Customer ReviewsforToyota of Poway

This dealership will tell you that multiple items on your vehicle "need immediate/urgent attention" WHEN THEY HAVE NOT EVEN INSPECTED THE ***** IN QUESTION. I have this confirmed in an email from ***********************, the head of the service department at Toyota of Poway. He told me that if the car has not exclusively been serviced at Toyota of Poway in the past, they will simply rely on the car's mileage & what shows up on the Carfax report, rather than visually inspecting the items they are pushing you to repair/replace. The service advisors don't even ask you if you've had the services done elsewhere recently. I was told my spark plugs needed to be replaced, despite me having them replaced at a different mechanic several months before. (The spark plugs, along with multiple fluids, were listed as having failed their multi-point inspection; see photo). Theyll tell you multiple items failed their "multi-point inspection", when in reality they didn't inspect those items at all. They never asked if I had gotten these things taken care of elsewhere. Their "multi-point inspection" was just a glance at the ***************** report, which doesn't include all historical information on the car. When I shared my experience with the service director ****************************** of the dealership (***************************), I was told that since I hadn't exclusively brought my car to them for previous services, they simply relied on mileage and the carfax to make their urgent recommendations. After this experience I reached out to the Toyota ************************ and they told me that the dealership's Customer Relations Manager would call me, which he never did. I called the *********************** at their request (since the dealership didnt contact me) and they put me in touch with the Customer Relations Manager. When I shared my concerns about how the dealership tried to mislead me, his response was "Well I see that we offered you a discount on a future service; what else do you want me to do?"

We have reviewed these statements  from  the   customer and  while we    do not    agree   with all the information   we have offered a  $250  service credit towards   future repairs  . .   The inital estimate and services  were rendered as   indicated and  any further  would be additional services  needed on  the vehicle  . 

Watch out for Toyota of Poways ******************* I have been going here for over 5 years. Had a very good working relationship with an honest Service Advisor. Lately, however, the dealership repair center consistently recommends repairs that are not needed, and maintenance that is way before Toyotas recommended change schedule. This past week I was told that my serpentine belt needed replacing. I agreed to the recommended repair, but this time I asked for the old part to be given to me. Upon examining the old belt, I discovered that it was in very good condition, even though the service department flagged it as a Red Box item. Red box identifies things that Require Immediate Attention. This was completely false, and the replacement unnecessary. The belt was still very pliable and there were absolutely no cracks. I contacted Toyotas Toyota ************************ to file a complaint. To this point I have not gotten a response. Toyota is a very good brand automobile. This particular service dealership in Poway is destroying the reputation of entire company through its unethical practices. The service center wants you to believe that you will receive excellence at every turn, with its Service Commitment Promise. In that promise, they state: We know that you want straight answers, and thats the only way we will deliver it to you. Talk is cheap, and as far as I am concerned, the promise is not worth the paper on which it is written. I have tried to address this continuing problem by talking to the local Service Director, escalating my complaint to the Toyota ************************ and now requesting that my complaint be escalated to a Corporate-level. No one is responding. After every service visit, I get an email asking me to complete a survey. I am very forthright on the survey, even asking them to contact me for more information. There is nothing but crickets. I dont know why they want my opinion. Buyer beware!

Hello ************** , Good morning , I am very sorry to hear that you are not happy with our service department on your last visit . I have reviewed the repair order along with the Technician notes and the Technician did suggest a new drive belt stating (showing signs or wear ) . Is there not something wrong with the belt ? When was it replaced last ? the vehicle has ******* miles on it so I would assume it was replaced at some point . If we did something wrong . Please let me know and I will try to correct it for you . Thank you