Scarboro Toyota, Very Very Poor Service Department and Service Department Manager.
My vehicle was booked in for a service on the 1st week June 2017, so I could have a loan vehicle as I run my own business. I dropped off my car on the 22/6/2017 arrived and booked in by 7:30 am. I was informed by Zac the vehicle would be ready at 4pm, I said no, and requested my vehicle ready for 3pm as I had a Cardiologist Appointment at 4 pm in Joondalup.
I arrived at 3:40 pm and spoke to service a agent Mr Lamb, he looked for my car to only come back and inform me "Your vehicle is not quite ready and to come back at 5 pm and my car would be ready. I was disappointed and asked " Why didn't someone call me as now I will be late for my appointment and walked out.
After my appointment I drove back to Scarboro Toyota, only to be told that my car had not been serviced at all. I was angry and asked why??, I was told by Zac he didn't know why, I said I would
like to speak to the service manager. Zac walked into his office and informed him , I saw another service staff member put his eyes up into his head and shake his head. The service manager came to me NO introduction he said Sorry your vehicle wasn't done, I asked why?, he said we dropped the ball I replied that's not good enough, he said we will wave the $149 service fee, I said I wasn't going to pay for it anyway after being inconvenienced on 2 occasions.
He said come back tomorrow and the car would be done, I said based on your Service Department record there is no guarantees of that being met, he said AT LEAST YOU HAVE A LOAN CAR, I said oh gee thanks for that , I then said that I'm trying to run my own printing business and cannot affect any more time off as I've already wasted 3 hrs with no result.
I said that You would need to organise to drop my car off and collect your loan vehicle in Malaga. To which he replied so your telling me you can't come back in from 8am-5pm at all. I then said NO and said again I'm trying to run my own business, he then said " It's either the free service or the loan car and not a drop off , You choose! what you want to do. I said it's time for the Dealer Principal to be informed. He said ok walked down to the showroom and came back, he then angrily grabbed a piece of paper and said loudly " WHERE DO WE HAVE TO DROP THE CAR OFF AT " to which I gave him my address. I then asked him what had changed in his mind since walking away?? his reply " I just want this to be resolved" I said you could have saved the shouting and arguing with a customer and as I said earlier it was the least thing that Scarboro Toyota Service Department should and could do.
I had my car dropped off at 12 noon. No apology letter no service voucher nothing. So I called Toyota Regional in Welshpool spoke to Linda and Merilyn fantastic people , I was then told
Tony Newman would call me as soon as they investigated and spoke with the Service Manager and call me in a few days time, after a few weeks I called back, Tony Newman then called me back basically saying he spoke with the service manager and I quote " they had a busy day" then blamed Zac for being young and new, and that Mr Lamb should have checked better, as he has been there for a longer period of time. I then said that's no excuse the manager should have handled the situation alot better and needs to be stood down for a week or 2 and re trained in customer service and how to handle clients.
He said what do you want me to do, I asked him ....with no reply how he would feel. I said look you sound really laid back and unconcerned so we will end it.
I then called Toyota Australia and made a complaint about the way 2 Toyota Managers had spoke and handled my situation....A girl from Scarboro Toyota Page called me the next day, Friday 7th July, to again only to discuss what had taken place and what outcome I would like basically I told her what how a client had been dealt with and that's all that happened we talked, I suggested and said to Page to move forward can Scarboro Toyota do the log book service next time for nothing, as she informed me the $149 special was different to a logbook service I told her I never knew nor was told at time of booking in the car there was a difference, as the reason for the service was a RECALL FROM TOYOTA AUSTRALIA. Page said "We already did the service for nothing, as I said to her "THATS BECAUSE THE SERVICE DEPARTMENT DID NOTHING IN THE FIRST PLACE FOR 10 HOURS OF HAVING THE VEHICLE ,!!. I then said ok we will leave it then ... then she said and I quote 'IS THERE ANYTHING ELSE WE CAN DO FOR YOU" SERIOUSLY PAGE.
WHAT A WAY TO DEAL WITH A CUSTOMER.....
Worried that Page would call Toyota Australia and say she had called and spoke to me (not giving them maybe any true correspondence) I immediately called Toyota Australia Complaints Department and Spoke with Tom who said he would pass onto Calvin what was discussed with Page.
On my initial complaint with Calvin he asked me as to what outcome I thought would be suitable and informed him the next logbook service free of charge...
I again informed Toyota Australia that I was and am still not satisfied with the discussion nor the outcome, with any manager.
On 2 occasions one with the Scarboro Service Manager and Tony Newman, I requested that I would like Daniel Davis to call me to discuss this matter , YES I am still waiting...
Daniel Davis is the Dealer Principal , no need to bother now, obviously not important enough.
BY THE WAY SCARBORO TOYOTA, THIS IS NOT NEAR FROM BEING RESOLVED
ACTUALLY FAR FROM IT .