Complaint Review: Toyota Of North Hollywood - North Hollywood California

I'm hoping that this review will help someone else avoid the same problems I experienced at Toyota of North Hollywood. In short, they did a shoddy job on my car and the customer service was substandard. I would not recommend them to anyone. If you want to know the exact details of my situation, just continue reading.

I dropped my car off at 7:30am, right when they opened up. All I needed was a replacement for a broken door handle and an oil change. I was told that it would be ready between 10:30 and 11am and that they would call my cell. I returned at 10:35, still without a call. I was in no rush and figured that they'd alert me when the work was finished.

By 11:15, I went to see the representative who waited on me earlier to find out what the hold up was. I was given a weak and confusing excuse that they did not realize I had returned to the dealership; had they known, they would have moved my car up in priority. Question: If I arrived at 7:30am, right at the dealership's opening, shouldn't I have priority over anyone else who came in after me? They would not set up an appointment, hence it's first come, first serve. At this point, I was told that it would be another 45 minutes until the work would be completed.

Noontime rolled around and I gave them a little extra time, but come 12:25, my patience had worn out. I hadn't seen my representative for at least twenty minutes (his work station was clearly visible from about thirty feet from where I was sitting), so I went to talk to another attendant. When I told him what the problem was, he just referred me to the same guy I hadn't seen for twenty-odd minutes. We walked out to where the cars where being worked on and my representative showed up.

The other rep acted like he was standing there all along and that I wasn't paying attention. Now I was being told that a bolt within my door had been causing problems for the mechanic. He didn't go into too much detail, he just smiled and shrugged and pointed to some vague spot on the car door and said they were having a tough time with it. This is about five hours after I dropped off the car and at no time had they told me of any problems that had arisen which were causing a delay. All that he said was, It'll take a little more time. That ended up being another hour.

At 1:30 they finally told me that the car was ready. I paid for the handle and service and few minutes later the car rolled round. I got in and tried to roll up the windows. As I pressed the switch to raise them, the entire component housing the power window switches came loose. The only thing connecting them to the door was the wiring. I called to the rep and he in turn called over a mechanic. They went off for a moment to discuss it and the rep came back to tell me, rather nonchalantly, that the guy who worked on my car broke my door and didn't say anything about it to anyone. Then he said that he would order a replacement piece for the switch. Why would he think I'd want his guys to continue working on my car at this point? I informed him that I didn't want the part, I didn't want his staff touching my car, and that I'd look elsewhere.

Six hours wasted and my car was still broke. Money is tight right now and the people living here in the Valley need a reliable place to take their vehicles for service. Please don't make the same mistake I did and get burned! Do not support Toyota of North Hollywood with your hard-earned income!

MH

Burbank, CA, California

U.S.A.