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Discussion Starter · #1 ·
I honestly have had no luck with this local dealer with my Tundra. They have been fine with my Rav4, but they break things when I take the Tundra in.

I took my 06 DC (TRD) in for the frame recall. I knew my frame was pretty clean, so it was just a few days to coat it and let it dry.

I go to pick up my truck and the right rear tail light is broken. No one has a clue, though a new one on order is mentioned on the work order / invoice. They just increased their amount of bays, hired a bunch more people, have way too many car porters and people to guide you into service lanes (new fancy drive in service center). So it was a communication issue. No one was told, "Hey.. make sure you put the new tail light in before he picks this up." They also didn't run it through the touchless car wash (despite telling me the delay on picking it up was because it was being washed.. the delay also wasn't them fixing it). So they made me wait to deliver a dirty broken truck. Awesome :rolleyes:.

They had actually ordered the tail light so they fix it while I waited.

I get home and the bumper seems a little askew (off to one side more than another) and I notice some dents behind the bumper. Apparently the tech had a hard time getting the bumper off himself and popped a tail light. Looks like it may have also swung down and dented the body. Do any of you have these creases behind the bumper? Either they are supposed to be there or they made them. There is really no other way to get back there with the bumper on and they are symmetric. So maybe the bumper swung down, or maybe I never saw them before?

IMG_0921.jpg IMG_0922.jpg

I want to make sure I have all my ducks in a row before I have a nice chat with the service manager so if anyone could take a quick peek on their truck I'd appreciate it.


Previous visit they did a number on my damper cable (sticky defrost damper and someone manhandled it bending the cable and popping it out). Didn't notice until I was nearly home. Whoever broke it had to have noticed. I tried, I'm not a small guy by any means.. and it would have been: pull pull pull... pop... ooops. Of course no one owned up to it.

Time before that they left it unlocked overnight. At that time their service lot was in a pretty sketchy area (nice big sign warning to remove valuables). Nothing was missing, but still, the car porters have basically 2 responsibilities: move the cars without crashing them and lock them. Oh, and drive it through the touchless car wash.

Anyhow, as you can tell I'm not please with this dealership. No choice but to go there for the recall. I generally go elsewhere for service (on the truck), but their price on the timing belt was good and I figured they'd have a better clue than anywhere else on doing it right. Now I have my doubts.
 

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Is it that time of the month, again? Seems these dealer bashing threads pop up in regular intervals.

I want to make sure I have all my ducks in a row before I have a nice chat with the service manager so if anyone could take a quick peek on their truck I'd appreciate it..
You sure notice a lot of things "potentially" wrong with your truck after you get it home from a dealer you are paranoid about. You've got 50% ownership in this pissing match and running back to the service manager, after the fact, to have a "nice chat" with him/her speaks volumes. Are you sure you don't act like a prick there and they popped your taillight just to ruffle your feathers? < That's a rhetorical question.

Good luck.
 

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The bed has to be removed for the frame treatment, so chance it swung into the rear bumper on removal or reinstall. If the paint isn't cracked, honestly, I wouldn't worry about it. My AC bed doesn't have those indentations.

I'm not sure if the rear bumper is removed for the treatment, but if not, means your bed may not have been reinstalled properly.

My dealer must have put my bed on the floor after removal because the attached mud guards had a permanent, horizontal crease in them. The dealer apologized and replaced them with no issues after I pointed it out.
 

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Discussion Starter · #5 ·
Thanks for the reality check guys. Yeah definitely a little heated. They were sloppy on the fix. I swear that wouldn't have happened at any of the small places I go to. Breaking the tail light is no biggie.

Breaking it on a Monday and not fixing it by the time I pick it up on a wedneaday or having anyone with a clue is mildly irritating, yet somewhat understandable.

As for my nice chat. I know the service manager and not from complaining (believe it or not). She tends to be quite interested in the performance of her team and this is one of those things where communication broke down and she needs to know to make sure it doesn't happen to other customers. Also to commend the guy that handled it. It's something positive that should be on his yearly review. Managers rarely hear the good stuff employees do. Especially in a retail/service type position.

