Bad Toyota Service I need advice please

_wombat_ · Master (of Mischief)

Bad Toyota Service I need advice please

tezza · Senior Member

do not have any advice. I took my Prado to a toyota dealer for a $550 clutch job. Picked it up 5 days and $1800 later.( said it had a noise in the gearbox that needed attention but when they pulled it down could find nothing wrong) NOT HAPPY JAN, but needed the wheels.

_wombat_ · Master (of Mischief)

Hi tezza,

buggar when that happens, and it does happen often, I just think they are ripping people off.

bill12 · Guru

One bit of advice-GET WRITTEN QUOTES!They can,t back down, and you have something to take to court, if you have to.I did a bearing seal on my old hilux, and got one from an ebaysupplier for $30, and fitted it myself. You need a press to fit the bearing, but my brother in law, a harley mechanic, made a puller for me, and it worked.I should imagine a landcruiser wouldn,t be any harder.Shop around , if you can.

Landfall · Guru

When you book your car in for service, especially dealers, they will write out a work order form and get you to sign it authorising the work.

THEY CANNOT perform any other work on the vehicle without you permission.

If you have NOT been notified of any extra work or cost AND YOU HAVE NOT AUTHORISED IT there is no way you have to pay for it.

IF you have been contacted and you then authorised the extra work your a gonna. In this case you should go into the repair shop/service department and ask for more details and then authorise the extra work by signing another work sheet.

I recently was quoted between $180 - $220 for work on the rear suspension of our Falcon. When I went to collect it the repairer handed me a bill for $360. I pointed out that I had been quoted between $180 - $220 and the person quoted had told me that one side took 1.1hrs, therefore he expected the job could be completed in 2.2 hours.

The manager then went on to explain to me that I had been miss-quoted as one side was easy and the other side involved taking the fuel tank out and dropping the diff carrier. I said Ok,but that should have been explained. He agreed and said the person quoting was not a mechanic and obviously did not realise the difference between left and right but as this was not my fault he would charge me for 2.2 hours which equalled $212.

I left very happy after re-booking the vehicle in for some extra work they had found during a road test which I knew of already.

I hope I have not rattled on too much, but for some background.

I used to own our own authorised Leyland workshop and am quite aware of what I can or cannot do without permission.

Dusty

PS. Advice re Toyota.

Complain to HQ Toyota, I did about a Toyota dealer in the Gold Coast and the follow up was very quick.

-- Edited by Landfall on Wednesday 6th of April 2011 04:28:23 PM

-- Edited by Landfall on Wednesday 6th of April 2011 04:30:02 PM

Firefly · Guru

We had two vehicles into our Toyota dealer this week for a service and the book in form was there and ready for us to sign when we took it in. I am sure you can get a copy of it if you like as well.

Happywanderer · The Master

The problem is just how do you know what is wrong with it yourself. Thats what they are there for and who knows what they find when pulling things out and come across other faults.
As with Myrtle, my bill was double what I expected to pay and has set back my trip for a bit but everything needed doing and would hate them to have been a problem while away and been up for far more.
Or broken down somewhere where I couldn't get the right help when needed.
Its a worry but sometimes just has to be that way.

jimbo · Guru

These riop off merchant need to be named and shamed..There's a site caslled Not good enough My reversing camera set up cost $167 for 1/2 hrs work No parts I even supplied the screws I am at this moment emailing the newspaper for a ruling on what these scum bags are all about

jimbo · Guru

I am so wild..I meant too say RIPP of Merchants No bloody excuses...

_wombat_ · Master (of Mischief)

Just sent emails to head office and the Kyneton service manager, will keep you all informed

