are far and few between.)

longwoodklon · #10 (**permalink**) 10-17-2008, 11:24 AM

I think brakes are a common item the dealers fudge on. I usually do most of my own service, but with 3 vehicles now, I gave up on the wifes minivan for a while(plus it was still in warranty).

At 30k, the brakes started squealing so she took it in. Dealer said, 'metal on metal', need new rotors and pads. I doubted it, so I told her to ask for the rotors after the job was done. Got home, the rotors had 1 or 2 marks on each side, like someone took a flat blade screwdriver and hammer, and 'gouged' them. What I've seen from metal on metal, it makes a nice concentric circle around the rim.
-- Anyways, I highly doubt there story. To further confirm, at 60k they started squealing again, so I checked them. Over 50% left, the squealing was caused by the pad itself(new ones have a 45 angel cut that goes down to the 50% wear line. Once they wear to 50%, no more angle, so I assume the pad hits the rotor differently and causes noise).
--Bottom line: We got screwed on that deal, I'm convinced of it.

Now I do all regular maintenance on 3 vehicles myself, like I knew I should from the beginning. It's just a pain, and with 3 kids it's hard to find time. I even do oil changes. Used to have only the minivan in to Toyota for oil changes, when I changed the oil after them, I thought I was gonna strip the drain bolt just removing it, they had it cranked on so damn hard. What a joke.

/Mike

cerivera · #11 (**permalink**) 10-18-2008, 10:04 AM

I agree with others here, it all depends on the dealer...I have two local toyota dealers in my immediate area.....one will rip you off and the other won't

Just my opinion...ill drive to the farther dealer because Ill get a better deal on parts there from my experience.

For repairs though, I feel if you want to avoid dealers you have two options....learn how to do it urself, or get a friend who knows how to do it.

I have a friend who owns a shop and well we trade services.... I fix his computers/website and he fixes my highlander.....it comes in handy...just had my truck brakes done yesterday (all rotors and pads) and it didnt cost me a dime of my money just some time fixing his pcs and website.

Its a win-win situation........

So I guess bottom line like others stated get to know the repairer and you wont get ripped off.

Just my opinion and good luck