Again thanks for the perspective. I was venting here. But that prevents me from venting there.
 

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2015 Toyota Tundra DC SR5 5.7L
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I always recommend that the owner and the service manager do a walk-around and make note of all dents, scratches, broken items, etc BEFORE it is relinquished to their custody, especially for a procedure as complicated as a frame coating (bed removal, etc). That way, there's zero opportunity to cause damage and lay the blame at your feet when you pick it up.
 

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Discussion Starter · #8 ·
take some honey with you and you'll surely attract the bees
Very true.

I manage software projects. I usually can't be on site for installations, so I rely on customer feedback for how my installers were. I know the value of clear concise criticism. One thing I often forget though is some managers can't take criticism without a spoon full of honey.

I don't need things sweetened up, I just want to know if anything went wrong. If the installer told an offensive joke I want to know, yeah maybe it was kind of funny and you weren't really offended, but it's not professional. I don't need the whole preface of, "Well he was really efficient and well prepared.." I know that. I was on the phone with him and saw when it went live. I want to know if he did anything that would make you question our brand or product. Can't be perfect all the time, but knowing even the littlest details of what would have made it perfect for that customer means I can be that much better next time. Also just listening to the customer usually diffuses any issues. Well.. active listening with questions that show you are actually listening.

I always recommend that the owner and the service manager do a walk-around and make note of all dents
Definitely smart and it avoids shady customers coming back and claiming things that didn't happen. It protects both parties.

When I picked up my Rav I definitely did a walk around. Never was worried before. What I didn't mention is I have been taking my Rav4 there for the past 5 years for all service (alignments and suspension I go to a specialist). I have never had an issue with the Rav at this dealer. Not even an errant greasy hand print or anything of that sort (you know, stuff that they try to avoid but is tough when you are actually working on the vehicle).

procedure as complicated as a frame coating (bed removal, etc)
You guys keep mentioning bed removal. I don't think the bed was removed in my case. No line item for that work (just the bumper). The bed liner looks untouched (and mine needs to be removed to get to the bed bolts). I can probably tell by looking closer (over spray on the bottom of the bed would be a sure sign.. woot, free undercoating).

Man, that anti-corrosion coating stinks. They got some on my exhaust and heat shields and.. yuck. Took it on the highway and that cleared most of it up. Gotta love an excuse to get into the pedal and get the exhaust heated up.
 

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When I asked about the bed being removed they said that only the rear bumper is removed and that their equipment can get everywhere so the bed does not need to be removed.
 

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Then took it to Ziebart.
Smart move. I sold my 05 before ever having to get the frame treated but most threads I read on here people say that coating sucks as it only lasts maybe a few years then flakes off. What good is a clean frame anyways if the rest of the truck rots around it. Anyone who is worried about a rusty frame should take it somewhere and get the entire vehicle treated for rust prevention.
 

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I guess I totally misread that didn't I.
So did Ziebart do the frame coating or just inspect it or do their own rust proofing?
 

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The service manager told me that they don't do any coating there, they inspect it and then take it to Ziebart for the coating. I asked if it was a Toyota-provided product, he said no, it was Ziebart's own. One can draw their own conclusions on how good the surface prep was, how conscientious the applier was when working as a third party...
 

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Discussion Starter · #19 ·
When I asked about the bed being removed they said that only the rear bumper is removed and that their equipment can get everywhere so the bed does not need to be removed.
Yeah, after looking under mine that is clearly what they did. They were still able to get the top of the cross members and rails. My frame had minor surface rust. Well.. has.. I assume it's still all under there.

Service manager was great. Had a nice little chat, she explained how it happened, and I got my choice of repair or service credit.
 

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Yeah, after looking under mine that is clearly what they did. They were still able to get the top of the cross members and rails. My frame had minor surface rust. Well.. has.. I assume it's still all under there.

Service manager was great. Had a nice little chat, she explained how it happened, and I got my choice of repair or service credit.
Where are you in Canada? I am due to have the coating put on, shudder to think of rust being sealed under a coating of "corrosion inhibitor", quite the opposite would occur.
 
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