Cruising Granny · Guru

I never, never, never ever tgo to a Toyota dealer for anything, especially services.
My front, left swivel hub seal was leaking so it had to be replaced. The crook one was inserted badly. They also did the wheel bearing to ensure everything was lined up and new, with my authority. A bush was also required on the steering.
They did call me to inform me of the progress and what was required. They've phoned me everday to update me of the progress and the cost.
With some of these jobs they won't know exactly what they need until they pull it down. If the seals are in good nick they can repack and reuse, only IF they are in good condition. The same applies to the bearings.
These things come in packs for each wheel, as far as I've experienced. I haven't had to do the right side bearings or seals or anything else. Just the left side where the problem is.
The little private garage seems to be good at what they do, on a small but honourable scale. That's been my experience anyway.
Nothing is cheap on these or any other vehicles these days, but overcharging or forcing you to buy parts which aren't required is just crook.
Prices and Consumers Department or your state's equivalent can look at work practices and charges if you report your concerns. You will need details of the work sheet you approved BEFORE the work was undertaken, and then the DETAILED bill you actually ended up paying for.
If it's not detailed enough, go back and get it detailed with all the I's dotted and the T's crossed.
Some of these places "see us coming", especially if you're not local. Quick tourist bucks come in and go out, so who's going to whinge, and to whom.
Word of mouth, as we are learning, is the best, or worst, form of advertising. Spread the word. Name and shame.

_wombat_ · Master (of Mischief)

Cruising Granny

I also do not usually use Toyota because of their overcharging but this time I thought I had better, because if anything went wrong (as it has) I could contact head office and get them to look into it in the firsrt instance, I have given them 14 working days to answer my email, I also cc the email to the Toyota Kyneton repair shop where the job was done.

I do realise that other things can show up once the item is stripped down but gaskets, surely gaskets would HAVE to be replaced as part of the original quote? (I would have thought they should have been in the original quote)

I am making enquires with the ACCC here in WA and see what they have to say.

Firefly · Guru

We must be in the minority with Toyota Dealers, our local here is brilliant. A lot of times when they have our cars, they will let us know on pick up, they have tightened this or moved that because of reasons XY or Z but there is never a charge. Don't get me wrong, if it was something big, they would certainly give us a bell and talk about it.

They seem to go that extra mile, thats why we use them I guess. smile

Wom, the Other Half was also amazed they didn't put new gasgets in first up mate, especially on an 80 series, knowing that they would be reasonably aged and you are a traveller.

_wombat_ · Master (of Mischief)

Firefly

80 series is 1994 so would have thought new gaskets, good to hear you have a good reparier, stick with them, I have a very good mechnic here in WA (private guy) and he is great, I was in contact with him in regards to this repair job and his advice was only one side needs doing if only one side is leaking.

I think the main point is that we were travelling and they think we will forget about it, (NO I wont)

I did have another incident with a Tyrepower place here in WA up north, I was just too lazy to do my oil change and I asked him if he could do it as I had the oil and filter he said ok, I asked how much and he said $80, I said did you say $18 and he repeated the $80 fee, I cannot say here what I said to him in full (I would get banned) part of what I said was I am not an idiot if you don't have the time then why not say so. I went around the corner saw a hoist and ask the boat yard guy to do it and he said ok $20.

Gerty Dancer · Guru

Its funny how lotsa people recommend toyotas because you can get parts and service for them all over the country, yet now I'm seeing that in some cases toyota service not recommended.

What service stations would you recommend? How can you tell a good one when you are in a strange town?

_wombat_ · Master (of Mischief)

Other makes are just as well supported nowdays, finding a service station is just pot luck, if you are here in Perth area PM me and I'll get my guy to look at any service problems for you.

Ma · Guru

If anyone needs a repair person here on the south coast NSW just let me know. Have been using the same bloke for nearly 20 years and if anything he's too honest for his own good. I know we are all prejudiced towards our own mechanics but this fellows ethics are way up there.

_wombat_ · Master (of Mischief)

Thanks Ma, will keep that in mind for later use

Firefly · Guru

We had some problems in Darwin at one stage, can't remember now what it was but it was in our last tug.

Asked around a few people at the time and took their recomendation and it worked out ok.

All we ever want is a fair price for a fair job, not to be ripped off because they know they can.

Landfall · Guru

confuse It's OK that we all recommend our local mechanic, but that's simply not good enough.

WE SHOULD be able to have complete faith and confidence in the/any dealer whose brand is on the vehicle to be able to quote and repair the vehicle in a professional and honest manner.

The shocking service I received on the Gold Coast with a new vehicle that had done only 5,000km was simply because they thought "Not one of our customers, just another tourist."

They not only provided poor service, they refused to accept my warranty claim on a damaged wheel saying it was due to something on the road. The alloy wheel had stains showing thru the clear finish.

