We are writing to inform you of our negative experience at TriState Toyota. We brought our 2015 Toyota Sienna in for service on October 26, 2015. We needed a 10,000 mile service, but also wanted our rear hatch examined because it was not automatically closing. At the same time, our USB port was not working. I made an appointment to have all these issues evaluated. The ten thousand mile service was completed without issue. We were told that the hatch had been fixed temporarily. They thought the problem evolved from an object being jammed in the hatch, although they said there was not any evidence of direct damage. I was told the USB port was working properly and that they did not need to service it.
The next day, we realized our rear hatch was still not closing. It had to be manually shut. I called on Thursday October 29 to make an appointment. The lady who made my appointment said that in the notes it showed I might need to go to an autobody shop to have this fixed. She said she would make an appointment for at Tristate for this to be reevaluated. I told her to please call me back if the technician thought I should go directly to the autobody shop, because I did not want to waste my time coming in for an appointment if my minivan could not be serviced. She said the person familiar with my case had already left for the day, but she would call me the next day if I should cancel my appointment. She never called the next day.
I showed up for my appointment today and I was immediately told they would not service my van because I needed to go to an autobody shop. This was infuriating to me because I specifically asked about this issue when I made the appointment. I told them I needed my USB port to be checked because it still was not working. Andrew told me that it was working because his phone was working with his cable. I showed him how my phone was not working with the cable and eventually his phone was not working either. After two hours of being in the shop, I was told they needed to order a new radio console for my car. Now, I have to come back again for a new radio, and I have to spend another day at the autobody shop to have my hatch fixed. We now have two additional days that we have to take time off from work to have our car serviced.
We also purchased the exterior/interior protection program. We have a stain in the back compartment from a grocery item that bleached the rug. We were not aware how many limitations there are to this program. If we had known, we would not have purchased this program.
We have three small children in car seats. We plan to use minivans for the unforeseeable future. After the past two experiences at Tristate Toyota, we do not plan to do business with you any longer. We were very disappointed in the way this was dealt with at your facility.
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