When we eventually returned home to Hobart, I took the vehicle in to our local Toyota dealer and they not only replaced that wheel but drew my attention to two others that where beginning to show the same problem.

Two years later we took the vehicle in to Toyota Coffs Harbour for some warranty work including the drivers seat base which you could see and feel a wire had come loose under the leather. Thinking that they would send it to a upholsterer and fix the deterent wire I was astounded when they apologised that the vehicle would be kept overnight awaiting a new seat from Toyota. Their attitude and service could only be described as excellent.

That's the sort of service we all should be able to get from dealers.

Dusty

_wombat_ · Master (of Mischief)

Landfall,

There are good dealers and bad dealers, looks like i had a bad one, as you say, they say to themselves only a tourist so they may never be back, I do think you should get service when you need it, not over the top but just regular good service.

Cindy has put up a page where you can recommend a good mechnic in your area so that other members know where they are

DeBe · Guru

I spent 13Yrs as a mechanic in a local Ford dealership & could usually sus out customers who were going to be a right pain & send them on there way. Some customers you can do with out!!! Other customers who were doing it hard you go the extra mile with. The boss was quite happy with my jugement.

_wombat_ · Master (of Mischief)

DeBe

There are certainly two sides to every story but when one side tells lies, they loose my respect and I do not want to deal with people like that.

_wombat_ · Master (of Mischief)

Just had a phone call from The Manager at Toyota Kyneton saying he had a meeting this morning with all staff involved in my complaint and he would be sending a refund cheque asap.

Happywanderer · The Master

Good one wombat, great news. One for the little guy!!

_wombat_ · Master (of Mischief)

I must say I did not expect such a quick response, thought it may take a while, he did say that he is a consumer as well and understands the situation I found myself in.

HW, How did you know I was a litte guy? lol

Happywanderer · The Master

After I wrote that I thought, "Now that could be really wrong" Haha!!

_wombat_ · Master (of Mischief)

No you were right I am a short A

Cruising Granny · Guru

Congratulations Wombat! Well done! What did you do to get a refund response?
It does pay to speak up.
My Rosy has been in dock all week having some front end work done. The bloke phoned me everyday with an update of the work, what they found, what needed to be done, and the cost progress report.
His workshop hourly rate is $90.
Here's the list of parts and the price: 1 wheel bearing kit $69.95
Swivel hub kit 162.00
Top Radiator hose 13.22
Bottom " " 16.65
Panard Rod Bushes 71.00
Fluids & flush 200.00 approx. (coolant, brake, clutch and diff oil)
Job list: Wheel alignment 67.50
Remove & replace
w/bearing, hub
& seals 360.00
Fix fuel leak O ring
Radiator hoses 67.50
Replace bushes 90.00
TOTAL: $1213.32 (OUCH!)
Thrown in was another Dyno tune to ensure the fuel mix is efficient. That's $120 base rate. A second wheel alignment was also thrown in.
But I now know Rosy is in good, safe roadworthy condition when I start work. (More on that later).
I didn't quibble because of the way they do business and it all made sense. He also threw in a guided tour of the workshop dyno tune bay and the equipment, as well as a Subaru horizontal engine. I love that stuff! I feel I'm (and Rosy) in good hands.
I found this garage when Rosy was towed there when I put high octane unleaded petrol in her diesel. I'd recommend Towler Mechanical, at Salisbury (Burton) for diesel and petrol vehicles.

-- Edited by Cruising Granny on Friday 8th of April 2011 08:54:12 PM

_wombat_ · Master (of Mischief)

Cruising Granny,

I just sent eamils to head office and cc'd them to the manager at Kyneton, I thought it would take a lot longer to resolve but am pleased it is all over, although I still have to wait for the cheque, the manager sounded like he could be trusted when he phoned me yesterday.

I note your cost for Remove & replace w/bearing, hub & seals 360.00 my job did not need w/bearing just the seal and gaskets and labour and I was quoted $260-290 and later finding out that he had not charged for gaskets and did attempt to re use the old ones, i would not have bothered with the refund if the service manager had not lied to me, that made my blood boil over.

Hope Rosy is back on the road by now and feeling better.

Sounds like that garage should go on the Recommendations page, did you put it on there yet?